The voice control panel in Agent appears when you're handling an active call.
The panel displays the guest name, phone number, and the skill. It also shows these call controls:
| Icon | Details |
|
Hold |
Place the guest on hold. |
|
Resume |
Take the guest off hold. |
|
Mute |
Mute your microphone so that the guest cannot hear you. |
Unmute  |
Unmute your microphone so that the guest can hear you. |
Mask  |
Play white noise over the call recording. This is useful for hiding sensitive information. You cannot end a call while masking. |
Record  |
Record the call. This icon turns red while you're recording. When finished, the recording appears in the Interactions app in CXone. |
|
Consult / Transfer |
Conference with up to eight parties or transfer the guest to another agent, skill, or team. |
|
Keypad |
Open the keypad. This is useful if you need to press a number while making an outbound call. |
|
Launch |
View a list of available indicators for the call, if your administrator has enabled them. If you're an administrator, see this page for details about how to configure indicators. |
|
Hang Up |
End the call. |
|
Outcome |
Assign a disposition to the call. If you close this window you can select the icon again to pop the call results. |
