Your manager/supervisor will put you in call queues that will filter the type of calls you will receive during your shift. Once logged in to Purecloud and your systems are set up for the day, you will want to make sure you go on queue so you can start answering calls. A normal call will look like the following in Purecloud:

1. You will be alerted that a phone call. You will be able to see where the phone call is coming in from, the guest's phone number and the type of call you should expect so you can prepare for what system you may need to pull up 

3. While you are on a call, you will have a panel of icons to choose from that will do certain actions within a call. 

4. To transfer a call you will want to click the arrow button. Then you can type in the name or location of where you would like the call to go. If it is an external number you may also transfer, but will have to type in the actual phone number of the person you are transferring the call to. 

5. To put a guest on hold, you will want to click on the pause button. The guest will then not be able to hear anything on your end. This will allow you time to consult others for help, contact supervisors, or take an extra second to complete an order. If it seems like the hold may last longer than 5 minutes, get the guest's phone number and information and ask to call them back. 

6. To mute yourself (in the event you need to cough, clear your throat, or take a drink) click the microphone button. Do not use this in replacement of putting a guest on hold. 

7. To hang up, you will hit the button with the phone and the arrow. Normally a guest will end the call, but you can click this button to end to the conversation. 

8. To answer the next call, you need to complete a Wrap up code, this tells us what the call was about