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.

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: 
• 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

The queued callbacks feature enables an external contact to request a callback rather than waiting for an agent to answer their call. If queued callbacks are enabled for your account, a callback request may be routed to you. For more information about queued callbacks, see Queued callbacks.

If you receive a call that is a request for a callback to the contact who previously requested it, the call appears in the call bar like an inbound call with an inbound call icon . A callback badge will also appear in the call bar .

If you accept the callback request (manually or automatically), the callback request becomes a callback to the contact. The callback itself appears like an outbound call with an outbound call icon  and you hear ringing until you are connected to the number that the callback was requested to. If you cannot continue with the callback right now, you may be able to reject it. For information about rejecting a call, see earlier in this page.