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If enabled for your account and in your browser, a web notification also appears. For more information, see Call notifications.
When If you answer your phone, you are connected to the caller. If you cannot accept the call right now, you can reject it. For information about rejecting a call, see the How do I reject an incoming call? section later in this page.
You can now perform one of the following tasks:
- 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.
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Before you are connected to a call, you can reject it. To reject a call when you receive an inbound call, click Release in ContactPad. The inbound call is then returned to the queue and routed to the next available agent.
After rejecting an inbound call your state automatically goes into No Answer.
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