Interaction controls in PureConnect for Salesforce

Pick up an interaction.

Place an interaction on hold. Click again to resume the interaction.

Mute an interaction. Click again to unmute the interaction.

Transfer an interaction to an agent, outside number, workgroup, or Attendant profile.

End an interaction. After disconnecting, the interaction is still visible. It sits in a deallocated state for a configurable amount of time, typically 2 minutes. Agents can assign a wrap-up code or finish updating the call log.

Make an Ad Hoc recording of a call. Click again to stop the recording. Access call recordings from CIC.

Make a Snippet recording of a call. Click again to stop the recording. Interaction Recorder manages these Snippet recordings and stores them in the CIC database.

For more information about the difference between Ad hoc and Snippet recordings, see Recording types.

Secure pause a recording to avoid recording sensitive information.

Send an incoming call to your voicemail; or send a connected call to your voicemail.

Open the dial pad while on a call to send DTMF tones to the connected call. You can  make IVR selections or enter information such as an account number or credit card number.

DTMF (dual-tone multi-frequency): DTMF is the signal generated when a caller presses a telephone key to make IVR selections or to enter information such as an account number or credit card number.

To chat with your workgroup supervisor, click the Request Assistance button.

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Make a conference call. Start a conference by dragging one call on to another.