Responding to voice interactions

Last Updated : Oct 06, 2023 |

About this task

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.

Procedure

  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 add a disposition code to the interaction or send an email.