Handle Calls in CXone Agent for Microsoft Teams

You can handle calls in CXone Agent for Microsoft Teams if your administrator has enabled them for you. Any calls assigned to you appear in the interactions menu, marked by the call icon: a phone..

When handling calls using the Integrated Softphone, it is recommended that you pop out the agent application to a separate window. To do this, click Pop Out Icon of a box with an arrow pointing to the top right corner. in the top right corner of Microsoft Teams. This will prevent connection issues during the call. These possible connection issues will be resolved in the future.

Use Voice Controls

The voice control panel in CXone Agent for Microsoft Teams appears when you're handling an active call.

The panel displays the contact name, phone number, and the skill. It also shows these call controls:

Icon Details
Hold
icon: two vertical lines forming a pause symbol.
Place the contact on hold.
Resume
Icon of a triangle.
Take the contact off hold.
Mute
icon: a microphone.
Mute your microphone so that the contact cannot hear you.
Unmute
icon: a microphone crossed out.
Unmute your microphone so that the contact can hear you.

Mask
icon: sound waves crossed out.

Play white noise over the call recording. This is useful for hiding sensitive information.

You cannot end a call while masking.

Record
icon: a circle inside a ring.
Record the call. This icon turns red while you're recording. When finished, the recording appears in the Interactions app in CXone.
Consult / Transfer
Icon of a person with a plus sign.
Conference with up to eight parties or transfer the contact to another agent, skillClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge, or team.
Keypad
icon: nine squares.
Open the keypad. This is useful if you need to press a number while making an outbound call.
Launch
icon: a box with an arrow pointing up.

View a list of available indicatorsClosed Custom menu items configured by an administrator for the call, if your administrator has enabled them.

If you're an administrator, see this page for details about how to configure indicators.

Hang Up
icon: a phone facing down.
End the call.
Outcome
icon: a check mark inside a circle.
Assign a dispositionClosed Result assigned by the agent or system at the end of a voice (disposition) or digital (status) interaction. to the call.

Make Outbound Calls

When placing an outbound call, you can search for people in the Directory icon, a notebook with a picture of a person on it. by name or enter a phone number to dial.

To make an outbound call, you must have an outbound voice skillClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge assigned to you.

  1. Launch CXone Agent for Microsoft Teams and sign in.

  2. In the interactions menu, click New Outbound icon of a bottom bracket with an arrow pointing up..
  3. In the search bar in the Directory, enter the name or phone number of the contactClosed The person interacting with an agent, IVR, or bot in your contact center. you want to call. You can use the drop-down below the search bar to switch between directories.

    Phone numbers should be in this format: + [country code] [phone number including area code]. They can be a maximum of 15 digits. If you're dialing an extension, they can be 17 digits.

  4. Click the contact's name in the search results, then click Call icon, a phone..

  5. If prompted, select a skillClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge from the drop-down and click Call.

Consult and Conference Calls

You can conference with other people, such as other agents, to resolve a contact's issue.

  1. While handling a call, click Consult / Transfer icon of a person with a plus sign. in the voice controls.
  2. In the Directory, search for the person or phone number you want to consultClosed Allows you to speak privately to a new party before adding them to a conference.. You can use the drop-down below the search bar to switch between directories.
  3. If you searched for a person, click their name in the search results, then click Call icon, a phone. > Consult icon, a phone..
  4. If you searched for an external phone number, click Consult icon, a phone.. If you have more than one outbound voice skillClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge assigned to you, select a skill from the drop-down, then click Call.
  5. The call appears in a consult in the Multi-party Icon of three people. space. The original party is placed on hold.

    Here, you can:

    • Click Transfer icon with two arrows, one pointing right and one pointing left. to transfer the new party to another agent or skill.

    • Click Hang Up icon: a phone facing down. to end the consult and go back to the original party.

    • Click Conference icon: two lines merging into one arrow. to merge the parties into a conference in the Multi-party Icon of three people. space.

    • Here, you can Mask icon: sound waves crossed out., Mute icon: a microphone., and Record icon: a circle inside a ring. the conference.

  6. To transfer the conference to another agent, skill, or team, click Consult / Transfer .
    1. Search for the agent, skill, or team you want to transfer the conference to. You can use the drop-down below the search bar to switch between directories.
    2. Find the agent, skill, or team in the search results and click Transfer icon with two arrows, one pointing right and one pointing left..
  7. To add more parties to the conference, click Consult / Transfer . Conferences can have up to eight parties.
    1. Search for the person or phone number you want to add to the conference. You can use the drop-down below the search bar to switch between directories.
    2. If you searched for a person, click their name in the search results, then click Callicon, a phone. > Consulticon, a phone..
    3. If you searched for an external phone number, click Consult icon, a phone.. If you have more than one outbound voice skillClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge assigned to you, select a skill from the drop-down, then click Call.
    4. The parties in the conference are placed on hold while you're in the consult with the new party. To merge the new party into the conference, click Merge icon: two lines merging into one arrow..
  8. To hang up on one party, click Hang Up icon: a phone facing down. in the row for their name.
  9. To leave the conference but allow it to continue for the other parties, click Leave.
  10. To end the conference for everyone, click the drop-down arrow next to Leave and select End Call.

Transfer Calls

You can transfer calls to other agents. If you don't know who to transfer the call to, you can transfer it to a skillClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge or team. The call is then assigned to an agent with that skill or team.

You cannot transfer a call to another agent if you're already on a call with an agent.

If you transfer a call to an external phone number, the first outbound skill assigned to you will be used. You cannot select the skill.

  1. While handling a call, click Consult / Transfer icon of a person with a plus sign. in the voice controls.
  2. In the Directory, search for the agent, skill, team, or phone number you want to transfer the call to. You can use the drop-down below the search bar to switch between directories.
  3. Find the agent, skill, or team in the search results and click Transfer icon with two arrows, one pointing right and one pointing left..

Use the Customer Card

If your administrator has enabled it for you, the customer card provides information to help you handle contacts. When you have an interaction open, the customer card for the contact appears in the app space on the right. Expand each section to access information about the contact:

There may be more than one customer card for a contact. You can merge customer cards by clicking Merge icon: two lines merging into one arrow..

Use Screen Pops

Screen pops are links to other websites or apps that can help you handle a call. Your administrator configures the screen pops you can choose from.

  1. While handling a call, click Screen Pops icon, a pencil and an eraser. in the app space on the right.
  2. Select the page you want from the drop-down.
  3. To open the page in a new tab in your browser, click Pop Out icon: a box with an arrow pointing to the top right..
  4. To pop the page back in to the app space, click Pop In icon: a box with an arrow pointing to the bottom left. . This will close the tab.

You cannot pop out Real-Time Interaction Guidance (RTIG) screen pops.

Assign Dispositions to Calls

When a call ends, the Outcomes window appears at the bottom of the page. Here, you can assign a dispositionClosed Result assigned by the agent or system at the end of a voice (disposition) or digital (status) interaction. to a call. Dispositions indicate the result of the interaction. For example, if you answered a contact's question, you could mark the call as Resolved.

  1. Click the Outcomes window at the bottom of your screen to expand it.

  2. Select a Disposition from the drop-down.
  3. You can enter Notes about the call. If your administrator has enabled AutoSummary, a call summary will automatically appear in the Notes field. You can edit the summary. You can also add Tags to help you find the call later.
  4. Click Save.