Perform In-Call Functions
- 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 |
|
PSTN device or storm-registered deskphone |
Click the mute button on the device. |
button on the The connected party can no longer hear your voice.
- To unmute the call, click Unmute
.
- 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 |
|
PSTN device or storm-registered deskphone |
Use the volume controls buttons on the device. |
button on the - (Web iPath users) Adjust the volume by either clicking on the slider, or by clicking and dragging the circle along the 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).
- Click the Hold Call
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.
- To resume the call, click the
button.
Click the 
button on the Main Title Bar to record the conversation. Recording continues until you click the 
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.
Click the Put Back in Queue 
button on the Comms Panel - Phone Tab.
The call disconnects and the caller is returned to the queue they came in from.
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.
- 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:
|
|
PSTN device |
Press the the call end button on your paired device. |
button on the DTA 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.
- 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.
- 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).
- Click the Send Codes button to commit the selected code(s) and sentiment.