Dialpad in ACW State

The Dialpad is active when the Agent is in the wrap-up state. As soon as a call is enabled and patched to the agent, the Dialpad option gets disabled, even as the call is accepted by the agent. The Dialpad remains disabled during any call control change as well. The Dialpad button is enabled once the call ends. The agent would be able to dial an external number through the Dialpad. Based on the configured ACW, the Dial Pad and wrap-up state are active for the defined duration.

The following screenshot shows the active Dialpad.

The following screenshot shows the option to dial through the Dialpad.

Once the agent dials an external number using External and Dialpad options, the ACW is cleared, and the dialled call becomes active.

The following screenshot depicts the option to dial the configured external contacts.