Answering a Call

After you have signed in to PeopleSoft CTI, you can receive calls. For each incoming ACD call to your extension, the telephone extension icon turns red. After you have accepted a call, the system does not send you more incoming calls until you have completed the current call.

To answer a call:

1. Select the radio button to the left of the telephone icon that has turned red.

   The Answer option is automatically selected as the current option in the drop-down list box when an incoming call arrives.

2. Click Go.

   The pop-up browser launches with the appropriate PeopleSoft transaction page displayed. The system determines which page to display based on caller information sent by the CTI middleware.

   After you have answered a call, you enter the not available status.

If an agent erroneously cancels a call instead of clicking Go when accepting an incoming call, the agent can recover the call by:

1. Selecting a call option.

2. Selecting the line that is receiving the incoming call.

Note:

If CTI screen pop-ups are configured, the CTI console attaches a CTI miniconsole to the screen pop-up page. This miniconsole takes a few seconds to initialize before it can be used.

In the Javascript console, you can configure whether the miniconsole appears.