Accepting New Customer Service Requests

      1. Incoming customer calls are displayed in the agent console's top left corner or on top of all the current open applications. You can see the incoming number as well as the contact information from the CRM along with the preview of the most recent three open inquiries or tickets if any. Click the green phone icon to connect to the customer and display the conversation in the Active section. Click the red phone icon to dismiss the call.

  1. If an agent disconnects a call, it will continue to ring on other agents’ consoles, waiting to be answered.
    If only one agent is available and the agent disconnects the call, the call is terminated.
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