Making and Receiving Calls

Making and Receiving Calls

Talkdesk Agents Certification

Summary

Get into the details of making and receiving calls in Talkdesk main web application, learning all about the functionalities that make your work easier.

Estimated time: ~45 min

Additional resources:

Not registered yet? Hover over the lessons to see a description.

Note: The 'Calls' section was previously called 'Recent Calls’ and 'Call History', and the Keypad was named ‘Call Bar’, so you may find these references in the videos and quizzes.

 

Lessons~45 min

  • Making and Receiving Calls
  • Outbound Caller ID

    Selecting the number used in your outbound calls.

  • Outbound Caller ID Quiz
  • Making a Call

    Making a call using Talkdesk in the browser.

  • Making a Call Quiz
  • Calling an Agent

    Agent-to-agent calls.

  • Calling an Agent Quiz
  • Receiving a Call

    Receiving a call using Talkdesk in the browser.

  • Receiving a Call Quiz
  • Merging a Call with Another Contact

    Associating another number to a saved contact, while on a call.

  • Merging a Call with Another Contact Quiz
  • Call Controls

    Controls and information available in the Keypad during a call.

  • Call Controls Quiz
  • Transfer Types

    Types of call transfers, and how to transfer a call.

  • Transfer Types Quiz
  • Transfer Options

    Options available when transferring a call.

  • Transfer Options Quiz
  • Call Conferencing

    How to do a conference call.

  • Call Conferencing Quiz
  • Call Notes

    How to add call notes to contacts.

  • Call Notes Quiz
  • Call Dispositions

    Classifying the outcome of calls with call disposition codes.

  • Call Dispositions Quiz
  • What's next?

    See which course you should take next.

Summary

Get into the details of making and receiving calls in Talkdesk main web application, learning all about the functionalities that make your work easier.

Estimated time: ~45 min

Additional resources:

Not registered yet? Hover over the lessons to see a description.

Note: The 'Calls' section was previously called 'Recent Calls’ and 'Call History', and the Keypad was named ‘Call Bar’, so you may find these references in the videos and quizzes.

 

Lessons~45 min

  • Making and Receiving Calls
  • Outbound Caller ID

    Selecting the number used in your outbound calls.

  • Outbound Caller ID Quiz
  • Making a Call

    Making a call using Talkdesk in the browser.

  • Making a Call Quiz
  • Calling an Agent

    Agent-to-agent calls.

  • Calling an Agent Quiz
  • Receiving a Call

    Receiving a call using Talkdesk in the browser.

  • Receiving a Call Quiz
  • Merging a Call with Another Contact

    Associating another number to a saved contact, while on a call.

  • Merging a Call with Another Contact Quiz
  • Call Controls

    Controls and information available in the Keypad during a call.

  • Call Controls Quiz
  • Transfer Types

    Types of call transfers, and how to transfer a call.

  • Transfer Types Quiz
  • Transfer Options

    Options available when transferring a call.

  • Transfer Options Quiz
  • Call Conferencing

    How to do a conference call.

  • Call Conferencing Quiz
  • Call Notes

    How to add call notes to contacts.

  • Call Notes Quiz
  • Call Dispositions

    Classifying the outcome of calls with call disposition codes.

  • Call Dispositions Quiz
  • What's next?

    See which course you should take next.