Working with Voice Calls in Skylight Desktop

When a new voice interaction is offered to you, a toaster notification appears from the global footer with the contact's initial message and their contact information, such as the phone number.

  1. Click anywhere on the notification to answer the call.

    To reject the work, wait for the countdown next to the contact's name or identifier to reach 0. The work is then offered to the next available agent.

  2. During the call, use the phone controls to mute your side of the conversation, place the call on hold, or access the dial pad.
  3. Click Hang Up () or the handset () 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 as adding notes.
  6. Select End Wrap Up from the Action drop-down menu.

Phone Controls

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. Media, such as music or a recorded message, is played to the caller while they are on hold. When the icon is white (), the caller is on hold.
Transfer or Add Participant: Click to open the transfer menu. From here, you can add a participant or transfer the call to a queue or a contact on a transfer list.
Dial Pad: Click to open the dial pad. You can use the dial pad to make IVR selections. When the dial pad is open, the icon is white ().

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