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NN44400-114 Contact Center Agent Desktop 2 December 2010 35
Telephony
To call a supervisor when you are on a call, see Conferencing in a supervisor
(page 34).
Procedure steps
Step Action
1 On the Agent Desktop Action bar menu, click Supervisor.
--End--
Making a call
Make a call using Agent Desktop. Ensure that you follow the steps based on the
type of phone number you want to call:
• the default phone number
• a new external phone number
• a new internal phone number
Procedure steps
Step Action
1 On the Agent Desktop Action bar menu, click Initiate Call.
2 In the text box to the left of Initiate Call, enter the phone number to dial.
3 Click Initiate Call again.
The phone number is dialed. A new work item is added to the work list and the
call timer on the work items starts to increment.
4 Click Release when you complete the call.
5 If required by your supervisor, enter an activity code in the Activity Code box,
and then press Enter.
--End--
Using DTMF digits
Use the Dual-tone Multifrequency feature (DTMF) if, during a call, you must
navigate through a contact center menu or dial numbers to access voice
messages.
Procedure steps
Step Action