As soon as you have accepted a call, you control it with the buttons of the Softphone group. Transferring and consultation calls describes how to transfer and bring in colleagues.
Holding and retrieving
Click Hold. The caller waits and hears your phone system’s hold music; the hand on the button turns orange. Another click brings them back.
- In the list in the Conversations module, the call then shows On hold.
- A running recording pauses while the caller is waiting and continues as soon as you bring them back.
- Listening to voicemails and recordings cannot be put on hold.
Switching between calls
If you have several calls at once, Calls lists them with name or phone number: green for the call you are currently talking in, orange for the held ones, blue for all others, such as one that is still being set up. Clicking a held call brings it back and holds all others; a call that is still ringing is canceled in the process. The Attached data module then shows the data of the selected call.
During a consultation call, you switch between caller and colleague with Hold — see Toggling between calls.
Muting
Mute turns off your microphone; the button is then red. The caller cannot hear you; you can still hear them. Another click turns the microphone back on. When all your calls have ended, the Agent cancels muting by itself.
Sending touch tones
If the other party expects touch tones — such as a voice menu you called yourself — type the digits into the phone number field of the dial pad during the call: the digits 0 to 9, * and #, also on the numeric keypad. There is no keypad to click on.
Ending the call
Click Terminate. The call also ends for the caller, and your wrap-up begins. If the caller hangs up first, the call ends on your side by itself.
- During a consultation call, Terminate only ends the consultation call; the caller stays with you.
- If the caller is currently waiting, first bring them back with Hold and then end the call.
- If the caller has already hung up while it was ringing for you, the call ends as soon as you accept.
What the caller hears
| Situation | The caller hears |
|---|---|
| They are waiting for an agent or being connected to an agent | the hold music the flow provides for this |
| You put them on hold | your phone system’s hold music |
| You have transferred them to a skill | the flow’s hold music again |
| The call is being translated | your words as a translation in their language — see Changing the language |