Making a call with Talk

Manual calls

To use Talk to place a call manually:

1. Type the required number in the Phone number
2. Click the green Call button.

Note that depending on you local installation, you may see a drop-down list for Project above the Phone number field.

Using the keypad

The keypad in Talk can be used to type a number to call when manually calling, or to navigate menu systems when you are making a call. To use the keypad:

1. Click the button in Talk to show the keypad.
2. Click the keypad buttons as required.

3. Click the button to hide the keypad again.

Using the Phonebook

If you have a locally created phonebook, you can use that to place calls.

1. Click Phonebook at the top of the application.

2. Click the category that contains the person you wish to call.
3. Click to select the person you wish to call.
4. Click the green Call button.

During the call

Depending on the options enabled by your Admin, you may see options for recording the call, or writing comments.

Call recording

To start call recording:

1. Click the Start recording button.

You can record just the agent side of the call, or both the agent and contact.

2. Click the to start or stop recording the customer side of the call.
3. Click the button if you need to mute/unmute your microphone.
4. Click the button if you need to put the call on hold, click it again to take the call off hold.
5. Click the button to stop recording.

Call comment

To make a comment on the call:

1. Type your comment in the Call comment field.

The comment will be saved automatically at the end of the call. To delete the comment before the call ends, click the X in the bottom left of the comment field.

Ending the call

Once you have completed your call:

1. Click the red Hang up button
2. You will be prompted to Select an outcome.
3. Click to choose the appropriate option.

Note that the list of available call ending reasons will vary depending on local setup.

4. Click the button.