Taking and Managing Calls in Engage

Making an outbound call

You can start making outbound calls by clicking on the 📞Outbound Call button next to the status icon. 

If you are calling a customer that has had previous interactions within the system or if you are using your internal CRM, the customer information will be displayed in the Customer Profile section on the right-hand side of the screen once the call is connected. 

A timer will appear next to the contact to show you how much time has elapsed on the call.

Using the Hold and Mute functions

During a call, you may need to put a customer on hold or mute yourself. 

To put a customer on hold, simply click the dark gray Hold ⏸️ button above the conversation tab, and you'll receive a verbal notification that the customer is on hold, and the button will turn orange. 

To resume the call, click the same button, which will now be orange and labeled Resume. 

Similarly, to mute yourself, click the dark gray Mute button above the conversation tab, and to unmute, click the same button, which will now be orange and labeled Un-mute.

Internal transfer notes

To add an internal transfer note before transferring a caller, click the note 🗒 button located at the bottom of the conversation box and start typing your note. Alternatively, you can type your note during the transfer process. 

Click the green tick ✅ button to save your note to the customer’s profile.

[.callout-primary]Note: If you add a note after transferring the call, the person/team that you transferred the call to won't see the note. Be sure to add the note before transferring the caller.[.callout-primary]

Transferring calls

When you need to transfer a call, click on the Transfer button at the top of the screen, which will put you on hold while the transfer occurs. 

You can transfer to an individual person listed in Quick Connects or to another number. After selecting the person or number, click the Transfer button to initiate the transfer. 

Once the call is transferred, you can add a note before closing the contact. 

If you need to cancel the transfer, you can simply click the Cancel button.

Cold transfer

After a transfer is initiated, to make a cold transfer, click on the red x button next to the customer’s number . This will automatically put you in After Call Work (ACW) and the customer will be in queue with the third-party.

Warm transfer

To perform a warm transfer, initiate the transfer and wait for the third-party to answer. While waiting, the customer will be placed on hold and will not be able to hear your conversation with the third-party.

Once the third-party answers, you have two options: transfer the customer to the third-party or return to the customer after speaking with the third-party.

To transfer the customer to the third-party, click on the red x button next to the customer's number. This will place you in After Call Work (ACW) mode and the customer will be placed in queue with the third-party.

To return to the customer, click on the red x button next to the third-party's number or name.

Conference call

To start a conference call, initiate the transfer and wait until the third party answers. Once they accept the call, click on the Join button which will connect all parties.

[.callout-critical]If you click the Join button before the third party has answered the call, the system will return an error.[.callout-critical]

Closing a call

Once your conversation with the customer is complete you can end the call by clicking the red x button at the top of the conversation window. 

Your status will change to After Call Work and you will see the letters ACW appear in the top right corner of the screen.

Use this time to add your notes and complete all after call work, then close the contact by clicking the Save and Close button. Remember to select a resolution code in order to close the contact.

Once the interaction is closed, your status will automatically change to Available once more. If you wish to go offline, change your status to Unavailable before closing the contact.

Using Next Status

Agent Next status enables an agent to change into the state they want to be by the end of the call. This is particularly useful if you need to take a lunch break or quickly step away from your desk. 

You can select agent Next Status whilst you are on a call and speaking to a customer. You can set your next status, for example to be Offline.

Once you end the call and close your interaction, the system will automatically put you into Offline status thereby ensuring that you will not receive any further calls that may be waiting in the queue.

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