Call Handling
Updated at February 26th, 2025
Table of Contents
Receiving an inbound call
Direct
A direct call is when another user on the Cirrus platform calls an agent. This also applies to agents/users with a dedicated telephone number for external parties to contact the agent/user.
When a direct call is received the call is displayed directly in the center section of the screen as seen below.
Note that the in call functions are limited to:
- Answer
- Hold
- Dialpad
- Shuttle
- Transfer
- End
- Mute
- Record call
Routed calls
The router processes these routed calls according to its settings and directs them to agents, displaying them in the queue section of the screen.
Note that routed calls have access to additional in call functions including:
- Requeue
- Park
- Private Park
- Answer
- Hold
- Dialpad
- Shuttle
- Transfer
- End
- Mute
- Record call
- Qualifiers
- Complete
- ACW (After Call Work) Timer
In-Call Functionality
Answer
Click the green answer button to accept the phone call.
Hold
Places the call on hold. To take the call off hold, click the ‘Unhold’ button.
Dialpad
When making an outbound call, clicking the ‘Dialpad’ button will allow users to press options to navigate a phone menu.
Shuttle
The shuttle button can be used when a 3rd call has been initiated and the agent/user wants to swap between the two callers. For example, a call is answered by an agent who then needs to consult another agent. Whilst on the 1st call, the agent searches for the 2nd agents name in the directory and establishes the call.
Transfer
Once you have two parties connected, click the transfer button to transfer the call.
End
Click the ‘End’ button to release the call.
Mute
Clicking ‘Mute’ will silence the agent/user's microphone.
Record Call
Depending on how your Cirrus Connect platform has been configured, agents/users can start and stop call recording using this button.
| Call is not yet being recorded |  |
| Call is being recorded |  |
Clicking the small drop down arrow displays further options | |
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Set Marker and Notes
Click ‘Set marker now’ to add a marker to the recording for supervisors to identify points in the call to especially review. Optionally, add a note before clicking ‘Set marker now’. This will then be raised to supervisors via the reporting suite.
e.g An agent is dealing with an abusive caller. The agent can type ‘Abusive’ and click the marker. |
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Suspend / Resume Recording
Click Suspend and Resume to pause the call recording. When the recording is listened back, any part of the call that is suspended plays intermittant pips. |
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Qualifiers
Sometimes your company is interested in the different types of calls. With this information, the call flow can be fine-tuned to provide a better service and redirect the caller to the correct department. This option is supported by the Qualification feature and is only applicable for routed interactions.
If your company uses the Qualification feature, the dropdown list with the available qualifiers is unfolded automatically when you finish a routed call and the after-call-work time is activated. Click on the appropriate qualifications. You can also assign the Qualifiers during the call.
Qualifiers are configured by the system administrators only.
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With admin setting of ‘Multiple call qualification’ switch OFF  |
With admin setting of ‘Multiple call qualification’ switch ON  |
Agents can select one, or multiple qualifiers, and then click Save.
During a call
If a qualifier is set during the call, the call is not disconnected.
Post call
If a qualifier is not set during the call, the agent has the time during their ACW (After Call Work) to set the qualifier. Once set, the interaction is marked as complete.
Complete
Clicking the ‘Complete’ button after a call has ended will close the interaction. Note that if clicked before a Qualifier is set then the interaction cannot have a qualifier set manually.
ACW (After Call Work)
ACW (After call work) is sometimes referred to as ‘Wrap’ or ‘Wrap Up’. This is a timer that is configured by admins and supervisors for each individual router (queue).
By clicking the clock icon, the ACW time can be extended by 1-minute increments.
Requeue
Routed calls can be easily placed back into the same queue, transferred to another queue or transferred to a specific Agent via the requeue button.
Back into the same router (queue)
Once an inbound call has been answered, click the main area of the button to send the call back into the same router (queue) that the call was received on.
Send to a different router
Click the small drop-down arrow to the side of the ‘Requeue’ button to send the call to a different router.
Advanced Requeue
Clicking on ‘Advanced..’ displays a pop-up where the router can be selected along with additional fields such as ‘Priority’, ‘Skill1’ and ‘Skill2’.
Transfer Requeue
A transfer requeue can be used if the call needs to be placed back into the same, or different, router but directed to a specific agent. The priority level can also be changed.
In the example shown below, Ava has answered a call from the accounts router and performs a ‘Transfer Requeue’ to Carlos. At the same time, Ava retains the ‘Accounts’ router but elevates the priority to ‘High’.
Park
When you have accepted a conversation but cannot handle it immediately, you can park the conversation. It will be placed in a Parking Queue, allowing you to take on another conversation if needed. The parked conversation can be manually retrieved from the Queue by you or other Agents.
Private Park
You can also park the conversation privately. In this case, the conversation is placed in the Parking Queue under your name. Other Agents will not see it, and you will be the only one who can retrieve it.
Making an outbound call
- Type the name of the contact or telephone number into the search box.
- Some contacts may have several numbers registered. If you want to call one of these numbers specifically, click to unfold the details of this contact and click on the number.
- Click the phone icon to place the outbound call.
- The call is launched and will present the in-call functionality options.
- If you are logged in with a mobile number, the call will be set up via your mobile device. You will first be called by the system. Answer this call so the connection is made with your mobile device and then the system will set up the call to the destination that you intended to call.
