Introdução ao Console de atendimento

Receber uma chamada

Para atender uma chamada, clique no botão Atender chamada no teclado ou use o painel Chamadas atuais . Além disso, certifique-se de selecionar um dispositivo preferido nas preferências do dispositivo.

Retomá-lo/retomar

Use o recurso Espera/Continuar para controlar as chamadas ativas, permitindo que você pause e continue a conversa.

• Colocar uma chamada em espera —Para colocar uma chamada ativa em espera, clique no botão Espera. Essa ação pausará a chamada e o ícone de status ao lado da entrada de chamada nas atualizações do painel Chamadas atuais.

• Continuar uma chamada em espera —Para retomar a chamada em primeiro plano que está atualmente em espera, clique no botão Continuar . Essa ação retoma a chamada em espera, permitindo que você continue sua conversa.

  You can resume a call from the Current calls panel. Double click on the call or click the Resume button that appears on hovering the call.

Use one of these methods in the Webex Attendant Console for transferring a connected call:

• Transferência cega

• Attended Transfer

• Fast Transfer

Transferência cega

Blind Transfer also referred to as an unattended or cold transfer, redirects a connected call to a new destination without any prior consultation with the recipient. Use this method to transfer a call to another agent, a different department, or an external contact.

To initiate a Blind Transfer, follow these steps:

1. Click on the Start Blind Transfer button located below the keypad.

2. The Fast Search panel displays. Use it to locate the contact.

3. Select whether you want to transfer the call to the contact's extension or mobile number and complete the Blind Transfer.

For an overview, watch Blind Transfer.

Attended transfer

The Attended Transfer also known as a warm or consultative transfer, allows you to consult the recipient before completing the call transfer.

To initiate an Attended Transfer, follow these steps:

1. Click on the Start consultation transfer button.

2. Search for the contact that you wish to consult, and click the designated button to initiate the consultation.

3. Post consultations click the Complete Transfer to conclude the transfer.

For an overview, watch Attended Transfer.

Fast Transfer

Webex Attendant Console allows fast transfer of a call to a relative destination. Select the relative destination on any contact panel, Colleagues, Favorite, Personal Contact or Call History.

This feature provides a convenient way to transfer calls to the frequently used destinations.

To initiate a fast transfer during an active call, use the Blind Transferor Start consultation transfer and transfer the call to an extension number or a mobile number. Select the action button on the relative contact.

Transfer call to voicemail

Sometimes, it's necessary to direct a call to the recipient's voicemail, especially when they are unavailable or after business hours.

1. To initiate a transfer to voicemail, go to the Fast Search panel.

2. Click the Transfer to Voice Mail button to reroute the call to the selected contact's voicemail.

You can access the Current Calls panel under the keypad section, next to the Parked Call section. It displays the status of ongoing calls. If there are no current calls, then No calls in progress message displays.

Each call entry provides the following information:

1. Direction: Displays the Incoming or Outgoing calls with the corresponding icons and alternative text.

2. State: Displays the Ringing, Paused, or Connected calls with the respective icons and alterative text.

3. Contact Name/Surname: Displays the actual name for colleagues and personal contacts. For unrecognized external numbers, it shows as Unknown User.

4. Números de telefone

5. Duration: Displays the duration of the call from the originating event for the dialing calls to the answering event for connected calls.

   If a contact name or line is lengthy, it’s truncated with an ellipsis. Hovering over reveals the full name.

   In the Current Calls panel, you can manage your ongoing calls in the following ways:

   • Answering a Call: You can answer an incoming call by clicking on the answer icon.

   • Rejecting a Call: If you wish to decline an incoming call, click on the drop call icon.

   • Holding a Call: To temporarily put a connected call on hold, click on the hold icon.

   • Resuming a Call: If you've paused a call, you can resume it by either double-clicking on the call or clicking the resume icon.

   • Hanging Up a Call: To end a call, click the hang up icon.

   • Handling Errors: If there are any operational errors, a generic error modal appears to provide further guidance.

   Also, here are some features of the Current Calls panel:

   • Calls within the panel are automatically sorted based on their start time. This ensures that the newest calls are positioned at the top.

   • If there are more than three calls in the panel, a scroll bar appears, allowing you to navigate through the list.

The Call History panel contains a list of incoming, outgoing, and missed calls. It shows a maximum of 60 records, with a maximum of 20 records for each call type.

The list has four columns: Direction, Contact Name, Number, Date, and Time. It’s initially sorted by date in ascending order, but you can sort the list based on each column.

To initiate a call, hover over each row to access the Make a call icon. When a call ends or a new call event occurs, the call history updates automatically.