Call handling

Receive the call

Besides picking the call use Answer button on Queue Zone, it is also possible to answer the call using call pop-up.

Then the call will be placed on the active calls zone

If the caller number is associated to a contact, the display name will be shown instead of the number.

Active Call options

Once answering the call, various options are available.

💡 1 : Add current caller as an external contact 2 : Pause/Resume the call 3 : Mute/Unmute 4 : Display participants 5 : Open Dial-pad to enter DTMF digits

Call transfer

Use one of these methods in the Agent Console for transferring a connected call:

  • Blind transfer
  • Consultative transfer
  • Transfer to voicemail

Blind transfer

Blind transfer redirects a connected call to a new destination without consulting the recipient beforehand. This method is useful for transferring a call to another agent, a different department, or an external contact.

To initiate a transfer, you can drag and drop the call into the recipient’s entry.

Call will contain forwarding details ( Agent name, caller).

Another method to transfer the call is by using the transfer button, which appears on the contact Actions bar once the call is connected.

Consultative transfer

The consultative transfer, also known as an attended transfer, lets you consult the recipient before completing the call transfer.

Transfer to voicemail

Transfer to voicemail allows the agent to directly route a call to the recipient’s voicemail box, enabling callers to leave a message when the recipient is unavailable.

Park a call

Call parking feature allows you to place an active call on hold in the parking spot, where it can be retrieved by another agent. This is particularly useful when:

  • You need to transfer a call but don’t know who is available to take it
  • You want to free up your line while keeping the caller in the system

To park a call, click the Park button in the call controls.

Then the call will be place on the parking spot.

Other agent could pick the call from the parking spot using the cherry pick button. Supervisor could also assign the to another agent.

Requeue a call

The requeue feature allows agents to return a call back to the queue system. This is useful when:

  • The call needs to be handled by a different department or group
  • The current agent is unable to properly assist the caller
  • The call volume needs to be redistributed among available agents

To requeue a call, drag and drop the call on the desired queue. The call will be placed back in the appropriate queue.

Make call

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