Managing calls in Contact Center

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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 and use key features of Zendesk
for Contact Center, from the basics like hold and mute, to 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">Using the next status</a></li>
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<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">Use the following steps to make an outbound call.</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" dir="ltr"><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="500"></p>
</li>
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<p class="p" dir="ltr">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 will be
displayed in the customer profile section on the right-hand side of the page once
the call is connected. </p>
<p class="p" dir="ltr">A timer will appear next to the contact to show you how much time has
elapsed on the call.</p>
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<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>
<p class="p" dir="ltr">To place a customer on hold, click <strong class="ph b">Hold ⏸️</strong> above the conversation
tab. You'll receive a verbal notification that the customer is on hold, and the
button will change color. </p>
<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="500"></p>
<p class="p" dir="ltr">To resume the call, click the same button, which will now be orange and
labeled <strong class="ph b">Resume</strong>. </p>
<p class="p" dir="ltr">Similarly, to mute yourself, click the dark gray <strong class="ph b">Mute </strong>button above
the conversation tab, and to unmute, click the same button, which will now be
labeled <strong class="ph b">Unmute</strong>.</p>
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<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">When you need to transfer a call, 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. This will
will place you on hold while the transfer occurs.</p>
<p class="p" dir="ltr"><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="500"></p>
<p class="p" dir="ltr">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. </p>
<p class="p" dir="ltr">To cancel the transfer, click <strong class="ph b">Cancel</strong>.</p>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested2" id="topic_vhn_yqm_pgc">
<h3 class="title topictitle3" id="ariaid-title5">Internal transfer notes</h3>
<div class="body">
<p class="p" dir="ltr">To add an internal transfer note before transferring a caller, click
the <strong class="ph b">note</strong> button and start typing your note. Alternatively, you can type
your note during the transfer process. </p>
<p class="p" dir="ltr"><img class="image" id="topic_vhn_yqm_pgc__image_wy5_g3r_sgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/cc_image_25.png" width="500"></p>
<p class="p" dir="ltr">Click the tick (<img class="image" id="topic_vhn_yqm_pgc__image_vym_33r_sgc" 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>
<div class="p">
<div class="note note">
<span class="notetitle">Note:</span> If you add a note after transferring the call, the person or team that you transferred the
call to won't see the note. Remember to add the note before transferring the
caller.</div>
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<div aria-labelledby="ariaid-title6" class="topic nested2" id="topic_fkx_zqm_pgc">
<h3 class="title topictitle3" id="ariaid-title6">Cold transfer</h3>
<div class="body">
<p class="p" dir="ltr">After a transfer is initiated, to make a cold transfer, click the red
<strong class="ph b">x</strong> button next to the customer’s number. This will automatically put
you in After Call Work (<strong class="ph b">ACW</strong>) mode, and the customer will be in the queue
with the third-party.</p>
<p class="p" dir="ltr"><img class="image" id="topic_fkx_zqm_pgc__image_pkz_43r_sgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/cc_image_28.png" width="500"></p>
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<div aria-labelledby="ariaid-title7" class="topic nested2" id="topic_bdl_2rm_pgc">
<h3 class="title topictitle3" id="ariaid-title7">Warm transfer</h3>
<div class="body">
<p class="p" dir="ltr">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.</p>
<p class="p" dir="ltr"><img class="image" id="topic_bdl_2rm_pgc__image_qk1_r3r_sgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/cc_image_26.png" width="550"></p>
<p class="p" dir="ltr">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.</p>
<p class="p" dir="ltr">To transfer the customer to the third-party, click the red <strong class="ph b">x</strong>
button next to the customer's number. This will place you in After Call Work
(<strong class="ph b">ACW</strong>) mode and the customer will be placed in the queue with the
third-party.</p>
<p class="p" dir="ltr">To return to the customer, click on the red <strong class="ph b">x</strong> button next to the
third-party's number or name.</p>
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<div aria-labelledby="ariaid-title8" class="topic nested1" id="topic_zcb_rqm_pgc">
<h2 class="title topictitle2" id="ariaid-title8">Making a conference call</h2>
<div class="body">
<p class="p" dir="ltr">To start a conference call, initiate the transfer and wait until the third
party answers. Once they accept the call, click <strong class="ph b">Join</strong> which will connect all
parties.</p>
<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="500"></p>
<p class="p" dir="ltr">If you click <strong class="ph b">Join</strong> before the third party has answered the call, the
system will return an error.</p>
</div>
</div>
<div aria-labelledby="ariaid-title9" class="topic nested1" id="topic_mrb_rqm_pgc">
<h2 class="title topictitle2" id="ariaid-title9">Ending a call</h2>
<div class="body">
<p class="p" dir="ltr">Once your conversation with the customer is complete you can end the call
by clicking the red <strong class="ph b">x</strong> button at the top of the conversation window. </p>
<p class="p" dir="ltr"><img class="image" id="topic_mrb_rqm_pgc__image_in5_mhr_sgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/cc_image_29.png" width="250"></p>
<p class="p" dir="ltr">Your status will change to After Call Work and you will see the letters ACW
appear in the top right corner of the screen.</p>
<p class="p" dir="ltr"><img class="image" id="topic_mrb_rqm_pgc__image_t5v_khr_sgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/cc_image_30.png" width="550"></p>
<p class="p" dir="ltr">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 in order to close the contact.</p>
<p class="p" dir="ltr">Once the interaction is closed, your status will automatically change to
Available once more. If you want to go offline, change your status to Unavailable
before closing the contact.</p>
</div>
</div>
<div aria-labelledby="ariaid-title10" class="topic nested1" id="topic_gfc_rqm_pgc">
<h2 class="title topictitle2" id="ariaid-title10">Using the next status</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 particularly useful if they need to take a lunch
break or step away from their desk. </p>
<p class="p" dir="ltr">You can select agent <strong class="ph b">Next status</strong> whilst you are on a call and
speaking to a customer. You can set your next status, for example, Offline. </p>
<p class="p" dir="ltr">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 are waiting in the queue.</p>
<p class="p" dir="ltr"><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="500"></p>
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