Connects calls using Connect button

If you have operator rights you can, with the Unifinder Connect button, queue IVR calls at so-called User extensions, which are found persons with a telephone number defined in a connected UC system or an address book. You can also queue a call in a logged-in CallGuide agent’s personal queue/waiting list.

Calls queued by an operator automatically gets a recall, in case e.g. there is no answer. However, if you are to transfer a call to a fellow agent you can choose the Connect without recall option from the menu by the Connect button.

If a person has several telephone numbers, you select the one you want to queue on in a drop-down menu next to the Enquiry/Make call button. If the selected person is a logged-in agent, however, the call is placed in the agent’s personal queue, regardless of any other number you have selected.

If the Connect button is not active when you have selected a row in the search result, this could be so because

• the number is redirected with a so-called hard attendant message in e.g. Marvin,
• the number seen in the box next to the Enquiry/Make call button has been manually edited,
• there is a number entered in the main search field.

If there is an information icon next to a button, you can move your mouse pointer over it to see details for a selected person and intended action.

If you have operator rights you see, in the call information in the top of Unifinder, how many calls a found selected agent has in his personal call queue.