Handle Calls in CXone Agent

You can handle calls in CXone Agent if your administrator has enabled them for you. Any calls assigned to you appear in the Interactions Menu, marked by . If you are logged in with Integrated Softphone, make sure you are using the CXone Agent WebRTC Extension. Otherwise, your calls may drop.

Use Voice Controls

The voice control panel in CXone Agent 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	Place the contact The person interacting with an agent, IVR, or bot in your contact center. on hold.
Resume	Take the contact off hold.
Mute	Mute your microphone so that the contact cannot hear you.
Unmute	Unmute your microphone so that the contact can hear you. If you are using a supported headset and press this control, you will be unmuted even if the contact is on hold or you are in a conference.
Mask	Play white noise over the call recording. This is useful for hiding sensitive information. You cannot end a call while masking.
Unmask	Stop playing white noise over the call recording.
Record	Record the call. This icon turns red while you're recording. When finished, the recording appears in the Interactions app in CXone.
Consult / Transfer	Conference with up to eight parties or transfer the contact to another agent, skill Used to automate delivery of interactions based on agent skills, abilities, and knowledge, or team.
Keypad	Open the keypad. This is useful if you need to press a number while making an outbound call.
Launch	View a list of available indicators 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	End the call. If the hang up icon is missing, you may have the Hide Inbound Hangup permission enabled. Contact your administrator.
Outcome	Assign a disposition Result assigned by the agent or system at the end of a voice (disposition) or digital (status) interaction. to the call.

Connect Agent Leg

The status of your agent leg appears at the top. It automatically connects when you receive an inbound call. You can also connect your agent leg manually by clicking Disconnected . Your agent leg then appears as Connected .

Make Outbound Calls

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

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

1. Launch CXone Agent and sign in.

2. In the Interactions Menu, click New Outbound .

3. In the search bar in the Directory, enter the name or phone number of the contact The person interacting with an agent, IVR, or bot in your contact center. you want to call.

   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.

   You can use the drop-down below the search bar to switch between directories. To view all Directory entries, make sure All is selected in the drop-down. Then click in the search bar, leave it empty, and press the Enter key on your keyboard.

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

   View image

   

5. If prompted, select a skill 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. The maximum number of people you can have on a call is eight. However, your administrator may have set a lower limit.

1. While handling a call, click Consult / Transfer in the voice controls.
2. In the Directory, search for the person or phone number you want to consult 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 > Consult .
4. If you searched for an external phone number, click Consult . If you have more than one outbound voice skill 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 space. The original party is placed on hold.

   View image

   

   Here, you can:

   • Click Transfer to transfer the new party to another agent or skill.

   • Click Hang Up to end the consult and go back to the original party.

     If you use the buttons on a supported headset to Hang Up the consult, the original party appears on hold in CXone Agent, but it is actually active. Click Rejoin to have it display as active in CXone Agent.

   • Click Conference to merge the parties into a conference in the Multi-party space.

     View image

     

   Here, you can Mask , Mute , and Record 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 .
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 Call > Consult.
   3. If you searched for an external phone number, click Consult . If you have more than one outbound voice skill 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 .
8. To hang up on one party, click Hang Up 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 skill 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.

1. While handling a call, click Consult / Transfer 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 .

Limitations for Transferring Calls

Note that you cannot:

• Transfer a call to another agent if you're already on a call with an agent.

• Transfer a call to an external phone number.

• Transfer a call to a party who is in an unavailable state.

Elevate Calls

You can elevate a call to another channel A way for contacts to interact with agents or bots. A channel can be voice, email, chat, social media, and so on.. This allows you to select the best channel for handling the contact. For example, if you're on a call with a contact and need to send them information in an email, you can elevate the call to email. You can elevate calls to these channels:

• Email

• SMS

• WhatsApp

You cannot elevate calls after you complete after contact work State that allows an agent to complete work requirements after finishing an interaction.

1. Click More next to the call in the Interactions Menu, then click Add Outbound.

2. Enter the contact's ID for the channel A way for contacts to interact with agents or bots. A channel can be voice, email, chat, social media, and so on. you want to elevate to. For example, if you're elevating the call to email, enter the contact's email address.

3. Select the channel you want to elevate to.

4. Select a skill Used to automate delivery of interactions based on agent skills, abilities, and knowledge from the drop-down if it appears.

   View image

   

5. Click Start. The elevation starts. A new interaction with the contact appears in the Interactions Menu underneath the call. The call icon is replaced by the elevated icon .
   If your administrator has required you to assign a disposition to the call, you must do so before you can make another call.

   View image

   

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.

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 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 .
4. To pop the page back in to the app space, click Pop In . 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 disposition 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 Outcome in the voice control panel.
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.