Call ControlsAgent Desktop contains tools that aid you while you make active calls. These include buttons that allow you to [[#Add_new_case|create cases]], [[#Initiate_transfer_or_conference|transfer calls]], [[#Schedule_a_follow-up_activity|schedule follow-up activities]], and so forth.The following is a list of controls seen during active phone calls and what they do.[[File:Phone-Controls-Overview-53.PNG|800px|thumb|center|Controls seen during an active call]]During active phone calls, the name of the service the call is happening on is displayed above the selection of buttons.[[File:Phone-Control-Case-Icon-53.PNG|35px]]The ''Add new case'' button allows you to create a new case from the phone call. Cases allow you to make notes on interactions, send emails, and so forth. For more information, see [[Agent-guide/Tutorials/Cases/HowtoCreateNewCases|How to Create New Cases]].[[File:Phone-Control-Dial-Pad-Icon-53.PNG|35px]]* Standard DTMF symbols (1,2,...0, # and *) are:** displayed without changes** sent as DTMF tones to the remote party immediately in the same sequence as they were entered* Letters of the Latin alphabet (both lower and upper case) are:** displayed as DTMF symbols** sent as DTMF tones to the remote party immediately in the same sequence as they were entered* Commas:** are displayed without changes** delay the sending of subsequent symbols for one secondNote that this may be used to [[Agent-guide/Tutorials/Calls/HowtoSpeedDialThroughExternalIVRs|speed dial through external IVRs]].[[File:Phone-Control-End-Call-Icon-53.PNG|35px]]The ''End Call'' button ends the call when selected.[[File:Phone-Control-Flag-Icon-53.PNG|35px]]When selected, the ''Flag the call'' button causes a flag to appear on your supervisor's screen, indicating to them that you need help or consultation with the interaction. For more information, see [[Agent-guide/Tutorials/Chat/HowtoFlagaChatSession|How to Flag an Interaction]].[[File:Phone-Control-Hold-Icon-53.PNG|35px]]The ''Hold'' button allows you to place a call on hold; callers will hear hold music or any prompts specific to your contact center. Call hold time will be displayed in the [[Agent-guide/UserInterface#Active_Conversations_List_.28ACL.29|Active Conversations List]]. It is recommended to place a caller on hold before transferring them. Note that this button is different from the [[#Mute_the_microphone|Mute the microphone]] button.[[File:AD-Hold-Time-Counter-5599may2021.PNG|800px|thumb|center|Displayed hold time]][[File:Phone-Control-Transfer-Icon-53.PNG|35px]]When selected, the ''Initiate transfer or conference'' button pops a window that allows you to conduct a consultation with another agent or supervisor, conduct a conference call with multiple parties, or make a blind transfer. For more information, see [[Agent-guide/Tutorials/Calls/ConsultationsandTransfers|How to Make Consultations and Transfers]].[[File:Phone-Control-Mic-Icon-53.PNG|35px]]The ''Mute the microphone'' button mutes your microphone; callers will hear silence. Note that this button is different from the [[#Hold|Hold]] button. [[File:Phone-Control-Calendar-Icon-53.PNG|35px]]The ''Schedule a follow-up activity'' button allows you to schedule follow-up activities in your calendar. For more information, see [[Agent-guide/Tutorials/Calendar/HowtoScheduleanEvent|How to Schedule an Event]].[[File:Phone-Control-Rec-Icon-53.PNG|35px]]If your contact center allows recordings, the ''Start recording'' button allows you to manually begin recording the call.If you experience call quality issues, clicking '''report a call problem''' pops a window where you may select the type of issue you are experiencing; the issue is brought to the attention of your contact center administrators. For more information, see [[Agent-guide/Tutorials/Troubleshooting/HowtoReportaCallQualityProblem|How to Report a Call Quality Problem]].[[File:Phone-Control-Report-a-Problem-With-a-Call-53.PNG|800px|thumb|center|Report a problem with the call]]The ''Notes'' field is where you may enter any notes about an active interaction. For more information, see [[Agent-guide/Tutorials/Calls/HowtoEnterDispositionsandNotes|How to Enter Dispositions and Notes]].If your call center uses [[Contact-center-administrator-guide/ServicesandCampaigns/DispositionsTab|dispositions]], you will be able to select the appropriate disposition from the drop-down menu. For more information, see [[Agent-guide/Tutorials/Calls/HowtoEnterDispositionsandNotes|How to Enter Dispositions and Notes]]. [[File:Phone-Control-Dispositions-53.PNG|800px|thumb|center|Dispositions drop-down menu]]
