Merge
Once you are trained on dispatch you will be given this feature
When an engineer calls in to pick up a job you will be able to see all the open messages
where the caller history normally appears.
At the bottom of each messages it will say who we have tried to pass the call to (see message testing)
You will need to find the call that is for the engineer and click on the blue text
You will then need to click on 'Merge this call with testing', this will then link your call to the call into dispatch and open the call and its details. You will then need to fill out the correct action like you would normally do for a dispatch call.