You accept calls in the Agent and handle them there: hold, transfer, bring in colleagues, hang up. This applies to calls from the queue as well as to callbacks and calls you start yourself.
Softphone and desk phone
After login, the Agent registers its integrated softphone with the phone system using your extension. You then make calls through the headset on your computer. The status bar shows Registered at PBX with the name of the phone system or Not registered at any PBX. Clicking this display registers the softphone again.
If a desk phone is also registered to your extension, it rings too. You can also pick up the call there. You still operate Hold, Transfer and Conference in the Agent. Mute and touch tones from the Agent, on the other hand, only apply to the softphone; on the desk phone, use its keys for this.
For the softphone to ring and hear you, a microphone and a speaker must be set up — see Devices. If they are missing, Accept and Dial are locked.
The buttons
All commands for calls are in the ribbon on the Actions tab in the Softphone group. Each button is only active when it can do something at that moment.
| Button | Effect |
|---|---|
| Accept | Accepts the ringing call — see Accepting conversations. |
| Terminate | Hangs up. If the call is still ringing, Terminate rejects it. During a consultation call, it only ends the consultation call. |
| Hold | Puts the caller on hold and brings them back. The hand is green while you are talking and orange while the caller is waiting. |
| Transfer | Hands the caller over to the colleague you reached in a consultation call — see Transferring and consultation calls. |
| Conference | Connects the caller, the consultation target and you. |
| Dial | Opens the dial pad — see Making calls. The icon is red as long as the softphone is not registered with the phone system. |
| Mute | Mutes your microphone and turns it back on. Red means muted. |
| Calls | Lists your current calls as soon as there is more than one. |
During a call describes what you do with these buttons in a call.
What the Agent shows during a call
- The notification window names the channel when ringing — Call, Voicemail or Playback Call — and the attached data, such as the caller’s name and phone number.
- The status bar shows the phone number, name, language and skill of the call and its Duration. After the call, it shows Last call duration.
- The Attached data module shows everything that is known about the call: channel, skill, language, caller and phone number, plus the data the flow has collected.
- The Agent’s icon in the taskbar shows a telephone receiver.
If the skill has a warning time for handling, the Agent reports Warn handling time when it has expired: Please finish this conversation soon.
If the connection to the phone system drops
If the softphone loses its registration with the phone system, the Agent reports this, and the display in the status bar changes to Not registered at any PBX. You cannot make calls until the connection is restored. Wait a moment, or click the display to register the softphone again. If the Agent asks for the SIP password, enter it again.