...
When you receive a call through the ContactPad you can make use of Vonage Contact Center's call control features; you can put the call on hold, consult with someone else, transfer the caller elsewhere or even control the call recordings.
When you receive an inbound call, the following things happen:
- your state automatically changes to Busy to Busy Inbound
- the call control buttons—Releasebuttons—Release, Hold, and Consult—become Hold, and Consult—become active
- the Pause button the Pause button becomes available (if this feature is enabled for your account)
details of the inbound call appear in the information panel. For information about what is displayed, see Overview of ContactPad.
Info Please note, your own instance of the VCC Admin Portal may not reflect all the features in the screenshots. For example, Search and Note buttons are only available to users of Vonage Contact Center in Salesforce. For information about additional features of ContactPad in Salesforce, see Logging in to and out of ContactPad in Salesforce.
title Internal call By default, if the inbound call is an internal call from another agent in your account, the agent's name will appear in the information panel.
- your phone starts to ring
If enabled for your account and in your browser, a web notification also appears. For more information, see Call notifications.
...
- end the call. For information about ending a call, see How do I end an inbound call? later in this page.
- put the caller on hold. Click Hold to put the caller on hold. The caller hears on-hold music or beeps and the Hold button changes to a Retrieve button. Click Retrieve to speak with the caller again.
- consult with a third party—another agent, number, queue or service—about this call, and, optionally, transfer the call to that third party. For information about consulting with a third party, see How do I consult with and, optionally, transfer to a third party? later in this page.
| Anchor | ||||
|---|---|---|---|---|
|
...
Click Consult to call the person you want to add to the conference (the consulted agent).
Section Column width 55% For information about consulting with a third party, see How do I consult with and, optionally, transfer to a third party? earlier in this page. When you are connected to the target number or agent, in addition to the usual buttons, the Conference button appears in ContactPad.
Column width 45% - Click Conference. All three parties can now hear each other.
- You can now perform one of the following tasks:
Disconnect the consulted agent and return to a two-way call with your customer. Click Release.
Info The same occurs if the consulted agent clicks Release in their ContactPad or hangs up their phone. Connect the consulted agent and the customer, and leave the call. Click Transfer or hang up your phone. The consulted agent now controls the call as described.
Info If the customer hangs up, you and the consulted agent remain in a two-way call.
| Note |
|---|
When you are in a conference call, DTMF call control is unavailable. If enabled for your account, you and your customer can, however, use DTMF tones while in a conference call. The tones will play to all parties on the call. If you need to use DTMF tones in conference calls, contact your account manager. |
| Anchor | ||||
|---|---|---|---|---|
|
...