Call recording
The call may be recorded. This may be started automatically when the call starts, or may need you to start it. The recording might only include the agent's voice, or the agent and the contact. The exact behaviour for call recording will be determined by your Admin.
If the call recording is not started automatically, to start recording the call:
- Click the Start recording button.
While the call is being recorded, you will see additional controls for which side of the call to record.
- Click the customer button
to begin recording the customer side. Click it again to stop recording the customer.
- Click the agent button
to stop call recording completely.
Changing the recording settings only affects the current call. When you start the next call, the settings will return to the default defined by your Admin.
Mute and Hold
There are two additional call controls, independent of the current call recording.
- Click the Mute button
to mute your side of the call. You will still be able to hear the customer, but the customer will only hear silence. Click the button again to unmute.
- Click the Hold button
to put the call on hold. The customer will hear hold music while the call is on hold. Click the button again to take the call off hold.