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Phone calls
Communication Panel provides tools to handle inbound and outbound phone calls.
Recordings
If your administrator has configured call recording, you can access the recordings through the History view.
Download a recording

Phone calls
Communication Panel provides tools to handle inbound and outbound phone calls.
- Transfers, consulting, and conferences
- Create and manage callbacks
  Customers may leave the callback request instead of waiting in the queue. This is possible when a callback is enabled in a queue. When an agent accepts the request, an outbound call is made to the customer. Agents can also create callback requests.
- Voicemails
- Dial pad
- Simultaneous ring mode (SRM)
- Video assistance
  With video assistance, you can invite the customer to share video from their mobile device during a phone call.
- Live transcription and AI analysis
- Recordings
  If your administrator has configured call recording, you can access the recordings through the History view.

Download a recording

To download a recording to local machine, click the Download button.

Depending on the system configuration, you may be prompted to enter a reason for download. Each download of a recording is logged and displayed in the Recording Activity Log. The call recording is then downloaded to the browser's defined download file location.