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 the call icon: a phone.. 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
icon: two vertical lines forming a pause symbol next to a phone on a white background.
Place the contactClosed The person interacting with an agent, IVR, or bot in your contact center. on hold.
Resume
icon: two vertical lines forming a pause symbol next to a phone on a red background.
Take the contact off hold.
Mute
icon: a microphone on a white background.
Mute your microphone so that the contact cannot hear you.
Unmute
icon: a microphone crossed out on a dark blue background.

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
icon: sounds waves crossed out on a white background.

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

You cannot end a call while masking.

Unmask
icon: sounds waves crossed out on a dark blue background.
Stop playing white noise over the call recording.
Record
icon: a dark blue circle inside a ring.
Record the call. This icon turns red icon: a red blue circle inside a ring. while you're recording. When finished, the recording appears in the Interactions app in CXone.
Consult / Transfer
icon of a person with a right arrow.
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 of a check mark inside a circle with a blue border.
Assign a dispositionClosed 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 Icon of a broken chain link.. Your agent leg then appears as Connected Icon of a connected chain link..

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 and sign in.

  2. In the Interactions Menu, click New Outbound icon of a person with a plus sign..
  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. 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 icon of a person with a right arrow. 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.

      If you use the buttons on a supported headset to Hang Up icon: a phone facing down. 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 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: sounds waves crossed out on a white background., Mute icon: a microphone on a white background., and Record icon: a dark blue 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 Call icon, 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. You cannot transfer a call to an external phone number.

  1. While handling a call, click Consult / Transfer icon of a person with a right arrow. 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..

Elevate Calls

You can elevate a call to another channelClosed 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 workClosed State that allows an agent to complete work requirements after finishing an interaction.

  1. Click More icon of three dots stacked vertically. next to the call in the Interactions Menu, then click Add Outbound.

  2. Enter the contact's ID for the channelClosed 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 skillClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge from the drop-down if it appears.

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

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 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 Outcome icon of a check mark inside a circle with a blue border. 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.