Answer an Incoming Call
Written by B3Networks Academy
Updated at August 10th, 2023
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Table of Contents
1. Pick up a call
2. Talking and ACW
Note:
When the user state is Free/Dialing
When the user state is Talking
When the user state is ACW
3. Show Caller ID when Forwarding
On user’s device, they will see the details below when receiving a diverted call.
Scenario 1: Forward to Internal Extensions
Use Case
4. Show Caller ID when Transferring
On user’s device, they will see the details below when receiving a diverted call.
Case 1: If Caller and Transferor are 2 different people
Scenario 1: Transfer to Internal Extension
Use Case
Use Case
5. Finish a call
1. Pick up a call
When there is an incoming call, the User’s phone will ring along with a pop-up notification.
Press:
- Blue button to accept the call.
- Red button to reject the call.
2. Talking and ACW
During the Talking state, you will see an “End Call” button and for ACW (After Call Work) state, you will see an “ End ACW” button.
- If you click “End ACW” without submitting a note, the system will automatically save whatever you entered in the note.
- ACW will apply for both Contact Center - Incoming Call, Callback Call, Campaign call pop up.
- ACW can only be ended when:
- Clicking “End ACW”
- Clicking “Finish” button on popup
- Making a new call (outbound call)
- Hitting time out
Note:
Color of Talking/ACW will change according to the user status:
- Available - Green
- Busy - Red
- Away - Yellow
- Offline - Grey
When the user state is Free/Dialing
When the user state is Talking
When the user state is ACW
3. Show Caller ID when Forwarding
On user’s device, they will see the details below when receiving a diverted call.
Scenario 1: Forward to Internal Extensions
- Ignore the current Caller ID when forwarding (Internal): Caller Number or Ext Key
- Show the Caller ID for the Forwardee as follows:
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From:
- Internal Call: Caller Extension Key
- External Call: Caller Number
- To: Forwarder Extension Key
Scenario 2: Forward to External Numbers
- Based on the setting of the forwarder extension
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Show the Caller ID for the Forwardee as follows when settings as Caller Number
- From: Caller Number
- To: Forwardee Extension Key
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Show the Caller ID for the Forwardee as follows when settings as Assigned Caller ID
- From: Assigned Caller ID
- To: Forwardee Extension Key
Use Case
- A calls B
- B forwards to C
- B is always an Internal Extension
- C picks up the call via Mobile App
4. Show Caller ID when Transferring
On user’s device, they will see the details below when receiving a diverted call.
Case 1: If Caller and Transferor are 2 different people
Scenario 1: Transfer to Internal Extension
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Show the Caller ID for the Transferee as follows:
- From: Caller Extension Key
- To: Transferor Extension Key
Scenario 2: Transfer to External Number
- Based on the setting of the transferrer extension
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Show the Caller ID for the Transferee as follows when settings as Caller Number:
- From: Caller Number
- To: Transferee's Extension Key
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Show the Caller ID for the Transferee as follows when settings as Assigned Caller ID:
- From: Assigned Caller ID
- To: Transferee Extension Key
Use Case
- A calls B
- B Transfers to C
- C picks up the call via Mobile App
Case 2: If Caller and Transferor is the same person
Scenario 3: Transfer to Internal Extension
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Show the Caller ID for the Transferee as follows:
- From: Caller Extension Key
- To: Transferee Extension Key
Scenario 4: Transfer to External Number
- Based on the setting of the transferrer extension
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Show the Caller ID for the Transferee as follows when settings as Caller Number:
- From: Caller Number
- To: Transferee’s Extension Key
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Show the Caller ID for the Transferee as follows when settings as Assigned Caller ID:
- From: Assigned Caller ID
- To: Transferee Extension Key
Use Case
- B calls A
- B transfers to C
- C picks up the call via Mobile App
5. Finish a call
Once the conversation is over, click on the End Call button in order to hang up and receive a new call.
