Overview: Interaction call controls
(App)

This article provides an overview of the call controls on an interaction in App.

In this article

Overview

Within an active interaction there are several control buttons for you to use. These controls give you the ability to take a specific action on the interaction, like transferring to another agent or placing a voice interaction on hold. These controls populate based on the interaction’s communication type and are visible when you have the Customer Details tab open.

Call controls for voice interactions

These are the buttons available to the user when engaged in a voice call interaction.

• Hang up (A): Ends call between agent and customer.

• Mute (B): Turns off the agent’s microphone on the call, so the caller can’t hear the agent.

• Audio Settings Menu (C): This button opens the audio settings menu shown below, where you can select which microphone and speaker you would like to use while actively engaging on the call. See Modify the audio settings on an interaction (App).

• Hold (D): Places the caller on hold and plays hold music.

• Transfer (E): Opens transfer workspace to send the call to another user.

• Call Recording (F): Start/Pause call recording between you and the customer. 

Note: This feature is not available for all queues.

Call controls for web chat, SMS, and email interactions

These are the buttons available to the user when engaged in web chat, SMS, or email interactions.

• Create a Call (A): This button is only available when the customer has a phone number listed here. Clicking this button initiates a call between the agent and customer.

• Transfer (B): Opens transfer workspace to send the interaction to another user.

Read more

• Mute a call on an interaction (App)

• Modify the audio settings on an interaction (App)

• Perform an attended transfer on an interaction (App)

• Perform a blind transfer on an interaction (App)