Answer a Call
You can receive a customer call if your administrator provides you the necessary permissions. When you receive a call from
a customer (inbound call), the request displays the (Call) icon, the phone number of the customer, DNIS (Dialed Number Identification Service), path ID, the queue that routed
the call to you, IVR path ID, and a timer indicating the time elapsed since you received the call. You can see the status
of the incoming call as Ringing.
If you do not answer the call within the maximum available time, the call is returned to the queue and the system changes your state to RONA. A popover appears with options to change your state to either Available or Idle. For more information on RONA popover, see Agent Availability States.
![]() Note |
When you are in the RONA state, you cannot receive any calls. To receive requests of any media channels including new voice calls, you must change your state from RONA to Available manually. |
To answer a call:
Before you begin
You must be in the Available state to accept customer calls.
Procedure
Step 1 |
When you receive a call request on your desktop, use your physical phone to answer it. |
Step 2 |
You can perform the following tasks in the Interaction Control pane while you are handling a call:
|
Step 3 |
Click End. For more information, see End a Call. |
Courtesy Callback
Courtesy Callback helps reduce the duration for which a customer (caller) has to wait on hold or in a queue. The system offers an option for the customer to receive a courtesy callback instead of waiting on the phone for an agent. The customer will be called when an agent is available.
Courtesy callback requests are routed to you as inbound call requests. The request displays the (courtesy callback) icon, the
(Call) icon, the phone number of the customer, DNIS (Dialed Number Identification Service), path ID, the queue that routed
the call to you, IVR path ID, and a timer indicating the time elapsed since you received the call. You can see the status
of the incoming call as Ringing. For more information, see Answer a Call.