Making an Enquiry Call

The following describes the process of making an enquiry call as an Agent on an inbound call made to a queue. Initiating and navigating this process is done primarily using the Agent's DTMF keys.

Before this type of call can be made, the Mid-call Menu will need to be enabled for the relevant service, followed by the intended queue.

Enquiry calls are chargeable, with their cost determined by a tariff associated with the service.

Implementation

  1. Press #. This will place the caller on hold, during which they will hear a tone and the Agent will hear an audible menu listing options to proceed. At any time, the Agent may press 1 to return to the original call.

    If any custom options have been added to the mid-call menu for this queue, the Agent can choose one while the mid-call menu is active, as needed. The custom options 0, 5, 6, 7, 8, and 9 are selectable using the corresponding DTMF key, whereas options 10-24 are only accessible to users of the Cxp Agent Experience, by pressing the ENQUIRY button. If a custom option is chosen, the call will be moved along the corresponding path of the IVR, and the Agent will hang up from it.

  2. With the menu active, press 3 to initiate the enquiry call. The Agent will be prompted to dial the intended number or extension, and a call attempt is then made:
    • If the enquiry call is picked up, the Agent can talk to the third party about the caller's enquiry.
    • If the enquiry call fails to connect for any reason, the Agent is returned to the first menu, from where they can either resume the original call, or attempt another enquiry call.
  3. At any point while connected with the third party, the Agent can press # again to enter a second menu, giving them the following options:
    • Press 1 to return to the original call, ending the enquiry call and exiting the menu.
    • Press 2 to connect the caller with the third party, causing the Agent to exit the call.

      This is often referred to as "patching the caller through".

    • Press 3 to end the enquiry call, returning the Agent to the previous menu without ending the original call. The Agent can then either resume the original call, or attempt another enquiry call if needed.
    • Press 4 to initiate a three-way call between the caller, the Agent, and the third party. This exits the menu.