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:
Or, reject the call by doing one of the following:
|
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:
Or, reject the call by doing one of the following:
|
PSTN device |
By using the call answer or reject button on your paired device. |
Note: if your storm administrator has included you in a pickup group, then you can take the call of another user in that group who is unable to answer. Do this by dialling ** followed by their extension number on your keypad.
Information Displayed On Call Arrival
The following sections describe additional information that may be displayed on call arrival.
The Comms Panel may display additional information relating to the call in a linked Call Information 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.
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.
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.
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.