Call Controls - In-Call Options

Call Controls

			Mute - Place your mic on mute so that the other party can't hear you. Select the icon again to take yourself off mute.
			On-Hold – Place the customer on hold until you select the icon again to take them off-hold.
			Transfer – Blind transfer (send customer straight to your colleague) or call first (place customer on hold and announce them to your colleague before completing a transfer.)
			Dial Pad – The dial pad is helpful if you need to input a number to get through an IVR or when selecting options on a call.
			Hang-up call – Selecting the hang-up button ends the call for all parties.
			Open CRM record – If you select the initials of the record, this opens the CRM record in D365.
			Call Duration – Time spent on a call.