Set A Disposition Code While On A Call Center Call; Trace A Call; Escalate A Call To A Supervisor - Cisco 6800 Series User Manual

Calls
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.

Trace a Call

You can trace an active call and the last incoming call in any agent status.
Before you begin
Your administrator enables your phone to trace a call.
Procedure
From an active call or after a call, press Trace.

Escalate a Call to a Supervisor

When you need to escalate a call, you can add your supervisor to a conference call with you and your caller.
Before you begin
Your administrator enables emergency escalation on your phone.
Procedure
Step 1 From an active call, press Emergency.
Step 2
In the Emergency Escalation window, click OK.
Set a Disposition Code While on a Call Center Call
Cisco IP Phone 6800 Series Multiplatform Phones User Guide
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