Handling an Incoming Call

How do I Get Calls?

Phone calls (voice calls), and chat messages between you and a customer (contact) or someone from your company (internal target) are called interactions because you interact with that person through a communication media.

Inbound interactions are usually those delivered (such as those routed, transferred, conferenced) to you by the system.

The most common capability across all media includes Case Information which provides you with critical information about the active interaction.

Functions and Information for Interactions

• Disposition Code — Enables you to assign a code to an ongoing or terminated interaction that qualifies the outcome of the interaction.
• Note — Enables you to enter comments about the current interaction.