The following information explains how to use the “Consult”, “CB”, “Conf”, and “Trans” functions of the Agent Page toolbar.
- When a call comes in, the system is assigned to a seat, the agent answered. At this time, the icon “Consult” becomes orange to indicate that it is available.
- Click the “Consult” button to display the consultation page. You can use the “Number” consultation number, the number can be the outside number, or you can use “Agent” to inquire the inner queue or the agent.
- For example, after the current agent confirms the business with the customer, transferring the client to another agent, click 【Agent】 → 【Queue】 → 【8003】 to confirm that the agent 8003 is in idle state, start call agent 8003.
Tip: When you initiate a call by selecting only the internal queue number, the query queue is passed through the queue to the agent with status ”idle“.
- After the call is successful, the status is as shown in the following figure. In the Status icon “Consult” is green, and the “CB”, “Conf” and “Trans” icons are orange to indicate that they are available. When the “CB” button is clicked, the call will be end from the 8003 agent. Click “Conf” to enter the conference mode. Click “Trans” to transfer the customer call to the agent 8003. Hang up End the call.
- When consult agent 8003 is successfully, the call status is displayed as shown below.
- When transter agent 8003 is successfully, the call status is displayed as shown below.
