As well as allowing you to make calls, Talk can also let you accept inbound calls, or offered calls from a robot dialer, assuming your Admin has set up those options. To be able to accept either type of calls, you must mark yourself ready.
Switching on Inbound and robot calls
To start receiving inbound or robot calls:
- Click the green Start button.
When inbound and robot calls are active, you will see a timer for how long you have had inbound calls switched on. If you use call robots, you will also see the notification Robot calling is activated.
Previously, switching on robot and inbound calls in Talk used a toggle switch.
Choosing which queues to serve
To the left of the Start/Stop button you can see how many queues you are currently serving. If you want to see which queues they are:
- Click the Check available queues link.
This will show you a list of queue groups and queues they are are currently serving. If you Admin has enabled it, you may be able to select/deselect queues to opt in or out of serving them.
- Click to untick the queues or queue group you want to opt out of. (If there are no check boxes, you are not able to change the selection).
- Click the Back button to return to the main screen.
Auto answer for robot calls
If you do use call robots, an important change to note is that, if you have toggled inbound and robot calls on, calls from robots will now be answered automatically, without input from the agent.
This brings Talk's behaviour in line with that of the Outbound interface.
Auto answering other calls
Optionally, calls directed to you from queues, or calls that directly dial your number, can also be set to auto answer.
- Click to tick the checkbox for Auto answer queue calls to answer calls coming from an inbound queue automatically.
- Click to tick the checkbox for Auto answer direct inbound calls to answer calls that were direct to you automatically.