On Call Controls

  1. Using the on-call controls that appear above the notes window, you can mute, hold, transfer or end a conversation.
  • Click the microphone icon to mute a call. Click the button again to unmute the call.
  • Click the pause button   to put a call on hold. Click the button again to release the call.
  • Click the red phone facing down icon   to end a call.
  • To transfer an incoming call, click the right arrow .
  • Click on the task icon to create a task (Generic/Callback) and assign to an agent, team, etc.
  • You can use the dialpad to choose digits while on call.
  • You can Pause Rec /Resume Rec on the call - This will appear to the agent only if the admin has enabled this for the agents.

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