Help Center/ Customer Engagement Center/ User Guide/ Agent Guide/ Handling Voice Businesses/ Making Internal Calls

Updated on 2025-11-07 GMT+08:00

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Making Internal Calls

An agent can also call other agents.

Context

Internal calls refer to the calls between agents in the AICC. For example, when no inbound call is available, frontend agents can make internal calls to relevant personnel for consultation.

Procedure

An agent in Idle, Busy, or Wrap-up state clicks on the connection bar and then clicks to open the Internal Call page.
Select another agent in Idle state.

Figure 1 Internal Call page

: The agent is idle.

: The agent is in an online chat.

Parent topic: Handling Voice Businesses

Previous topic: Consulting

Next topic: Releasing Calls

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