About voice interactions for agents

Learn the basics of handling a voice interaction as an agent.

• Voice interactions for agents overview
• Accept a call
• Mute or hold a call
• Place a new call while on call
• Transfer an ACD call without speaking to the intended recipient
• Consult with the intended recipient before transferring an ACD call
• Add participants to an ACD call
• Enter numbers from the dialpad during an interaction
• End a call 

Learn to do more with voice interactions.

• Place, transfer, and dismiss a callback
• Accept or skip a previewed call
• Work with ACD voicemails
• Place a call on behalf of a queue
• Pause an interaction’s recording to protect sensitive information
• View call history
• Initiate a secure flow session

Learn to work with External Contacts in voice interactions.

• View and verify a contact’s profile
• Cancel the verification of a contact
• View interaction history for a contact
• View interaction history for an organization
• Create a contact in the interactions panel