- 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.