# Call Handling
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{% hint style="danger" %}
For detailed phone feature settings, refer to the **Phone Guide** in *Service Management.*
{% endhint %}
## **➊ Set Call Permissions**
* In the **Contract Details** of the current service, enable the following options:
* **Use Phone CTI – IB (Inbound)**
* **Use Phone CTI – OB (Outbound)**
* In **Service Management → Agents**, grant **phone call permissions** to agents who will handle calls.
* In **Global Management → CTI Management → CTI Settings**, configure your **CTI information**.
* In **Global Management → CTI Management → CTI Agent Management**, assign the **CTI ID** and **CTI number** to agents who will handle phone consultations.
{% hint style="info" %}
If you have difficulty obtaining CTI information, please contact the **Contiple Customer Center**.
[Go to Contiple Customer Center](https://nhn-contact.oc.nhncloud.com/oc/hc/)
{% endhint %}
***
## **➋ Start Call Support**
### **2-1. CTI Login and Status Management**
* Click the **Call Widget** on the right side of the screen to open the dialog box for CTI functions.
* Click **CTI Login** to connect to the CTI system.
* Upon login, the agent’s **status is set to default**, and you can change it using the **status button** as needed.
* Business : Indicates the agent is occupied with other tasks; incoming calls will **not be assigned**.
* Ready : Indicates the agent is **ready to receive** incoming calls.
* Rest : Indicates the agent is on a break; incoming calls will **not be assigned**.
***
### **2-2. Answering Calls**
* When a call is received by an agent in **Ready** status, the **Call Widget** blinks to indicate an incoming call.
* Click **Answer** on the widget to connect with the customer.
* Once the call is connected, a **ticket is automatically created**, and the system navigates to the **Ticket Management** screen.
* If the call is not answered within the designated **call pickup time**, the call is retrieved according to the scenario settings and reassigned to another agent in **Ready** status.
***
### **2-3.** Making Calls
* While logged in to CTI, click the **Dial up** button on the **Call Widget** to open the dialing dialog box.
* Enter the **customer number** or select a **registered outbound number**, then click **Confirm** to place the call.
* Only outbound numbers registered in **Service Management → Call → Calling Number** can be used.
* When the call is in progress, the agent’s status automatically changes to **Dialing**.
* Once the call is connected, a **ticket is automatically created**, and the system navigates to the **Ticket Management** screen.
{% hint style="info" %}
Ticket Creation Timing Settings
* In **Global Management → CTI Management**, you can configure the **Automatic Outbound Ticket Creation** setting.
* Disabled : A ticket is automatically created only when the call is connected with the customer.
* Enabled : A ticket is automatically created as soon as the call is placed, regardless of whether the call is connected.
{% endhint %}
***
## **➌ Handle Call Support**
This section explains the functions available **while a call is in progress**.
### **3-1. Call Transfer**
#### **① Call Transfer**
* During an active call, you can **transfer the call** to another agent.
* Click the **Transfer** button to open the transfer dialog box.
* Enter the **transfer number**. There are three available methods:
* Direct Input : Enter the phone number manually, then click **Consultation Call** to initiate the transfer.
* Frequently Used Numbers : Click **Add** to register a frequently used transfer number, then click **Connect** to transfer the call.
* Select from Available Agents : View or search for agents currently in **Ready** status at the bottom of the dialog, then click **Connect** to transfer the call.
#### **② Consultation Call and Reconnecting with the Customer**
* When a **consultation call** is initiated, the agent’s status changes to **On Call (Transfer in Progress)**, and the **Connect to Customer** and **Cancel** buttons become active.
* After consulting with the other agent, click **Connect to Customer** to complete the call transfer.
* To cancel the consultation call, click **Cancel**. The agent’s status changes to **On Hold**.
* While in **On Hold** status, click **Resume** to reconnect with the customer.
***
### **3-2. Force Disconnect**
* This function is used when a call must be terminated due to reasons such as **abusive language, threats, or inappropriate behavior** from the customer.
* When **Force Disconnect** is executed, a **predefined voice message** is played to the customer, and the call is then terminated.
***
### **3-3. Call Hold**
* Use this function to **temporarily pause a customer call**.
* When you click **Hold**, the agent’s status changes to **On Hold**, and **hold music** is played to the customer.
* Click **Resume** to release the hold and continue the conversation.
***
## **➍ End Call**
* When the call ends, the agent’s status changes to **Business(Ticket Processing)**.
* While in **Business** status, incoming calls are **not assigned** to the agent.
* After completing the necessary tasks, change the status to **Ready** to receive new calls or select another status as needed.
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