Call Handling

Outbound Calls

To initiate an outbound call, select a contact in the search or contact group panel. To initiate a PSTN call, enter the number in the search field. A contact with the normalized number will appear in the search panel.

If a contact card does not appear after entering a PSTN number in the search field, the number normalization rules are likely incorrect. See Normalization Rules

Incoming Calls

Incoming Teams calls will appear at the top of the calls panel. Multiple incoming calls will appear in a list. Each incoming call will show the caller ID with an accept and decline button.

Current Calls

If a call is accepted, the call will appear in the center of the calls panel. The caller ID, status of the call and call timer will be shown along with the call handling options below:

Mute/Unmute

This button will mute or unmute the agent's audio.

Hold

This button will place the call on hold. The call will move to the handled calls area. See Handled Calls

Dial Pad

This button will open the dial pad. This dial pad can be used to send DTMF tones while on a call.

Blind Transfer

This button will place the call in blind transfer mode. This option will transfer the call and if the transfer recipient does not answer, the call will be sent to voicemail or follow forwarding rules.

To perform a blind transfer, select the blind transfer button and select a contact in the search or contact group panel and the call will be transferred.

A call can be transferred to a PSTN number by entering the number in the contact search box. A contact with the number will appear in the contact search results panel.

Transfer to Voicemail

To transfer a call directly to a user's voicemail, select the blind transfer button and select the voicemail option on the transfer destination contact. Transfer to voicemail is only available for internal contacts. Also note that a contact's voicemail cannot be called directly.

Safe Transfer

This button will place the call in safe transfer mode. This option will transfer the call and if the transfer recipient does not answer, the call will be redirected back to the agent on hold.

Note: Safe transfers to a PSTN number will fail because the system is not aware when a third-party voicemail service answers the call.

To perform a safe transfer, select the safe transfer button and select a contact in the search or contact group panel and the call will be transferred.

Consult Transfer

This button will place the call in consult transfer mode. This option will allow the agent to consult with the transfer recipient before transferring the call.

To perform a consult transfer, click the 'Consult Transfer' button and choose the recipient from the search or contact group panel. This action will place the caller on hold and initiate a call to the transfer recipient. When you're ready to complete the transfer, click either the large Transfer button or the Consult Transfer button on the current call. The agent will then be disconnected, and the caller will be transferred to the recipient.

When two calls are placed in consult transfer mode, the transfer will initiate and the two calls will be connected.

Chat Consult Transfer

The Landis Attendant Console bot is required to be installed for chat consult transfer to function. See Enable Chat Consult Transfer

This button will place the call in chat consult transfer mode. This option will allow the agent to send an adaptive card to the transfer recipient that will give them the option to accept, reject, or send the call to voicemail.

To perform a chat consult transfer, select the chat consult transfer button and select the transfer recipient contact in the search or contact group panel. This will put the caller on hold and send the transfer recipient an adaptive card. When the transfer recipient selects an option on the adaptive card, the status of the call will update on the calls panel. The transfer can be completed from the status area.

Recommended: If "Enable Automatic Transfer from Hold" (Settings | Transfer tab) is enabled, the call transfer will automatically be initiated if the transfer recipient selects Accept or Send to Voicemail.

Add Participant

This button will place the call in add participant mode. This option will allow the agent to add a contact to the call creating a conference call.

To add a participant to a call, select the add participant button and select a contact in the search or contact group panel. The contact will then be added to the existing call to form a conference.

Disconnect

This button will disconnect the call.

A Transfer mode can be changed if selected incorrectly. Just select the correct transfer mode button. To remove a transfer mode from a call, select the transfer mode button again.

Handled Calls

Calls that are placed on hold, are in the process of transferring, or have failed to transfer appear in a list on the bottom of the calls panel. Each call will show the caller ID, call timer, and current status. If a transfer mode has been selected for the call, the transfer type icon will appear on the call.

Calls on hold or that have failed to transfer can be retrieved by selecting the answer button. They can also be disconnected by selecting the more button and disconnect.

Calls can be transferred directly while on hold by selecting the more button and selecting a transfer mode. If an incorrect transfer mode has been selected, it can be changed from this menu. After the call has been placed in a transfer mode, select a contact in the search or contact group panel and the call will be transferred.

A call on hold can be transferred to a current call by selecting the more button | Transfer to Current Call.

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