Perform In-Call Functions

 

Mute the Call

Adjust the Call Volume

Place the Call on Hold

Record the call

Requeue the Call

Provide Requested Data

End the Call

 

Take a Secure Payment with PADLOCK

Transfer The Call

Consult With Another Party During The Call

Create a Three- or Four-Way Conference

 

Mute the Call

  1. Do one of the following during the call, depending on which telephone device you are using.

Telephone Device

Do this

Web iPath

Click the Mute Call Mute Call button button on the Comms Panel - Phone Tab.

PSTN device or storm-registered deskphone

Click the mute button on the device.

The connected party can no longer hear your voice.

  1. To unmute the call, click Unmute Unmute call button.

Adjust the Call Volume

  1. Do one of the following during the call, depending on which telephone device you are using.

Telephone Device

Do this

Web iPath

Click the Volume control Volume control button button on the Comms Panel - Phone Tab.

PSTN device or storm-registered deskphone

Use the volume controls buttons on the device.

  1. (Web iPath users) Adjust the volume by either clicking on the slider, or by clicking and dragging the circle along the slider.

Volume control slider

For incremental control, either click the plus  or  minus buttons, or press the keyboard arrow keys when the circle is in focus (it is in focus when bordered by a light blue line as pictured above).

Place the Call on Hold

  1. Click the Hold Call Hold Call button button on the Comms Panel - Phone Tab.

The other party is placed on hold and hears hold music. A timer is displayed to remind you how long the call has been placed on hold.

  1. To resume the call, click the Remove from Hold button button.

Record the Call

Click the  button on the Main Title Bar to record the conversation. Recording continues until you click the Main title bar Available colour indicator button or when the call clears. Depending on your organisation's settings, you may hear a beep tone when recording starts and ends.

Your button may be configured to pause and resume call recordings instead of starting and stopping them. See Call-Handling Panel for more information.

Note: you will not be allowed to control call recording if your system is configured to record all of your calls or if an integrated application controls recording.

Requeue the Call

Click the Put Back in Queue Hold Call button button on the Comms Panel - Phone Tab.

The call disconnects and the caller is returned to the queue they came in from.

Provide Requested Data

If a Call Information Panel is displayed with the call, you might be required to enter one or more items of data that you have collected during the call. This data is used by the call-routing service when your call ends to perform a particular action (such as route the caller to another destination).

Enter the data in the required fields and then click the Save Outputs button. You can edit the data as many times as you wish during the call — only the most recently saved data is sent to the service at the end of the call.

End the Call

  1. Do one of the following during the call, depending on which telephone device you are using.

Telephone Device

Do this

Web iPath

Do one of the following:

storm-registered deskphone

Do one of the following:

  • Click the  button on the Comms Panel - Phone Tab or on the Main Title Bar.
  • Hang up the call receiver on the device.
  • Press the call end button on your storm-approved headset. 

PSTN device

Press the the call end button on your paired device.

Depending on your settings, you may be placed in wrap following the call and a Wrap panel displayed alongside the Comms panel. 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. In some deployments, a Wrap-up Countdown Timer may be displayed in the main title bar.

  1. If the Wrap Panel is displayed, 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 'Interested, but not this season'; or depending on your settings, a text box may be available to record information such as an account number.

  1. If prompted to select a sentiment, select a sentiment category that allows you to tag the outcome of the interaction with a value (typically positive, negative or neutral).
  2. Click the Send Codes button to commit the selected code(s) and sentiment. This does not apply if you have selected a completion code button.