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Mute - Place your mic on mute so that the other party can't hear you. Select the icon again to take yourself off mute. |
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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 your colleague) or call first (place customer on hold and announce them to your colleague before completing a transfer.) |
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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. |
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Hang-up call – Selecting the hang-up button ends the call for all parties. |
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Open CRM record – If you select the initials of the record, this opens the CRM record in D365. |
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Call Duration – Time spent on a call. |
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Call Controls - In-Call Options
