Making internal extension calls

Last Updated : May 25, 2023 |

About this task

You can make internal calls to other agents and supervisors. For example, you can call an agent from the Finance department for finance-related customer queries. While on a call with a customer, you can receive internal extension calls. You can put the customer call on hold and answer the internal extension call or stay on the customer call and cancel the internal extension call request. If you ignore the internal extension call, you can later find the call details in the missed calls or call history.

Before you begin

Ensure that you are logged in to your CRM and activated Avaya Workspaces for CRM.

Procedure

On Avaya Workspaces for CRM, at the top of the widget, click .
Do one of the following:
- In the Search field, type the phone number and click .
- Open the dial pad, dial the phone number, and click .
- Click CRM Directory, find the contact in the list, and click next to the name of the agent or the supervisor.
  
  The CRM Directory title is platform-specific. For example, if you use ServiceNow, click ServiceNow Directory.
- Click and click next to the name of the agent or the supervisor to make a call, or click to call the last agent you called.
Avaya Workspaces for CRM dials the phone number.