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.

Prerequisites

• The agent has signed in.
• The agent is in idle state.
• Manual call answering has been configured in either of the following methods:
  • A tenant administrator chooses Configuration Center > System Management > Tenant Parameter > Tenant parameters > Connection Management > Call Control and sets Agent Answering Mode to Manual.
  • A tenant administrator chooses Configuration Center > System Management > Tenant Parameter > Tenant parameters > Connection Management > Call Control and sets Agent Answering Mode to Custom. An agent clicks , chooses Personal Center, clicks the Agent parameters tab, and sets Agent answer mode to Manual response.

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.