Core Telephony Actions
Call Conference
Call Conference, or a three-way call, enables an agent to add a third person to a live call with a customer. This third person can be another agent, a supervisor, or an external subject matter expert.
Call Picking
The Priority Queue Call Picking application is a custom feature designed to allow Executive users to manually select and answer a high-priority customer call directly from a shared queue, bypassing the standard Automatic Call Distribution (ACD) flow. This tool provides granular control to a specific class of users for ensuring critical or premium customer interactions are handled immediately, independent of the agent's current Auto Call status or standard queue-based distribution logic.
Call Hold & Retrieve
Call Hold and Retrieve is a fundamental telephony feature that allows an agent to temporarily pause a live conversation without disconnecting the call. This gives the agent time to perform parallel tasks—such as finding information or consulting a colleague—before returning to the customer.
Call Forwarding
Call Forwarding is a telephony feature that allows incoming calls to a specific number or extension to be automatically redirected to another destination. This destination can be an external phone number (like a mobile phone), another internal extension, or a voicemail box.
Call Transfer - Queue
The Call Transfer to Queue feature allows an agent to reroute an ongoing inbound call to a different queue within the same voice campaign. This functionality is essential for ensuring that the customer reaches the most appropriate set of agents or department when the original routing was incorrect or the customer's query requires specialized handling.
Call Transfer - Agent
Call Transfer allows an agent to move a live call to another agent, supervisor, queue, or an external number. The system supports two primary types Warm Transfer (Consultative Transfer) The agent first speaks with the receiving party to provide context before connecting the customer.
VoiceMail
The Voicemail feature allows callers to leave a recorded message when agents are unavailable (e. g.