Enabling the Mid-call Menu for a Service

During an inbound call to an Agent queue, the recipient Agent may be given the ability to put the caller on hold by pressing the hash (#) key, and then use an audible Mid-call Menu to perform certain actions including:

• Making an enquiry call.
• Initiating audio call recording.
• Any custom options added to the menu.

Access to this menu is granted on a per-queue basis, but before you can do that you will need to ensure it is enabled for the service as a whole.

Implementation

1. Access the relevant Service Details page.
   Viewing the details of a service...

   1. Access the details page for the intended Customer.

      How do I access the details of a specific Customer?

      1. Type the Customer’s name into the search field at the top of any page.
      2. Click the intended Customer in the search results. This opens the Customer Details page.

   2. Select the Services tab.

   3. Locate the intended service and click its Service Details link. This will open a new page.

2. At the bottom of the Service tab, select the Features sub-tab.

3. Under Chargeable Features, tick the Enable Mid-call Menu check box.
4. Scroll to the bottom of the page and click Save Changes.