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When you receive a call through the ContactPad you can make use of NewVoiceMedia's call control features; you can put the call on hold, consult with someone else, transfer the caller elsewhere or even control the call recordings.
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When you receive an inbound call, the following things happen:
- your state automatically changes
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- to Busy Inbound
- the call control
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- buttons—Release,
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- Hold, and Consult—become active
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- the Pause button becomes available (if this feature is enabled for your account)
details of the inbound call appear in the information panel. For information about what is displayed, see Overview of ContactPad.
Info
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Please note, your own instance of the NewVoiceMedia platform may not reflect all the features in the screenshots. For example, Search and Note buttons are only available to users of NewVoiceMedia in Salesforce. For information about additional features of ContactPad in Salesforce, see Logging in to and out of ContactPad in Salesforce.
your phone starts to ring
If enabled for your account and in your browser, a web notification also appears. For more information, see Call notifications.
When you answer your phone, you are connected to the caller.
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You can now perform one of the following tasks:
- end the call. For information about ending a call, see How do I end an inbound call?.
- put the caller on hold. Click Hold to put the caller on hold. The caller hears on-hold music and the Hold button changes to a Retrieve button. Click Retrieve to speak with the caller again.
- consult with a third party—another agent, number, queue or service—about this call, and, optionally, transfer the call to that third party. For information about consulting with a third party, see How do I consult with and, optionally, transfer to a third party?
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Click Consult to call the person you want to add to the conference (the consulted agent).
Section Column width 55% For information about consulting with a third party, see How do I consult with and, optionally, transfer to a third party?. When you are connected to the target number or agent, in addition to the usual buttons, the Conference button appears in ContactPad.
Column width 45% - Click Conference. All three parties can now hear each other.
- You can now perform one of the following tasks:
Disconnect the consulted agent and return to a two-way call with your customer. Click Release.
Info The same occurs if the consulted agent clicks Release in their ContactPad or hangs up their phone. Connect the consulted agent and the customer, and leave the call. Click Transfer or hang up your phone. The consulted agent now controls the call as described.
Info If the customer hangs up, you and the consulted agent remain in a two-way call.
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