Check the current call state
Open Contact Center → Agent Workspace. Review the current line, caller and status before using the call controls.
If the phone is active on another device, resolve the intended calling session before trying to place a call. Use Full phone for the full webphone and its device controls.
Use the contact worklist
- Search
- Find a contact, company or number and load the intended record.
- Recent
- Return to contacts from recent work.
- Pinned
- Find contacts you have pinned for access.
- Queue
- Review deferred callers waiting in the workspace worklist.
The workspace states that an exact incoming match can open automatically. If no contact is loaded, search and confirm the person before saving information.
Work with the loaded contact
The Customer tools area shows one task panel at a time: Actions, Notes, Follow-up or Customer.
Actions follow the current customer and call state. Use the full-profile or edit-contact link when you need more context. A disabled call control is a reason to check the current state, not to repeatedly retry it.
Save notes and arrange follow-up
The Notes panel lets you draft locally while speaking, then use Save note to attach the note to the contact. Treat a local draft as unfinished until it has been saved.
Use Follow-up for the next action and review the details shown before confirming it. Appointment reminder preferences control timing and delivery channels separately from browser call alerts.
Leave useful context for the next person
Before moving to another contact, check that the intended record is still loaded, save any final note and confirm the agreed next action.
For a workspace problem, report the browser, time and timezone, current status and relevant call or contact reference. Keep credentials and unrelated customer records out of the request.