Handling Calls & Transfers

Last updated · fulliautomatix 1.0.33 · getafix 3.2.65

The center of the Agent Desk (/) is the Call Card, flanked by the Queue Pane on the left and the Customer Workspace on the right.

1. Receiving an Inbound Call

When a caller reaches your extension or one of your joined queues:

  1. Ringing State:
    • The Call Card displays the caller's name and phone number, along with a Queue chip (such as Support or Billing) if the call arrived through a queue.
    • If you are viewing another screen on the Desk (such as Voicemail or Analytics), a shell-level incoming call bar appears at the top of the screen with Answer (which answers and jumps straight to the Agent Desk) and Decline.
  2. Answering:
    • Click Answer to connect the call through your browser softphone.
    • Automatic Clipboard Copy: Within 1 second of connection, the Desk automatically copies the caller's phone number to your system clipboard so you can paste it into any external tool if needed. You can also click Copy number on the Call Card or the copy icons in the Customer Workspace at any time.
    • The Call Card indicates Recording on (when call recording is enabled for your company) or Not recorded, and the matching queue row in your Queue Pane reads On call with you.

2. Active Call Controls

While connected on a call, the Call Card provides:

ControlWhat It Does
MuteMutes/unmutes your microphone so the caller cannot hear you.
Hold / ResumePlaces the caller on hold (they hear Music on Hold) and resumes two-way audio when clicked again.
KeypadOpens an in-call DTMF keypad (0–9, *, #) to send tones during the call.
TransferOpens the transfer sheet (queue calls only — see section 4 below).
Secure segmentTemporarily masks the call recording and drops any active supervisor monitoring while the caller reads sensitive data (see section 3 below). Available when Secure Segments Enabled is turned on for the company.
End callHangs up the call and transitions your Call Card into Wrap-up mode.

3. Using Secure Segments (PCI / Sensitive Data Masking)

When a customer is about to read sensitive information aloud (such as a card verification code, PIN, or national ID):

  1. Click Secure segment on the Call Card.
  2. The button changes to End secure:
    • Call Recording Silenced: The audio recorded during the secure segment is masked with silence in the stored WAV file (and marked on the QA evaluation timeline).
    • Supervisor Monitoring Locked: Any supervisor currently Listening, Whispering, or Barged into the call is immediately disconnected, and new monitoring requests are blocked with Secure segment in progress.
  3. Once the customer finishes providing the sensitive information, click End secure to resume normal recording.

4. Transferring a Queue Call

On any queue call, click Transfer on the Call Card to open the transfer sheet. You have three transfer options (the target agent or supervisor must be signed in to the call center, though they may be paused):

  1. To an agent (Transfer):
    • Hands the call directly to the selected agent's browser phone.
    • Your Call Card shows a toast Call handed to <Agent> and moves to Wrap-up.
    • The receiving agent's phone rings with the caller's name as a direct Personal call.
  2. Escalate to (Supervisor):
    • Escalates the call directly to an online supervisor.
    • Your Call Card moves to Wrap-up, and the supervisor's phone rings with the caller.
  3. Move to queue:
    • Moves the caller into another queue (for example, from Support to Billing).
    • The call rings members of the destination queue and retains the new queue's chip (Billing), logging a BLINDTRANSFER in the source queue's log.

Note: The Transfer sheet is available on queue calls only. Direct extension-to-extension (Personal) calls do not offer queue transfer controls.

5. Placing Outbound Calls (Personal vs. Call as a Queue)

When your Call Card is idle (No call on the line), it displays the Dialer:

  1. Choose your outbound identity from the Call as picker:
    • Personal: Places a private/direct call from your own extension. The recipient sees your personal caller name, and the call is logged as Personal in Channel Logs.
    • Queue <Name> (one option for each queue you have joined): Arms your browser softphone to place an outbound queue call.
      • The recipient sees the Queue's caller ID instead of your personal name.
      • Your Call Card carries the queue chip (Support), and the call is attributed to that queue in Queue Logs, Queue Reports, and Analytics.
      • Note: You must be Available (not paused) to place an outbound queue call.
  2. Enter the destination in the number field:
    • Internal Extension: Exactly 4 digits (for example, 1002 for another user or 5100 for a queue).
    • External PSTN Number: 11 to 14 digits (without a leading + or spaces).
  3. Click Call.