Answering and Making Calls

Answering Calls

• In the Answering Calls section, choose whether you want to allow agents to ignore calls (using the ignore button).
• Click answer on notification click to allow agents to answer calls by clicking on a desktop notification.
• Click auto-answer incoming to auto-answer calls for agents that are in accept calls mode.
• Logout All gives agents the ability to log out of all available queues at once. 
• Answer Lock will only allow the agent who is connected with the caller to be presented with the contact details on answer. 
• Use the Desktop Notifications section to customize the on-screen pop-up that displays for incoming calls.  You can customize the notification title, body, and duration (how long it will stay on the screen before automatically disappearing).
• Use the Auto-load Panel drop-down to select which call detail panel will appear by default when a call is answered.  Choose from the following options:
  • Default panel (will display the contact panel if no call script is configured)
  • Contact panel
  • Call Scoring panel
  • Salesforce panel (if the Salesforce integration is enabled)

Making Calls

• In the Making Calls section, you can assign a Contact List as a Custom Do Not Call List, preventing this team from making any outbound calls to the people on this list. 
• Legacy Phone Settings ( Desk Mode/Popout Phone) allow agents to toggle between using their own DID and the best matching DID for the outbound call. Note: Account setting caller ID controls are ignored when enabling this setting.
• New Phone Settings (Salesforce OpenCTI): These options are only available when using the embedded phone. They are useful for Salesforce and other embedded CRM applications.
• An Outbound Lambda can be added to modify the outbound caller phone number and tracking number selection, play a whisper to the agent before dialing, or prevent the agent from dialing.