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Note that this article covers the Sharpen Q Phone tabs—not to be confused with the Q Tabs available within the Interaction Window. |
Making an Outbound Dial
Outbound calls are initiated by the Q Phone dial pad (highlighted below). Depending on which phone you’re routing to, the dial pad may look different.
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Note, too, that you can also place calls via the My History tab of the Activity Column. If you have previous interaction history with the customer, you can scroll through (or search) the records in My History, and click on the button that displays the contact’s phone number.
Sending an SMS/MMS While on a Call
In addition to calls, you can also send an Outbound Q SMS/MMS from the SMS Tab.
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When you send an outbound message, you will NOT be taken to an interaction window. Instead, you’ll see an overlay that lets you know your message was sent. |
Viewing a Directory of Q Agents
When enabled, clicking the contacts tab will display other Sharpen users within the organization. As you scroll through the listed agents, clicking on any one of them will expand their details, as shown below:
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If you need to access the company directory and don’t have this Q Tab enabled, you can access the company directory from the End User Dashboard |
Accessing Your Personal Voice Mailbox
Clicking the voicemail tab will display all voicemails for your personal extension.
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If you need to access your personal voicemail history and don’t have the Q Tab enabled, you can do so from the End User Dashboard.
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This is one article in a series covering Sharpen Q. Click on any of the links below to access specific Sharpen Q topics/articles: |
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