DTA Version 2 Help
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  2. General Tasks for All Users >
  3. Handling Calls >
  4. Accept or Reject an Incoming Call

 

Accept or Reject an Incoming Call

Do one of the following depending on your telephone configuration as set up by your administrator:

Telephone Configuration

Procedure

Web iPath

Note: this does not apply if you are configured to auto-answer calls.

Answer the call by doing one of the following:

  • Click the  button in the DTA Comms Panel - Phone Tab.
  • Click the  button in the pop-up taskbar notification generated by a supported Chrome or Edge web browser version (this is controlled by the 'Notifications' option in the Settings Window).

  • Press the call answer button on your storm-approved headset (where relevant).

Or, reject the call by doing one of the following:

  • Click the   button on the Phone tab.
  • Click the  button on the DTA title bar.

storm-registered deskphone

Note: this does not apply if you are configured to auto-answer calls.

Answer the call by doing one of the following:

  • Pick up the call receiver on the device.
  • (where relevant) Press the call answer button on your storm-approved headset. 

Or, reject the call by doing one of the following:

  • Click the  button on the Phone tab.
  • Click the  button on the DTA title bar.

PSTN device

By using the call answer or reject button on your paired device.

Information Displayed On Call Arrival

The following sections describe additional information that may be displayed on call arrival.

Call Information Panel

History For Caller Panel

Web Page

Agent Script Panel

Transcription Panel

Call Information Panel

The Comms Panel may display additional information relating to the call in a linked Call Information Panel. 

History For Caller Panel

A History For Caller panel may be displayed showing the last five outgoing calls that were made to the caller from anyone in your organisation in the rolling 24-hour period.

Note: both manual and automated preview OUTBOUND dial calls are listed in the panel.

Web Page

If the Web Launcher feature is enabled, a preconfigured web page may be launched on a separate browser tab when the call is routed to you.

Agent Script Panel

An Agent Script panel might be displayed with scripted text to help you with the call. You can toggle the display of the panel by clicking its  Agent Script button in the Interactions Panel.

Transcription Panel

If the transcription feature is enabled, a Transcription panel is displayed showing a real-time transcription of the words being spoken by the caller and yourself. The Copy button at the bottom of the Transcription panel allows you to copy the transcription for pasting into another application.

At the end of the call, you can click the Generate Summary button in the adjacent Summary panel to generate a summary of the conversation. The Copy button at the bottom of the Summary panel allows you to copy the summary for pasting into another application.

Note: if you enter the Wrap-up status, use the buttons before exiting the status because the Transcription and Summary panel will close on exiting.