In this article we’ll introduce how agents can make/receive calls through Agent Desktop.
ℹ️ Voice feature is only available for Enterprise plans.
Initiating calls
Agents can initiate calls:
- From dialer
- From customer info
- From saved contacts

Receiving calls
Agents can accept incoming calls by pressing Accept Call button.
Call controls
During calls, agents can do the following:
- Hold the call.
- Add Note.
- Transfer the call.
- Divert the call.
- Add a call reason.
- End the call.

Ending the call
After the call has ended, other call controls appear such as:
- Extend clerical time
- Exit clerical time
- Add Call reason
