Using the Agent Phone Pad

Using the Agent Phone Pad

On the agent side, the phone pad should be used to:
  • Make IVR selections (When calling into an IVR)
  • Entering extension numbers for outbound or manual call
  • To place a customer on hold


To expand the phone pad: Simply click the arrow shown, then click on the "Phone Pad" button.





It is important to note that if you need to enter an extension number or a phone number, you should do type the phone number or extension into the text box and then click send (this includes # or *). If you need to just enter one digit, then just click on the appropriate number on the phone pad itself (For example, if you need to press 1 for sales or 2 for support).




In addition to being able to send DTMF tones, the phone pad will allow you to put customers on hold. When a customer is put on hold, the hold music your administrator has configured will be played back to the customer. 
To put a customer on hold, simply click the "Hold" button. To take the customer off of hold, click on the "Off-Hold" button.



If creating a separate recording for a specific section during a call is needed, you can do so by using the record button (this will not stop or start the master recording, this will create an additional recording). You can also pause the recording snippet and resume it by clicking the pause or play icons appropriately.





Finally, if you wish to adjust your microphone and speaker levels, you can do so by expanding the phone pad settings section. From there, you can also mute both microphone and speaker by clicking their appropriate icons.


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