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Interaction Connect Help
Using the Dial Pad
Requirements: The Dial Pad is available only if you are connected to a CIC server running 4.0 SU 6 or later.
The Dial Pad enables you to dial a phone number to make a call, send DTMF tones to a connected call or the currently selected call, or make selections from an automated telephone menu system. The Dial Pad can also send DTMF tones through a connected SIP Soft Phone.
To display the Dial Pad:
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In the My Interactions sidebar, click the Dial Pad icon.
To use the Dial Pad:
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Click the appropriate buttons on the Dial Pad to dial a phone number.
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Do one of the following:
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If you do not have a connected interaction or the selected interaction is on hold, the numbers appear in the Dial a number field. Click Dial to dial the number.
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If you have a connected or selected interaction that is not on hold, the numbers are sent to the interaction. You make selections from an automated telephone menu system. It’s just like using a touch tone phone Dial Pad.
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To end the call:
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If using your handset, simply hang up the telephone.
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Select the call in a queue view and click the Disconnect button.
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Right-click the interaction and select Disconnect from the shortcut menu.
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