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3.
At the end of the call, press End call.
Hold an Agent Call
When you are on a call center call, you can put the caller on hold and return to the call. If the
call is held for a long time, you will hear a reminder tone and a ring splash on the phone screen.
Use the following steps to put a call on hold and resume the call.
1.
Press Hold.
2.
When you are ready to return, select the held call and press Resume.
Set a Disposition Code While on a Call Center Call
You can assign a disposition code to an active customer call or after you set your status to
Wrap-up after a call. Disposition codes are quick labels that you apply to call records to describe
a call. It is an easy way to label calls and keep track of customer contact history so that no
details about the call are missed. (Note: Your administrator must enable your phone to add a
disposition code.)
Use the following steps to set a disposition code while on a call center call.
1.
Press Disp code.
2.
Press Ok.
Trace a Call
You can trace an active call and the last incoming call in any agent status if your administrator
enables your phone to trace calls. To trace a call, press Trace when you're on an active call.
Escalate a Call to a Supervisor
When you need to escalate a call, you can add your supervisor to a conference call with you
and your caller. Your administrator must enable emergency escalation on your phone.
Use the following steps to escalate a call to a supervisor.
1.
From an active call, press Emergency.
2.
In the Emergency Escalation window, click OK. (Note: You can enter the
preferred emergency escalation number, or you can leave it empty if you do not
have any supervisor preference. You will not see any emergency escalation
number.)
Cisco IP Phone 8841/8851 Multiplatform Phones User Guide
Call Center Features
30
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