Call Control with CCS Desk

The active call window automatically appears when you are on a call. This is how you can see the information about the call, and control the call.

Answer

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.

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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.

Dial

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

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.

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