State of Wisconsin Department of Health Services

Release 23-03 November 10, 2023

3.4 Voice Interaction Window

(Video instructions available: Voice Interaction Window)

The Voice Interaction window opens during a call. It contains an Interaction Bar for call functions and the “Case Information” section for call information and disposition codes (if your agency uses them).

Interaction Bar

The Interaction Bar is displayed under the Connect View and Monitor View tabs.

Here, agents can:

Button		Function
Phone Number		View the phone number of the caller.
Hang up		End current call.
Hold		Put call on hold (See 5.3 Placing a Call on Hold).
Keypad		Enter a number as a call prompt. For example, "Press 1 for more options."
Transfer		Transfer the call (See 5.4 Transferring a Call).
Conference		Conference-in another person, agent, or queue (See 5.4.2 Instant Conference).
Consultation		Speak with another person, agent, or queue privately while putting the caller on hold (See 5.4.3 Consult Call).

Case Information

The Case Information section displays call information for inbound and outbound calls.

Information displayed for inbound and outbound calls includes:

Inbound Calls	Outbound Calls
Origin Caller ID ConnectionID Dialed Number Language used on calls in this queue Disposition codes	Origin Disposition codes

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Publication Number: P-03208