Managing calls in Contact Center (app)

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<p id="docs-hc-snippet" style="display: none;">In this article, you'll learn how to make outbound calls in Contact Center, including basic functions, such as hold and mute, and advanced functions, such as warm transfers and conference calls.</p>
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<td>Contact Center</td>
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<p id="docs-ai-summary-content">Learn to manage calls effectively with features like outbound calling, hold, mute, and call transfers. Use warm or cold transfers, add internal notes, and conduct conference calls. End calls with After Call Work to wrap up tasks, and set your next status to manage availability. These tools help streamline your call handling process and improve customer interactions.</p>
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<p class="p">In this article, you'll learn how to make outbound calls in Contact Center, including
basic functions, such as hold and mute, and advanced functions, such as warm transfers
and conference calls.</p>
<p class="p">This article contains the following topics:</p>
<ul class="ul" id="rjs1__ul_gmq_2qm_pgc">
<li class="li"><a class="xref" href="#topic_iff_dqm_pgc">Making outbound calls</a></li>
<li class="li"><a class="xref" href="#topic_w4m_pqm_pgc">Placing calls on hold or mute</a></li>
<li class="li"><a class="xref" href="#topic_kc1_rqm_pgc">Transferring calls</a></li>
<li class="li"><a class="xref" href="#topic_zcb_rqm_pgc">Making a conference call</a></li>
<li class="li"><a class="xref" href="#topic_mrb_rqm_pgc">Ending a call</a></li>
<li class="li"><a class="xref" href="#topic_gfc_rqm_pgc">Setting agent next status for when a call ends</a></li>
</ul>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_iff_dqm_pgc">
<h2 class="title topictitle2" id="ariaid-title2">Making outbound calls</h2>
<div class="body">
<p class="p" dir="ltr">You can make outbound calls. If you are calling a customer who has had
previous interactions within the system or if you are using your internal CRM tool,
the customer information is displayed in the customer profile section on the
right-hand side of the page when the call is connected. A timer displays elapsed on
the call next to the contact.</p>
<p class="p" dir="ltr">You can also initiate an outbound call while a chat interaction is in
progress. This functionality works only when you are in a chat conversation and not
when you are on an active call. This helps agents assist customers faster, as they
can talk to other departments for help while still chatting with the customer.</p>
<p class="p"><strong class="ph b">To make an outbound call</strong></p>
<ol class="ol" id="topic_iff_dqm_pgc__ol_qjg_cxb_qgc">
<li class="li">In Contact Center, click <strong class="ph b">Outbound call</strong>.<p class="p"><img class="image" id="topic_iff_dqm_pgc__image_gjy_whr_sgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/cc_image_22.png" width="300"></p>
</li>
<li class="li">Enter the number on the <strong class="ph b">Number pad</strong>.<p class="p"><img class="image" id="topic_iff_dqm_pgc__image_n4p_4cx_sgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/cc_out_3.png" width="300"></p>
</li>
</ol>
<p class="p"><strong class="ph b">To make an outbound call while in a live chat</strong></p>
<ol class="ol" id="topic_iff_dqm_pgc__ol_kv4_ypn_pgc">
<li class="li">In a chat conversation, select the telephone icon next to your agent status. <p class="p" dir="ltr"><img class="image" id="topic_iff_dqm_pgc__image_ssv_www_sgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/cc_ob_1.png" width="250"></p>
</li>
<li class="li">Make a call to an external number by using the <strong class="ph b">Quick connect</strong> that has
been set up or by clicking the <strong class="ph b">Number pad</strong> to dial a number
yourself.<p class="p"><img class="image" id="topic_iff_dqm_pgc__image_crx_xww_sgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/cc_ob_2.png" width="300"></p>
</li>
<li class="li">Click <strong class="ph b">Call</strong>.</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_w4m_pqm_pgc">
<h2 class="title topictitle2" id="ariaid-title3">Placing calls on hold or mute</h2>
<div class="body">
<p class="p" dir="ltr">During a call, you might want to put a customer on hold or mute yourself. </p>
<div class="p" dir="ltr">
<strong class="ph b">To place a customer on hold</strong>
<ul class="ul" id="topic_w4m_pqm_pgc__ul_ezc_mhz_tgc">
<li class="li">Click <strong class="ph b">Hold ⏸️</strong> above the conversation tab. <p class="p">You'll receive a verbal
notification that the customer is on hold, and the button will change
color. To resume the call, click <strong class="ph b">Resume</strong>. </p>
</li>
</ul>
</div>
<p class="p" dir="ltr"><img class="image" id="topic_w4m_pqm_pgc__image_ajm_zhr_sgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/cc_image_23.png" width="300"></p>
<p class="p" dir="ltr"><strong class="ph b">To mute yourself</strong>
</p>
<div class="p" dir="ltr">
<ul class="ul" id="topic_w4m_pqm_pgc__ul_nf1_shz_tgc">
<li class="li">Click the <strong class="ph b">Mute </strong>button above the conversation tab.<p class="p">To unmute, click
<strong class="ph b">Unmute</strong>.</p>
