Help Center/ Cognitive Engagement Center/ User Guide/ Agent Guide(AICC)/ Handling Voice Businesses/ Answering Inbound Calls Manually
Updated on 2024-10-12 GMT+08:00
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Answering Inbound Calls Manually

An agent can manually answer an inbound call from a customer.

Context

An agent can manually answer an allocated inbound call. After the call is answered successfully, the agent can start talking with the customer.

Prerequisites

  • The agent has set the answering mode to manual answering in the agent parameters.
  • The agent has signed in.
  • The agent is in idle state.

Procedure

When a new inbound call arrives, the softphone of the agent rings. The agent can click Answer to answer the call.

  1. After a new inbound call arrives, the softphone of the agent rings. Click Answer.

    At this time, the call is still not connected and the agent is in the Occupied state.

  2. After clicking , the agent enters the Talking state, and the softphone shows that the agent is answering a call.