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Handling a Basic Voice Contact
Issue 1.0 June 2002 75
Handling a Basic Voice Contact
This section explains how to handle a basic incoming voice contact, under the following topics:
n Handling Contacts With Auto Answer
n
Handling Contacts Without Auto Answer
n
Placing a Voice Contact on Hold
n
Transferring a Voice Contact
Handling Contacts With Auto Answer
If you have Auto Answer turned on, Softphone automatically answers an incoming voice contact
and makes that your active contact. Softphone does the following:
n
Answers the voice contact.
n
Makes it the active contact.
n
Highlights the contact in the list and adds an open angle bracket (>) to help you identify this as
the active contact.
n
Changes the contact’s status in the Phone task list to InCall.
n
Opens the CallCenterQ Agent focus and displays the customer’s information.
To answer a new Softphone contact with Auto Answer turned on:
1
Begin speaking with the customer.
2
When you have finished the call, click the HangUp button in Softphone.
Handling Contacts Without Auto Answer
If you do not have Auto Answer turned on, follow this procedure.
To answer a new Softphone contact:
1
Double-click the new voice contact in the Phone task list.
2
Begin speaking with the customer.
3 When you have finished the call, click the HangUp button in Softphone.
Note: If you see “CTI - Server Failure” in the Phone task list, contact your administrator.