Accepting and Handling Inbound Calls

When a client calls your organization, Connie routes the call to an available agent. Here's what happens from your side.

Receiving a Call

1. A new task appears in your Task Queue on the left side of the screen
2. You'll see the caller's phone number and, if available, their name or program info
3. A phone icon tells you it's a voice call
4. Click the green checkmark to accept the call, or the red X to decline

What happens if you decline?

If you reject the call or go offline, the call stays in the queue for another agent to pick up. The caller keeps hearing hold music — they won't be disconnected.

While You're on a Call

Once you accept, your status automatically changes to "On a Task" and the call connects. The Task Manager panel shows details about the call, including the caller's number and how long you've been connected.

On-Call Controls

You have several tools available during a call:

Button	What It Does
Hold (pause icon)	Puts the caller on hold — they hear hold music. Click again to take them off hold.
Mute (microphone icon)	Mutes your microphone so the caller can't hear you. Click again to unmute.
Keypad	Opens a number pad so you can press digits during the call (useful if you need to interact with another phone system).
Transfer	Transfers the call to another agent or queue. See Transferring Tasks.
Hang Up (red phone icon)	Ends the call.

Placing a Caller on Hold

Sometimes you need a moment to look something up or consult with a colleague:

1. Click the Hold button (pause icon)
2. The caller hears hold music — they know they're still connected
3. Take care of what you need
4. Click Hold again to resume the conversation

tip

Let the caller know before you put them on hold: "I'm going to place you on a brief hold while I look that up for you."

Handling Voicemail

If a call goes to voicemail (for example, outside business hours or when no agents are available), it appears in your Task Queue as a voicemail task.

When you accept a voicemail task, you'll see:

• A voicemail recording you can play back
• A voicemail transcript (automatic transcription of what the caller said)
• The caller's phone number
• The date and time the voicemail was left
• A callback attempt counter

You can then call the client back directly from the Task Manager using the callback button.

Completing a Call

When the conversation is done:

1. Hang up from Connie (click the red phone icon) or the caller hangs up on their end
2. The task enters Wrap Up — this is your time to finish notes before taking the next call
3. Select a Disposition (closing code) that describes the outcome — for example, "Resolved," "Follow-up Required," or "Escalation"
4. Add any notes about the conversation (optional but recommended)
5. Click "Complete" to close the task

Important

While you're in Wrap Up, new calls cannot be routed to you — you're still considered busy with the previous call. You can still receive new SMS or chat tasks, however, because you can have multiple message conversations at the same time.

Once completed, the task is removed from your queue and placed in a temporary "Recent" tasks panel for 30 days. You can always review your task history by clicking the Book icon in the left navigation bar.

Quick Reference

Action	How to Do It
Accept a call	Green checkmark in Task Queue
Decline a call	Red X in Task Queue (call goes back to queue)
Put on hold	Hold button (pause icon) during call
Mute yourself	Mute button (microphone icon) during call
Use keypad	Keypad button during call
Transfer	Transfer button → select agent or queue
Hang up	Red phone icon
Complete task	Hang up → Select disposition → Add notes → Complete

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Next: Learn about Making Outbound Calls

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