Interaction State

The interaction tab is shown only when there’s an active interaction (nothing is shown in the no call state). When an inbound interaction arrives (call offering state) a popover window appears, showing the caller's identification (photo, name and number – when available in the address book) and an Answer button. To answer the call, click Answer.

When an outbound call is initiated via the address book, the call inviting window appears. This control also shows the identification of the person being called and allows you to cancel the call at any time:

When the interaction state changes to call connected, either because you or the remote party accepted the call, the interaction control becomes visible.

  • Start Recording  / Stop Recording , Shelve Interaction , DTMF dial pad
  • Collapse / Expand 

  • State and time
    telephony state values - in conversation; on hold; in conference
    email state values - reading; replying
    times - in conversation: cumulative; on hold: individual; in conference: individual; reading : cumulative; replying: individual

  • Caller identification
  • Hangup, Hold.

If you click , the call is held and the button changes to Retrieve. Click Retrieve to go back to the call.

 

If you extend (in audio or video) the call, the interaction control will show two lines: one with the remote party (on hold), and another that identifies the connected party.
In the on hold line, you are able to request a transfer, alternate or conference.

 

If the interaction goes to the conference state, then both parties are grouped in a single line.

 

The interaction tab is shown only when there’s an active interaction (nothing is shown in the no interaction state). When an interaction starts (call offering state) the interaction tab appears, on the sidebar, showing the caller's identification (photo, name and number – when available in the address book), the Service name and an Answer button. To answer the call, click Answer

Call_notification_screen.png

 

If an agent places OneAgentWeb interface in the background and receives an interaction, the tab will blink warning the agent:

200w_d.gif

 

When the interaction state changes to call connected, either because you or the remote party accepted the call, the interaction control becomes visible.

  • Start Recording  / Stop Recording , Shelve Interaction , DTMF dial pad
  • Collapse / Expand 

  • State and time
    telephony state values - in conversation; on hold; in conference
    email state values - reading; replying
    times - in conversation: cumulative; on hold: individual; in conference: individual; reading : cumulative; replying: individual

  • Caller identification
  • Hangup, Hold.

If you click , the call is held and the button changes to Retrieve. Click Retrieve to go back to the call.

 

If you extend (in audio or video) the call, the interaction control will show two lines: one with the remote party (on hold), and another that identifies the connected party.
In the on hold line, you are able to request a transfer, alternate or conference.

 

If the interaction goes to the conference state, then both parties are grouped in a single line.

 

The interaction tab is shown only when there’s an active interaction (nothing is shown in the no interaction state). When an interaction starts (call offering state) the interaction tab appears, on the sidebar, showing the caller's identification (photo, name and number – when available in the address book), the Service name and an Answer button. To answer the call, click Answer

Call_notification_screen.png

 

If an agent places OneAgentWeb interface in the background and receives an interaction, the tab will blink warning the agent:

200w_d.gif

 

When the interaction state changes to call connected, either because you or the remote party accepted the call, the interaction control becomes visible.

  • Start Recording  / Stop Recording , Shelve Interaction , DTMF dial pad
  • Collapse / Expand 
  • State and time
    telephony state values - in conversation; on hold; in conference
    email state values - reading; replying
    times - in conversation: cumulative; on hold: individual; in conference: individual; reading : cumulative; replying: individual
  • Caller identification (name and email, if the client has information saved and telephone number).
    Note: If the number dialed has an audio prefix (e.g, country code) the displayed number is the number dialed, without the prefix.
  • Hangup, Hold.

If you click , the call is held and the button changes to Retrieve. Click Retrieve to go back to the call.

 

If you extend (in audio or video) the call, the interaction control will show two lines: one with the remote party (on hold), and another that identifies the connected party.
In the on hold line, you are able to request a transfer, alternate or conference.

 

If the interaction goes to the conference state, then both parties are grouped in a single line.