Press * on your handset during the call with the caller.
Press * to put the caller on hold and then press * again.
During the call press * on your handset and then type in the phone number, agent ID or short code of the person you would like to consult with. Then press the # key on your handset.
If Bob initiated a consultation with Sue and hangs up the phone, the call will automatically be transferred to Sue. If Sue hangs up the phone, the caller and Bob will return to be on hold.
Press * to return to return to the call on hold. Then type in the number you wish to dial instead and press #.
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.
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.
Press # and enter the correct number that you wish to dial, followed by the # key.
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 #).
If you wish to reject the call rather than answer it, you will need to click Release on the Agent Interface or press reject on your handset.
Yes—press * to put the caller on hold, press the phone number, agent ID or short code you wish to transfer to, and then press #. When you hear ringing, hang up the phone. This results in a 'Cold Transfer' and transfers the call without connecting to the agent first.
No. No one is able to consult with you when your phone is in this state, whether using DTMF or ContactPad. The person trying to reach you will hear "I'm sorry, that number is currently busy" and will be put back on hold.
What happens if I try to transfer to somebody who is already on a call?
You will hear "I'm sorry that number is busy" and be put back on hold.
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 VCC Admin Portal.