Jump to: navigation, search

How do I start a voice consultation with someone in my company?

The Voice Consultation feature lets you to consult with an internal target (usually another agent or your supervisor), or anyone else who you can call, about the current interaction.

During the consultation, you can transfer to the target or start a conference with the target. The target can choose not to accept your consultation, transfer, or conference request, and can choose to end the consultation. Voice consultations that are started from an active interaction let internal targets view the case data.

Consult

The Consult interaction view enables you to start a consultation call with an internal target (usually another agent or your supervisor), or anyone else who you can call, about your current interaction.

Use the Team Communicator to start a voice consultation with another agent

Starting a Consultation Call

  1. Select Consult IW Consultation Icon 850.png.
  2. Use the Team Communicator to find an internal target (an agent or a skill) or a contact.

When a voice consultation request is started, the contact or internal target is put on hold, and the consultation request call is presented to the consultation target.

You can perform any of the following functions by using the Voice Consultation toolbar:

  • Alternate (toggle) between the contact or internal target and the consultation target by selecting Resume Call IW Retrieve Call Button 850.png. The other party is put on hold until you toggle back or complete the consultation call.
  • End the call to the consultation target and resume the call with the contact or the internal target by clicking End Call IW End Call Button 850.png.

Transfer

The Transfer interaction view lets you transfer your call to the person who is consulting with you about the call.

Transferring a Call

To complete a transfer:

  1. Select Instant Call Transfer IW Instant Voice Transfer Icon 850.png from the main voice interaction toolbar.
  2. Select the target from the Team Communicator.
  3. Select the Instant Call Transfer button beside the desired targets name. The call is connected to the transfer target and the voice call ends in your Voice Interaction view.

Once the transfer is completed, close the Voice Interaction view by selecting Mark Done IW Mark Done Button 850.png. You might have to specify a disposition code before you can select Mark Done, depending on how your administrator configured your contact center.

Talking to the Target before Transferring the Call

Select Consult IW Consultation Icon 850.png in the toolbar to talk to the transfer target before you transfer the call to them.

After the consultation request is initiated, your call is put on hold, and the consultation call is presented to the consultation target. When the target answers the call, the consultation is added to the Interaction view.

After your target accepts the consultation, you are connected and you and the consultation target can speak to each other. The contact remains on hold.

Conference

The Conference interaction view enables you to join the consultation call target (an agent or a skill) to your original call as a conference call.

Conferencing a Call

To complete a conference:

  1. Select Instant Call Conference IW Instant Voice Conference Icon 850.png.
  2. Select the target from the Team Communicator.
  3. Select the Instant Call Conference button beside the desired target's name. The original call is connected to the conference target.

After the conference is established, you can perform the following actions:

  • Leave the call by selecting End Call IW End Call Button 850.png. The conference target remains on the call with the other party.
  • Close the Voice Interaction window by selecting Mark Done IW Mark Done Button 850.png. You might have to specify a disposition code before you can select Mark Done, depending on how your administrator configured your contact center.

Talking to the Contact before Conferencing the Call

Select Consult IW Consultation Icon 850.png in the toolbar to talk to the conference target prior to conferencing the call to them.

After the consultation request is started, the original call is put on hold, and the consultation call is presented to the consultation target. When the target answers the call, the consultation is added to the Interaction view.

Removing a Party from the Conference Call

To remove a party from a conference, depending on how your administrator configured your contact center:

  1. Select the Party Action menu on the Voice Interaction view.
  2. Select Delete From Conference to remove that party from the conference. You can still talk to the party who was not removed from the conference.




Feedback

Comment on this article:

blog comments powered by Disqus
This page was last modified on 18 February 2016, at 12:49.