Call Controls
Where do you find the Call Control options?
Interactions window
Where do you got to initiate a consult, conference or transfer?
Transfer page
Which button displays information on current connected interaction?
Interactions
What type of transfer is it that allows you to connect with another party, introduce the call and transfer.
Consult Transfer aka Warm Transfer
What is the cloud term that is Auto In in Catch?
On Queue
Which button is used to to answer direct calls
Answer (phone icon)
Where do you go to find a display list of speed dial numbers for a transfer?
Select Queue or Number box and click on the drop down button to display the list.
Which button displays a list of past interactions?
Interaction Log
Which icon do you press when initiation a transfer?
Arrow pointing right.
What is the Cloud term for Cold Transfer in Catch?
Blind Transfer
Which icon is used to place a call on hold?
Pause symbol
What are the two choices for calling out?
Select either from the drop down or enter in the number manually.
Where can you find a display of the consultant's call status?
Agent Performance
What is it called when you can transfer the caller to a new destination with any interaction between the person transferred the call and the party receiving the transfer?
Blind Transfer aka cold call
What would you use in Cloud that is the same as Aux/Readiness time in Catch?
Available
What control is used to toggle between placing a call on hold and resuming the call?
Hold
When doing a Consult Transfer, once the other party is on the line and has been provided all relevant information, what do you select to perform the transfer?
Select the ALL button, introduce the caller and then click the On Queue button to be available for your next call.
What is the user inbox used for?
Voicemail
How do you complete the transfer?
Press the complete button
What is the Genesys Term for Conference/Transfer in Catch?
Call Transfer Details
What is used for calls requiring additional work after the call and how often should it be used?
Request After Call Work and should not be used.
What is the main thing we are not going to do while transferring a call?
Accidentally disconnect the customer. (LOL) We will do our best anyway!
What button allows you to make an outbound call.
New Interaction
When you select Consult Transfer, what happens to the call you are on?
Automatically placed on hold.
What is the Genesis term for PNC Employee search in Catch?
People Search in News Online