Channel

Name

Definition

Universal (Available for all channels)

Accept

Accepts the contact. In telephony, Accept is similar to picking up the receiver.

Reject

Sends the contact back to its original queue.

Transfer or Blind Transfer (in telephony toolbar)

In telephony, puts caller on hold while you transfer the call to another agent’s extension without first consulting with that agent.

End

Ends the interaction, ends the contact (indicating that the agent has finished wrap-up activities), and clears customer information from the screen and from the business data context.

Dial Pad

Displays a dial pad that looks like the numbers on a telephone, which you can use to make a call.

 Telephony

Hold

Puts the active call on hold.

Toggle

Switches between a call on hold and an active call, automatically placing the active call on hold and vice versa.

Retrieve

Takes a call off hold and makes it active once again.

Consult

Puts customer call on hold while you call another agent. After you are finished consulting with the other agent, the agent call is dropped and the customer call is active once again.

Warm Transfer

Puts caller on hold while you consult with another agent before transferring the call to the agent’s extension.

Conference

Puts customer on hold while you call another agent. Then you activate both calls at the same time so that all three parties can participate in a discussion.

Hang Up

Similar to hanging up the receiver.

Wrap Up

Indicates to the system that you need time to wrap up the call. The call remains active until you choose End.

 E-Mail

The e-mail toolbar only includes the universal buttons. Buttons specific to the e-mail function, such as Reply, New, or Forward, appear on the e-mail screen dynamically, when and where you need them. For more information, see E-Mail.

 Chat

Leave

Finishes the chat.

Name

Use

Ready

When you choose Ready, the system sends incoming contacts to you.

Not Ready

When you choose Not Ready, the system does not send incoming contacts to you.