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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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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.
To consult with a third party about your current call, perform the following steps:
Click Consult. A new dialog box appears displaying all agents, queue names, service names, and agent groups in alphabetical order.
Insert excerpt _ExcerptConsultListNavigation _ExcerptConsultListNavigation nopanel true Section Column width 20% Column width 20% Column width 20% Column width 20% Column width 20% - 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.
When you are connected to the target agent or telephone number, or agent servicing the queue or service, the active call control buttons change.
Section 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% - To end the consult connection, click Release. The active call control buttons change again. Retrieve and Consult—become active.
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