Overview
This article covers how to place outbound calls, answer incoming calls, use the active call toolbar, complete wrapup, and sign out in the Webex Contact Center Agent Desktop.
Detailed Information
Placing an Outbound Call
1. Click the Phone icon located in the top toolbar to make outbound dials.
2. A keypad will appear. Type in the number to dial, or choose from your address book.
3. Select ANI for Outdial.
4. Click the green telephone call button to begin calling.
Answering an Incoming Call
When a call is routed to you, an incoming call notification will appear on your screen.
Click Answer to accept the call. Your state will automatically change to reflect that you are on a call.
Note: If the call is not answered within the allotted time, the call will be marked as a RONA and sent to the next available agent. The original agent who missed the call will be moved to an unavailable state until they mark themselves Available again.
Call Handling
Once a call is delivered, the call handling tool bar will appear in your desktop.
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While on an active call, the following controls are available in the call toolbar:
- Keypad: Opens the phone's keypad for navigating phone tree menus or entering extensions.
- Mute: Mutes your microphone. You will still be able to hear the caller on the other end. Click again to unmute.
- Hold: Places the caller on hold. Click again to resume.
- Consult ('Warm Transfer'): Enter the phone number using Dial Number or click Organization to search for a person in your organization to call before transferring or conferencing. Once the number is entered, click Consult to initiate the Consult call, and your current caller will automatically go on Hold. Use the Switch button to toggle between the two active calls. This puts the current call on hold and takes the other call off hold. Conference parties together by clicking Conference or Merge, depending on which call you are currently Switched to. Once in the conference, you can exit the conversation by clicking Exit Conference and allow the two parties to continue speaking.
- Transfer ('Blind Transfer' / 'Cold Transfer'): Enter the phone number using Dial Number or click Organization to search for a person in your organization. Click Transfer to complete the transfer, and your call will end while the user is sent to the destination you specified.
- Pause Recording (if enabled): For PII information capture, click Pause Recording. To resume recording, click Resume Recording.
- End: Ends the active call.
Wrap Up
After a call ends, your state will automatically change to Wrap Up (if enabled). You may be prompted to select a wrap up code and click 'Submit Wrap Up'. The agent will automatically go back to available once the wrap up code is submitted, or if other specified wrap up conditions are met.
Signing Out of Webex CC
To sign out of Webex CC at the conclusion of your shift:
1. Choose your profile in the top right corner.
2. Click Sign Out.
3. Close your web browser (Recommended).
For Additional Assistance
Please call the IT Help Desk at 573-882-5000, email at techsupport@missouri.edu, or you can start a chat with an agent by selecting the speech bubble icon in the lower-right corner of the screen on this site. You may also use the Division of IT Client Portal to view a comprehensive list of DoIT resources and contact methods.