Answer a call

You can receive a customer call if the organization administrator provides you the necessary permissions. When you receive a call from a customer, a notification dialog box or the voice contact card appears in the active contact list under the voice and all tabs in the agent desktop. The dialog box displays the phone number of the customer, the queue that routed the call to you, and a timer indicating from how long the call is offered to you. You can see the status of the contact as ringing. If the voice contact card is not accepted within the configured timeout interval, the notification card blinks for some time in the active contacts list.

Pause and resume recording during a voice call

You can use agent desktop to pause the recording of sensitive information during a call, and again resume the recording, depending on the permissions assigned to you by the organization administrator. You can see the call recording if it is enabled for your organization. In agent desktop, click pause recording to pause the recording of an active call. Your organization administrator configures a time period beyond which the recording automatically resumes. But, at any time, you can manually resume the recording by clicking start recording.

Enter Call-Associated Data

Your organization can collect data about the call through the Call-Associated Data (CAD) variables. The organization administrator configures the CAD variables from the Webex contact center administration portal. If CAD variables are configured for your organization, then you can edit one or more CAD variable fields in agent desktop during a call with the customer. During a call, click a CAD variable field and enter the appropriate value. Contact your supervisor for the appropriate values for that field.

Hold and resume a voice call

In agent desktop, to put a connected call on hold click Hold. To continue your call with the customer or the consulting agent, click Resume.

Transfer a call

If you cannot resolve a customer query and want to escalate the voice call to a different agent or supervisor, you can transfer the active voice call.

Consult with another agent during a call

You can consult with another agent desktop user while you are on the phone with a customer.

Create a conference call

You can create a conference call with a customer and another agent using agent desktop. While you are consulting with another agent, click conference in agent desktop. The customer is taken off hold and you, the customer, and the other agent can communicate with each other.

Make an outbound call

You can call a customer if your administrator has authorized your agent profile to communicate with customers by phone. The settings in your agent profile determine the format of the phone number you can dial. For example, you might be restricted to dial phone numbers of specific length or beginning with specific area codes.

End a voice call

After you have helped your customer with their queries, it is a best practice to ask the customer to end the voice call. When the customer ends the call, the WRAP UP page appears. If necessary, you can also end the call.

Cisco Voice Channel United States Toll Free Number - Licence - hosted

Cisco - Cloud Software & Services - Voice Channel United States Toll Free Number