</li>
</ul>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested1" id="topic_kc1_rqm_pgc">
<h2 class="title topictitle2" id="ariaid-title4">Transferring calls</h2>
<div class="body">
<p class="p" dir="ltr">You can transfer to an individual person listed in quick connects or to
another number.</p>
<div class="p">
<strong class="ph b">To transfer a call</strong><ol class="ol" id="topic_kc1_rqm_pgc__ol_jnd_k3z_tgc">
<li class="li">Select the person or dial a number on the number pad.</li>
<li class="li">Click the <strong class="ph b">Transfer</strong> (<img class="image" id="topic_kc1_rqm_pgc__image_cnf_c3r_sgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/take_manage_calls.png" width="20">) button at the top of the
screen.<p class="p"><img class="image" id="topic_kc1_rqm_pgc__image_cnl_d3r_sgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/cc_image_24.png" width="300"></p>
</li>
<li class="li">To add an internal transfer note before transferring a caller, click the
<strong class="ph b">note</strong> button, type your note, then click the tick (<img class="image" id="topic_kc1_rqm_pgc__image_fzy_x3z_tgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/take_managxe_callssss.png" width="20">) button to save your note to the
customer’s profile.<p class="p">Alternatively, you can type your note during the
transfer process. If you add a note after transferring the call, the
person or team that you transferred the call to won't see the
note.</p>
</li>
<li class="li">When the third-party answers, you have two options:<ul class="ul" id="topic_kc1_rqm_pgc__ul_mbf_fkz_tgc">
<li class="li">
<strong class="ph b">Cold transfer</strong>: Click the <strong class="ph b">X</strong> button next to the
customer's number to transfer the customer to the
third-party.<p class="p">This places you in After Call Work (<strong class="ph b">ACW</strong>)
mode and the customer is placed in the queue with the
third-party.</p>
</li>
<li class="li">
<strong class="ph b">Warm transfer</strong>: Click the <strong class="ph b">X</strong> button next to the
third-party's number or name to return to the customer after
speaking with the third-party. While waiting for the third-party to
answer, the customer is placed on hold and cannot hear your
conversation with the third-party.</li>
</ul>
</li>
</ol>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested1" id="topic_zcb_rqm_pgc">
<h2 class="title topictitle2" id="ariaid-title5">Making a conference call</h2>
<div class="body">
<p class="p" dir="ltr">You can start a conference call with a third party.</p>
<div class="p">
<strong class="ph b">To start a conference call</strong><ol class="ol" id="topic_zcb_rqm_pgc__ol_chj_ytz_tgc">
<li class="li">Initiate the transfer and wait for the third-party person to answer. </li>
<li class="li">When they accept the call, click <strong class="ph b">Join</strong> to connect all parties.<p class="p">If
you click Join before the third party answers the call, you'll get an
error.</p>
</li>
</ol>
</div>
<p class="p" dir="ltr"><img class="image" id="topic_zcb_rqm_pgc__image_jfx_phr_sgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/cc_image_28.png" width="350"></p>
</div>
</div>
<div aria-labelledby="ariaid-title6" class="topic nested1" id="topic_mrb_rqm_pgc">
<h2 class="title topictitle2" id="ariaid-title6">Ending a call</h2>
<div class="body">
<p class="p">When you finish a call, you can end it and complete your after call work.</p>
<div class="p">
<strong class="ph b">To end a call</strong><ul class="ul" id="topic_mrb_rqm_pgc__ul_y4j_35z_tgc">
<li class="li"> Click the <strong class="ph b">X</strong> at the top of the conversation window. <p class="p"><img class="image" id="topic_mrb_rqm_pgc__image_pl5_j5z_tgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/cc_image_29.png" width="200"></p>
</li>
</ul>
</div>
<p class="p" dir="ltr">Your status changes to After Call Work. Use this time to add your notes and
complete all after-call work, then close the contact by clicking <strong class="ph b">Save and
Close</strong>. Remember to select a resolution code to close the contact. When the
interaction is closed, your status changes to Available.</p>
</div>
</div>
<div aria-labelledby="ariaid-title7" class="topic nested1" id="topic_gfc_rqm_pgc">
<h2 class="title topictitle2" id="ariaid-title7">Setting agent next status for when a call ends</h2>
<div class="body">
<p class="p" dir="ltr">The agent next status helps an agent to change into the state they want to
be by the end of the call. This is useful if they need to take a lunch break or step
away from their desk. </p>
<div class="p">
<strong class="ph b">To set next status for when a call ends</strong><ul class="ul" id="topic_gfc_rqm_pgc__ul_rkg_w5z_tgc">
<li class="li">Select agent <strong class="ph b">Next status</strong> while you are on a call and speaking to a
customer, then select the status you’d like to set when the call
ends.<p class="p"><img class="image" id="topic_gfc_rqm_pgc__image_amw_dhr_sgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/cc_image_31.png" width="350"></p>
</li>
</ul>
</div>
<p class="p" dir="ltr">When the call ends, and close your interaction, the system automatically
puts you in your selected status.</p>
</div>
</div>
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