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Call Controls (Legacy)

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IMPORTANT: On February 21, 2022, we announced the End of Life of the Main Dialer (sometimes also referred to as “Keypad”). 

Conversations is replacing the Main Dialer. The Main Dialer features previously described in this article are now available in Conversations.

Jump to Conversations documentation

Access Talkdesk Agent Workspace documentation here.

 

Callbar (Legacy)

For instructions on how to use the different call controls available in Callbar, please check the article Using Callbar.

 

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. 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 call, simply click the “Mute” button. 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. 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 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 the agent 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.

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