Making internal calls

Who should read this article: All users

Search and dial internal targets by name or extension from Agent Panel.

Introduction

You can use Agent Panel to place direct internal calls to users who have an extension configured. This allows you to contact colleagues by typing either their name or extension in the dial pad search field. If there are matching internal users, Agent Panel displays a link to a list of matching search results. Click the link to view a list of agents, then select a name to automatically dial the call.

Dialing by extension

You can place a direct call to another user in your contact center by entering their extension in the Enter number or name... field. Follow these steps:

1. Click the Agent Panel icon in the navigation bar to open Agent Panel or Agent Workspace.
2. Start typing the target's extension in the Enter number or name... field.
3. Search results are displayed:
   • If the search feature finds a unique match, the Call {agent_name} button is displayed. Click the button to call the agent.
   • If the search feature finds two or more matches, the Found {x} agents search link is displayed. Click the link to see a list of agent accounts that match the number. Click an agent name in the list to call the agent.
   • If the number you entered does not match an account, No agents found is displayed.

Dialing by name

You can place a direct call to another user in your contact center by entering their name in the Enter number or name... field. Follow these steps:

1. Click the Agent Panel icon in the navigation bar to open Agent Panel or Agent Workspace.
2. Start typing the target's name in the Enter number or name... field.
3. Search results are displayed:
   • If the search feature finds a unique match, the Call {agent_name} button is displayed. Click the button to call the agent.
   • If the search feature finds two or more matches, the Found {x} agents search link is displayed. Click the link to see a list of agent accounts that match the name. Click an agent name in the list to call the agent.
   • If the name you entered does not match an account, No agents found is displayed.