Internal Voice Interaction

[Modified: 8.5.1xx.xx]

The Voice Interaction Window enables you to handle a voice interaction with an internal target. You can communicate with other agents or internal targets by using the Team Communicator toolbar in the Main Window view, or from the Voice Interaction view while you are handling an active call with a Contact.

Communicating with Another Agent

The Voice Interaction Window enables you to handle a call to another agent or internal target. To open this window, in the Main Window, use the Team Communicator to find an internal-target agent and start a call.

In the Internal Target Action menu, select Call <target name>, where <target name> might be an agent, a skill, an agent group, or queue. If the internal target accepts your invitation, the status in the Voice Interaction Window changes to Connected. You can now talk to the internal target.

You have access to the same controls and functionality when you are talking to an internal target as when you are talking to a contact. You can do the following:

• Check the call status.
• Perform call actions, such as ending the call, putting the call on hold, sending DTMF, or transferring/conferencing the call. For VoIP-/SIP-enabled agents, the following additional call actions are available: record the call, mute and unmute the call, and adjust the microphone and speaker volumes. Refer to Voice Interactions for a list of additional actions and limitations.
• View the call history.
• Set a disposition code.

Your system might be set up to let you call the voicemail of another agent or an agent group. If this feature is available to you, you will see the Voicemail icon () in the Team Communicator search results when you search for an agent or agent group. Select the voicemail target in the same way that you select a voice call, IM, or email interaction. [Added: 8.5.1xx.xx]

Communicating with Another Agent While Handling an Active Interaction

Workspace enables you to handle more than one voice interaction simultaneously. For example, you can put an active call on hold and launch a new voice interaction. This is done, typically, to consult with another agent or internal target to whom you do not intend to transfer or conference the active call.

While you are on an active call, use the Team Communicator toolbar in the Main Window to launch a new voice interaction.

You can also initiate an IM session with an internal target from the active call. IM sessions that are started from an active call enable the internal target to view case data and contact information and history. You can transition an internal IM session to a voice-consultation call.

If you start a new voice interaction, the original active call is put on hold, and you are connected to the internal target. To resume the original call, click the Resume Call button on the original voice interaction window.

While the original call is on hold, you can connect to the internal-target call. The standard call actions are available.