![]() You you wait to be connected, on connection, you can perform the same tasks as described for a consult to agent in the previous paragraph.įor information about consulting, transferring, and merging calls, see Add Callers or Transfer Calls (Salesforce help). You can either hang up to perform a cold transfer to the interaction plan, or wait to be connected to an agent to consult. This puts the original call on hold while you are connected to the interaction plan. You can identify interaction plans by the following icon: To do so, click Add Caller and select an interaction plan from the presented list. You can then perform the same actions as if you were consulting with an agent.Īlternatively, you can consult with a VCC interaction plan-or, more specifically, a VCC agent servicing the interaction plan-or transfer (warm or cold) to an interaction plan. This puts the original call on hold while you are connected to the external number. ![]() To do so, click Add Caller, then-instead of selecting an agent-click Keypad, and enter a number to consult with. You can also consult with an external number. Combining the calls is known as merging in SCV- merging is called conferencing in VCC. Combine the original call with the consult.Perform a warm transfer to the other agent (by leaving the call yourself).Swap between original call and consult.You can then perform one of the following actions: This puts the original call on hold while you are connected to the agent chosen from the list. For information about availabilities, see Add Callers or Transfer Calls (Salesforce help). Their availability is shown in brackets after their names, for example, "(Available)", "(Busy)", or "(Offline)". You can identify agents by the following icon:
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