Talkdesk Workspace: Call Controls
Talkdesk Workspace Call Controls
To access your calls, calls queued, and sms you will have to select the conversations icon pictured in the purple circle below.
Once in Conversations, you will be able to select the type of communication you want to make: voice, sms, or email.
The voice option is set by default and you will see the dial pad to the right when you go into conversations. By clicking the '+ new conversation' icon you will be able to select what type of interaction you wish to have.
The initial screen when opening Conversations will display the Dial Pad [1].
From here, you will be able to:
- Choose the Outbound Caller ID [2] to perform the call (if this option is enabled by a Team Manager or Administrator).
- Choose a country code [3]. To learn more about this option, please read the Default Prefix article (Note: This article mentions Callbar but is also applicable to Conversations.).
- Type in a phone number manually or copy/paste it to the field [4]. While dialing, you can see the information on the customer's name and/or number, as well as the number being used to perform the outbound call.
- Initiate a call to an external number by hitting the Call [5] button.
- Perform a call to another agent, by using the Call an Agent button [6].
Conversation can be assigned to you and will appear in your Queue.
Once on a call, Talkdesk allows you to transfer calls to other agents, ring groups, and external phones. There are two types of transfer available: blind and warm. Blind transfers the client to the next agent right away and warm you are able to speak to the next aent before transfering the client (the Consultation option is equivalent to a warm transfer).
Call conferencing allows you to add guests to a call. A guest can be another counselor or a manager. In the keypad, you can select the add guest button. When selected you will see a menu to your right with a list of agents and their status if they are available to be added to the call.
On a call in Conversations, you will still have the option to mute and hold calls.
Every time a caller is placed on hold, an "On hold" timer is displayed at the top of the page. Agents can thus see how much time has passed since they’ve placed the customer on hold.
