Can an Agent place an outbound call through a dialer?

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• Can the TernioSwitch mobile app be used for agents with an outbound Personal Connection Dialer skill? I know you can place outbound calls, but does the app have the capability of going into a “Working” state for a Personal Connection dialer skill?

  We do not have the ability for an agent to sign into a dialer skill, however it does work with Blended dialer skills.

• Conferencing & Transferring a call to another agent on inContact- the proper sequence

  After receiving an incoming call, the agent can look up another agent in the list and click on "Consult".  The other agent will accept the call.   The proper sequence to use to transfer the call on the inContact platform is to click on "Conference" ...

• Why does my agent leg stay logged in so long after I end the call on TernioCX (CXOne)?

  The agent phone timeout can be adjusted to whatever works for your team. The default is 30 seconds. Go to ACD, then ACD Settings, then Station Profiles. This is where profiles are created and managed. Create a new profile for the timeout that works ...

• How do agent to agent consults work?

  When you click "Agents" on the TernioSwitch you will see your list of agents.  Each agent will show if they are available, on a call or unavailable.  If an agent is available (showing a green light) and you want to consult with them, you simply click ...

• Can my call data from the TernioSwitch go into our Salesforce application?

  The simple answer is yes. It will require an IVR implementation build which is an add on feature for Ternio on the CXOne platform. The IVR integration can be used to lookup and push data from the contacts from CXOne platform to your Salesforce ...