Handling of Calls

You can handle inbound and outbound calls within VCC Live 360 combined with other communication channels.

Table of Contents

• Initiating Outbound Calls
• Handling Inbound Calls
• Call Controls
• Disposition setting
• Prework
• Caller ID Selection

Initiating Outbound Calls

You can initiate manual outbound calls from different places in VCC Live 360:

• You can directly call the customer from your Dashboard on the Activity list
• You can call a contact from the Contacts tab
• You can call the selected contact if you open a Customer or a Ticket, and there is no interaction in progress
• You can call the contact from an email or chat interaction

Note: You can initiate a call only in the Available state. You can also initiate a call from the Prework state for the selected record. You can only initiate a call if the relevant contact has a phone number.

Handling Inbound Calls

When you receive an inbound call, you can:

• accept it from your sidebar
• accept or decline it after you open it from your sidebar without accepting it

Note: If Automatic answer is turned on, the inbound call will be automatically connected to you after a short ringing tone.

Call Controls

During a call, you can:

• Transfer a call
• Put the other party on Hold
• Mute/unmute the other party
• Change the volume
• Use the Keypad to enter digits

Based on your user rights, you can transfer a call to:

• Another agent
• An external extension
• A number entered on the Keypad
• A number from the Phone book

You can use both Attended and Blind transfer. When transferring to an Agent, only an Attended transfer is available. When using Attended transfer, you will first be connected to the other party and then you can decide to transfer the call or retain it.

Disposition setting

You can set a disposition for your call to mark the call’s outcome. You can select a disposition:

• after a call ends in the Afterwork state, otherwise you won’t be moved to the Available state
• In Prework state, if you don’t want to call the given number
• During a call, if saved, you will be automatically moved to the Available state after the call ends

If you have selected a Callback or Shared callback disposition, you must also select a date and time for the callback.

You can only select a disposition once a record is selected for the call.

You can optionally also enter a disposition note.

Prework

The call panel appears when you open a customer record in Prework from your Dashboard. In this step, you can call the customer or set a disposition. Doing so will close the Customer record and move you to your next task.

You cannot call any other customer in Prework, but you can manage other work items or contact customers through other communication channels.

Caller ID Selection

If enabled, you can select the caller ID for your outbound calls within the system.

You can select the caller ID in Prework, in Custom Call, or when calling a contact from the Customer or Ticket view.

After selecting a caller ID, the same caller ID will be displayed for your next calls by default, which you can change again.