Call handling

Heedify supports agent call handling and pending callback monitoring in the Agent Console, integrated with Microsoft Teams and Teams Phone. Agents can review callbacks from their queues, including the promised time and queue position.

Receive the call

To accept an incoming call, select Accept in the incoming-call pop-up. The call then appears in the active calls zone.

Heedify Agent Console incoming-call pop-up with Accept and Decline controls.

Heedify Agent Console active call panel with call controls and call history.

If the caller’s number is associated with a contact, the contact’s display name appears instead of the number.

Active Call options

During a call, you can use the call controls to manage the interaction. Use the action icons to:

Action What it does
Add participant + Add the caller as an external contact.
Pause or resume Pause or resume the call.
Mute or unmute Mute or unmute your microphone.
View participants View participants on the call.
Open dial pad Open the dial pad to enter DTMF digits.
Start or stop recording Start or stop call recording, if recording is enabled for your organization.

Heedify Agent Console active-call toolbar with pause, microphone, add-participant, hang-up, and open options controls.

Call transfer

You can transfer a connected call in one of these ways:

  • Blind transfer
  • Consultative transfer

Blind transfer

Blind transfer sends a connected call to another agent, department, or external contact without consulting the recipient first.

Drag and drop the active call onto the recipient’s entry.

Heedify Agent Console showing an active call being dragged onto a recipient for blind transfer.

The transferred call card displays the caller and the agent who transferred it.

Heedify Agent Console call card showing caller and transfer-origin details after a blind transfer.

You can also select the transfer button in the contact’s Actions bar after the call is connected.

Heedify Agent Console transfer button in a contact's Actions bar.

Consultative transfer

Consultative transfer, also called attended transfer, lets you speak with the recipient before completing the transfer. To start, select the double-arrow transfer button in the call controls.

Heedify Agent Console showing a consultative transfer with both call legs active.

Requeue a call

Requeue a call when it needs another department or group, when you cannot assist the caller, or when calls need to be redistributed. Drag and drop the active call onto the desired queue.

Heedify Agent Console showing an active call beside the available queues, including the target queue for requeueing.

Pending callbacks

Select the callback icon in the right-hand information panel to open Pending callbacks. This view appears when at least one queue assigned to you has callbacks enabled and lists pending callbacks from those queues.

Heedify Agent Console Pending callbacks panel showing callers, callback queues, promised times, and queue positions.

Callbacks are ordered by promised time, earliest first. Each row shows the caller’s number, queue, promised time, whether the callback is due today or later, and its position in the callback queue. When applicable, a row also shows the number of attempts and an at risk or VIP marker.

The list refreshes automatically every 30 seconds. Select Show more to load additional callbacks. If there are no pending callbacks, the panel shows No pending callback. If callbacks are not enabled on any of your queues, it shows Callback is not enabled on your queues.

Receiving a callback

When a callback reaches you, it arrives as an incoming call in Microsoft Teams. Answer it as you would any other call.

Make a call

You can place calls directly from the Agent Console using Call or Teams Call. These are peer-to-peer (P2P) calls.

Heedify Agent Console showing call actions beside a searched contact while another call is active.

Call on behalf of an organization line

To call on behalf of an organization line, open the arrow beside Call and select the line. Leave Call as Myself selected to call as yourself. Select Call to place the call.

Heedify Agent Console call menu with Call as Myself and available organization lines for on-behalf-of calling.

Works with: Microsoft Teams, Teams Phone.