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Call Controls

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When you place or accept a call, the following call control panel is displayed:

  • Contact name or phone number [1]
  • Contact image [2]
  • Duration of the call [3]
  • Pause call recording [4]
  • The phone number you are calling from [5]
  • The phone number you are calling to [6]
  • Number's friendly name [7]
  • Number's ring groups [8]
  • Mute the call [9]
  • Place the call on hold [10]
  • Transfer the caller to another agent or manager [11]
  • Add a caller, agent or manager [12]
  • Open the keypad [13]
  • End the call [14]

While on the phone with a caller, you can use the following functions:

 

Pause Call Recording

If this feature has been enabled by your administrator, you will see a small pause button next to the call duration, on the call control window. To pause the recording, simply click the pause button [4]. This is a great feature if you wish to, for instance, prevent the recording of any sensitive information (i.e credit card details, etc.) during your call.

Once you hit pause, you will have a visual indicator showing the call recording as paused. To resume the call recording simply click the Resume button. 

 

 

Mute and hold

To mute a caller simply click the “Mute” button [9]. When a call is on mute, you can still hear your caller but the caller can't hear you.

You can also place a call on hold by clicking the “Hold” button [10]. When a call is on hold, the caller cannot hear you and you cannot hear the caller.  

 

 

Call Transfers (Warm, Blind, to Agents and Ring Groups)

When transferring calls [11] you have two possible options: blind and warm.

If you wish to talk to the receiving agent about the caller’s issue, give any background information that might be helpful and prepare him or her for the interaction, then you should choose 'Warm' as the transfer type. If you simply want to transfer the call without speaking with the agent, then you are looking for a 'Blind' transfer.

Once you have decided how you would like to transfer your call, you need to choose the destination. There are three different options: transfer to an external phone, transfer to an agent, transfer to a ring group. 

 

Call Conferencing

Call conferencing allows you to add guests to a call. A guest can be another agent, a customer/prospect/lead or a manager.

If you want to add one or more guests to the call for a conference call, click the “Add Guest” button [12].

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