Whether you are having an inbound or outbound call, you can use any of the dial pad features below:
1. Mute / Unmute: This button is used to mute the agent’s mic so the customer will not hear him in case the agent is talking to a supervisor.
2. Hold / Unhold: This button is used to put the customer on hold in case he wants to transfer the call or he wants to talk to his supervisor.
3. Transfer: We have 2 modes of transfer:
A- Blind Transfer: This is when the agent enters an extension number for a person, then transfers the line directly to that person without asking for his/her permission.
B- Attended Transfer: This is when an agent enters an extension number for a person, then calls this person asking for his/her permission first before transferring the call to them.
4. Dial pad: This button is used to display the dial pad so that an agent can enter an extension number to transfer calls or to enter a menu option when making a call to an IVR.
5. Hang up: This button is used to hang up the call with a customer.
6. Survey: By default, it is set to no survey, but you will also have the option to send it to queqe.
7. Live notes & tags: Just click on the notes icon in the top right corner to add your comments or tags. You can close and reopen the panel at any time without losing your data.
All notes and tags will be saved in the call history, as usual.