Telephony
To call a supervisor when you are on a call, see Conferencing in a supervisor (page 34).
Procedure steps
Step Action
1On the Agent Desktop Action bar menu, click Supervisor.
--End--
Making a call
Make a call using Agent Desktop. Ensure that you follow the steps based on the type of phone number you want to call:
•the default phone number
•a new external phone number
•a new internal phone number
Procedure steps
Step Action
1On the Agent Desktop Action bar menu, click Initiate Call.
2In the text box to the left of Initiate Call, enter the phone number to dial.
3Click Initiate Call again.
The phone number is dialed. A new work item is added to the work list and the call timer on the work items starts to increment.
4Click Release when you complete the call.
5If required by your supervisor, enter an activity code in the Activity Code box, and then press Enter.
--End--
Using DTMF digits
Use the
Procedure steps
Step Action
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