Responding to voice interactions

Last Updated : Oct 06, 2023 |
Prolog information
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Voice interactions are telephone calls from customers. This procedure summarizes the actions you can perform during a voice interaction. When you transfer or end the interaction, Avaya Workspaces for CRM closes it and places you in the Ready state.
Before you begin
Accept a voice interaction.
  1. Begin speaking to communicate with the customer.
  2. Do one of the following:
    • Click the DTMF icon to enter DTMF digits.
    • Click the Hold icon to place the caller on hold.
    • Click the Transfer icon to transfer the interaction to another service, agent, or telephone number.
    • Click the End Call icon to end the interaction.
    • Click the Three Dots icon to access more options. For example, you can select work codes to summarize the voice interaction.