How Do I Execute Internal or External Collaboration Calls?

Introduction

This page explains how to work with the Native Voice channel as an agent, especially how to execute internal or external collaboration calls.

Collaboration

It can occur that during a call you may need to consult colleagues or other people outside your organization.

External collaboration

To call someone outside of your organization, click on ‘external voice collaboration’, an option that has been added in the dropdown of the middle conversation window. Type in their number and click on ‘call’.



While the customer is on hold and if the collaborator picks up, you can consult where needed. You can choose to put your collaborator on hold, transfer the customer to the collaborator, or hang up your call with the external collaborator and go back to the conversation with your customer.



Internal collaboration

You also get the option to consult internal colleagues who are working in the same environment as you. To do this, simply select an internal collaborator as you would in any conversation. The difference here is that it will show you who is available to consult on your call. The collaborator will receive the call like any other, with the difference that they see the name of the colleague that is calling them, letting them know it is a consultation call. When picking up, the collaborator will see the same conversation as you, but see that you are the owner of the conversation same as with internal collaboration with written channels like email and livechat. They cannot interact with the customer or take ownership of the conversation themselves.

You can give your colleague, i.e. the 'receiving agent', the control of the conversation by transfering this call by clicking the blue transfer button (See picture below). After the transfer of the call the conversation closes for the agent that performs the transfer. The 'receiving agent' gets ownership over the conversation and the call is taken out of hold automatically. The 'receiving agent' now has full control over the call with the end-customer.



If you do not want your colleague to give ownership, you can hang up the collaboration call and resume the conversation with the customer. When the collaboration call is hung up, the collaborator will go straight back to ‘available’.

Below a video is shown about both External and Internal collaboration. Please note that the internal attended transfer feature is not explained.

Learn more

To learn more about operating the native voice channel, please view:

• How do i use statuses and handle incoming calls?
• How do i pick up, end and start a call?