If you are a back-office agent who is using the Knowledge Worker desktop mode, you can make direct calls to another agent. 

Calling an Agent

To call another agent from your Agent Desktop:

  1. Log in to Agent Desktop as Knowledge Worker.
    You are automatically in Ready mode.
  2. Go to Voice > Agents and find the required agent from the Agents list.
  3. Click on the phone icon () near the chat icon ().



    The voice call is initiated. 

Also, you can make the call by using the phone icon in the Chat window. 

  1. Go to Chat > Agents.
  2. Select the required agent from the chat history.
  3. Click on the phone icon () on the top right of the Chat window. 



    The voice call is initiated. 

When the call is in progress, use the mute icon () to mute/unmute the audio.