Internal calls to other agents or groups of agents can be placed from the WebRTC softphone built into your Agent Portal.
Make an internal call #
- In the Outbound dialog click the call icon
and the Outbound call dialogue will be displayed - For From, select the calling queue (group) that the internal call should appear to originate from
- If your company administrator has set a default calling queue and you are happy to use this, you do not need to select a calling queue. However, if you want calls to appear to originate from a different calling queue (because, for example, you are assigned to several queues with different contact numbers), you need to select that specific queue from the dropdown list.
- Then either:
- Use the dialpad to enter the number to call
- Select the agent or number to call from the Destination dropdown list. Only agents who are currently logged in and available are listed. If required, you can search on an agent’s name or number
- Click Call
- When connected, you will see the call control buttons
| Note: When you make an internal call, you are marked as “busy” and so are unable to handle incoming calls or other items. If the agent who you are calling answers your call, they are also are marked as “busy”, preventing them from receiving other Contact calls whilst on an internal call. |
