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Calls

Workspace provides you with controls and features that let you handle voice interactions with contacts or team members.

Regular calls vs. web-based calls

You might be using web-based calls (sometimes called browser based calls or WebRTC). If you do, you can read about the differences, such as how to log in, how to control the volume and mute, or how to give call quality feedback, between regular calls and browser based calls here.

For information about making calls, see the following topics:

How do I handle an incoming call?

If you want to perform a warm transfer or a two-step transfer, click Consult to talk to the consultation target and then click Transfer to transfer the call.

How do I use my mobile or desk phone to answer a call?

If you use a mobile phone or a desk phone instead of a headset connected to your workstation to handle calls, you might have to handle things a little differently if your contact center uses Nailed Up connections. If you don't use a Nailed Up connection, just use Workspace to answer your calls as usual.

How do I handle calls with a Nailed Up connection?

If your contact center uses Nailed Up connections, your supervisor should tell you to use your phone to answer calls, not the Workspace desktop.

Log in and set your status to Ready as usual.

When a new call is directed to you, a notification pops up on your desktop to inform you that you have a new call. DO NOT click Accept to dismiss the pop-up!

Answer the call on your phone. Information about the call is displayed in Workspace.

Don't end the call by hanging up your phone. Use Workspace to end the call by clicking IW End Call Button 850.png.

If you end the call by hanging up your phone, Workspace cannot automatically answer your calls, and you will have to answer them yourself using your phone.

Where can I get help to handle a call?

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If you want to perform a warm transfer or a two-step transfer, click Consult to talk to the consultation target and then click Transfer to transfer the call.

What other actions can I take during a call?

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  • Send an email or make another call
  • Update contact information
  • Record the call
  • Hold IW Hold Call Button 850.png and resume IW Retrieve Call Button 850.png
  • Dial digits IW Open DTMF Keypad Button 850.png without using your phone. For instance, you can use this dialer when you are navigating a phone system. You might not hear tones when you dial using this tool.

How do I control the volume of my headset and mute myself?

Your administrator can set up the controls for your microphone and speakers on your headset to let you mute and unmute yourself and/or your contact, and let you control the volume of your microphone and speakers.

Depending on how things are set up, you might see different configurations of buttons:

  • Mute/unmute your microphone
WWE 852 Microphone Button.png
  • Adjust the volume of your microphone
WWE 852 Microphone Volume Button.png
  • Mute/unmute your speaker
WWE 852 Speaker Button.png
  • Adjust the volume of your speaker
WWE 852 Speaker Volume Button.png
  • Adjust the volume of both your microphone and your speaker
WWE 852 Microphone Speaker Button.png

What do I do at the end of a call?

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What happens when I put someone on hold?

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You can see how long you have placed a caller on hold, if enabled.

After you click Hold (IW Hold Call Button 850.png), a timer and progress bar begin to count the seconds that the call is on hold.

The progress bar changes from green to yellow to red as time goes by. If the progress bar changes to red, the call might have been on hold too long and you should click Resume (IW Retrieve Call Button 850.png) to update the contact and let them know that they are still on the call.

How do I manually select a Caller Identification?

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When you make a call, you might have to choose a Caller Identification to be displayed on the phone of the contact. This feature might also be enabled for calls that you are transferring or conferencing.

The person you call sees the Caller ID you select. The previous Caller ID that you selected is selected by default. To hide your identity, you can select Anonymous if available. Ask your supervisor about when to use this feature.

How do I record a call?

The Call Recording functionality (for VoIP/SIP enabled agents only) enables you to record the current voice interaction with a contact or an internal target. Workspace supports two different types of call recording: emergency recording and controlled call recording. Your system administrator configures the type of call recording that is supported in your environment.
Important
Your contact center might record every call. You might not have the ability to control call recording. You will receive a notification that recording is in progress.

If your account is set up for emergency recording, you can start and stop recording by using a single toggle button.

