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Using Contact Center PhoneSet Manager and Contact Center Softphone 361
Customizing the soft phone
You can enhance productivity by configuring the following time-saving options in the soft phone:
• Toolbar customization
• Sounds and notifications
• Call forward destinations
• Speed dial contacts
• Shortcut keys
• Pre-announcement messages
Hold places the current call on hold
Leave a
message
leaves a message waiting notification on an employee’s extension
Mute if you have Contact Center Softphone, disables your microphone so
you can consult privately with another employee while on a call
Request help calls an employee who can click Answer and listen to an in-progress
call without the caller knowing
Retrieve picks up a call that is held or camped on to your extension
Speed dial enables you to make a call to a specified number with one mouse click
Split disconnects one person from a conference call
Swap swaps between the current and the held party
Transfer forwards an in-progress call to another answer point
Transfer/
Conference
places a caller on hold and makes a consultation call
Volume if you have Contact Center Softphone, adjusts the volume of your
speakers and/or microphone
Call Notes enables you to view the notes associated with the current call and add
notes
Table 14-3 Agent actions