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.
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.
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