Use Voice Call

Document created by Cisco Documentation Team on Aug 15, 2016Last modified by Cisco Documentation Team on May 30, 2017
Version 5Show Document
  • View in full screen mode
 

Start or End a Voice Call

   

This procedure is for a support representative.

    

Once you start a voice call during a support session, any participating customer or support representative whose system is enabled for Voice over IP (VoIP) can join the voice call.

    

To participate in a voice call, your customer must use a headset with a microphone.

    

Before starting a voice call,

    
  •      

    Ensure that your computer has a sound card and either speakers and a microphone, or a headset with an integrated microphone. For better audio quality and greater convenience, use a computer headset with a high-quality microphone.

         

  •      

    If you have not fine-tuned your computer's settings for Voice Call, use the Audio Setup Wizard.

               

   
       
1    Do one of the following:
  •       

    On the CSR dashboard, select the Tools tab, then select Voice Call.

          
  •       

    On the icon tray, or in the multisession client, select Voice Call.

          
2    Select Start Voice Call.       

The following occurs:

      
  •        

    The Volume dialog box appears.

           

  •        

    A voice call indicator appears near your name.  

           

  •        

    The Join Voice Call message box automatically appears in the customer's session window. The customer can then choose to participate in the voice call session.

           

     
3    To end a voice call, do one of the following:
  •       

    On the CSR dashboard, select the Tools tab, then select the down arrow on Voice Call.

          
  •       

    On the icon tray, or in the multisession window, select Voice Call.

          
4    Select End Voice Call.       

Although the voice call ends, the support session continues until you end it.

     

Allow a Participant to Speak in a Voice Call

   

This procedure is for a support representative.

    

Once you start a voice call, up to two participants can speak at a time. You can specify which participants can speak by passing the microphone to a customer or to another support representative.

   
     
1    Do one of the following:
  •       

    On the CSR dashboard, select the Tools tab, then select the down arrow on Voice Call.

          
  •       

    On the icon tray, or in the multisession window, select Voice Call.

          
2    Select Pass Mic To then select the name of the participant whom you want to allow to speak.       

The Voice Call indicator turns green next to that participant's name. The participant can now speak until you pass the microphone to another participant.

     

Leave and Rejoin a Voice Call

   

This procedure is for a customer or other support representative.

    

During a support session, your customer or an assistant support representative can leave your voice call without leaving the session. They can rejoin the voice call at any time.

   
     
1    To leave a voice call, advise your customer to select the down arrow on the Voice Call button then select Leave Voice Call.
2    To rejoin a voice call, advise your customer to select the down arrow on the Voice Call button then select Join Voice Call.

Set Voice Call Options

   

This procedure is for support representatives and customers.

   
     
1    To use the Audio Setup Wizard for Voice Call:
  1. Select the Voice Call button.
  2. Select Audio Setup Wizard then follow the directions to specify settings.
2    To set the speaker or microphone volume:
  1. Select the Voice Call button.
  2. Select Volume, then set the speaker or microphone volume as appropriate.
 

Attachments

    Outcomes