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How do I answer a call?

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.

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• 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, short code, 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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RejectIncoming RejectIncoming

How do I reject an incoming call?

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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ConsultTransfer ConsultTransfer

How do I consult with and, optionally, transfer to a third party?

While on a call, you can consult with another agent or someone on another number about the call. If you have the Consult to Queue feature enabled for your account, you can also consult with a queue or service. More specifically, you consult with an available agent servicing the queue or service. For information about the Consult to Queue feature, see Consult to Queue. During consultation you can choose to transfer the call to the consulted agent, number, short code, queue, or service.

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1. Click Consult. A new dialog box appears displaying all agents, queue names, service names, and agent groups in alphabetical order.
   

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   _ExcerptConsultListNavigation _ExcerptConsultListNavigation nopanel true

2. Press Return or click Dial to connect to the selected agent or the telephone number provided, or wait in the queue or service for an available agent to consult:
   

   • If you selected an agent or another number you will hear ringing until you are connected or until the consult times out.

     Note
     The timeout for consulting with another agent or telephone number is configurable in System Settings. For information about configuring the timeout, see Editing System Settings.

     Your caller hears on-hold music until you return to or transfer the call.

   • If you selected a queue or service and have the Consult to Queue feature enabled, the original caller is put on hold and hears on-hold music. You—the agent—enter and wait in the queue or service. For more information, see Consult to Queue. While waiting, you can click Alternate to switch between the queue and the original caller.

   • If you selected a queue or service and do not have the Consult to Queue feature enabled for your account then the original call is transferred immediately to the selected queue or service.

3. When you are connected to the target agent or telephone number, or agent servicing the queue or service, the active call control buttons change.

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   Column width 60% Release, Alternate, and Transfer—become active. To end the consult connection, click Release. The active call control buttons change again. Retrieve and Consult—become active. To reconnect with the caller, click Retrieve. You are connected to the caller. To consult another agent or number, or to transfer the call to a queue or service, click Consult. Go to step 1. To transfer the caller to the consulted agent or number, click Transfer or hang up your telephone. The call is transferred and your state changes to Call Transferred for 5 seconds. Insert excerpt _ExcerptTransferringCalls _ExcerptTransferringCalls nopanel true To alternate between the caller and the consulted agent or number, click Alternate. You can alternate as many times as you require. Info If you hang up your telephone without releasing the consult connection, your caller is transferred to the consulted number. Column width 40%

   
   

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Conference Conference

How do I add another party to an existing inbound call (inbound conference call)?

While on an inbound call, if enabled for your account, you can add another participant to the call, for example another agent.

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EndingCall EndingCall

How do I end an inbound call?

At the end of an inbound call, you can end the call in one of three ways:

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