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If enabled for your account and in your browser, a web notification also appears. For more information, see Call notifications in ContactPad.

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.

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Warm and cold transfers

A transfer can be one of two types:

  • Cold transfer: you transfer a call directly to a third party without connecting to the third party yourself first.
  • Warm transfers: you initially connects to a third party before transferring the call. Generally, you will communicate with the third party while connected to them and then perform the transfer. For example, you may pass on information about the caller to the person you're transferring them to.

The type of a transfer used depends on which features are enabled for your account.

For more information, see Warm and cold transfers in ContactPad.

To consult with a third party about your current call, 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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The amount of time you have in the Wrap Up (Auto) state is automatically set by your supervisor, but, for inbound calls, the wrap time can be different for each call type you receive. In all cases, ContactPad shows the wrap time counting down.

If you set yourself to Wrap Up (Manual) you will remain in this state until you manually change your state again. 

Following Wrap up (Auto) — when the timer has counted down to 0 seconds — your state changes to Ready, Ready for Outbound,or the state configured in State after wrap in an Automatic Call Distributor (ACD) applet, automatically. Whether you change to Ready or Ready for Outbound is determined by your supervisor. If your call center generally receives more inbound calls than makes outbound calls, the default ready state is likely to be Ready. If your call center makes more outbound calls than receives inbound calls, the default ready state is likely to be Ready for Outbound.

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.

Extending wrap time

Sometimes you may need more time at the end of the interaction to complete related tasks. If enabled for your account, while in automatic wrap, you can click to extend the wrap time.

If you are using ContactPad for single interactions, click Extend Wrap near the top of ContactPad.

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Each time you click to extend wrap time, the remaining time is extended to the maximum wrap time. This time may vary between interactions.

For more information about extending wrap time, see Extended automatic wrap in ContactPad.

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. You cannot receive any new calls.

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