Call Control – Supervisor – Enhanced Call Center Reporting

1.

Call Control

You can perform call control actions from within certain real-time reports. Call controls can be accessed at your assigned endpoint location or for the device location represented by a particular report row.

Left-clicking a row in the reporting content of certain types of reports displays the pop-up call control menu. The call control menu can be used to perform context-sensitive actions on the call, device, ACD agent, and telephone number represented by the corresponding report row item.

Note: Certain items on the call control menu may not be available depending on the capabilities of your telephone system or how your administrator has set up your account.

The call control menu is supported for reports using the following styles:

• Active Call List - Supported when the report is run for the "Real-Time" report duration.
• Unreturned Lost Calls - Supported when run for any report duration type.
• Extension List - Supported for the "Real-Time" report duration only.
• ACD Agent List - Supported for the "Real-Time" report duration only.

To access call controls:

1. Click on an applicable report to open it.
2. Left-click on a specific user.

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The call control menu appears with the following options:

• Make a Call - Place a new call from your extension to a location that you specify.
  If an active call is currently at your associated device, then the option will display as the "Inquiry Transfer To..." variant and when successfully performed, will automatically place the corresponding call on hold and immediately attempt to make a new call to the specified target location. The new location is specified in the Telephone Number Destination window, which is subsequently displayed after the item is clicked. Enter the dialing location for the new call you wish to make, or choose an existing internal device location from the drop-down list.
• Call Details - This option is only displayed for Active Call / Contact List & Unreturned Lost Calls / Contacts reports, as well as for real-time ACD Agent List & Extension List reports. It opens the call item details window and shows detailed information stored by the application for the designated call item. The call item details window also allows you to playback audio recordings for previous call segments of the corresponding call, if the audio recording playback integration feature is enabled for your particular telephony environment.
• Complete Transfer - Completes a previously initiated inquiry transfer operation to the specified target device. This menu item is only shown enabled when your associated device has a call on hold, as well as an outbound call that was made to the same device corresponding to the report row that was originally clicked to show the call control menu. If successful, the held call is transferred to the target extension originally called.
• Pickup This Call - Invokes the telephone system's Directed Call Pickup feature to move the designated alerting call to your extension and also automatically answer it, which occurs in a single step.
• Steal This Call - Attempts to move the corresponding call or the call currently alerting/answered at the device depicted by the corresponding report row item, to your extension. If successful, the operation moves the target call so that it alerts your associated extension.

  Note: Users are only permitted to steal alerting calls - the menu item is disabled for answered calls.

• Send Call To - Attempts to move the corresponding call or the call currently queueing/alerting/answered at the device depicted by the corresponding report row item, to a new location that you specify. The new location is specified in the Telephone Number Destination window, which is displayed after the item is clicked. Enter the dialing location for the new device you want to send the call to, or choose an existing internal device location from the drop-down list.
• Set DND On/Off - Toggles on/off the corresponding device's do-not-disturb (DND) feature, where the menu item's caption automatically changes according to the device's current DND state. On most telephone systems, turning on a device's DND feature makes that device unavailable to receive calls, and turning DND off makes that device available for inbound calls.

  Note: Even when an extension's DND feature is specifically turned off, the device may still not be able to receive inbound calls due to some other activated phone feature/state such as forwarding, find-me, ACD Not-Available, etc.

• Monitor - Displays the call monitor sub-menu.
  • Silent Monitor - Invokes silent monitoring from your extension of the corresponding call or the call currently answered at the target device
  • Forced Intrude - Invokes full participation of your extension in the corresponding call or the call currently answered at the target device.
• Agent Sign-in/Out - These call control items aren’t supported on the Webex Calling platform, where the associated menu item is automatically hidden.
• Sign In - Displays the "Set ACD Status" window for the device represented by the corresponding report row item. The "ACD Operation" setting shown in the displayed window is automatically set to perform a new ACD agent sign-in.
• Sign Out - This item is only enabled when the corresponding report row item represents a device that has already signed in as an ACD agent. The call control action displays the "Set ACD Status" window and defaults its settings so that the corresponding ACD agent is signed out when the OK button is clicked. You can also set the specific ACD group to be signed out of if supported by your telephone system.
• Set Status - Set the ACD status for the selected agent. Choose from: Available, Wrap-up, or Not Available. If selecting Not Available, choose a reason from the list.
• Set Account Code - Set an account code for this call.
• Advanced - Shows Advanced options for the agent. You can answer a call or clear a call.

2.

Your Endpoint Location

If your administrator has configured your account to be associated with an appropriate endpoint location where you usually make & receive calls, you can use the call control buttons on the Report Toolbar to perform various actions such as placing calls, answering calls, and holding them. Some call controls may be grayed out or unavailable, depending on your current state or whether your administrator has enabled them.

Note: Call control toolbar buttons are only displayed for reports configured with the Real-Time report duration option.

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