Call Center (Supervisor) – Managing Queued Calls

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Managing Calls

This guide reviews the operations you can perform to make and manage calls. Your current calls are displayed in the Call Console with the calls currently involved in a conference displayed in a separate panel called Conference Call.

Place, Answer and End Calls

  1. To dial an ad-hoc number, use the Dialer.  Then, enter the phone number and click the Dial button.
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  3. The call will be placed to the specified number and will be displayed in the Calls panel.
  4. To redial the last number you called, click the Redial button. A list of recently dialed numbers is displayed. Select the number to call and the call will be placed.
    1. You can also redial a recently placed call by typing the number into the Dialer and a list of recently called numbers is displayed. Select the number to dial and click the Dial button.
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    3. You can use any directory in the Contactspane to dial a contact, or you can perform a Search to dial a specified contact.
  5. To dial a contact, in the Contacts pane, expand the directory from which you want to dial a contact.
  6. Click on the contact you would like to call.
  7. Then click on any of the options shown – Call, Ext (Extension), MOB (Mobile) or Chat. Your call is placed to the specified number.
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    Note: The buttons that appear under a contact are based on the types of numbers the contact has saved in their user account. For example, some contacts may not show an MOB button if their mobile number is not stored in their user account.

  9. To answer a ringing call using the client click ANS.
  10. Note: You can also answer using the call notification pop-up window, by clicking anywhere in the pop-up. The data displayed in the pop-up includes the Call Center that the calling party called, the calling parties caller ID information, the number of calls currently in that queue, and how long that caller has been in the queue.

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  11. To end a Call, click END.

Hold and Resume

  1. To place an active call on hold, from the Call Console, move the mouse over the call to be placed on hold, then click HOLD.
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  3. To resume a held call, click ANS.

Transfer Calls

There are a number of ways you can transfer a call, including blind transfer, transfer with consultation, and transfer to queue.

The Blind Transfer method is used to transfer a call to another number without providing an introduction to the destination party. Calls may be transferred this way while active, held, or ringing on your phone. In the latter case, the system redirects the call before it is answered.

To blind transfer a call to an ad-hoc number:

  1. From the Call Console, select the call to transfer.
  2. In the Dialer, enter the destination number and click Transfer. The call is transferred and removed from the Calls panel.

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To blind transfer a call to a contact:

  1. From the Call Console select the call to transfer.
  2. In the Contacts pane, expand the panel where you want to select a contact.
  3. Move the mouse over the destination contact and click Transfer. The call is transferred and removed from the Call Console.
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The Transfer with Consultation method is used to transfer a call with an introduction to the destination party. Calls may be transferred this way while active, held, or ringing. In the latter case, the system redirects the call before it is answered.

To transfer a call with consultation:

  1. Make a call to the person you want to transfer the call and your first call will automatically be placed on hold.
  2. When the called party accepts your call, provide your introduction/consultation.
  3. When ready to transfer, from the Call Console, move your mouse over the active call and click Transfer. The calls are connected and removed from the Calls panel.

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Conference Calls

The Conference panel is where your conference calls are managed. You can initiate a multi-party conference call in one of two ways:

  1. While on an active call, place a call to another party using either the Dialer panel or dialing from your Contacts.
  2. Once the third party answers, click the Conference button.
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  4. A conference is then established and can be viewed in the Conference pane. You can repeat this process to add parties to the call.
  5. To drop a specific party from the conference, select that call from the Conference panel and click End. To leave the conference but not end the conference for the other parties, click the Leave Conference button.
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You can also initiate a three-way conference call if you already have two calls in progress.

  1. Select one of the calls in the Call panel.
  2. Then move your mouse over the other call you would like to join and click the Conference button.
  3. Now all three parties are joined in a conference.