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Receiving an Inbound Call
- Make sure you are in the Ready state to receive calls
- Tone will play to announce call, and caller will be connected
- CRM screen will pop up with customer record based on phone number
- Accpt or Reject the call
Manual Answer
- Make sure you are in the Ready state to receive calls
- Call preview appears, click Accept to receive call
- CRM screen will pop up with caller data
- If Agent doesn't Accept call it will go back to queue and Agent is put in System Not Ready state
Outbound Call in Preview Mode
