# Voice call controls

Mute, hold, add or remove participants and end telephone calls from the voice console.

*Release 3.3 · operator, visitor*

## 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

### This feature uses

- **Requires** [Voice provider accounts and telephone numbers](RTC-001.md): Telephone conferences use the website's voice account and number.
- **Requires** [Operator telephone audio setup](RTC-004.md): Operators participate through a registered browser voice connection.
- **Configured in** [Roles and permissions](ADM-008.md): The Voice role controls operator access to telephone call handling.
- **Configured in** [Telephone music and greetings](RTC-012.md): The number's Hold Music selection supplies audio while a participant is held.
- **Configured in** [Call recording](RTC-013.md): The number's recording settings determine whether pause and resume recording controls are available.
- **Configured in** [Telephone call recovery and wrap-up](RTC-015.md): Ending the telephone call can begin configured wrap-up time.
- **Works better with** [Outbound calling permissions and restrictions](RTC-005.md): The same call controls are available during connected outbound calls.
- **Works better with** [Telephone call transfers](RTC-007.md): Invitations and participant controls support consultation and transfer.
- **Works better with** [Telephone call monitoring and whisper mode](RTC-008.md): A manager can join the active operator privately in Whisper Mode.

### Used by

- **Required by** [Telephone call transfers](RTC-007.md): Live transfers use conference participant controls.
- **Required by** [Telephone call monitoring and whisper mode](RTC-008.md): Whisper Mode joins an existing telephone conference with an active operator.
- **Required by** [Call recording](RTC-013.md): Recording controls are used during a connected telephone call.
- **Enhances** [Outbound calling permissions and restrictions](RTC-005.md): Connected outbound calls use the voice conference controls.
- **Enhances** [Telephone music and greetings](RTC-012.md): Hold Music supplies audio for held conference participants.

## 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.