Audio and recording control buttons

During your call, you will be presented with several call control options:

• Call recording toggling
  • Start recording 
    This will start the recording of the call. Once clicked, or when this is switched on by default, the button will be replaced with the two options below.
  • Stop recording
    The recording will stopped completely. If the recording was switched on during a part of the call, this partial will be available for your review.
  • Toggle button to (un)mute the customer's voice in the recording. 
    The agent's voice will still be audible on the recording.
• Mute
  This allows you to toggle muting and unmuting the agent's voice. The agent can still hear the customer. The customer will not hear anything (silence).
• On-hold
  This places the customer on-hold. Both the agent and the customer will hear on-hold music ('elevator music') while waiting and cannot hear one another. If the call is being recorded, the on-hold music is audible on the recording instead of the agent's and customer's voice.

Please note that these options will reset for each call.
Call recording options are initially set up by your LeadDesk administrator. These settings can be done per campaign. If you want to know more about your account's set-up, please contact your manager.