Handling Voice Businesses

This section describes how to handle voice businesses as an agent.

• Answering Inbound Calls Automatically
  An agent can automatically answer an inbound call from a customer.
• Answering Inbound Calls Manually
  An agent can manually answer an inbound call from a customer.
• Transferring Calls
  An agent can transfer a call to another skill queue, a third-party system, another agent, or an IVR to handle customer businesses.
• Making Outbound Calls
  An agent can initiate a call to a customer for business operations.
• Making Three-Party Calls
  An agent can connect to a third party to jointly handle the business during a call with a customer.
• Holding Calls
  An agent can hold a call with a customer and continue to talk with the customer after handling other businesses.
• Consulting
  An agent can initiate a consultation request during a call with a customer. During consultation, the call channel of the customer is held, and the agent who initiates the consultation request talks with the agent who accepts the consultation request.
• Making Internal Calls
  An agent can also call other agents.
• Releasing Calls
  An agent can release a call after the call ends.
• Configuring the Agent Assistant
  An agent can use the agent assistant to better communicate with customers.
• Initiating Callbacks
  An agent can proactively initiate a callback to a customer for completing a business which is interrupted abnormally.