If your account is set up for controlled recording, you can start a recording, pause a recording, resume a recording, and end a recording.

Call recording enables you to perform the following functions:

  • Record the call — Select Record the Call (IW SIP Record Call Button 850.png) to record a call.
  • Stop recording the call — Select Stop Recording the Call (IW SIP Stop Record Call Button 850.png) to stop recording a call that you are currently recording.
  • Pause recording the call — Select Pause Recording the Call (IW SIP Pause Record Call Button 850.png) to pause recording a call that you are currently recording.
  • Resume recording the call — Select Resume Recording the Call (IW SIP Resume Record Call Button 850.png) to stop recording a call that you are currently recording.

When you are recording a call, the call icon in the connected-parties area changes to red.

When you pause a call recording, the red call icon changes back to gray.

A call-recording icon (WWE 852 SIP Call Recording In Progress Icon.png) is displayed in the title bar of the Main View when a call recording is active.

How do I forward my calls?

To forward calls to a different extension or phone number, on the selected media channel, in the Forward column, click No Active Forward and Forward.

This action opens the Forward dialog box. Enter the number to which you want to forward your calls and click Apply. Click Cancel to return to the My Channels tab without forwarding your calls.

If you have an Active Forward set and you want to disable it, on the voice channel, in the Forward column, select Forwarded to <number>, and select Cancel Forward to <number>.

In the Cancel Forward dialog box, select Yes to cancel the forward; this removes the active forward and changes the Forward status to No Active Forward. To keep the forward active, select No.

Important
When an Active Forward is set, no call is received by the application.


How do I use my web phone with Workspace?

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Some systems use a web-based phone to allow you to connect to calls. If your system uses a web-based phone, select Use browser communication when you log in.

Make sure your headset is plugged in and properly set up in the Sound control panel, and is the default playback and recording device. Ask your supervisor if you need help setting up your headset.

Each time that you log in to a web-based phone system, you might need to Allow the system to use your microphone.

Web-based phone calls are handled the same way as regular calls, except you have a few extra features you can use:

  • WWE 852 Microphone Button.png will mute (or unmute) your microphone and speakers (headphones), without placing the call on hold.
  • After you end a call, you can rate the quality of the call by selecting the stars below the call controls. Use one star for poor quality, or up to five stars for excellent quality.

Tip: If your web-based calls sound bad, you can troubleshoot your connection.

I got a warning about network problems. What should I do?

During a web-based phone call a message might be displayed under the call controls that tells you "A network problem was detected that might affect the quality of the call", but the call sounds OK to you. What should you do?
WWE 852 Network Problem Warning.png

The problem might be affecting how your contact hears you. Your voice might sound distorted or broken up. This message lets you know that your contact might not be hearing you or might have trouble understanding you. Check with your contact to make sure that he or she can hear you. You might have to call them back or transfer their call to another agent.

When the call ends, a message displays and asks you to rate the call quality on a scale from 1 star to 5 stars, where 1 star means extremely poor voice quality and 5 stars means excellent voice quality. You might have to do this before you can mark the call as Done.

If the problem does not go away during the call or keeps happening every time you are on a call, after the call you can use the Browser Communications Diagnostics tool to test your network.

You can also use the Feedback tool to let your administrator know about issues you might be experiencing.

My web phone sounds bad. What can I do?

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Use the web-based phone call Browser Communications Diagnostics tool, if enabled, to help you troubleshoot call quality problems.

Make sure that your headset is plugged in and enabled in the Sound control panel, then open the Browser Communications Diagnostics tool from the Help menu.

The tool might play a tone, ask you to speak into your microphone, and make a test call. You provide feedback by responding to questions. If the system detects network issues during the test call, it might display a message in the Browser Communications Diagnostics tool.

You can use the Feedback tool to let your administrator know about issues you might be experiencing.

Feedback

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This page was last modified on 10 September 2018, at 06:37.