Once a call is connected, the in-call toolbar gives you the controls you actually need mid-conversation: pause the caller, mute yourself, hand off to a colleague, pull in a third party, and finish cleanly.
Hold and resume
Hold pauses the call from both sides. The caller hears hold music; you hear nothing from them. The call timer keeps running and the call state is preserved, so resuming drops you both back into the same conversation. Useful when you need 30 seconds to look something up without making the caller listen to you typing.
Resume brings the call back. Same button, same place.
Mute and unmute
Mute keeps the call open but silences your microphone. The caller can still hear hold music? No — they hear nothing from your side and don’t know you’re muted. Useful for a quick side conversation, a sneeze, a sip of coffee. The call timer keeps running.
Unmute when you’re ready to speak again. Watch for the small mute indicator on the toolbar — it’s easy to forget you’re still muted after a long stretch.
Transfer
Two ways to hand a call off, and the right one depends on the situation.
Blind transfer. You pick the destination (an agent extension or external number) and connect the caller straight through, without speaking to the receiver first. It’s fast and works well for simple routing (“you want billing — here you go”). The risk: the call lands on someone unavailable, or someone who has no context, and the customer ends up explaining themselves twice.
Warm transfer (also called attended transfer). You put the caller on hold, call the receiving agent, explain the context, then bridge the two. Slower, but the customer doesn’t have to start over. Use this for anything where the next agent needs background — complaints, account changes, complex troubleshooting.
The transfer panel opens from the in-call toolbar. Type an extension or external number; choose Blind or Warm.
Three-way call
Pull a third party into the live call — another agent on the team, an external phone number, anyone reachable. Useful for “let me loop in our specialist” moments without dropping the customer to schedule a callback. All three parties hear each other; the call timer keeps running for the duration.
You can drop the third party out without ending the original call.
In-call recording
If recording is enabled for your extension, the toolbar shows a record toggle mid-call. Press it to start; press again to stop. Recordings are attached to the call’s entry on the contact’s activity timeline.
Tell the caller they’re being recorded before you press it. In many jurisdictions a recording disclosure is legally required (sometimes from both parties, sometimes just one); check your local rules. A useful default is to disclose every time, even where the law doesn’t strictly require it — customers tend to react badly to surprise recordings.
End call
Red hangup button. The call ends immediately on both sides and the timer stops.
If wrap-up time is configured for the queue you took the call from, you’ll get a short window before the next inbound call rings to you — enough to write a note, set follow-up, or update the contact’s status. Wrap-up is set per queue by an admin; the default is 30 seconds.