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Handling Telephony calls in On Demand mode
36 NN44400-120 Offsite Agent User Guide 26 November 2010
Making a call in On Demand mode
Make a call using the Agent Desktop. When working in On Demand mode, if you make
a call by using the Agent Desktop, it has the following results:
• the Offsite Agent server makes a call to your offsite phone and bridges it to the
phone number you want to call
• you will show up on your supervisor’s Real Time Display, and on subsequent
reports, as being on a DN call
• you do not need to make yourself Not Ready
• the contact center pays the call tariff
Ensure that you follow the correct steps based on the type of telephone number you
want to call:
• an external telephone number
• an 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. See Using the conference feature to consult a colleague
(page 40).
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 you have finished speaking with the customer. If you require time to
perform call wrap-up tasks before you accept another call, change your status to Not
Ready.