When you are on an active call, several functions are available.

Transfer Calls

Using this feature, you can redirect your call to another agent.

To transfer calls:

1. Click Transfer.

2. In the window that opens, enter the number of the agent to whom you want to transfer the call in the input field.

3. Choose any of the two options:
   ​Transfer Now: the call will be transferred directly to another agent.
   Talk First: you can talk to the agent before transferring the call to them.

   

Mute Calls

Use the mute function to make your microphone silent. You’ll still be able to hear the other party while they don't hear you.

Click Mute to mute calls. Click Unmute to let the other party hear you again.

Hold Calls

Click the hold button to place your active call on hold. Click Unhold to reconnect to the call.

Keypad

Sometimes, you need to have a keypad in front of you during a call. For example, you can use it to listen, whisper, and barge. Click the Keypad button and then press digits on the keypad that appears.

Your ongoing call(s) will be displayed in the green header above the keypad.

Add Call

1. Click Add Call.

2. In the window that opens, enter the number to call.

3. Click the dial button.

   

Multi Lines

One agent can add calls and have up to six calls at a time. All of them are displayed in a list of active calls. If you are on one call, other lines are put on hold.

Conference Call

To add a call on hold to the conference, click the merge button next to it. If you end the conference, all participants are disconnected.

Volume Sliders

The sliders let you adjust the microphone and speaker volume during a call. They are synchronized with system volume.