Assisting an agent on an observed call

Last Updated : Oct 07, 2021 |
Prolog information
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You can assist an agent whose call you are observing by choosing Talk mode. If you choose Talk, you can talk to the caller and the agent.
Before you begin
Ensure that your administrator configures the Talk feature and you are already observing a call.
  1. While on the Call Observation line, press the Talk softkey to talk to your agent and the caller.
Related links
Service Observe