Handling an Incoming Call
If your status is set to Ready on the voice channel in the Gplus Adapter for Salesforce, you can start receiving calls at any time. When the call comes in, you can scroll through the configured fields, such as Case Information, Participants, Disposition, and Notes to find out more information before you accept or reject. You can expand or collapse these sections by clicking the little arrow (
) next to the section name.
If you Reject the call, you'll be taken back to the main view for the voice channel. If you accept the call, you'll see a call section at the top of the adapter with a list of actions you can take; the rest of the adapter still displays the call information.
During the call, there are lots of actions you can take. You can see the full list at the top of the call screen:
| Action | Button | Description |
|---|---|---|
| Hang up | Error creating thumbnail: Unable to save thumbnail to destination
|
Ends the call. |
| Hold | Error creating thumbnail: Unable to save thumbnail to destination
|
Places the call on hold. If you do this, you'll see a slightly different list of actions with a Retrieve button ( Error creating thumbnail: Unable to save thumbnail to destination ): Error creating thumbnail: Unable to save thumbnail to destination |
| Instant Transfer | Error creating thumbnail: Unable to save thumbnail to destination
|
Redirects the call to another contact you select using Team Communicator. See Transferring a Call for details. |
| Instant Conference | Error creating thumbnail: Unable to save thumbnail to destination
|
Starts a voice conference instantly with the current call and another contact you select using Team Communicator. See Initiating a Conference Call for details. |
| Keypad | Error creating thumbnail: Unable to save thumbnail to destination
|
Calls up the keypad. You can use this to attach numerical data to the call by entering dual-tone multi-frequency (DTMF) digits into the call case history. Enter or select the digits and then hit Enter on your keyboard. Error creating thumbnail: Unable to save thumbnail to destination |
| Consult | Error creating thumbnail: Unable to save thumbnail to destination
|
Starts a consultation with another contact before transferring or conferencing the call to that contact. See Initiating a Consultation for details. |
Content TDB below this point
- Mark Done — You might have to mark the interaction as Done (Error creating thumbnail: Unable to save thumbnail to destination) before you can close the interaction view.
- Your environment might be configured to automatically change your status from After Call Work to Ready, Not Ready, or some other value, when you click Mark Done, or you might have to manually set your status to Ready, or some other value, after you complete your after call work
- Your account might be set up to allow you a certain amount of time after each call to perform After Call Work (ACW). If so, your status for the voice channel will be After call work until the time interval has passed, then it might change to Ready or Not Ready, depending on how your account is set up.
- Your environment might be configured to automatically change your status from After Call Work to Ready, Not Ready, or some other value, when you click Mark Done, or you might have to manually set your status to Ready, or some other value, after you complete your after call work
When you end the call, your status might automatically change to After Call Work; if it doesn't, you should change the status yourself while you enter any relevant information about the call.
Depending on how your environment is configured, you might be able to choose a disposition or enter notes about the call.
Then, just click Mark Done (
) to finish up — you'll be sent back to the main view for the voice channel.
Case Information
The Case Information (attached data) view provides information about an interaction — for example, an account number or type of service. Your system administrator configures which attached information is displayed.
The following are examples of the type of critical information the Case Information view provides about the active interaction:
- Contact name
- Call type
- Account information
- Subject
Disposition Code
The Disposition Code view enables you to assign one code to an ongoing or terminated interaction to qualify the outcome of the interaction.
The Disposition Code view is a menu in the Interaction view. It contains a list of choices that you can click to specify the outcome of the interaction:
Select a disposition for the interaction from the list of dispositions avaialable:
Once a disposition is selected, the disposition list is hidden.
Note
The Notes is a feature that enables you to enter comments about the current interaction or about a selected interaction in the History database.
The comments are stored as a part of the history for the contact. The contents of the Notes can be viewed by any agent who views the contact's history.
Notes is available as a field in the following view:
- Voice Interaction
Type notes in the Note text field and click the Mark Done icon (
).