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Receiving a Call

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Receiving a call from a new contact:

In order to be able to receive calls, your agent status needs to be set to "Available" (you can select your current status in the right upper corner of Talkdesk) [1].

When a call is coming in, in addition to hearing the phone ring, you can see which customer is calling on the right sidebar [2]. In case of a new customer, the phone number is displayed.

If you have Desktop Notifications enabled, you will also see a screen pop letting you know that you have an incoming call.

Call controls show on Talkdesk's right bar of the Agent Dashboard, and this is where you can accept, decline and control a call that is in progress.

 

If you wish to take the call, click the “Accept” button [3] on the right hand sidebar. If you're busy and cannot take the call, click the “Reject” button [4].

If you decline the call, depending on your Routing settings, the call might be diverted to another agent, your voicemail or an external phone number, depending on how your administrator configures these settings.

Once the call is completed, Talkdesk automatically adds the call details to the corresponding call log.

In case the call is sent to voicemail, the voicemail recording is also added to the caller’s call activity tab within their profile.  

Receiving a call from a known contact:

Even before answering a call, you can click the caller's name to see all the information related with that contact [5]. This information includes identification data and a list of all previous interactions (including incoming calls, missed calls, calls made, voicemails, notes and records).

Receiving a call from a new contact using the Callbar:

If your Widget Mode option is on and you are logged in to the Callbar, follow the instructions here instead to learn how to set your status to available and start receiving calls using the Callbar instead.

Receiving a call from a known contact in the Callbar:

When receiving calls from a known contact using the Callbar, you can see the information on the customer's name and number as well as the number being dialed on the top.

You will also see the associated ring groups and, in case you see a badge with the Talkdesk or any integration logo (such as Salesforce, Zendesk or Desk) clicking it will pop open the contact's page in Talkdesk or the integration shown:

Learn more about using the Callbar here.

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