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When an incoming call is received externally or internally, CCS Desk will be displayed. It also shows the name and company of the person if CCS Desk is integrated to a contact database e.g. MS Outlook or MS Dynamics. When CCS Q system is used, agents will also be able to see the name of the queue for that call.
To answer the call, click on the ‘Answer’ button. 
Hang-up
Once the call is answered, to end the call click the ‘Hang-up’ button 
Hold and Unhold
To hold a call, click the ‘Hold’ button 
when there is an active call. Press the same button, or the bigger button, 
or double click on the Held call 
to pick up the call again.
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To dial manually open the Active Call window and click on the Dial button.
Please note that it is possible for this ability to dial a number manually to be configured as disabled by the CCS Desk Administrator.
Transfer and Conference
 
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A call can be supervised transferred to a team member by dragging the call in the ‘Active Call’ screen and dropping it on the team member. Press the Transfer button 
to complete it. Press the Conference button 
to conference the parties.
Other Call Related Features
Agent can access the list of CCS Desk functions and telephony controls by clicking on the drop-down arrow 
at the active window.
Pop Contact – When integrated to CRM application, this option is available to manually open the CRM contact screen.
| Edit Call Info – Modify the call details name, company and notes information of the call. |
Dial pad – Allows user to send additional digits once the call has connected.
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Agent can also access the list of recent calls in relation to the phone number by clicking on the magnifying glass icon  icon in the active call window. | 
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