Test your knowledge of Module 8: inContact Phone System. Good luck!
Transfer the call to Help Line
Transfer the call into Fraud skills group
Dial the Fraud 1-800 number and transfer the call
Sending a report to your supervisor so they may come and fix your phone issue
Giving your opinion about a caller/customer
Sending a report to inContact about phone issues
End the connection on your Softphone by clicking the red End button (for at-home agents, hang up the receiver).
Close the Agent Phone using the Exit icon (looks like a power button)
Close the Softphone by clicking exit (for at-home agents, hang up the receiver)
Just log into unavailable
Log into Unavailable
Disconnect your Agent Leg
Log into After Call Work
Bring up dial pad, dial 262-901-2000, place caller on hold, enter supervisor's extention, click transfer immediately.
You can only transfer calls to a skill, not a particular person.
Place caller on hold, bring up dial pad, dial 262-901-2000 on the agent phone and enter the supervisor's extention on the Softphone, explain situation to supervisor, click transfer button
You cannot transfer any calls, let the customer know a supervisor will call them back.
Go into unavailable
Enter case notes
Choose a disposition code
Go into personal
After call work
Green and off the hook
Flashing red and on the receiver
Blue and on the receiver