Accept A Call Center Call; Hold An Agent Call; Set A Disposition Code While On A Call Center Call - Cisco 6800 Series User Manual

Calls
Step 7
Highlight the Wrap-up status.
Step 8
Press Select.

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

You can assign a disposition code to an active customer call or after you set your status to Wrap-up after a
call. Disposition codes are quick labels that you apply to call records to describe a call. It is an easy way to
label calls and keep track of customer contact history so that no details 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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