Receiving a call (using a hardphone) in Agent Workspace

Using Agent Workspace, you can receive an incoming call. You can receive calls using either a softphone — such as WebRTC — or a hardphone — such as a desk or mobile phone. 

Accepting an incoming call

To receive an incoming call using Agent Workspace, you must set your presence state in Agent Workspace to Ready. For information about setting your presence state, see Changing presence states in Agent Workspace.

When you receive an incoming call, your telephone handset starts to ring and a Reject button appears in the call bar.

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At lower screen resolutions, the Reject button is replaced with an x button.

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The call bar contains the following information:

• The display name, if known, of the initiator of the call (Joe Bloggs). Alternatively, Unknown number.

• The phone number of the initiator of the call (+441234567890).

• The direction of the call indicated by the icon: 

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• The name of the queue that the call was routed through (Interaction ...).

• The reporting group associated with interaction plan the call was routed through (Sales).

If you accept the call on your telephone handset, you are connected to the caller. If you cannot accept the call right now, you can reject it. For information about rejecting a call, see the Rejecting an incoming call section later in this page.

During your inbound call, you can also control the call using the buttons in the call bar or in the conversation window. For example, you can start, pause, and resume a recording and put the participant on hold, or consult with or transfer to another contact.

For information about controlling a call, see Controlling a call in Agent Workspace. 

Rejecting an incoming call

Before you are connected to a call, you can reject it. To reject a call, click Reject in Agent Workspace. The call is then returned to the queue and routed to the next available agent.

After rejecting a call your state automatically goes into No Answer.

Receiving a queued callback