Using the Search feature to make a call

Last Updated : Oct 13, 2023 |

About this task

Use the Search feature to find a service, agent, or supervisor. With Avaya Experience Platform™ (On-Prem + Connect), the search options vary for hybrid voice and digital interactions. For example, the available search categories for digital interactions are Services and Users, but you see different directory options and categories for hybrid voice. This procedure describes the search options you can use to make a call with hybrid voice, which leverages the Avaya Experience Platform™ On-Prem infrastructure.

If you answer an incoming call while on a call with a customer, the customer call is put on hold.

Procedure

  1. From the top menu bar in Avaya Workspaces for CRM, click the Search icon.

    You can perform a search or use the dialpad.

  2. Optional Do one of the following to search for a person or service:

    • In the Search field, start typing a name or phone number. For example, type bar to display names such as Barbara Jones, Joe Bartlett, and Finbar Smith.

    • Click one of the available search categories to expand it. The available hybrid voice categories include the following:

      Category

      Description

      Team

      Only available for supervisors.

      Salesforce Directory

      The CRM directory for your organization.

      Enterprise Directory

      Based on the configuration in Avaya Aura® Device Services. An administrator must configure and manage Avaya Aura® Device Services.

      Contact Center Users

      Contact Center Services

      Phone Extensions
  3. After finding the appropriate person or service, click the Call icon to make a call.
  4. Optional To use the dialpad, do the following:
    1. Click Open Dialpad and then enter a phone number.

      For an internal call, you can enter the extension or agent ID.

    2. Click Call icon in the dialpad to call the number.