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 automatically*
CRM screen will pop up with customer record based on phone number
*Automatic answer is a setting that can be configured. If this isn't enabled, agent will be able to either accept or decline 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