Perform Basic In-Call Functions

This topic describes the basic functions that you can perform when in a two-way call.

Place a Call on Hold

Record a Call

End a Call

Place a Call on Hold

1. Click the Hold  button. The call status icon on the left changes to display the hold symbol, and the caller hears hold music. A timer is displayed to remind you how long the call has been placed on hold.

2. To resume the call, click the Hold button again.

Note: your administrator may have configured your account to continue recording when a call is on hold.

Record a Call

If storm recording is available, click the Record  button to record the conversation. Recording continues until you click the call recording button again or when the call clears. Depending on your organisation's settings, you may hear a beep tone when recording starts and ends.

Note: if an integrated application pauses call recording, the Paused  icon is displayed until the application resumes recording. It is not possible for you to pause or resume call recording.

End a Call

1. Click the Disconnect  button or use the disconnect function on the device itself.

Depending on your settings, you may be placed in wrap following the call. While you are in this status you will not be available to handle further calls. Your wrap status may last for a configurable period of time, until you select a completion code, or until you manually mark yourself as available.

2. If presented, select a completion code that best sums up the call. This might be presented in a list or as a set of buttons, such as 'General Enquiry' or 'Sales'; or depending on your settings, a text box may be available to record information such as an account number.

Note: depending on your settings text may be limited to predefined entries.

3. If presented, select a sentiment category that allows you to tag the outcome of the interaction with a value (typically positive, negative or neutral).

4. Click Submit to commit codes selected from a list.

Note: the Wrap-up  button (if available) allows you to select a completion code before the call has ended. Your system may be configured so that you are not able to proceed to wrap until you have entered a completion code.