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- SIP Phone Registration
- Integration with Business System (Inbound Call Pop-Up)
- Online Status and On Break Reason
- Inbound Call Routing and Answering Settings
- Clicking to Dial on PC
- Hot Word Feature
- Outbound Call on Dial Pad
- Predictive Outbound Calling
- Call-out Then Customer Call-in Reception
- Call Features
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- Real-Time Monitoring
- Telephone Operation Guide
- Agent Manual
- Phone Volume
- Hardware, Software, and Network Requirements
- Logging In and Going Online
- Agent Workstation
- Agent Status
- Answering Calls and Making Outbound Calls (via Web)
- Call Hold and Mute
- Direct Transfer to Skill Group/Agent
- Call Self-Service
- Entering Extension Number
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- Phone Volume
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- Other APIs
- Outbound Call APIs
- Data Types
- Error Codes
- SDK Development Guide
- Data Push
- FAQs
- Service Agreement
- Contact Us
- Data Deletion Guide
- Glossary
- Product Introduction
- Purchase Guide
- How to Get Started
- Getting Started
- Administrator Manual
- Telephone Operation Guide
- Customer Service Management
- Customer Service Management
- Skill Group Management
- Inbound IVR Management
- Outbound Number Assignment
- SIP Phone Registration
- Integration with Business System (Inbound Call Pop-Up)
- Online Status and On Break Reason
- Inbound Call Routing and Answering Settings
- Clicking to Dial on PC
- Hot Word Feature
- Outbound Call on Dial Pad
- Predictive Outbound Calling
- Call-out Then Customer Call-in Reception
- Call Features
- Customer Satisfaction Evaluation
- Number Privacy Protection
- Service Record Viewing and Playback
- Service Record Storage and Access
- Recording Storage and Access
- Data Analysis
- Real-Time Monitoring
- Telephone Operation Guide
- Agent Manual
- Phone Volume
- Hardware, Software, and Network Requirements
- Logging In and Going Online
- Agent Workstation
- Agent Status
- Answering Calls and Making Outbound Calls (via Web)
- Call Hold and Mute
- Direct Transfer to Skill Group/Agent
- Call Self-Service
- Entering Extension Number
- Agent Internal Call
- Phone Service Records and Recording
- Modify the mobile number
- Forgetting or Changing Password
- Going Offline and Logging Out
- Phone Volume
- Practical Tutorial
- API Documentation
- History
- Introduction
- API Category
- Making API Requests
- Agent APIs
- Skill Group APIs
- Number APIs
- Dual Call APIs
- Automatic Outbound Call APIs
- CreateAutoCalloutTask
- DescribeAutoCalloutTasks
- StopAutoCalloutTask
- DescribeAutoCalloutTask
- UpdatePredictiveDialingCampaign
- ResumePredictiveDialingCampaign
- PausePredictiveDialingCampaign
- DescribePredictiveDialingSessions
- DescribePredictiveDialingCampaigns
- DescribePredictiveDialingCampaign
- DeletePredictiveDialingCampaign
- CreatePredictiveDialingCampaign
- AbortPredictiveDialingCampaign
- DescribeAgentCruiseDialingCampaign
- Telephone APIs
- Phone Service Record APIs
- Purchasing APIs
- Other APIs
- Outbound Call APIs
- Data Types
- Error Codes
- SDK Development Guide
- Data Push
- FAQs
- Service Agreement
- Contact Us
- Data Deletion Guide
- Glossary
Answering Calls and Making Outbound Calls (via Web)
Last updated: 2024-04-01 18:47:18
Manual Call Answering
When a user calls in, the agent workstation will pop up a call answering prompt bar and a ringtone to notify the agent of the inbound call. The agent can click the green button to answer. The agent's status will change from idle to busy.
Note
A countdown will be displayed in the answering prompt bar. If the agent doesn't click Answer before the countdown ends, the call will be transferred to another agent in the same skill group.
Automatic Call Answering
If the administrator has enabled automatic answering, when a user calls in, the agent workstation automatically answers the call without popping up an answering prompt bar. The agent's status changes from idle to busy, and the call ends.
Hanging up After Answering a Call
When the agent finishes answering a call, the status changes from busy to after-call work, and a countdown starts. After the countdown ends, the agent will automatically go back to being idle.
Before the countdown ends, the agent can click SERVICE COMPLETED to become idle and continue reception or click Continue After-Call-Work to stay in that state.
Making Outbound Calls
The agent can click the Outbound Call button in the top left corner of the workstation, enter or paste the number to call, and click Dial to make the call.
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