To make an enquiry call in ACE Agent, see Call handling in Unifinder.
When an enquiry call is connected, the Retrieve, Alternate, Transfer, and Conference buttons are activated. In the list with contacts in progress you see a circle next to the icons for the enquiry call and the contact that caused the enquiry. The active call is seen in bold. The following functions are now available:
- Retrieve
- You get the original contact back using the Retrieve button.
- Transfer
- To hand over the contact to the agent to whom you sent the enquiry, click on the Transfer button. You then receive either the status Wrap-up or Ready.
- Alternate
- You can easily switch between the original contact and the enquiry call by using the Alternate button or by clicking on the contact.
- Conference
- To discuss the task together with both the customer and the agent to whom you sent the enquiry, click on the Conference button.
An enquiry consists of an incoming and an outgoing call. In some businesses there is a need for communicating with several customers calling at the same time to solve a matter. The agent then needs access to the same functions as for an enquiry, without making any calls. To achieve this, the Associate function is used.