There are several ways to make a call:
From your search results:
To make a call from your search results, hover over the Contact Card of the contact that you want to call and click the Call button.
If your system has been configured to do so, we’ll pop the Interactions window where you can see caller information and enter scratch pad notes. The call tab will always be the top tab and any previously automatically-opened call tabs will be automatically closed so you will always know the call you are working on.
Tip Click the All Details button and we’ll show you all of the contact methods that are available.
By entering the number directly or pasting it from the clipboard:
- To enter the number directly, hover over the Touchpoint call bar, then click the Find… button. We’ll display the Search box.
- Enter the number that you want to call, we’ll show a dial icon to show that you’re entering a number.
- Hover over the number that you’ve entered, then click the Call button (or just press the Enter key when you’ve finished typing the number). If your system has been configured to do so, we’ll pop the Interactions window where you can see caller information and enter scratch pad notes. The call tab will always be the top tab and any previously automatically-opened call tabs will be automatically closed so you will always know the call you are working on.
From your handset:
TouchPoint now supports the use of multiple lines. You can choose to put your caller on Hold or to Park the call:
When you are on an active call with a customer and need to make a call to another number on a separate line, follow these steps:
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- Hover over the call bar and click Hold to put your customer on hold.
- Search for the contact you wish to call from the call bar, hover over the contact and select Call from secondary line.
You’ll be connected to the second call and music is played to the caller on hold (if your phone system supports this).
- If you wish to switch between calls, click Answer on the relevant call to take that call off hold and resume your conversation.
Note This option is only available when you put your customer on Hold or Park. If you don’t, the Transfer option will display instead of the option to call from your secondary line.
When you are on an active call with a customer and want to park the call while you make a call to another number on a separate line, follow these steps:
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- Hover over the call bar and click Park to park the call.
- Search for the contact you wish to call from the call bar, hover over the contact and select Call from secondary line.
You’ll be connected to the second call and music is played to the parked caller (if your phone system supports this).
- If you wish to switch between calls, you’ll need to put your second caller on Hold (rather than parking them) and then click on the first call and select Answer to unpark the call and resume your conversation.
Note If you Park the call on the secondary line, you cannot un-park it on that line – you can only retrieve it using on your primary line, once it has become available.
Note This option is only available when you Park your customer or put them on hold. If you don’t, the Transfer option will display instead of the option to call from your secondary line.