Handling an Incoming Call

You can start receiving calls as soon as you set your status to Ready on the voice channel in the Gplus Adapter for Salesforce. When you get a call, the adapter's incoming call screen displays the call overview area, where you can Accept or Reject the call and see the amount of time since the call came in. You also see the call details area, which displays sections for Case Information, Participants, Disposition, and Notes. You can review this information before deciding whether to accept or reject the call.

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 view still displays the call details area):

Important

If your administrator has configured it, you might also see related information about the caller in Salesforce. For example, if the caller already exists in the Salesforce contact database, you might see the Edit Contact screen.

Action	Button	Description
Hang up		Ends the call.
Hold		Places the call on hold. If you do this, you'll see a slightly different list of actions with a Retrieve button ():
Instant Transfer		Redirects the call to another contact you select using Team Communicator. See Transferring a Call for details.
Instant Conference		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		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.
Consult		Starts a consultation with another contact before transferring or conferencing the call to that contact. See Initiating a Consultation for details.

Accepting Another Call

While you're on an active call, you might get another unrelated direct call from someone else. If this happens, the adapter opens a new tab and shows you the same call overview information with the option to accept.

Tip

You don't see Reject in this scenario because rejecting a call puts it back in the system so it can be routed to another available agent. We don't want that to happen if someone is trying to call you directly.

As soon as you accept the new call, the adapter puts your original call on hold. You can go back to your original call by selecting the corresponding tab and clicking Retrieve () — this puts your second call on hold. If you have more than two active calls, the rest are displayed in a dropdown list next to the tabs.

Finishing a Call

When your call is over, either because the initiator left the call or you clicked Hang up (), you will probably need to update some information in the call details area. Your environment might be configured to automatically change your status to After Call Work to give you time to complete this task; if not, you can change the status yourself.

Now you can set the disposition or add any notes about the call. When you're finished, click Mark Done to complete the call and go back to the main voice channel view. This updates the call with the information you entered and, if configured by your administrator, automatically changes your status to Ready, Not Ready, or some other value; if not configured, you have to change it yourself.

If you are finishing multiple calls, just click the tab for a call, enter any necessary information in the call details area, and click Mark Done. Then, move on to your next call tab.

Case Information

The Case Information section shows you read-only information about the call — the exact information is determined by your administrator.

Here are a few examples of some information you might see in your call view:

• Origin
• Target
• Contact name
• Call type
• Account information
• Subject

Participants

The Participants section shows you read-only information about who else is on the call and the state of the call (Ringing, Connected, Ended, and so on). This section especially helpful when you're trying to keep track of who is participating in a conference call, for example.

Disposition

If configured by your administrator, you can change the disposition for a call either during the call or as part of your after call work. To update, just click the dropdown list and select a disposition. The change is saved once you click Mark Done.

Note

If configured by your administrator, you can add notes to the history for the contact either during the call or as part of your after call work. To update, just enter your comments in the text field. The notes are saved once you click Mark Done.