Using a voice interaction card

Last Updated : Oct 22, 2024 |

About this task

You can accept and start working on the voice interaction from the Avaya Workspaces user interface.

Before you begin

  • If you want to be simultaneously ready on the hybrid voice and digital channels, ensure that you Go Ready on All Channels.

  • If you are logged into only the digital channel:

    • Ensure that you Go Ready on voice.

    • Ensure that you Go Not Ready on digital with the Not Ready reason code set to Work on Voice.

Procedure

  1. When a voice interaction is alerting, click the Accept Voice Interaction icon to accept the interaction.

    The Avaya Workspaces displays the Customer Details and Interaction Details widgets.

  2. Optional To complete the customer interaction, you can use any of the following options from the navigation pane:

    • the Customer Information icon: To view information about the customer.

    • the Customer Journey icon: To view the customer journey.

    • the Transfer icon: To transfer the interaction to a target user or an external number.

    • the Pop-out icon: To access an external website configured for a Screenpop.

      Avaya Workspaces displays those screenpops configured in the administration interface. Avaya Workspaces displays screenpops differently depending on settings configured in the administration interface.

      If the administrator enables the appropriate configuration in the administration interface, after accepting the interaction, the Screenpop widget does one of the following:

      • Opens a new browser window with the configured external website.

      • Displays the Screenpop widget and then opens any external screenpops that are configured.

  3. Optional To enter DTMF key inputs for IVR or voicemail, click the DTMF icon.
  4. Optional To mute the audio input, click the Mute Microphone icon. To resume the audio input, click the Unmute Microphone icon.
  5. Optional To put the interaction on hold, click the Hold icon.
  6. Optional To resume the interaction, click the Unhold icon.
  7. Optional Click the Three Dots icon.

    Avaya Workspaces displays the Work Codes and Interaction Details menus. Call Management System (CMS) uses CWC to track calls based on the defined code.

  8. Optional Click the Work Codes menu and click a work code.

    You can set a work code for every interaction while the interaction is active.

    Avaya Workspaces displays those work codes configured in the administration interface.

  9. Click the End Interaction icon to end the call.
Related information
Voice
Using Voice Interactions and Viewing Interaction Details
Handling Multiple Digital Interactions and Agent RONA
Accessing Customer Journey
Using the Basic Screenpop Widget