While in a call the new interface appears for the agent as displayed below. Agents now have the addition of “Park”which will put leads on hold and give you a running total of the time on hold. A full breakdown of the menu options during a call are displayed below.

Click this button and you will hang up the lead currently on the line. Pressing hang up will terminate the current call.

Use this button to start and stop the recording, to avoid recording sensitive information such as payment details.

Click Park to place a lead on hold. This will prompt a timer for the duration of hold status. If the lead hangs up while on hold, you´ll see “hang up” flicker here.

Once you have clicked “park”, you will see the “grab” option to resume a call. You´ll see “hangup” flicker here if the lead hangs up while on hold.

Click this button during a call if you need to press numbers from a number pad to be directed to your destination.

Click this button if you need to type letters on command for any reason in order to input information during a call.

Click this button during a call if you wish to mute your microphone. The lead will not be able to hear you when muted.

If you have requested a transfer you´ll see this button during a call. Click to manually initiate a transfer to someone else. 

Press this button when the agent wants to hang up the entire call that they have transferred to someone else.

Press this button when the agent wants to hang up the call and end the transfer too.

Press this button when the agent has executed a transfer and wants to leave the 3way call. The transferred call will continue.

If call notes are activated on the campaign, you´ll see this at the bottom during a call. Click save after typing to store your notes.