Action Buttons & Other Controls for the Call Center Client

This article describes the various action buttons and controls available to agents and supervisors in the Call Center Client.

Most of these buttons and controls only appear when the action they represent can be taken. For example: when you click on a contact in a directory, the contact expands and the Call button appears on the line for that contact.

Action Buttons

Action buttons allow you to perform actions on calls (such as answering or transferring) or actions that result in a call being placed (such as dialing a number or contact).

This table lists the action buttons available to all users in Call Center:

Action button	What can you do with this?
Dial	Dial the number you entered in the Dialer.
CALL	Place a call to the selected contact or to a number from Call History. If there is more than one number available for a contact, use the drop-down arrow next to CALL to select from the available numbers for the contact.
Redial	Redial the last dialed number.
EMAIL	Send an e-mail to the contact.
Transfer	Transfer a call to a number entered in the Dialer.
TXR	Transfer a call to a selected number or contact. If there is more than one number available for a contact, use the drop-down arrow next to TXR to select from the available numbers for the contact.
ANS	Answer an incoming call, answer an unanswered call for a contact, or resume a held call.
HOLD	Place a call on hold.
END	End a call.
TRACE	Generate a call trace on a call.
CONF	Start a conference call or add a caller to a conference.
RECORD	Start call recording, or mark a call that is already being recorded to be kept.
PAUSE	Pause call recording.
RESUME	Resume call recording.
STOP	End call recording.
CAMP	Camp a call on a busy contact.
ESC	Escalate a call to a selected supervisor.
EMER	Place an emergency call to a selected supervisor.
CHAT	Open a chat window to chat with the selected contact.
Web Pop URL	Open a page in your browser to provide additional information about the caller.
Delete Call Log	Delete a call log from Call History.

Additionally, these action buttons are available to supervisors only:

Action button	What can you do with this?
QUEUE	Make an agent join or leave queues.
SMN	Silently monitor the next call for a selected agent or call center.
SM	Silently monitor the current call for a selected agent with an active call.
ACD	Change a selected agent’s ACD state.
BARGE	Barge in on an agent’s call. This establishes a three-way conference between the supervisor and the two parties involved in the call. It also “un-mutes” a Silent Monitoring call.
ANS	Answer an unanswered call for a monitored agent.
PROMOTE	Promote a selected call to the next-highest priority bucket within the queue.
RETRIEVE	Retrieve a call from the queue to the supervisor’s device. NOTE: When a call is manually retrieved with this action, the call is reported as an Incoming call rather than an ACD call in the reports.
REORDER	Change a call’s position in the queue.

Control Buttons

You may also see control buttons throughout the client. While action buttons enable you to perform actions on calls, control buttons are for more generic functions.

These control buttons are available to all users:

Button	What can you do with this?
Options	Control the display of information on a pane or page.
Expand/Collapse	Show or hide the contents of a window or panel.
Close	Close an interface element, such as window, pane, or panel.
Edit	Edit a list of items, such as agents to monitor or speed dials.
Outbound CLID	Select the phone number to use as your Calling Line ID for the next outgoing call.
Disposition Code	Apply disposition code(s) to the last call when you are in Wrap-Up.
Trace Call	Attach a trace to the last call.
Call History	Display your Call History.
Call Waiting	Turn Call Waiting on or off.
Auto Answer	Turn Auto Answering on or off.
Pull Out Directory	Place a selected directory below the Call Console.
vCard	Save a caller’s phone number and personal information in Microsoft Outlook.
Call from Chat	Place a call to your chat partner.
Add User to Chat	Select users to add to a chat session.
INVITE	Invite selected users to a chat session.
Pop-out	Take a chat window out of the main interface and make it a free-floating window.
Pop-in	Anchor a free-floating chat window inside the main interface.
Load Report	Load a scheduled report, allowing you to view and modify it.
Delete Report	Delete a scheduled report.