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When you receive an inbound call, the following things happen:
- your Your state automatically changes to Busy Inbound
- the The call control buttons—Release, Hold, and Consult—become active
- the The Pause button becomes available (if this feature is enabled for your account)
details Details of the inbound call appear in the information panel
Info 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 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.
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You can now perform one of the following tasks:
- end End the call. For information about ending a call, see How do I end an inbound call? later in this page.
- put 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 Consult with a third party—another agent, number, short code, queue or interaction plan—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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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 interaction plan. More specifically, you consult with an available agent servicing the queue or interaction plan. 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 interaction plan.
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, short code, external number, interaction plan, or queue about the call.
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Warm and cold transfersA transfer can be one of two types:
The type of a transfer used depends on which features are enabled for your account. For more information, see Warm and cold transfers. |
To consult with a third party about your current call, perform the following steps:
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start by clicking Consult. A new dialog box with the address book appears. For information about the address book and what it contains, see ContactPad address book.
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If you selected an agent or another number you will hear ringing until you are connected or until the consult times out.
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The timeout for consulting with another agent or telephone number is configurable in System Settings. For information about configuring the timeout, see Editing Configuration (Account Settings). |
Your caller hears on-hold music until you return to or transfer the call.
What happens next depends on which features are available for your account:
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By default, consulting with an agent, short code, or external number will connect you to that third party. Consulting with an interaction plan or queue will cold transfer the call immediately to that interaction plan or queue.
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If warm transfers are enabled for your account, consulting with any third party will initially connect you to that third party. You can then warm transfer to them if desired. You cannot cold transfer the call. To continue, press Return or click Dial.
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If a choice of warm or cold transfers are enabled for your account, you can choose to consult with and optionally warm transfer, or cold transfer, to a third party.
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If you are connected to the third party, the active call control buttons change.
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 interaction plan, click Consult
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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.
- To transfer the caller to the consulted agent or number, click Transfer or hang up your telephone. The call is transferred.
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Click Ready at any time while in the Wrap Up state, ideally as soon as you are ready to take another call. Changing your state back to Ready as soon as possible helps your call center to answer more calls, and helps you to reduce your overall wrap up statistics.
Abandoning calls
Occasionally, when you end a call, ContactPad becomes unresponsive. You might not be able to use the call control buttons or change your state—you might remain in a Busy state and do not return to Ready, Ready for Outbound or your chosen intended state. You cannot receive any new calls.
In case of such problems, you should abandon the call.
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| Abandoning a call may affect statistics, recordings, and customer experience. You must only abandon a call if ending it in the correct way has not worked. |
To abandon a call, click the no entry icon on the information tab. A message appears to inform you that you must only abandon the call if releasing it has not worked. To proceed, click Abandon.
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After abandoning a call in ContactPad, sometimes the call will continue at a telephony level. This is to ensure that you are not suddenly disconnected from the customer even if your intention was to end the call. You can continue to communicate with your customer, but, because the call will be disconnected from ContactPad so you can no longer use it to control the call. You, the caller, or both, must hang up to end the call at a telephony level. |