_ExcerptContactPadButtons
The buttons that appear depends on the features that are enabled for your account. The following table includes all the buttons that can appear in the top section of ContactPad, below their state.
Name | Icon | Description | More information |
|---|---|---|---|
Ready |
| Puts agent into Ready state. Button is inactive when the agent is already in Ready state. Button is active when agent is in a state that they can set their status to Ready from, such as Away, Extended Away, Ready (Offline). | |
Inactive |  | ||
Active | | ||
Make Call |
| Initiates an outbound call. Button is inactive when the agent is handling an interaction, they are wrapping up their previous interaction, or — if disposition codes are enforced — the agent has not yet provided a disposition code. Button is active when agent is not handling interactions and is in a state they can make a call from, for example, Ready, Ready (Offline), Away, | |
Inactive | | ||
Active | | ||
Consult |
| Initiates a consult. Button is inactive if the agent is not handling an interaction that they can consult on. Button is active when agent is handling an interaction that they can consult on. | |
Inactive | | ||
Active | | ||
Recording: Resume |
| Resumes recording. Button is inactive if the agent is not handling an interaction or recording is not in progress. Button is active if recording is in progress. | |
Inactive | | ||
Active | | ||
Recording: Pause | | Pauses recording. | |
Voicemail |
|
|
|
Inactive | | Button is inactive when the agent has no quick voice messages available to play. |
|
Active | | Plays a quick voice message at the beginning, during, or at the end of the call. | |
Voicemail plus Select Message | | Plays a quick voice message at the beginning, during, or at the end of the call with the option to select a message other than the default. | |
Video call |
| Initiates a video call. | |
Video call in progress | | Stops a video call. | |
Transfer | | Transfers call to a consulted number. |