Accept A Call Center Call - Cisco 6841 User Manual

Calls

Accept a Call Center Call

When you sign into the phone as a call center agent and your phone status is set to available, your phone are
ready to accept call center calls. Before you answer a call, you see information about the call.
Procedure
Step 1 When you receive a call, you will see the call information page, press Back to exit and then press Answer to
accept it.
Step 2 Press Call Info to see the call details.
Step 3 At the end of the call, press End call.
Hold an Agent Call
When you are on a call center call, you can put the caller on hold and return to the call. While the call is held
for a long time, you will hear a reminder tone and a ring splash on the phone screen.
Procedure
Step 1 Press Hold.
Step 2 When you are ready to return, select the held call and press Resume.
Set a Disposition Code While on a Call Center Call
During an active call or when your status is set to wrap-up state after a call, you can assign a disposition code
to a customer call. Disposition code are quick labels that you apply to call records to describe a call. It is a
easy way to label calls and keep track of customer contact history so that no detail about the call are missed.
Before You Begin
Your administrator enables your phone to add a disposition code.
Procedure
Step 1 Press Disp Code.
Step 2 Press Ok.
Cisco IP Phone 6800 Series Multiplatform Phones User Guide
Accept a Call Center Call
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