Test your knowledge of Module 8: inContact Phone System. Good luck!
10 secs
15 secs
40 secs
1 min
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Green and off the hook
Flashing red and on the receiver
Blue and on the receiver
Black
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Go into unavailable
Enter case notes
Choose a disposition code
Go into personal
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True
False
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Unavailable
Approved Project
Personal
Break
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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.
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Log into Unavailable
Disconnect your Agent Leg
Log into After Call Work
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True
False
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Transfer the call to Help Line
Transfer the call into Fraud skills group
Dial the Fraud 1-800 number and transfer the call
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Softphone
Agent phone
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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
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True
False
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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
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Fraud
Help Line
Spanish
English
Carrier
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