Understanding Call Controls

Module: Agent Application

This article helps you understand and navigate the Call Controls available in the VoiceStack Agent App. These controls are accessible during an active patient call and are displayed within the Patient 360 panel.

Call Controls Overview

1. Call Status

• Shows the current stage of a call, such as ringing, connected, on hold, or ended. The call duration is displayed in the icon. 
• The following image shows the Call Status as On Call. This is displayed when the agent is connected to a patient.

• The following image shows the Call Status as On Hold. This is displayed when the agent`s call is put on hold.

• The following image shows the Call Status as Ringing. This is displayed when the agent's call is dialled, and the call has not yet connected.

2. Call Recording

To enable call recording, click the Record button in the Call Controls section during an active call. Once activated, the system will begin recording the conversation, and a recording indicator will be displayed.

Note: By default, all calls are automatically recorded. If the patient is sharing sensitive information (such as credit card details), the agent can pause the recording, discuss the required details, and then resume the recording.

3. Call Parking

• Call Parking lets you place an active call on hold in a shared slot so another agent can pick it up.

• During a call, click Park in the Call Controls section. Share the assigned slot number with the agent to resume the call

4. Dial Pad

• The Dial Pad allows you to enter phone numbers or extensions during an active call.

 

5. Mute

• The Mute option allows you to temporarily turn off your microphone during an active call so the caller cannot hear you.

6. Add Call

• The Add Agent option allows you to bring another agent into an active call.

• Click Add Call, select the desired agent, and connect them to the conversation.

7. Call Hold

During an active call, click Hold to place the call on hold, and click it again to resume the conversation.

8. Call Transfer

During an active call, click Transfer to perform either warm transfer or blind transfer. Select the agent or enter the number you want to transfer the call to, and complete the transfer.

Support

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