4.1.1 Go On Queue
To receive calls, you must be on queue. If not on queue, click the toggle in the top right corner or click the Go On Queue button on the left side in the Conversations pane.
Off queue:
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On queue:
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4.1.1.1 Notification of Call
Incoming call notifications display at the top of the content viewer. If the interactions pane is open, the display is on the left side of the content viewer and includes information about the call including CallerID, queue, and interaction ID.
Use your phone to answer the call. Do not click Answer on the notification.
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If using a WebRTC phone click Answer in the conversations pane or on the popup notification.
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4.1.1.2 Ending a Call
Click the end call button to end the call. Ending a call looks the same if using a WebRTC phone.
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The after call activities timer starts when the call ends. Note that users may need to enter a wrap-up code after they end a call if their IM agency requires it. After completing any after call work, click Done in the bottom right corner of the desktop to stop the after call timer and return to on queue to receive additional calls.
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| Note | If you do not click Done following a call or listening to a voicemail, the after call timer continues to run. |
To end a call for an internal call, click the end call button.
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This page last updated in Release Number: 25-01
Release Date:04/09/2025
Effective Date: 04/09/2025