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 third party 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, short codequeue, queueservice names, and interaction plan names agent groups using the arrow keys or mouse. Click 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 , short code, queue, and interaction plan you want to call or consult. Click 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 call or consult. | Note |
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A No matches found message appears when you type a telephone number. Ignore this message when making a call to or consulting a telephone numberconsulting a telephone number. |
In the Search field, to filter the list to include agent groups only, type '@' followed by part or all of the name of the group. Use the arrow keys or mouse to scroll down the filtered list to the group. Press Return, or click, to select group and display agent names from that group.
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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. |