Receive Calls

Whenever any inbound or outbound call lands on agent desk, it will directly be received by agent and telephony buttons will be enabled along with the CRM containing customer information. Agents will be able to perform below functions through telephony buttons:

Figure: Receive Calls

1. Can put customer call on hold
2. Mute the call
imi>Transfer the call to other user/campaign/queue/IVR
3. Conference with other users/third party
4. Dispose the call by selecting the appropriate disposition