1. Inbound call
A ringing sound accompanies The User is notified about an inbound call . It displays in with a ringing sound. The call is displayed in the left block in Inbound Active calls (Fig.1).
Fig. 1. Inbound call
To answer an incoming inbound call, the Agent must click the Answer button in the left panel. The Subscriber is connected to the Agent, and the conversation begins (Fig.2).
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The central block displays the Subscriber's name, phone number, and the name of the Queue from which the call comes. The following buttons are also present:
- call accept button;
- button to transfer the call to another Agent. More about transfer can be found here;
- finish call button.
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The inbound call is displayed in the Active Calls list in the left panel. If you click on a list name, it unfolds, and information about the call is displayed.
Answering a call that looks like this - Fig.2. The right block displays the configured processing. If processing is not configured - the Client info tab is displayed. More information about processing can be found found here.
Fig. 2. Answering a call
The following tools are available after answering a call:
- button at the bottom of the block - expands the numeric keypad with which you can dial the required number to call. Clicking this button again closes the numeric keypad;
If you call another number during the answered call, the previously answered call will go on hold.
- a button to open the history of calls. Located in the upper part of the block. It opens a list of completed calls (Fig.3) with information about the duration of the call, the start time of the call, and the call button. The call is made to the selected number when this button is clicked;
Fig. 3. Call history
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