Mitel Version 5.7 SP1 Making and handling calls using Contact Center Client

Using Contact Center PhoneSet Manager and Contact Center Softphone 379
Making and handling calls using Contact Center Client
You can open an agent, employee or extension monitor, or the Queue Now monitor and right-click an agent
and select telephony functions. For example, when you are on a call you can consult with an idle employee by
right-clicking the employee’s cell and clicking Transfer/Conference, or by sending the employee an instant
message. (See Figure 14-7.)
Figure 14-7 Consulting with a person while on call
Making calls
To call an agent using Contact Center Client
• Right-click the cell of an idle agent and click Call.
Forwarding calls
If a call is ringing on your extension, to forward the call using Contact Center Client
• Right-click the cell of an idle agent and click Forward.
Answering calls
If a call is ringing on another agent’s extension, to pick up the call using Contact Center Client
• Right-click the cell of the agent and click Pick up.
Adding call notes
When agents are speaking with customers, they can add notes to calls to share with other contact center
employees involved in the call. This ensures agents and supervisors have context on calls and know what
information has been provided to customers upon call transfer. See “Adding call notes to a call” on page369.