Getting Started
What is the Agent Console?
The Agent Console is a web-based application that allows you to handle incoming and outgoing calls for your organization efficiently. It centralizes call handling, contact management, and monitoring in a single interface.
With the Agent Console, you can:
- Screen and answer incoming calls from inside or outside your organization
- Place calls on hold, transfer them to colleagues, or forward them to queues or voicemail
- Search, view, and manage your contacts to quickly find the right person or department
- Monitor active calls and agents’ status to understand current workload and availability
Prerequisites
- Modern web browser : Google Chrome and Microsoft Edge
- Active Heedify CX license
- Teams environment with calling enabled
- Network access to Heedify services