Handling a Call

Call actions are standard controls for voice interactions. Interaction Workspace enables you to perform the following call actions:

Call Actions

• End Call — Click End Call () to disconnect the call.
• Hold Call — Click Hold () to place the active call on hold. If a call is on hold, you cannot hear the contact and the contact cannot hear you.
• Retrieve Call — Click Retrieve Call () to reconnect to a call that is on hold. You will be able to hear the contact, and the contact will be able to hear you.
• Instant Call Transfer — Click Instant Call Transfer () to redirect the current voice interaction to a contact or internal target that you select by using the Team Communicator.
• Instant Call Conference — Click Instant Call Conference () to start a voice conference instantly with the current voice interaction and a contact or internal target that you select by using the Team Communicator.
• Start Voice Consultation (Transfer) — Initiate a voice interaction to talk to the transfer target prior to transferring the call to the internal target or another contact.
• Start Voice Consultation (Conference) — Initiate a voice interaction to talk to the consultation target prior to conferencing the call to the internal target or another contact.
• Send DTMF — You can attach numerical data to a call by entering dual-tone multi-frequency (DTMF) digits into the call case history. Click the keypad button () to open the DTMF keypad, then type numbers into the number field or click the keypad numbers to enter numbers.

Disposition Code

The Disposition Code view enables you to assign one or more codes to an ongoing or terminated interaction to qualify the outcome of the interaction.

The Disposition Code view is a tab in the Interaction window. It contains a checklist of options that you can click to specify the outcome of the interaction.

Click a disposition radio button to select a disposition code for the interaction.

Depending on your system configuration:

• You might have to set a disposition code before you click Mark Done.
• You might be able to click Mark Done without a disposition code.
• The Disposition Code view might not be displayed.