Receive an incoming call
- Anne Vu: Insurance-VN
Table of Contents
Prerequisites
Please make sure that you are connected to a queue and an active phone line and change your status to Available. See Call Center | Be ready to receive calls or make outgoing calls
Receive an incoming call
When customers dial in your call center’s phone line (see Phone Lines), they will hear a voice recording to instruct them to press which key number so that their call can be rerouted to the corresponding department (see Phone IVR). Depending on your queue’s Routing strategy (see Phone Queues), you might receive the call.
The call popup will be displayed when system routes the call to you. The information and functions on call popup will be varied correspondingly to the status of the call.
When you first see there is an incoming call reaching you:
If you accept the call by clicking Call button 
During the conversation with customer, you can add a note by clicking on Notes button 
After the customer or you hangs up the call by clicking Hang up button 
If Enable/Disable Call Recording For Incoming Calls setting is enabled (see Telephony Settings | General Settings), your call with customer will be recorded and it can be heard again or downloaded in the Call Log (see Call Log). Only authorized users can access to the recordings.
Related content
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