Using Call Control - Inter-Tel Contact Center Suite User Manual

Using Call Control

You can control calls using Reporter Real-Time from
the supervisor's terminal using the call control menu,
which is accessed by clicking on a device in an Agent,
Extension, or Trunk List tile or a StationViewer tile.
The options available in the menu vary depending on
the state of the device selected and the type of tile
you are using. You can also handle calls at your own
extension using various toolbar buttons. See the
online help for details.
Before using the Call Control functionality, you must
specify your extension in the Call Control page in the
Configure View screen (see the Options Call Control
topic in the online help). You should also identify the
mailbox that will be used for recording calls.
Using Call Control with a StationViewer Tile
The call control menu for the StationViewer tiles
contains many of the options available for list tiles, for
example, Call now and Log in, which are described
in the online help.
The following options are available only for StationViewer tiles.
•
Pickup Call: To pickup (reverse transfer) a call that is currently ringing an extension
or agent, select Pickup Call from the StationViewer call control menu.
•
Blind Transfer: To transfer a call that is currently at your extension to the
StationViewer extension/agent, select Blind Transfer from the call control menu.
When selected, the call is automatically connected to the StationViewer extension/
agent, regardless of its current state.
•
Enquiry Transfer: To perform an announced transfer, select Enquiry Transfer from
the call control menu. When selected, the call at your extension is placed on hold, and
another call to the StationViewer extension/agent is initiated.
After you have connected to the StationViewer extension/agent, you can either click
the Complete Transfer (
( ) button to cancel the transfer and retrieve the call.
Example: Stealing Calls
In this example, you will transfer a call to your extension from an extension, agent, or trunk
list tile.
To steal calls:
1. From an extension, agent, or trunk list tile, click on the device you want to transfer to
your extension. The call control menu is displayed.
2. Select Steal Call. The call is transferred to your extension, but not automatically
answered.
Contact Center Suite User Guide
) button to complete the transfer or click the Hold/Retrieve
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