5.2 Active Calls

The Active Calls page lists ongoing calls made by agents to customers.

Follow these steps to manage Active calls:

• Select the Active Calls menu from the Call option.

• In order to find a particular Active call, you can use the “Quicksearch" filter, then hit the “Search” button.

• The Active Calls page refreshes automatically every second.

• On the Active Calls page, if the maximum number of participants in a call is reached, callers are directed to the Outbound Queue.

Fig 5.2.1