Voice

You can use FrontRange Voice, also known as IPCM (IP Communications Management), with HEAT to make the Service Desk accessible over the phone to customers and for agent-to-agent phone communication within your organization. Using the integrated Voice toolbar, Service Desk Analysts or agents do not need to leave the Cloud environment to answer calls from customers, transfer calls to other agents, conference in other agents, etc.

If IPCMIP Communications Management is configured to automatically create incidents when customers call, the system can also create incidents in HEAT from the customer phone calls.

Using the IPCM Agent dashboard, Service Desk Managers or users designated as agent supervisors can route calls based on the availability and skills of individual agents, view agent status, assign calls in queue, request call recording, and so on.

Before proceeding with the following tasks, ensure that you have installed and configured IPCM.

The Voice Toolbar

If Communicator is not open, the system disables the Dial field and button on the toolbar.

To use the Voice toolbar, your employee profile must have the Enable Voice option selected (see Enabling Voice for a User) and the option Is Voice Agent option selected (see Configuring Voice Agent Properties).

If you are using IPCM with HEAT, you see the following Voice toolbar when you log in:

Voice Toolbar

The following describes the Voice toolbar parts:

Toolbar button	Function	Description
	Ready	Update your status to ready, which means that you are ready to accept calls. Note: If this button is disabled, there might be connectivity issues with the IPCM server.
	Not Ready	Updates your status to not ready. Select a reason from the drop-down list. Note: If this button is disabled, there might be connectivity issues with the IPCM server.
	Answer Call	Answers a call. Note: If this button is disabled, there might be connectivity issues with the IPCM server.
	Alternate Call	Switches between calls.
	Hold Call	Puts the current call on hold.
	Retrieve Call	Retrieves a call that is on hold.
	Phone Number and Dial Call	Starts a call. Enter the phone number and click Dial. If you disable this field, the system does not open Communicator.
	Single step transfer	Transfers the active call to another agent in a single step. Enter the phone number and then click Single Step Transfer.
	Single step conference	Creates a conference call with the customer and another agent in a single step. Enter the phone number and then click Single Step Conference.
	Transfer call	Allows you to first talk to another agent and then transfer the call to another agent. Enter the phone number and click Dial. The system puts the original call on hold while the agents talk. To pass the call to the other agent, click Transfer Call.
	Conference	Creates a conference call with the customer and another agent. Enter the phone number and click Dial. The system puts the original call on hold while the agents talk. To add the other agent to the conference call, click Conference.
	Hangup call	Ends the call.
	IPCM Settings	Assigns you to a different extension. The extension you enter must be registered with IPCM. Your browser reloads and the system associates the new extension with your login. The new extension is active until you switch back to the original one.