When an incoming or outgoing call is in progress, call controls appear at the top of the ticket surrounded by a green border. Below is a description of the different actions you can take during a call.

• Dialpad - Enables you to key in numbers during a call.

• Hold - Places the caller on hold.

• Mute - Mutes your microphone so you cannot be heard.

• Transfer - Enables you to transfer the caller to another Agent, Queue or auto attendant. You have the option to perform a cold or warm transfer to any available Agent.

• Add - Enables you to add other Agents to the current call.

• End call - Ends the call and disconnects you from the caller.

Agents also have access to the rest of the Deskpro interface when on the call, so you can access any User information they may need.

Setting User During a Call

As inbound calls can be from unknown numbers or numbers assigned to multiple Users. It is vital during the call you are able to set the User on the ticket.

Once you have established their identity. To change the User, click Change User next to the User's identity on the ticket. There are 3 ways to change the User.

• Use the radio buttons to select a User who is already associated with the number & click Set Person.

• Use the Name box to search the CRM for a User. Type the User's name into the box & select the desired User from the results list then Set Person.

• Use the Name box to create a new User profile. By typing in the new User's name & clicking Set Person.

Adding Notes During a Call

It is possible for Agents to update a Voice ticket with a new note (or reply) during the call.

This can be particularly useful if you need to collaborate with a colleague on the Ticket, or if call recordings are not enabled and you want to record information about the conversation during the call.