Working with Voice Calls in Skylight

When a new voice interaction is offered to you, a toaster notification appears.

The toaster notification indicates how long you have to answer the call. This time limit is configured in CxEngage, and by default is 30 seconds. Hover your mouse over the toaster notification to view the contact's initial message and their contact information, such as name and phone number.

  1. To answer a call, click anywhere in the toaster notification or the contact information.

    2. To reject the work, wait for the countdown to reach 0. The work is then offered to the next available agent. If you reject the work, you are automatically put in Not Ready mode and you need to change your state to Ready to continue talking call. See Changing your State in Skylight .

  2. During the call, use the phone controls to mute your side of the conversation, place a call on hold, or access the dial pad.
  3. Click the handset () or select Actions > Hang Up to end the call.

    4. A confirmation message is displayed.

  4. If you are sure that you want to end the interaction, click Confirm.
  5. If Wrap Up is enabled, complete any post-call work, such selecting a disposition.
  6. Click Actions > Hang Up if you're done before the maximum wrap up time elapses.

Phone Controls

Icon Description
Handset: Click to end the phone call.
Mute/Unmute: Click to mute your side of the conversation. When the icon is white () you are muted.
Hold: Click to place the caller on hold. While they are on hold, the media configured in the flow is played to them. When the icon is white (), the caller is on hold.
Transfer or Add a Participant: Click to transfer the interaction or bring a participant into the conversation.
Dial Pad: Click to open the dial pad. You can use the dial pad to make an outbound call or to navigate IVR menus. When the dial pad is open, the icon is white ().
Recording: Click to record your call. Click again to turn call recording off. The Recording icon shows a red background when recording is currently in progress. The option to pause and resume recording is enabled by your administrator.

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