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Overview of Phone Controls

The Phone tab in the Control Panel provides all controls required to process both 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 End Call get enabled. If an agent has the privileges to control call recording, then controls to stop and resume call recording are enabled during an active call.

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

Phone Control Button Purpose
Dial/Talking 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.
Mute Mutes self during an active call.
Hold Places an active call on hold.
End Call Ends an active call after selecting mandatory transaction codes, if any.
Transfer Lines Transfers calls from one phone line to another.
Join Lines Joins calls on the two telephone lines to set up a conference.
Stop recording/Resume recording Stops recording an active call. (Availability is subject to privileges)
Resumes recording. (Availability is subject to privileges)

Note: Always use the Agent ConsoleVirtual Contact Center's browser-based graphical user interface (GUI) used by Agents to manage customer interactions. phone controls to select phone lines or perform functions such as Mute or Hold, but not the controls on your agent telephone.

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

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