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Common agent functions on Agent Desktop
40 NN44400-120 Offsite Agent User Guide 26 November 2010
Procedure steps
Step Action
1 On the work item, click Unhold.
The call is taken off hold, the contact timer color changes to green, and the Unhold
button changes to Hold.
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Using the conference feature to consult a colleague
In an onsite contact center, agents frequently use the Hold feature to temporarily hold a
customer call while they consult a colleague. This consult could be speaking to some
one at the next desk, or using the DN key on the telephone to place a call to an expert.
Offsite agents using a single line telephone will not be able to place a call on hold and
then originate another call.
To temporarily hold a customer call and consult a colleague, use the Conference feature
on Agent Desktop.
Prerequisites
• You are on a customer call.
• You know the number of the person you want to consult.
Procedure steps
Step Action
1 On the work item, click Conference to place the customer on hold and open the
Conference window.
2 In the Conference window, in the Number box, type the number of the agent to
conference into the call.
3 Click OK to begin the conference.
The Conference and Unhold buttons flash.
4 When you have finished speaking to the person you have consulted, click Unhold.
Agent Desktop terminates the consult call and returns you to the customer call.
--End--