This feature requires the new Denali 2.0 User Interface. Below is a short overview of how the feature is set up, how it works, and how it will look to the Agents using the feature.
How to Enable
To allow Call Waiting, first you'll need to go through two steps:
1. Fully migrate your users and Inbound lines to Denali 2.0
2. Have a member of the Dialsource team enable Call Waiting for your organization
Once these steps are complete, the Call Waiting box will appear in the Global Settings section of the Management menu:
Just check the box, and Call Waiting will be enabled for your organization.
Inbound alerts with Call Waiting will play an audible notification as well as display the alert in the Denali panel, as without Call Waiting. When you receive an inbound alert while on a call, you have three options: End & Accept, Decline, or Hold & Accept.
End & Accept will end your current call and answer the incoming call.
Decline will decline the incoming call, which will then roll to the next available user.
Hold & Accept will place the current call on hold and allow you to answer the incoming call. This will allow you to handle the incoming call quickly, possibly putting them on hold as well, before returning to your original call.
If you accept the incoming call, either by ending your current call or placing it on hold, you will need to select a Disposition for both calls, but this can be done after the calls are completed.
Dispositioning a call using Call Waiting is slightly different from standard Inbound Calls. You'll be able to select which call to disposition first. The selected call will be highlighted in blue in the Denali panel:
The available Dispositions reflect the settings for the selected call.
The Link button will work for the selected call the same way it would work for any other call if you still need to link the inbound call to the appropriate record.
Note that if your organization has Disposition Locking enabled, you'll need to navigate to the active record to disposition the selected call.
A call that has been Dispositioned but is still active will be indicated with a green check mark. A call that has not yet been dispositioned will be listed under a "Calls to Disposition" label and can be selected.
If you refresh the page while there are two calls active, the selected call/order of the calls on the UI may switch and will be prioritized in the following way (this will not affect who you are talking to, just the call selected in the CTI panel):
1. Ringing: if a call is ringing, that call will be selected.
2. In Call: if you're on an active call, that call will be selected.
3. On hold: if you're not on a call, but one of your calls is on hold, the call that's on hold will be selected.
4. Oldest call: if no calls are active, ringing, or on hold, the oldest call will be selected.
Any selection made after the page refreshes will be honored.
Using Call Waiting with the Conference and Transfer Features
Agents will be able to Conference and Transfer calls as they do today. If an agent has two active calls, they can switch between the two calls seamlessly and perform a conference and warm call transfer for either of the calls. However, an agent may only perform one conference at a time. If the agent needs to conference and transfer both calls, they'll need to complete the transfer for the first call before attempting to conference into the second call.
As released, the feature supports a maximum of two Open Calls at a time (call which are either active, or waiting to be dispositioned). So if an Agent is on an active call, and has another completed call waiting for a Disposition, they have two Open Calls and will not be able to receive Inbound Offers until they Disposition their completed call.
Inbound Offers will default to Agents in the primary Agent Group and will only serve to a Failover Group if no agents in the primary group accept the offer. The prioritization will look like this:
- Primary Group: Idle
- Primary Group: < Two Open Calls
- Failover Group: Idle
- Failover Group: < Two Open Calls