Perform Call-Handling Functions

Additional buttons are shown on the call handling panel during a call.

Note: the call recording button can be configured by your system administrator to either stop/start call recording, or pause/resume call recording.

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.

Transfer a Call

1. Click the Transfer  button. The caller is placed on hold and a dialog appears allowing you to enter a number for the transfer target.
   
   
   
   You can also open or search the contacts list; clicking a number in the list adds the number to the transfer dialog.

Note: the contacts list shows the current wait time for queues instead of an availability status. If the wait is long you may warn the caller or take an alternative action.
The queue contact icon turns orange if the wait is over five minutes, or red if the wait is over ten minutes.

2. Click Cold (or press F10) to send the call to the transfer target and to disconnect your line, or click Warm (or press F11) to speak to the intended recipient before completing or cancelling the transfer.

Note: if you do not have the option to perform a cold transfer, click the OK button (or press the Enter key). This performs a warm transfer.

3. When the transfer target answers, select one of the following options:

   Toggle	Toggles the line between the intended target and the caller.
   Cancel	Drops the consultation call, keeping the original caller on hold.
   Take Back	Drops the consultation call and takes the caller off hold.
   Transfer	Transfers the caller to the target dropping you out of the call.
   Conference	Connects all three parties, creating a three-party conference.

Transfer Shortcuts

Transfer shortcuts give storm DTA users access to a list of preconfigured destinations that can be dialled with a single click.

1. Click the Transfer  button. The caller is placed on hold and a dialog appears in which the preconfigured destinations are displayed.

Note: the call transfer can either be a warm transfer, or a cold transfer, depending on how the system administrator has configured the button.

Immediate Conference Calls

You can start an immediate conference call with a third party by clicking a single button. Telephone numbers are configured against specific buttons by your system administrator.

1. Click the Add Participant  button to display the available choices.

2. Select a button from the list to start a conference call, or enter a number to dial.

3. You will be informed by an on-screen notification when the conference call is connected.

4. Click the Disconnect button to leave the conference.

5. Click Yes to end the conference for all participants.

Three-party conference

If you do not have the specific buttons to start an immediate conference, you can initiate a three-party conference.

During a call, click the Transfer  button. The caller will be placed on hold.

A dialog appears allowing you to enter a number for the transfer target. You can also open or search the contacts list; clicking on a number in the list will add the number to the transfer dialog.

Click Warm to make a consultation call.

When the target answers, you are presented with the following options:

• Toggle: toggle between the conference target and the caller. Clicking Toggle switches between connected parties, placing the other party on hold.

• Take Back: drop the consultation call and resume speaking to the original caller

• Conference: connect all three lines together, creating a three-party conference.

• Transfer: transfer the caller to the conference target, and drop out of the call.

The display changes to indicate the call is now part of a conference, and you receive an on-screen notification.

To end the conference call, click the Disconnect  button, or hang-up.

Record a Call

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.

Notes: 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.

Manage a Conference

If you create a conference, clicking the Broadcast Notification button opens a pop-up window that shows the status of the conference.

Clicking the End Conference button ends the conference for all parties. Clicking the Disconnect  button in this window provides you with the option to disconnect either just yourself, or all parties, from the conference.