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When you receive a call through the ContactPad you can make use of ContactWorldNewVoiceMedia'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 to Busy Inbound
  • the call control buttons—Release, Hold, and Consult—become active
  • 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 Getting started with ContactPad.

    Info
    titleInformation

    Please note, your own instance of ContactWorld the NewVoiceMedia platform may not reflect all the features in the screenshots. For example, Search and Note buttons are only available to users of ContactWorld 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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Incoming call


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You can now perform one of the following tasks:

  • end the call. For information on ending a call, see Ending 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 or number—about this call. For information on consulting with a third party, see Consulting with a third party during a call.
  • transfer the call to another queue. For information on transferring a call, see Transferring a call to another queue or service.

The diagram illustrates the process of consulting with or transferring to another number or agent.


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Consulting and transferring inbound calls

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