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

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.

Mute / Unmute

You can mute or unmute your microphone during an active phone call.

Click the Mute button. The call screen indicates that your microphone is muted.
Click the Unmute button. You can continue talking in the call.