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During active calls, you can place callers on hold or mute your microphone to manage the conversation effectively.

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Mute

Mute prevents the caller from hearing you. Use this when:
  • You need to speak with someone else in the room
  • You’re on a cold call and need to take notes
  • You need to pause the conversation

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How to Mute

  1. During a call, click the Mute button in the call controls
  2. Or press M on your keyboard
  3. The button shows a crossed-out microphone when muted
  4. Click again or press M to unmute
You’ll see a visual indicator when you’re muted. Remember to unmute before speaking!

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Hold

Hold places the caller on hold, playing hold music. Use this when:
  • You need to look up information
  • You’re transferring to another agent (warm transfer)
  • You need to consult with a supervisor

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How to Hold

  1. During a call, click the Hold button in the call controls
  2. Or press H on your keyboard
  3. The caller hears hold music
  4. Your screen shows the call is on hold
  5. Click Resume or press H again to take the caller off hold

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DTMF Tones

DTMF (Dual-Tone Multi-Frequency) tones are used to navigate automated phone systems (IVRs), enter PINs, or access extensions.

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Accessing the Keypad

  1. During a call, click the Keypad button in call controls
  2. A numeric keypad appears on screen
  3. Click numbers to send DTMF tones

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Common Uses

  • Entering conference call PINs
  • Navigating phone menus (press 1 for sales, 2 for support)
  • Entering credit card numbers for payments
  • Accessing voicemail

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Visual Indicators

StateIndicator
MutedRed microphone icon, “Muted” label
On HoldPause icon, “On Hold” label, hold music playing
ActiveNormal call controls visible
While on hold, the caller can still hear any audio from your environment if you don’t mute yourself. Always mute when placing callers on hold.