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Getting Started
To start using Communication Panel, you need a user account and a login address.
Accept and Decline Calls

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

Accept and Decline Calls

When handling conversations from a queue, or receiving direct conversations, you see the caller's number and name (if available), or the queue name where the call came from, and the waiting time.

To accept a call, click the green Accept button.

For an incoming call: The information screen appears with the Recording, Join, Hold, Mute, and Hang Up buttons. The Join button is enabled only when there is a call on-hold and the consultation call active.

For a campaign call: The preview screen appears with customer information. You can choose one of Exclude, Skip, and Call buttons. For more information, see Outbound Campaigns.
To reject the call, click the red Decline button. The Conversations view closes, and a queue call is returned to the queue and a direct call is disconnected.