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Chapter 3 Managing Inbound Voice Contacts
86 Avaya Agent User’s Guide
Handling Two Voice Contacts
With Softphone, you can handle more than one incoming voice contact at the same time, using
either the telephony buttons or keyboard shortcuts. By following this example, you can take two
incoming voice contacts using the Softphone telephony buttons.
The following example assumes that you are using Avaya Agent with CallCenterQ as your
Business Application. A voice contact comes into the contact center. Your Softphone is in the
Ready state. CallCenterQ routes the voice contact to you. Your Phone task list displays the caller’s
telephone number and the contact’s status as Ringing.
To answer two simultaneous voice contacts :
1 If Auto Answer is not turned on, double-click the contact to answer it manually.
2 Ask for information from the customer, who is following up on a previous contact. Use the
Contact History Browser to look up the record on the previous contact.
While you are looking up the customer’s history, another voice contact is assigned to you.
3 Click the Hold button to place the first voice contact on hold so that you can answer the second
voice contact.
4 Double-click the new incoming voice contact to answer it.
5 Click the Hold button to place the second voice contact on hold while you complete the first
voice contact.
6 To return to the first voice contact, select it in the Phone task list. Then click the Reconnect
button.
7 When you have completed the first voice contact, click the HangUp button.
8 If your company requires you to enter wrap-up information for each contact, you enter the
WrapUp state, and the WrapUp dialog box is displayed. Select the reason and click OK.
When you complete WrapUp, this information is entered into the customer’s record. (For more
information about wrapping up contacts, see
“Wrapping Up Contacts,” on page 67 .)
9 Click the second voice contact in the Phone task list to make it the active contact. Click the
Reconnect button to speak to the customer.
If you do not have the information the customer needs, click the Directory button to open the UAD
and transfer the second voice contact to another agent (see
“Transferring a Voice Contact,” on
page 77 ).