Working with Calls

Depending on how your call center is set up, you'll receive calls on a toolbar over WebRTC or a conventional telephone network. You can:

• Accept calls
• Muting Calls
• Placing Calls on Hold
• Transfer Calls
• End calls

There are some toolbar features that need to be included in the flow design in order to function. If that function is not included in the flow, the applicable toolbar icon will be visible but inactive. For example, a flow must include Customer Hold/Resume configuration details in order for an agent to be able to place a caller on hold.

Note: If an inbound WebRTC session terminates unexpectedly, the agent should end the interaction and close all Skylight windows before launching a new session. The agent should not enter the Ready state until all prior sessions are ended.