Place a Call to an Agent

The Call Center Console is the live supervisor view for your queues. Its Queue Panel shows every agent assigned to a queue as a tile (avatar), so you can see who is available and reach any of them with a single action instead of looking up and dialing their extension. Use this when you need to talk to an agent quickly, for example to coach them, pass along information, or check on a call.

Before you start

• Sign in to the Cloud Voice App (Web or Desktop) with an account that can open the Call Center Console.
• Open the queue whose agents you want to reach, so their tiles appear on the Agent panel.

Procedure

1. In the Cloud Voice App (Web or Desktop), open Call Center Console > Queue Panel.
2. In the Agent panel, move your pointer over the avatar (the tile representing the agent you want to reach).
3. Double-click the avatar.

Tip

Hovering over an avatar first lets you confirm you have the right agent before you call. Double-clicking is the shortcut: it places the call immediately, with no dialpad or extension number needed.

The system dials the agent and opens a call window where you can control the call in progress.

Note

The call goes out from your own extension, so the agent sees the call coming from you. The call window is where you manage the call once it connects (for example hold or hang up), the same as any other call you make from the Cloud Voice App.