Help Center/ Cognitive Engagement Center/ User Guide/ Agent Guide/ Processing Video Businesses/ Answering Inbound Calls Manually

Updated on 2023-09-20 GMT+08:00

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Answering Inbound Calls Manually

Context

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

Procedure

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

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

Parent topic: Processing Video Businesses

Previous topic: Answering Inbound Calls Automatically

Next topic: Transferring Calls

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