6.8. Call Functions 
You can use myAgent to make calls, place calls on hold or transfer calls.
You can usually perform call functions in the myAgent Inbound Call screen pop as well
as
the Dial / Search field of the myAgent main window.
Placing a Call on Hold
The party
placed on hold hears music on hold or an announcement until you resume the
call.
Transferring a Call
You can configure the following methods for transferring a call to an agent, a queue
or a subscriber:
-
Supervised transfer (consultation transfer):
-
The pop up: Does the other party wish to accept this call? is displayed.
-
If the subscriber answers the call and agrees to transfer the call, click on Yes.
-
Else, click on No. The call transfer is cancelled and you continue the call.
-
Transferring a Call to a Queue or Agent
The agent who answers the call can read and edit the information for the current caller,
and can also perform the wrapup.
Picking up a Call
It is possible to pick up a call that is signaled at another agent. For example, if
agents leave their desk without changing their status (Break, etc.).