Skip to main content

Pop-up for Web Phone and IP Phone devices

During a call, agents can add notes for that call on a Pop-up. The pop-up will be hidden in the “View Popup” button and only appear when that button is clicked. This Pop-up can also be minimized to allow users to do other things while handling the call. The Pop-up is only available for users who receive the call after picking it up. 

"Finish” button in the popup:

  • This button is only clickable when the call is hung up.
  • The auto-countdown will happen according to the predefined wrap up time.
  • Once users click this button, the ACW (After Call Work) state will be cleared.

Minimize Pop-up to the Call Button​

  • If the user enables popup, the call button will become the “View Popup” button when the user state is "Talking/ACW."
  • If they click “End ACW” without submitting a note, the system will automatically save whatever the user has entered in the note. When the user state is Talking:

When the user state is ACW (After Call Work):

### Incoming Call

### Callback Call

### Campaign Call

### Incoming Call - WebPhone

Note:​

  • The Answer Script and the Agent Note will only be visible if enabled.
  • Learn more about user states on the Web phone.