Making an Outgoing Call
To make a call use any of the following methods:
To place the current connected call on hold using the SoftConsole, click or press F4. To hold and answer the next call in one action, press F7.
Held calls are shown in the Held Calls panel. The time for which a call will remain on hold if the user who held it is free is controlled by the telephone system, the default is 15 seconds. Consult your System Administrator for details on how to configure this option.
The Held Call Panel contains a list of all the SoftConsole users held calls. You can sort the list by clicking the corresponding column header. Clicking a row in the list selects the call so the operator can answer or transfer the call.
The toolbar at the top of the panel allows the following actions.
Answer the Selected Held Call
Any held call can be answered when the call is in the Held Calls Panel. Select the relevant call and then click this button.
Answer Longest Held Call
Answers the call that has been held longest.
Conference with Held Calls
Creates a conference with the current call and all the held calls.
Transfer Held Call
Transfers the selected held call (unsupervised transfer)
Note: Right click in the Held Calls panel causes a pop-up menu to be displayed. It offers the same options as the toolbar buttons.
To Hold a Call Against a Busy Extension
If an extension is busy, a call can be placed on hold against the busy extension number by pressing Ctrl+B. The caller is put on hold until the hold against timeout occurs (45 seconds) or until the destination extension becomes free. The call is then automatically presented back to the operator indicating why it is being returned. The operator can then reattempt the transfer or answer the call.