Accept a Call Center Call
When you sign into the phone as a call center agent and your phone status is set to available, your phone are
ready to accept call center calls. Before you answer a call, you see information about the call.
Procedure
Step 1
When you receive a call, you will see the call information page, press
Back
to exit and then press
Answer
to
accept it.
Step 2
Press
Call Info
to see the call details.
Step 3
At the end of the call, press
End call
.
Hold an Agent Call
When you are on a call center call, you can put the caller on hold and return to the call. While the call is held
for a long time, you will hear a reminder tone and a ring splash on the phone screen.
Procedure
Step 1
Press
Hold
.
Step 2
When you are ready to return, select the held call and press
Resume
.
Set a Disposition Code While on a Call Center Call
You can assign a disposition code to an active customer call or after you set your status to Wrap-up after a
call. Disposition codes are quick labels that you apply to call records to describe a call. It is an easy way to
label calls and keep track of customer contact history so that no details about the call are missed.
Before you begin
Your administrator enables your phone to add a disposition code.
Procedure
Step 1
Press
Disp code
.
Step 2
Press
Ok
.
Trace a Call
You can trace an active call and the last incoming call in any agent status.
Cisco IP Conference Phone 8832 Multiplatform Phone User Guide
32
Calls
Accept a Call Center Call
