- Add Call
- Initiates an additional outbound call using the keypad. This enables you to start a conference call, transfer the current call, or consult another person. The current call must be on hold before you can initiate a new call. If your current call is not on hold, prompts to put the call on hold for you.
- Mute
- Mutes the call. While the call is muted, the contact cannot hear you. Click the icon again to unmute.
- Keypad Tone
- Brings up the Keypad Tones window. This window allows you to send touch-tone signals that are recognized by IVR phone menus. The Keypad Tones icon is available only when a call is active.
- Transfer
- Available only when you are connected to two calls. It allows you to transfer the call currently on hold to the active call. Both calls are then disconnected from your Agent for Salesforce session.
- Conference
- Available only when you are connected to two calls. It allows you to conference the call currently on hold into the active call. Both contacts are then connected to you, and everyone can hear each other.
While on a conference call, you cannot mask the contacts, place a contact on hold, or use the Keypad Tones.
While on a conference call, you cannot mask the contacts, place a contact on hold, or use the Keypad Tones.
- Hold
- Places the current call on hold. While on hold, the contact usually hears music or a recorded message from your company.
- Resume
- Resumes the call. Available only when you have a paused call.
- Disconnect
- Disconnects the contact. You cannot disconnect a call that is on hold.
- Mask
- If the call is being recorded, the mask icon allows you to generate white noise (only in the recording) during parts of the call that might contain sensitive information. In case your organization does server-side recordings, the mask feature is available even when you are not manually recording. You cannot use the mask feature during a conference call.
- Record
- Begins recording the call. The Agent for Salesforce displays an animated equalizer to indicate you are recording the call.
You cannot manually stop a recording once it has started. It records until the contact is disconnected.
