Handle Calls in Agent for SCV

Before handling calls in Agent for SCV, make sure to configure your Agent for SCV settings. If you are logged in with Integrated Softphone, make sure you are using the CXone Agent WebRTC Extension.

Use Voice Controls

These voice controls appear when you're handling an active call in Agent for SCV.

Icon	Details
Raise	Raise a flag to ask your supervisor for help. You must indicate why you need help in the Message field. Your supervisor can send notes back.
Hold	Place the contact on hold.
Resume	Resume a call you've put on hold.
End Call	End the call. Performs the same function as the red End Call button at the bottom.
Mute	Mute your microphone so that the contact cannot hear you.
Add Caller	Open the address book to search for skills or other agents who are logged in. Hover over any item in the list and click Call to add another user to your call. You can also click Keypad and dial a phone number to add to your call.
Merge	If you have an active call and a call on hold, you can combine the two calls together to make a conference call.
Swap	If you have an active call and a call on hold, you can switch between the two.
Blind Transfer	Transfer the call. You are not placed in a conference; the call is directly transferred to the other party.
Keypad	Open a keypad to enter a phone number.
End Call	End the voice interaction. Indicated by the red button at the bottom. Performs the same action as End Call .

Some of these call controls may not be visible to you, depending on how your administrator has configured Agent for SCV.

Make Outbound Calls

When placing an outbound call, you can search for people in the Phone Book by name or use the keypad to enter a phone number to dial.

Before making outbound calls, set your default outbound phone skill.

1. Launch Agent for SCV and sign in.

2. Make sure you are in an online or busy state The availability status of an agent.

3. Use the keypad to enter a phone number or click Phone Book . In search bar in the Phone Book, enter the name of the contact The person interacting with an agent, IVR, or bot in your contact center. you want to call. You can use the drop-down to the left of the search bar to switch between phone books. Click the contact's name in the search results.

4. Click Call.

Consult and Conference Calls

You can conference with other parties, such as other agents, to resolve a contact The person interacting with an agent, IVR, or bot in your contact center.'s issue.

1. While handling a call in SCV, click Add Caller .

2. In the address book that appears, search for an agent or skill Used to automate delivery of interactions based on agent skills, abilities, and knowledge. You can also click Keypad and enter a phone number to dial. Click Call.

3. You are placed in a consult with the new party. The original party is put on hold. From here, you can:

   • Click Merge to combine the calls into a conference.

   • Click Swap to place the new party on hold and resume your call with the original party.

   • Click End Call next to a party to hang up on them individually.

   • Click Leave Call to leave the conference.

Transfer Calls

You can blind transfer a call to another party, such as another agent. You are not placed in a conference; the call is directly transferred to the other party. It is removed from your agent console.

1. While handling a call in SCV, click Blind Transfer .

2. In the address book that appears, search for an agent or skill Used to automate delivery of interactions based on agent skills, abilities, and knowledge. Select an agent or skill, then click Transfer. You can also click Keypad and enter a phone number to dial, then click Call.

3. If required, assign a disposition to your part of the call.

Create Tasks

When you're on an active call in Agent for SCV, a voice call (VC) record with information about the contact The person interacting with an agent, IVR, or bot in your contact center. appears in Salesforce. In this VC record, you can edit the contact's information, see information about any past interactions, and create tasks.

1. In Salesforce, open the voice call record. It is a tab beginning with VC, followed by a string of numbers.

2. Scroll down to the Activity field and click Edit Activity .

3. Click + New Task.

4. In the New Task pop-up, complete the Task Information form. The required fields are Assigned To, Status, Subject, and Priority.

5. Click Save.

View Indicators

When you're on an active call in Agent for SCV, you can view indicators: custom menu items configured by your administrator.

1. While handling a call in SCV, click More at the bottom.

2. Click the Indicator tab.

Assign Dispositions to Calls

When you're on an active call in Agent for SCV, you can assign a disposition Result assigned by the agent or system at the end of a voice (disposition) or digital (status) interaction. to indicate the result of the call. For example, if you answered a contact's question, you could mark the call as Resolved. You can also add tags and notes. Adding tags associates the call with Salesforce records.

1. While handling a call in SCV, click More at the bottom.

2. On the Disposition tab, select a Disposition from the drop-down.

3. Select the tags you want to assign to the call from the Tags drop-down.

4. If you want, enter Disposition Notes.

5. Click Save.

Access Call Recordings

All calls in Agent for SCV are automatically recorded. You can access the recording once the call ends.

1. Open the call's Voice Call record in Salesforce.

2. Refresh the record.

3. Click the URL in the Call Recording URL field. The recording opens in a new tab.

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