📄️ Getting Started
Introduction
📄️ Browser App Shortcuts
Introduction
📄️ Voice Calls
Inbound Calls
📄️ Voice CallBacks
Introduction
📄️ Chat
If your instance has webchat enabled as a customer contact channel, this guide provides information on how to handle these as inbound interactions.
📄️ Email
If your instance is enabled with the Email channel, you may receive interactions from customers via Email.
📄️ Agent Tasks
If your instance of has tasks enabled, you may receive Tasks as an inbound interaction, either from customers or some internal workflow.
📄️ Outbound SMS
Sending Outbound SMS
📄️ Transferring Non-Voice Interactions
This page describes how to transfer all non-voice interactions - for example Chats, Tasks and Emails.
📄️ After Call Work (ACW) and Wrap Codes
If configured in your instance, wrap codes and notes can be entered either during an active call, or after the call has ended. In addition, automatic call summaries (if enabled) can be used after a call is completed to generate summary of the call transcription.
📄️ Templates
Templates can be used in certain interaction types to pre-fill responses to customers.
📄️ Reporting & Dashboards
Reports are available within the softphone as an Enterprise feature "Insights". If enabled in your instance, this page provides an overview.
🗃️ CRM Integrations
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📄️ Enhanced 911 (E911)
In the event of an emergency, dial 911 from the dialpad.