CTI Communications

Although it may not be included in our official job title, many of us find ourselves needing to answer calls and pass them on to their desired locations on a fairly regular basis. This is often the initial interaction between your company and the caller, so the ability to handle the call smoothly and quickly, will set a positive tone for your customers’ experience.  Utilizing your desktop applications, here are few quick tips that can make this task easier for you and seamless to your customers.

Did you know you can transfer a call by the dragging and dropping it to the desired destination?

Drag and drop the call (either while it’s ringing or connected) onto the target number on the Directory, Speed Dial, Contacts, or Monitor tabs of MaxCommunicator or MaxAgent.

Did you know you can avoid surprising your coworkers with unexpected call transfers by performing a supervised call transfer?

To perform a Supervised Transfer from MaxCommunicator or MaxAgent:

After initiating a call transfer you’re asked to confirm the transfer by clicking the Yes button in a confirmation dialog box. You can click Yes before the party answers to do a blind transfer, or you can wait for the person to answer and then confirm or cancel the transfer. If the recipient declines the transfer, click No. You will then be reconnected to the caller. You may then offer to transfer the caller directly to the voicemail box of the person they were trying to reach.

Do you know how to perform a Call Park and when it may be appropriate?

Line Park Tab—Shows calls parked for line park groups that you are a member of. You can park and pick up a parked call from the LinePark tab. (Must be on version MaxCS 6.7 or later.)

To perform a line park from MaxCommunicator or MaxAgent:

Click on the “Line Park” tab and double click on the available “Line ID” you wish to park the call to, or click the “Park Call” button at the bottom left-hand side of the window.  You or another member of the same Line Park Group can then pick up the call from the same tab by double-clicking on the “Line ID” where the call is parked or clicking the “Pick Up Call” button. You can also pick up the call from any physical by pressing  #51[Line ID] on your telephone.

Examples of when is using “Line Park” may be a good idea:

  1. You are connected to a phone call that you know your boss or coworker has been waiting for, however, they is finishing up another call. As long as the caller is willing to hold, using Line Park allows you to place the caller in a location that can easily be retrieved by the recipient while freeing you up to take additional calls or return to work.
  2. You need to resume the call at another location within your office. Now you can park the call, get where you need to go, and resume the call with ease.

Krista Browne is CTI’s Office Manager and General Person-in-Charge.

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