Internal Voice Interactions

The Voice Interaction Window enables you to start a voice interaction with an internal target. You can communicate with other agents or internal targets by using the Team Communicator toolbar in the Main View or from the Voice Interaction view while you are handling an active call with a Contact.

Communicating with Another Agent

The Voice Interaction Window enables you to call another agent or internal target. Use the Team Communicator to find an internal-target agent.

In the Internal Target Action menu, select Call <target name>. If the internal target accepts your invitation, the status in the Voice Interaction Window changes to Connected. You can now talk to the internal target.

You have access to the same controls and functionality when you are talking to an internal target as when you are talking to a contact. You can do the following:

• Check the call status.
• Perform call actions, such as ending the call, putting the call on hold, sending DTMF, or transferring/conferencing the call. Refer to Voice Interactions for a list of additional actions and limitations.

Communicating with Another Agent While Handling an Active Interaction

Interaction Workspace enables you to handle more than one voice interaction simultaneously. For example, you can put an active call on hold and launch a new voice interaction. This is done, typically, to consult with another agent or internal target to whom you do not intend to transfer or conference the active call.

If you start a new voice interaction, the original active call is put on hold, and you are connected to the internal target. To resume the original call, click the Resume Call button on the original voice interaction window.

While the original call is on hold, you can connect to the internal-target call. The standard call actions are available.