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In-Call Controls (Mute, Hold, Transfer, Conference)

2 min read

The Smart Panel gives agents complete control of every live call without leaving Salesforce. From putting customers on hold to transferring or creating a conference, all controls are available directly inside the panel.

Step 1: Access In-Call Controls #

  • When a call connects, the Smart Panel automatically displays the call control bar.
  • Controls include Mute, Hold, Transfer, Warm Transfer, and Conference.

Step 2: Use Core Call Controls #

Mute #

  • Click the Mute button to silence your microphone.
  • The customer cannot hear you, but you can still hear them.
  • Useful when consulting with a colleague.

Hold #

  • Click Hold to place the caller on hold.
  • Default hold music will play until you resume.
  • Use when checking information or preparing a transfer.

Transfer (Cold Transfer) #

  • Click Transfer → search for an agent, queue, or number.
  • The caller is immediately routed to that destination.
  • Use for quick handoffs when no introduction is required.

Warm Transfer #

  • Click Warm Transfer → place the caller on hold while you speak with the target agent first.
  • Once ready, click Merge to connect all parties.
  • Ensures smoother handoffs and better customer experience.

Conference Call #

  • Add multiple participants by clicking Conference.
  • Choose agents or numbers to add.
  • Use Leave Conference to drop off while the others remain on the call.
  • Use End Conference to disconnect everyone.

Step 3: Recording During Calls #

  • If call recording is enabled in General Settings, all transfers and conferences are logged.
  • Managers can later review these for quality and compliance.

Best Practices #

  • Use Warm Transfer whenever possible — it improves continuity and customer satisfaction.
  • Always inform the caller before transferring or conferencing.
  • Mute during side discussions to avoid background noise.
  • Document outcomes (via notes or dispositions) before ending the call.

Troubleshooting #

  • Transfer button not working → Ensure the target user/queue is active in Salesforce and has a number assigned.
  • Hold music not playing → Check General Settings to confirm hold music/audio is configured.
  • Conference not available → Verify your role has conferencing permissions enabled.

Related #

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