You can start a voice call during a support session to make it easier to communicate with customers. Any customer or support representative can use a voice call.
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.
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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.
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If you have not fine-tuned your computer's settings for Voice Call, use the Audio Setup Wizard.
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.
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.