Answer a Call

You can receive a customer call if the Organization Administrator provides you the necessary permissions.

When you receive a call from a customer, a notification dialog box or the voice contact card appears in the Active Contact List under the Voice and All tabs in the Agent Desktop. The dialog box displays the phone number of the customer, the queue that routed the call to you, and a timer indicating from how long the call is offered to you. You can see the status of the contact as RINGING.

If the voice contact card is not accepted within the configured timeout interval, the notification card blinks for some time in the Active Contacts List. Then, the system changes your status to Ring On No Answer or RONA.

When you are in RONA state, you cannot receive any contacts. You will have to manually change your status from RONA to Available state to receive contacts of any media channels including new voice contacts.

When you receive a call, use your physical phone to answer it. The status of the call changes to CONNECTED in Agent Desktop.

While helping your customers, you can do the following tasks:

• Enter Call-Associated Data

• Pause and Resume Recording During a Voice Call

• Hold and Resume a Voice Call

• Transfer a Call

• Consult with Another Agent During a Call

• Create a Conference Call

After you have helped your customer with their queries, you can end the call. However, it is good practice to ask the customer to end the voice call. For more information, see End a Voice Call.