Help Center/ Cognitive Engagement Center/ User Guide/ Agent Guide/ Processing Voice Businesses/ Making Internal Calls

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

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Making Internal Calls

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 or wrap-up state.

: The agent is idle.

: The agent is busy.

: The agent is taking a rest.

: The agent is in a voice or video call.

: The agent is in an online chat.

Parent topic: Processing Voice Businesses

Previous topic: Consulting

Next topic: Releasing Calls

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