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Phone Functions
Communication Panel provides tools to handle inbound and outbound phone calls.
Make a Phone Call
Hold / Resume a Call

Phone Functions
Communication Panel provides tools to handle inbound and outbound phone calls.
- Accept and Decline Calls
- Make a Phone Call
- 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.
- Record a Call
- Internal Notes
- Voicemails
  You may have a personal voicemail box, and you may have access to one or more queue voicemail boxes.

Hold / Resume a Call

You can set an active call to on-hold, and resume back to an active call. You cannot start a new call when the current call is on hold, you can only transfer or consult.

Click the Hold button.
To make the call active again, click the Resume button.