Handle Calls in Agent for SCV

Before handling calls in Agent for SCV, make sure to configure your Agent for SCV settings.

Use Voice Controls

These voice controls appear when you're handling an active call in Agent for SCV.

Icon Details
Raise
Icon of a flag.

Raise a flag to ask your supervisor for help. You must indicate why you need help in the Message field. Your supervisor can send notes back.

Hold
Icon of two parallel vertical lines.
Place the contact on hold.
Resume
Icon of a white triangle inside a blue box.
Resume a call you've put on hold.
End Call
Icon of an X.
End the call. Performs the same function as the red End Call button at the bottom.
Mute
Icon of a microphone with a slash through it.
Mute your microphone so that the contact cannot hear you.
Add Caller
Icon of a person with a plus sign in the bottom right.

Open the address book to search for skills or other agents who are logged in. Hover over any item in the list and click Call to add another user to your call. You can also click Keypad Icon of nine squares. and dial a phone number to add to your call.

The Address Book in Agent for SCV, with a search box and a list of agents and skills.
Merge
Icon of two lines converging into one.
If you have an active call and a call on hold, you can combine the two calls together to make a conference call.
Swap
Icon of two arrows, one pointing up and one pointing down.
If you have an active call and a call on hold, you can switch between the two.

Blind Transfer

Icon of phone with arrow coming out.

Transfer the call. You are not placed in a conference; the call is directly transferred to the other party.
Keypad
Icon of nine squares.
Open a keypad to enter a phone number.

End Call
A red bar with the icon of a phone with a line through it and the words End Call

End the voice interaction. Indicated by the red button at the bottom. Performs the same action as End Call Icon of an X..

Some of these call controls may not be visible to you, depending on how your administrator has configured Agent for SCV.

Make Outbound Calls

When placing an outbound call, you can search for people in the Phone Book Icon of a person. by name or use the keypad to enter a phone number to dial.

Before making outbound calls, set your default outbound phone skill.

  1. Launch Agent for SCV and sign in.

  2. Make sure you are in an online or busy stateClosed The availability status of an agent.

  3. Use the keypad to enter a phone number or click Phone Book Icon of a person.. In search bar in the Phone Book, enter the name of the contactClosed The person interacting with an agent, IVR, or bot in your contact center. you want to call. You can use the drop-down to the left of the search bar to switch between phone books. Click the contact's name in the search results.

  4. Click Call.

Consult and Conference Calls

You can conference with other parties, such as other agents, to resolve a contactClosed The person interacting with an agent, IVR, or bot in your contact center.'s issue.

  1. While handling a call in SCV, click Add Caller Icon of a person with a plus sign in the bottom right..

  2. In the address book that appears, search for an agent or skillClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge. You can also click Keypad Icon of nine squares. and enter a phone number to dial. Click Call.

  3. You are placed in a consult with the new party. The original party is put on hold. From here, you can:

    • Click Merge Icon of two lines converging into one. to combine the calls into a conference.

    • Click Swap Icon of two arrows, one pointing up and one pointing down. to place the new party on hold and resume your call with the original party.

    • Click End Call Icon of an X. next to a party to hang up on them individually.

    • Click Leave Call to leave the conference.

Transfer Calls

You can blind transfer a call to another party, such as another agent. You are not placed in a conference; the call is directly transferred to the other party. It is removed from your agent console.

  1. While handling a call in SCV, click Blind Transfer Icon of phone with arrow coming out..

  2. In the address book that appears, search for an agent or skillClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge. Select an agent or skill, then click Transfer. You can also click Keypad Icon of nine squares. and enter a phone number to dial, then click Call.

  3. If required, assign a disposition to your part of the call.

Create Tasks

When you're on an active call in Agent for SCV, a voice call (VC) record with information about the contactClosed The person interacting with an agent, IVR, or bot in your contact center. appears in Salesforce. In this VC record, you can edit the contact's information, see information about any past interactions, and create tasks.

  1. In Salesforce, open the voice call record. It is a tab beginning with VC, followed by a string of numbers.

  2. Scroll down to the Activity field and click Edit Activity Icon of a pencil..

  3. Click + New Task.

  4. In the New Task pop-up, complete the Task Information form. The required fields are Assigned To, Status, Subject, and Priority.

  5. Click Save.

View Indicators

When you're on an active call in Agent for SCV, you can view indicators: custom menu items configured by your administrator.

  1. While handling a call in SCV, click More at the bottom.

  2. Click the Indicator tab.

Assign Dispositions to Calls

When you're on an active call in Agent for SCV, you can assign a dispositionClosed Result assigned by the agent or system at the end of a voice (disposition) or digital (status) interaction. to indicate the result of the call. For example, if you answered a contact's question, you could mark the call as Resolved. You can also add tags and notes. Adding tags associates the call with Salesforce records.

  1. While handling a call in SCV, click More at the bottom.

  2. On the Disposition tab, select a Disposition from the drop-down.

  3. Select the tags you want to assign to the call from the Tags drop-down.

  4. If you want, enter Disposition Notes.

  5. Click Save.

Access Call Recordings

All calls in Agent for SCV are automatically recorded. You can access the recording once the call ends.

  1. Open the call's Voice Call record in Salesforce.

  2. Refresh the record.

  3. Click the URL in the Call Recording URL field. The recording opens in a new tab.