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Handling Telephony calls in Permanent Connection mode
32 NN44400-120 Offsite Agent User Guide 26 November 2010
Making a call in Permanent Connection mode
Make a call using the Agent Desktop. Ensure that you follow the correct steps based on
the type of telephone number you want to call:
• a new external telephone number
• a new internal telephone number
Prerequisites
Attention: If you have an active customer call on your set, you cannot originate
another call. If you want to consult with a supervisor or another agent, then you must
use the conference feature.
Procedure steps
Step Action
1 On the action bar, click Originate Call.
2 Select Use Trunk Access Code and type the access code in the Use Trunk Access
Code box and telephone number in the Destination Number box and click Initiate
Contact.
OR
Type an internal telephone number in the
Destination Number field and click Initiate
Contact.
3 Click Release on the call work item when you complete the call.
--End--
Ending a call
End a call when a call is completed. If you were in Ready status before the call, you
automatically return to Ready when you terminate the call. If you require time to perform
call wrap-up tasks before you accept another call, change your status to Not Ready.
Procedure steps
Step Action
1 Click Release on the call work item.
--End--