...
If enabled for your account and in your browser, a web notification also appears. For more information, see Call notifications in ContactPad.
If you answer your phone, you are connected to the caller and the Consult button becomes active. If you cannot accept the call right now, you can reject it. For information about rejecting a call, see the How do I reject an incoming call? section later in this page.
...
| Panel | ||
|---|---|---|
| ||
Warm and cold transfersA transfer can be one of two types:
The type of a transfer used depends on which features are enabled for your account. For more information, see Warm and cold transfers in ContactPad. |
To consult with a third party about your current call, start by clicking Consult . A new dialog box with the address book appears. For information about the address book and what it contains, see ContactPad address book.
...
Click Consult
to call the person you want to add to the conference (the consulted party).
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? earlier in this page. When you are connected to the target number or agent, you will have an additional party in the interaction card. The original party will be on hold.
Column width 45% To add the original party back into the call to make the call a conference call, click Retrieve
Note title Interaction plan If you consulted with an interaction plan, you cannot retrieve the original party until you are connected to another agent and their name has appeared in the interaction card. Clicking Retrieve
- You can now perform one of the following tasks:
Disconnect the consulted party and return to a two-way call with the original party. Click Release channel
Info The same occurs if the consulted agent clicks End interaction Connect the consulted and original parties, and leave the call. Click Transfer
Info If the customer hangs up, you and the consulted agent remain in a two-way call.
...
| Info |
|---|
The amount of time you have in the Wrap Up (Auto) state is set by your supervisor, but, for inbound calls, the wrap time can be different for each call type you receive. In all cases, ContactPad shows the wrap time counting down. If you set yourself to Wrap Up (Manual) you will remain in this state until you manually change your state again. |
Following Wrap up (Auto) — when the timer has counted down to 0 seconds — your state changes to Ready, Ready for Outbound,or the state configured in State after wrap in an Automatic Call Distributor (ACD) applet. Whether you change to Ready or Ready for Outbound is determined by your supervisor. If your call center generally receives more inbound calls than makes outbound calls, the default ready state is likely to be Ready. If your call center makes more outbound calls than receives inbound calls, the default ready state is likely to be Ready for Outbound.
...
If you are using ContactPad for multiple interactions, click Extend wrap appears alongside the interaction you want to extend wrap time for.
Each time you click to extend wrap time, the remaining time is extended to the maximum wrap time. This time may vary between interactions.
For more information about extending wrap time, see Extended automatic wrap in ContactPad.
Abandoning calls
Occasionally, when you end a call, ContactPad becomes unresponsive. You might not be able to use the call control buttons or change your state — you might remain in a Busy state. You cannot receive any new calls.
...