CHAPTER 10. RECEIVING AND HANDLING CALLS IN THE CLIENT 10-7
BETA DOCUMENT - PRELIMINARY & CONFIDENTIAL
Note: Call center agents cannot perform this command on an incoming queue
call.
You can listen to a voice message as the caller is leaving it and pick up the call if
needed.
To listen to a voice message as it is being left
1. Select the call while it is ringing or while the caller is leaving a message.
2. Choose Actions > Screen Message.
3. Pick up your phone and listen to the message as it is being left. This is
a one-way connection. The caller cannot hear you.
4. To interrupt the message and take the call, choose Actions > Take Call.
You are connected to the caller.
Using grab-and-hold on the call
Use grab-and-hold when you are momentarily unable to take an incoming call but
intend to speak to the caller soon. Grab-and-hold puts callers on hold without your
talking to them first and plays a special grab-and-hold greeting that you have
recorded. (See “To record a grab-and-hold greeting” in this section.) Callers can
wait on hold or leave a voice message. The Status column shows their choices.
Strata CS supplies you with an initial grab-and-hold greeting that says,
“The
person you are trying to reach is on another call. To hold for your party, remain
on the line. Otherwise, to leave a message, press 1. To end this call, press 2". The
caller can also press 0 to transfer to the Operator, though this option is not
mentioned in the prompt.
You can rerecord this greeting to say, for example, “This is Angela. I am on
another call right now, but if you hold for a moment I will be right with you.” The
options that callers hear with this greeting are contained in a separate prompt that
only your Strata CS system administrator can change.
To use grab-and-hold on a call
Select the incoming call, and choose Actions > Hold.
To record a grab-and-hold greeting
1. Choose Tools > Options. The Options dialog box opens.
2. Click the Incoming Calls tab.
3. Use the audio controls under Play this greeting when an incoming call
is placed on hold
to record a grab-and-hold greeting.
4. When you have recorded your grab-and-hold greeting, click OK.
