Selecting Call Actions

The Select Call Action drop-down list box contains all of the options that you have for handling calls. Depending on the status of the agent or the telephone line, certain selections from the drop-down list box are not available.

After you select a call action, two buttons, the Go performs the selected call action.

The following list describes the call actions:

Field or Control	Description
Dial	When you are in Agent Ready or Agent Not Ready mode, you can call another party.
Answer Call	This button appears and flashes when an incoming call is waiting to be answered.
Transfer Mute	Transfers the caller to the desired number without speaking to the intended recipient. A dialog box appears enabling you to enter the extension of the person to whom you want to transfer the caller. Note: In the applet-based solution, this action is not supported on Aspect switches.
Transfer	Transfers the caller to the desired number. You have the opportunity to speak with the recipient before transferring the caller. A dialog box appears enabling you to enter the extension of the person to whom you want to transfer the caller.
Conference	Enables you to add one or more individuals to your call.
Hold	Places the caller on hold.
Retrieve	Takes the caller out of Hold status. This option appears only when the caller is on hold.
Release	Disconnects the caller. This option is available as a selection only after a call is answered.
Change	When an agent status is unknown, the system sets the status to Change so that the user can set the status manually to match the status for the telephone.

Note:

You can transfer to or initiate a conference call with individuals who are not enabled to access PeopleSoft CTI. Their phone rings, but remember that the pop-up window showing customer data does not appear.

In the applet-based solution, the following call actions are available depending on whether you are using a DN or Queue configuration:

Field or Control	Description
Queue	Select from: Log on: Enables the agent to log an extension on to a queue. Ready: Indicates that the agent is ready to receive incoming calls. This option is available when the extension is associated with a queue and the status bar reads Agent Not Ready. Not Ready: Stops incoming calls. This option is available when the extension is associated with a queue and the status bar reads Agent Ready. Log off: Enables the agent to log an extension off a queue. When logged off, the agent is no longer participating in the queue.
DN	This option is available when the extension is not associated with a queue. Ready: Indicates that the agent is ready to receive incoming calls.

Field or Control

Description

Queue

Select from:

Log on: Enables the agent to log an extension on to a queue.

Ready: Indicates that the agent is ready to receive incoming calls. This option is available when the extension is associated with a queue and the status bar reads Agent Not Ready.

Not Ready: Stops incoming calls. This option is available when the extension is associated with a queue and the status bar reads Agent Ready.

Log off: Enables the agent to log an extension off a queue. When logged off, the agent is no longer participating in the queue.

This option is available when the extension is not associated with a queue.

Ready: Indicates that the agent is ready to receive incoming calls.

In the adapter solution, the availability and meaning of the call actions are determined by the third-party CTI vendor. Consult your CTI vendor for details.