Voice Consultation
The Voice Consult functionality enables you to consult with an internal target or a contact about the current voice interaction.
During the consultation, you can transfer to the target or start a conference with the target. The target can choose not to accept your consultation, transfer, or conference request, and can choose to end the consultation. Voice consultations that are started from an active interaction enable the internal target to view case data, contact information, and history.
Consult
The Voice Interaction view enables you to start a consultation with an internal target or a contact about your current voice call.
Click Consult (
).
Use the Team Communicator to find an internal target or a contact.
- After the consultation request is initiated, the contact or internal target is put on hold, and the consultation request call is presented to the consultation target.
Transfer
To talk to the transfer target prior to transferring the call to the internal target or another contact, click Consult in the toolbar.
After the consultation request is initiated, the contact or internal target is put on hold, and the call is presented to the consultation target. When the target answers the call, the consultation is added to the Interaction view.
After your target accepts the consultation, you are connected and you and the consultation target can speak to each other. The contact remains on hold.
Transfer
To complete the transfer, click Transfer (
) from the main voice interaction toolbar, select the consultation target from the Team Communicator, and click Complete Transfer. The contact or internal target is connected to the transfer target, and the voice-call ends in the Voice Interaction view.
You can perform any of the following functions by using the Voice Consult toolbar:
- Alternate (toggle) between the contact or internal target and the transfer target by clicking Resume Call (
). The other party is put on hold until you toggle back or complete the transfer. - End the call to the consultation target and resume the call with the Contact or internal target (
). - Send dual tone multi frequency (DTMF) to the transfer target by using the DTMF keypad (
).
Once the transfer is completed, close the Voice Interaction window by clicking Mark Done (
). You might be configured to specify a disposition code before you can click Mark Done.
Conference
To talk to the conference target prior to conferencing the call to the internal target or another contact, click Consult in the toolbar.
After the consultation request is initiated, the contact or internal target is put on hold, and the call is presented to the consultation target. When the target answers the call, the consultation is added to the Interaction view.
Conference
After your target accepts the consultation, to complete the Conference, click Conference (
), select the consultation target from the Team Communicator, and click Complete Conference. The contact or internal target is connected to the conference targe. The contact or internal target is connected to the conference target.
You can perform any of the following functions by using the Voice Consult toolbar:
- Alternate (toggle) between the contact or internal target and the conference target by clicking Resume Call (). The other party is put on hold until you toggle back or complete the conference.
- End the call to the conference target and resume the call with the Contact or internal target ().
- Send dual tone multi frequency (DTMF) to the conference target by using the DTMF keypad ().
After the conference is established, you can perform the following actions:
- Complete the call by clicking End Call ().
- Close the Voice Interaction window by clicking Mark Done (
). You might be configured to specify a disposition code before you can click Mark Done.