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.
Dialpad Enter a destination phone number in the number field, and click Dial to initiate an outbound call.
Talking button appears during an active call instead of Dial button.
Transfer Transfers an active call from one phone line to another.
Start recording/ Pause recording Stops recording an active call. (Availability is subject to privileges)
Resumes recording. (Availability is subject to privileges)
End Call Ends an active call after selecting mandatory transaction codes, if any.

Note: Always use 8x8 Agent ConsoleClosed8x8 Contact Center's browser-based graphical user interface (GUI) used by Agents to manage customer interactions. call controls in 8x8 AgentClosedAgents use the Agent Console to view and manage customer interactions. Virtual Contact Center supports Regular agents and Supervisor agents. Workspace to perform functions such as Mute or Hold, not the controls on your agent desk telephone.