Voice Workspace

The voice workspace looks different if you are handling a call while looking at a custom workspace. See Manage Custom Workspaces for more information.

Places the call on hold so you can do other things. The contact typically hears music or a recorded message from your company while they are on hold. While a contact is on hold, you cannot mask the contact, record the call, or hang up. For information on how to place a call on hold, see Place a Contact on Hold.
Prevents the connected contact from hearing you speak. While your microphone is muted, you cannot hang up. For instructions on muting your microphone, see Mute Your Microphone.
If the call is being recorded, generates white noise in the recording during parts of the call that might contain sensitive information. In case your organization does server-side recordings, the mask feature is available even when you are not manually recording. For information on how to mask parts of a call, see Mask a Call.
Records the call, which you may need to do to comply with organizational policies. You cannot stop a recording once it has started. The recording continues until the contact is disconnected. For instructions on recording a call, see Record a Call.
Transfers the call or starts a conference with the contact and another agent. You must place an additional call to perform these actions. To transfer a call, see Transfer a Call. To conference a call, see Conference a Call.
Places a follow-up call in your schedule. Commitments appear on your schedule and remind you of your commitment at the specified time. For more information about commitments, see Commitment Overview.
Contains custom links configured by your administrator.
Hang Up
Disconnects the current contact. MAX asks you to confirm the decision to hang up a contact. You should use the Hang Up button before disconnecting your agent leg or hanging up your phone; otherwise, the contact remains connected and returns to the queue.
Dial Pad

Allows you to use keypad tones during a call to navigate a phone menu. It cannot dial calls.

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