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Used in Using multi-interaction routing and Making and receiving calls in ContactPad

A No matches found message appears when you type a telephone number. Ignore this message when making a call to or consulting a telephone number

group and display agent names from that group. 

Excerpt

You can only make a call to or consult with an agent who is in Available now or Interruptible status. For more information, see Extended agent presence (calls) in ContactPad.

Perform one of the following steps to find the VCC agent, agent group, interaction plan, short code, or other type of contact, you want to call or consult:

  • Scroll down the list of agent, queue, and interaction plan names service names, and agent groups using the arrow keys or mouse. Press Return, or click the name, to select the appropriate name.
  • In the Search field, to filter the list, type part or all of the name of the agent you want to call or consult. Use the arrow keys or mouse to scroll down the filtered list to the agent. If the name is unique, it is selected automatically. Press Return, or click, to select the appropriate name.
  • In the Search field, type the telephone number of the person you want to consult.

    Note

    A No matches found message appears when you type a telephone number. Ignore this message when consulting a telephone number.


  • In the Search field, to filter the list

    , type part

    to include agent groups only, type '@' followed by part or all of the name of the

    short code you want to call or consult

    group. Use the arrow keys or mouse to scroll down the filtered list to the

    short code name. If the name is unique, it is selected automatically. Press

    group. Press Return, or click, to select

    the appropriate short code.

    In the Search field, type the telephone number of the person you want to call or consult.

Note
Note

Typing '@' in the Search field removes everything other than groups in the list.


Optionally, in Callback number, select the callback number you want to present to the contact. For information about callback numbers, see Callback numbers.