Handle Queue Calls on Linkus Mobile Client

Prerequisites

You have logged in to Linkus Mobile Client, and logged in to your call queue.
Linkus Mobile Client is enabled in Ring Strategy (Path: Account > Presence > > Ring Strategy).
The Call Waiting feature is enabled (Path: Account > Settings > Advanced > Call Waiting).

If an incoming queue call reaches your extension while you are on Linkus Mobile Client, an incoming call notification appears.

You can answer the call by tapping Accept (for iOS phone) or Answer(for Android phone).

Note: To implement this operation, make sure that the system administrator has granted your extension the permission to record calls.

During an active call, tap

(Record) on the call screen.

You can place a queue call on hold temporarily to gather information or consult with colleagues, and resume the call when you are ready.

To put a call on hold, tap (Hold) on the call screen during an active call.
The caller can not communication with you, and a pre-recorded audio file is played to the caller on hold.
To resume the call, tap (Hold) again on the call screen.
You and the caller can communication with each other now.

You may need to transfer calls to other departments, or colleagues if you cannot handle the issue yourself.

There are two types of call transfer:

Blind Transfer: Transfer an ongoing call to a third party immediately without giving him or her prior notification.
Attended Transfer: Put the ongoing call on hold and establish a second call with third party to pass on all relevant information and get his or her consent before transferring the call.

Perform a blind transfer

During an active call, tap (Blind) on the call screen.
The call is put on hold.
Select the desired individuals in any of the following ways:
- Contacts: Select a contact from your Linkus directory.
- Dialpad: Enter the desired phone number on the dialpad, then tap .
- Call Logs: Select a contact from call logs.
The current call is disconnected; The specified contact will receive the call. When the call is answered, the other two parties are connected.

Perform an attended transfer

During an active call, tap (Attended) on the call screen.
The call is put on hold.
Select the desired individual using either of the following methods.
- Contacts: Select a contact from your Linkus directory.
- Dialpad: Enter the desired phone number on the dialpad, then tap .
- Call Logs: Select a contact from call logs.
The specified extension user or contact will receive a call.
If the specified extension user or contact answers the call, you can talk to the contact to pass on all relevant information first, then tap Attended.
The current call is disconnected; The other two parties are connected.

You can add notes to a queue call during the call or in the wrap-up time.

Add notes in-call

During a queue call, you can add call notes to capture essential information or decision made in the conversation.

During an active call, tap (Call Notes).
In the call note panel, do as follows:
1. In the Call Disposition field, select one or more disposition codes as call tag.
2. In the Remark field, enter short descriptions to note down essential information for the call.
3. Tap Save.

Add notes in wrap-up time

When you finish a queue call and enter the wrap-up time, a call note panel will appear, where you can add or edit call notes.

Note: After call, you can check and edit call notes in the corresponding call log. For more information, see Manage Queue Call Logs.

In the Call Disposition field, select one or more disposition codes as call tag.
In the Remark field, enter short descriptions to note down essential information for the call.
At the top-right corner of the panel, tap Done.

You can end the call once you have successfully address the caller's concerns or completed the necessary actions.

To hang up a call, tap in the call screen.