Voice Controls

You can mute, hold, or end a conversation using the on-call controls that appear above the notes window.

1. To mute a call, click the microphone icon with a dash going through it. To unmute the call, click the button again.
2. To put a call on hold, click the pause button. To take the call off hold, click the button again.
3. To end a call, click the red phone facing down icon.

1. After ending a call with a customer, a wrap-up panel will appear in which you can detail information regarding the conversation.
2. Here you can note the conversation disposition, such as “issue resolved” or “callback requested,” you can also fill in any additional wrap-up notes detailing the conversation.  
3. Once finished, click End Wrap-up, and the information will be synced back to the help desk.