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 list of Call Actions you can take in the call overview 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.

You can set the disposition or add any notes about the call at any time during the call, as long as you haven't clicked Mark Done.

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.

Before you click Mark Done' to complete the call and go back to the main voice channel view, don't forget to set the disposition or add any notes about the call (if required). When you click Mark Done, your status might automatically change to Ready, Not Ready, or some other value, if configured by your administrator; otherwise, 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.