Handle Incoming Calls

When an incoming call is detected, the notification process involves multiple stages.

1. Receive incoming call notification.

   You (the agent) are notified of an incoming call through a toolbar notification, and if configured, through a notification message box. If you're on a window other than the Oracle applications window, a toast notification is also sent to you.

2. Accept the call.

   When you accept the call, you can use call controls to put a call on hold, end a call, or transfer the call to another agent. After you accept a call, if the phone number of the incoming call is registered or if the details provided through the IVR are recorded in the database, basic customer details are displayed in the Contact Verification page.

3. Click Verify and Continue.

   If customer-provided details match the details on the Contact Verification page, you click Verify and Continue.

   If the customer details don't match, click Search Again. In the Contact Search page, search for a contact or create a new contact if the record doesn't exist. For more information, see "Searching for a Contact: Procedure". After you select a new record, the Contact Verification page displays the new record. Verify the record.

4. Add or modify details on the screen pop page.

   After the record is verified, the screen pop page displays details of the customer in a top-level dynamic tab with supporting nested dynamic tabs. You can add or modify details here. The business objects supported by nested tabs for Live Window are accounts, contacts, assets, and work orders.

5. Enter call resolution on the Wrap Up page.

   After the call ends, the Wrap Up page is displayed, if enabled. Enter the call resolution details on the page, and click Save and Close. If the wrap-up is timed, you must wrap up before the specified time limit. If the time runs out, you can add wrap-up details in the interaction history.

All incoming and outgoing calls are recorded in the interaction history of the customer record.