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Phone calls
Communication Panel provides tools to handle inbound and outbound phone calls.
Transfers, consulting, and conferences
Cold transfer

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.

Cold transfer

When you have an active call, you can transfer the call to an internal or external number without checking if the call is answered.

Search for the person you want to transfer the call to using one of these methods:

Search queues and agents
1. Enter the search term, such as agent name, in the search field at the bottom of the view and click Search.
2. Select the destination from the result list. Make sure the agent is logged in and has a phone icon indicating they can receive calls.
3. Click Transfer.
Use the Directory
1. Click the Directory and find the person.
2. Click the phone number and then select Transfer call [number].
Use the dial pad
1. Click the dial pad icon.
2. Enter the number, and click Transfer.