Voice call controls
Mute, hold, add or remove participants and end telephone calls from the voice console.
What it is
The voice console controls the participants in a telephone call. You can mute your microphone, hold the caller, add another person or end a call. Separate participant controls let you manage an additional person without treating every action as an end to the whole conversation.
Who uses it and why
- Operators use call controls while helping a caller or consulting a colleague.
- Callers remain connected while the operator holds, resumes or transfers their call.
Where to find it
Accept or start a telephone call to open the voice console. Its buttons include Mute, Hold, Add Participant, Transfer, Keypad and Hang Up. Additional participants appear with their own controls.
How it works
Use Mute to silence your own microphone. Use Hold to place the caller on hold, then use it again to resume. A held caller hears the configured hold audio when one is selected.
Use Add Participant to invite a colleague or an external telephone number. The console shows additional participants and their call state, such as calling, ringing or ended. Where available, their Mute, Hold and Hangup controls act on that person.
The main Hang Up action and an additional participant's Hangup action have different purposes. Check which control you are using before ending a connection. Conversation ownership is also separate from being connected as a participant.
Configure it
You do not create a separate conference configuration. Use the controls during an active call. Ask a colleague with Settings access to select Hold Music for the telephone number or change its recording options if needed.
Audio input and output choices are available through Settings in the voice console.
Permissions
| Permission | Lets you |
|---|---|
| Voice | Use the voice console to handle telephone calls. |
Limits and good to know
- Some controls remain disabled while a participant is connecting or ringing.
- Add Participant and Transfer can be disabled while additional participants are present.
- Muting and holding are separate actions. Hold changes the participant's connection to the conversation; mute silences their audio.
- A coach in Whisper Mode has different controls, including disabled caller hold.
- Ending telephone audio can be followed by wrap-up before the conversation closes.
Depends on and works with
+1 more · this feature uses
- Telephone call recovery and wrap-upConfigured by
Ending the telephone call can begin configured wrap-up time.
View all connections as a list
This feature uses
- Roles and permissionsConfigured by
The Voice role controls operator access to telephone call handling.
- Voice provider accounts and telephone numbersRequires
Telephone conferences use the website's voice account and number.
- Operator telephone audio setupRequires
Operators participate through a registered browser voice connection.
- Outbound calling permissions and restrictionsEnhances
The same call controls are available during connected outbound calls.
- Telephone call transfersEnhances
Invitations and participant controls support consultation and transfer.
- Telephone call monitoring and whisper modeEnhances
A manager can join the active operator privately in Whisper Mode.
- Telephone music and greetingsConfigured by
The number's Hold Music selection supplies audio while a participant is held.
- Call recordingConfigured by
The number's recording settings determine whether pause and resume recording controls are available.
- Telephone call recovery and wrap-upConfigured by
Ending the telephone call can begin configured wrap-up time.
Used by
- Outbound calling permissions and restrictionsEnhances
Connected outbound calls use the voice conference controls.
- Telephone call transfersRequires
Live transfers use conference participant controls.
- Telephone call monitoring and whisper modeRequires
Whisper Mode joins an existing telephone conference with an active operator.
- Telephone music and greetingsEnhances
Hold Music supplies audio for held conference participants.
- Call recordingRequires
Recording controls are used during a connected telephone call.
FAQ and troubleshooting
Why are the call buttons disabled?
Wait for the call to connect. Some controls also depend on the number of participants and whether you joined as a coach.
Can I remove one colleague without using the main Hang Up button?
Use that colleague's participant Hangup control where available. Check the participant name before acting.
Why does the caller hear audio while on hold?
The telephone number can have Hold Music selected in Music & Greetings. This is separate from queue and ringing audio.