About the Call Control Panel

The Call Control panel appears at the bottom of your screen whenever you're on a call or listening to a call. Here you can perform basic actions such as placing a caller on hold or transferring your call. 

Your Call Control Panel

In order from left to right, your Call Control panel includes: 
  • Customer Name: View the name of the customer you're on a call with. 
  • Agent Name: View the name of all agents connected to the call. 
  • Numpad: Click to access the number pad and dial numbers on the call (e.g., when entering the extension of the person you are calling). 
  • Transfer call: Click to transfer your call to another queue or phone number. 
  • Invite Agent: Click to add another available call center agent to your call. 
  • Mute: Click to mute your microphone.  
  • Hold: Click to put your caller on hold. 
  • Call Duration: View your call's current processing time. 
  • End/Leave Call: Click to end your current call or to leave a call when another agent is connected. 
In the example above, John Smith (customer) is speaking with Clay Adams (agent), your mic is muted, and you see "Leave Call" on the right because you're listening to the existing call.  

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