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Getting Started
To start using Communication Panel, you need a user account and a login address.
Make a Phone Call
Hold / Resume a Call

Getting Started
To start using Communication Panel, you need a user account and a login address.
- Sign In / Sign Out
- Define Your Audio Device
- Join and Leave Queues
  Join the queue to receive conversations from it.
- Accept and Decline Calls
- Make a Phone Call
- Handle Calls, Chats and Emails
- Accept and Decline Chat Requests
- Receive and Handle Emails
  Added in FP14.
- Search
  You may need to search different items in various views, such as Queues, Picklist, History, and Directory.
- Change Status
  Inform the system if you are ready to receive conversations.
- Select Presence Profile
  A Presence Profile is used to inform others about your availability. Additionally, administrators may have defined presence profiles that are linked with a queue group so that by selecting that profile you join the queues of that group. Presence Profile can also be changed in Dashboard. In this case, the Communication Panel user will see a message in Communication Panel that the profile has been changed by the supervisor.
- Change Password

Hold / Resume a Call

You can set an active call to on-hold, and resume back to an active call. You cannot start a new call when the current call is on hold, you can only transfer or consult.

Click the Hold button.
To make the call active again, click the Resume button.