Using the Emplifi Agent Interaction Widget

If you are configured to use Emplifi Agent Interaction, the Emplifi Agent Interaction widget displays as part of the Home Page window.

If you do not see the Emplifi Agent Interaction widget on the Home Page, you are not a member of a configuration that is set up to use Emplifi Agent Interaction. Contact your Emplifi Agent Administrator for assistance.

The Emplifi Agent Interaction widget has three views:

When you sign in to Emplifi Agent, the widget headset icon displays on the lower-right side of the Home Page.
The headset displays differently based on your status. For more information about statuses, see Setting Your Status. When a call comes in, you will see and hear the headset icon jingle. If Emplifi Agent is not the active window, the following dialog box will display.

When you click the headset icon, the Interaction Panel will display.
When you click the open/close button, the widget will fully expand to display the Select Interactions view.

Interaction Panel Options

The softphone buttons allow you to perform operations on the currently selected interaction in the Select Interactions view.

Icon	Name	Description
	Pickup	Answer the currently selected interaction.
	Hold	Places the caller on hold or takes the caller off hold.
	Mute	Mutes the caller. You will still be able to hear the caller, but the caller will not be able to hear you. This feature is not available when talking to other Emplifi Agent Interaction users. This function is not supported for Amazon Connect.
	Transfer	Initiates a call transfer. For more information, see Transferring Calls.
	Conference	Used to create a conference call and to add users to an existing conference. For more information, see Conference Calls.
	Show Case	Brings the Case window (if any) for the current interaction to the foreground. This function is not supported for Amazon Connect.
	Phone	Type the phone number that you want to call.
	Account Code (not labeled)	This is a required field when the Require Account Code on Dial check box is selected on the Telephony and Chat configuration. After you click the Dial button, a pop-up window will display. You are required to enter the account in the Account Code field before you can make the phone call.
	Workgroup	This is a required field when the Require Workgroup on Dial check box is selected on the Telephony and Chat configuration. After you click the Dial button, a pop-up window will display. In the Workgroup field, you are required to select one of your active workgroups or the "None" option before you can make the phone call. Select the workgroup that you want to associate to the call. Selecting a workgroup allows more accurate tracking of workgroup statistics and initiates call recordings based on workgroup settings.
	Dial	Dials the phone number entered into the Phone field.
	Status	Allows you to select your status and notifies the Emplifi Agent Interaction system and other users of your status.
	Until	This field is optional. Certain statuses allow you to set the date and time that you are returning (also referred to as the "Until date and time"). When you select a status that allows an optional date or time, the system enables this field. Click the drop-down arrow to select a date and time from the pop-up calendar. You can also enter a date and time directly.

Select Interactions Options

The Select Interactions view allows you to see information about all your current inbound and outbound interactions. This is where you will select a call to either pickup, transfer, or disconnect.

Button

Description

Initiates a call transfer that also includes the related case. For more information, see Transferring Calls.

This function is not supported for Amazon Connect.

Allows you to disconnect (hang up) from the current interaction.

Displays the Telephony Details window to view information specific to this Interaction. You can view the following:

User Name
User ID
Phone ID
Phone Name
Customer Name
Customer ID
SIP Server

For each interaction, the following information is displayed:

Column	Description
Name	If available, displays the name of the caller. For emails, this field displays the sender's email address.
Number	If available, displays the caller's phone number.
State	Displays the current state of the call. Call states include the following: Ringing, Connected, Disconnected, On Hold, Voice Mail (the caller is leaving a voice mail).
Queue	For ACD calls, displays the name of the queue from which a call is being delivered. For direct-dialed calls, this field displays the name of the recipient's personal queue, which is the same as their user ID.
Call ID	Displays a unique ID for each interaction in the system. Your system administrator may request this information when trying to troubleshoot call problems.

For more information, see Working with Interactions.