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Press * to return to return to the call on hold. Then type in the number you wish to dial instead and press #.
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What happens if I try and consult with an agent who is away from their desk?
You will hear "I'm sorry this agent is not currently available" and you will be put back on hold. The caller will still be on hold and will hear hold music. You can then try to consult a different agent or retrieve the caller.
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What happens if the caller ends the call while I am consulting with an agent?
You and the agent that you are consulting with will continue speaking to each other, but you cannot later retrieve the caller who is no longer on the call.
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What happens if I try to consult with an incorrect number?
Press # and enter the correct number that you wish to dial, followed by the # key.
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If I try to consult with an agent and they do not answer what happens to the call?
You will hear "I'm sorry, that number is not answering". The caller remains on hold and you return to being on hold allowing you to retrieve the caller (press *) or try another consult (press #).
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Taking mid-call payments while on an inbound CCXML call is not a supported feature. If you do try to take a mid-call payment, your state changes to Busy Payment IVR and ContactPad becomes unresponsive. To correct this issue, contact your supervisor and ask them to change your state to Away, or log you out of the NewVoiceMedia platformVCC Admin Portal.
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