• Incoming calls: To receive incoming calls, the user must be logged in and set to Online status.
• Outgoing calls: Users can always make outgoing calls, no matter their login status.

ANSWERING CALLS

(1) Requester information: Click to view and update requester details.

(2) Previous tickets and calls from requester.

(3) Adjust ringtone volume.

(4) Show dial pad.

(5) Convert the call into a ticket while answering.

(6) Shows if the call is incoming or outgoing.

• Click the pencil icon to create a ticket for the call.
• Click View to view and update requester information if not already updated.
• Enter the information provided by the requester into the ticket, then click Send to create it.
• Users can download the call recording file.

END CALL

After the call ends, the system will wait a set time before the next call, allowing staff to take notes.

OUTGOING CALL

There are multiple ways to make an outgoing call to a customer:

1. Dial the number directly on your phone or softphone.
2. Use the dial pad in IZIHelp to make the call.

3. Call the customer directly from the call logs or call history.

4. Make a call directly from the ticket details.