Overview of call controls

In 8x8 Agent WorkspaceClosedThe brand new interface for 8x8 Contact Center agents to receive and process customer interactions., the Control Panel provides controls required to process incoming and outgoing phone interactions. The availability of the controls dynamically adjusts to the configured privileges and the processing state of an interaction. For example, when an agent accepts an incoming call, controls such as Hold, Mute, and Transfer get enabled. If an agent has the privileges to control call recording, then controls to start, pause, and resume call recording are enabled during an active call.

The following table summarizes the various call controls, their purpose and availability:

Phone control button Purpose
Mute Mutes self during an active call.
Hold Places an active call on hold.
Recordings Accesses saved recordings.
Record call/Stop recording Start recording an active call. (Availability is subject to privileges.)
Stop recording. (Availability is subject to privileges.)
Dialpad Enter a number during an active interaction.
Transfer Transfers an active call to another agent or queue.
Add participant Adds another agent to the call. The customer is placed on hold until the other agent is added to the conference call.
New SMS Use to send an SMS to the customer.
Hand up Ends an active call.

Note: Always use 8x8 AgentClosedAgents use the Agent Console to view and manage customer interactions. Virtual Contact Center supports Regular agents and Supervisor agents. Workspace call controls in 8x8 Agent Workspace to perform functions such as Mute or Hold, not the controls on your agent desk telephone.

8x8 Agent Workspace supports two phone lines: 1 and 2. When switching between two lines for the purposes of transferring a phone interaction or setting up a multi-party phone conference, 8x8 Agent Workspace automatically places the line you are switching from on hold.