Voice Components

• Voice components that can be used in flow

Flows and Configurations

• Set up an outgoing call flow
• Set up an incoming call flow

Receive Customer Calls

• Accepting New Customer Service Requests
• Handling Customer Conversations

Voice Controls

• Scheduled Callbacks
• On Call Controls
• How can I transfer calls to agents or teams?
• How can I add external numbers to the account for transfer?
• How can we create conference in an active call?
• After Conversation Work, Dispositions and Sub-Dispositions

General

• What’s the difference between a warm transfer and a cold transfer?
• How can I set a default caller ID for outgoing calls?
• Can I set an external number as caller ID?
• How can I enable or prevent agents from selecting or changing a caller ID when placing calls?
• How to set up Record Controls?