This guide is essential for anyone looking to efficiently manage calls to contacts during interactions. It provides a step-by-step process to initiate calls, add new numbers, and seamlessly switch between call controls and interaction messages.
Call a Contact button
1. On an interaction, the "call contact" button can be located in the top right hand corner of the screen.
2. Once you have selected this, a dialogue box will appear with any numbers the system may have for the current contact.
Simply select the number you wish to call and click "Connect and Start Call" to initiate a call to the chosen number.
3. Click "+ Add New" if you do not have the correct number to call (Default shown should be the SMS number).
4. Enter a phone number and select the phone type from the dropdown.
5. Click "Connect and start Call" once you are happy with the selection (This will add the number to the contact going forward).
6. You will see a notification "Calling Contact" in the top right corner.
On the call
7. The call controls will be displayed on screen in the same way they are for all voice calls.
8. A reminder that you have 2 active interactions will be displayed.
9. You can switch between the call and interaction reply pane options with the toggle button.
This allows you to send messages via the interaction whilst on the call.
10. Ending the call works as normal.
11. Double-clicking a disposition will remove the call (quick access result codes will also end the call).
Other considerations
Alert: You will not be able to deal with any other interactions you may have whilst on a call with a contact in this manner.
Your SLA's may/may not be parked (paused). This will depend on what your Admin have specified for that setting.