Help Center/ Cognitive Engagement Center/ User Guide/ Agent Guide(AICC)/ Handling Voice Businesses/ Making Internal Calls
Updated on 2024-10-12 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

  1. An agent in idle, busy, or wrap-up state clicks on the connection bar and then clicks to open the internal call page.

  2. 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.