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Phone Functions
Communication Panel provides tools to handle inbound and outbound phone calls.
Transfers, Consulting and Conferences

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
  - Transfer
  - Consult, and Make Assisted Transfer or Conference
- 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.

Transfers, Consulting and Conferences

You can transfer a call to an internal or external number (so-called blind transfer).

Or you can make a consultation call, and then either join the calls (so-called assisted transfer), or start a three-way conference.

Added in FP16.