Media controls appear when the system recognizes an incoming work item or when you make an outgoing call.
The following are the media controls that appear in the Work List window:
| Button | Name | Description |
|---|---|---|
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Call Answer | This button appears when a system recognizes an incoming call or when you put an active call on hold. For details, see Answering a call. |
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Call Hold | This button puts an active call on hold. For details, see Putting a call on hold. |
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Call Transfer | This button allows you to transfer an active call to any other contact. For details, see Transferring a call. |
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Call End | This button allows you to release an active voice call session. For details, see Ending a call. |
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Video Call | This button allows you to initiate a video call, if available. The video button appears only if the called party is using a video feature. For details, see Initiating a video call. |
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Video Mute | This toggle button appears in conjunction with the video call and allows you to mute or unmute the video session. For details, see Muting and unmuting a video call. |
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Video End | This button appears in conjunction with the video call and allows you to end the video session. |
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Initiate IM | This icon appears when you receive an IM conversation invite. For details, see Managing Instant Messaging and Presence. |
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End IM | This button ends the IM conversation. This button appears when you receive an IM conversation invite. For details, see Ending an IM interaction. |
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Initiate TTY | Receives the incoming TTY call and opens the TTY window to begin the TTY interaction. For details, see Answering a TTY call. |
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End TTY | Ends TTY interaction. For details, see Ending a TTY call. |
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Listen In (toggles to Barge In) | Enables the Listen In feature and starts service observing for the supervisor. Listen In is always on initially when service observing is started. This is a toggle button and appears only for supervisor desktop. For details, see Observing agent service. |
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Barge In (toggles to Listen In) | Enables supervisor to enter a call under service observation and communicate with the agent and customer on that call. This is a toggle button and appears only for supervisor desktop. For details, see Barging into an agent call. |
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Quick Alert | Opens the Quick Alert window for a call under service observation session. Supervisor can send quick alerts using this feature. For details, see Sending a quick alert. |
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Coach | Starts a supervisor coaching session on a call under service observation. This opens an IM window for the supervisor to begin a coaching session for the agent, while the agent is still on the call. For details, see Coaching an agent. |