Call Control

			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. Select the icon again to take them off hold.
			Dial Pad – The dial pad is helpful to input a number to get through an IVR or enter data while on a call.
			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.)
			Conference Call – Selecting the hang-up button ends the call for all parties.
			Open CRM record – Clicking on the initials of the record opens the CRM record in D365.
			Call Duration – Time spent on a call.

In Call Transfer

	Select Transfer – Select the transfer icon to give you more options.
	Choose a colleague – This is the person you transfer the customer to.
	Call First – Place the customer on hold and announce them to your colleague before completing a transfer.
	Blind Transfer – Send the customer straight to your colleague.