There are several controls available when on a call as detailed below.
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Mute - Set your mic to mute so that the other party can’t hear you. Select the icon again to turn mute off. |
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On-Hold - Place the customer on-hold until you select the icon again to take them off-hold. |
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Transfer - Blind transfer (send customer straight to a colleague) or call first (place customer on-hold and announce them to a colleague before completing a transfer.) |
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Dial Pad - The dial pad can be used to input a number to navigate an IVR or when selecting options on a call. |
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Hang-up call - Select to hang-up or end the call for all parties. |
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Open CRM record - Select the initials of the record to open the CRM record in D365. |
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Call Duration - Time spent on a call. |
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Minimize |
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Maximize
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