Receive an Inbound Call

Inbound calls appear automatically in Agent when you set your stateThe availability status of an agent. to Available.

1. Set your stateThe availability status of an agent. to Available.

2. When an incoming call appears, answer your phone to accept the call.

   NICE inContact connects you to the contact and the call state becomes Active.

3. When you finish speaking with the contact, click the Hang Up button.

During the call, you might need to mute, hold, mask, record, conference, or transfer.