Table of Contents maxLevel 4
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To make an outgoing manual call, you need to open the CTI panel (Fig. 1) by clicking on the cellphone icon (1).
Fig. 1. Opening the CTI panel
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Learn more about client identification here.
3. Call from an inbound queue
In order for the agent to be able to take part in processing calls from the inbound queue, he must have the corresponding skill of this queue added. Learn more about managing agents and their skills here. Queues, as well as skills, are preconfigured on the side of the Webitel system.
The system will distribute calls to the agent if he has both statuses "Ready" and "CallCenter" set. Learn more about agent statuses here.
When an incoming call is received from a Contact that has not been identified in the Creatio system, its phone number is displayed on the communication panel (Fig. 7). The agent has the possibility to accept or reject a call, as well as run basic business processes:
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- Consult transfer (3) (conditional) – allows you to speak with the other party before transferring the call. After selecting this option, a list of contacts opens, where you can transfer the call, or enter the desired destination number in the input field (1) (Fig. 14). Then you need to press the cellphone icon (2) to make a call.
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