Call controls in PureCloud for Chrome


The client provides an abbreviated set of the call controls available in PureCloud. The appearance of the call control icons varies depending on the agent's permissions and the selected interaction’s current state. The arrow below the call controls expands to reveal more options.

Call controls

  • Available or selected call controls are white or colored.
  • Unavailable call controls are gray.

Icon Action
Pickup icon Pick up an interaction.
Hold icon

Place a call on hold. Click again to resume the call.

Note: The Hold button is unavailable for chat and email interactions.

Mute icon

Mute a call. Click again to unmute the call.

Note: The Mute button is unavailable for chat and email interactions.

Transfer icon Transfer an interaction. The integration supports two types of transfers: blind transfer (all interaction types) and consult transfer (call interactions).
Disconnect icon

Disconnect an interaction. After disconnecting, the interaction is still visible but remains in a deallocated state for 2 minutes so agents can finish updating the call log.

Record icon

Record a call. Click again to stop the recording. Access call recordings from the global inbox in PureCloud.

Note: The Record button is unavailable for ACD interactions (call, chat, and email).

Secure pause icon

Securely pause a recording. Secure pause prevents the client from recording sensitive information, such as a credit card number. Click again to resume the recording.

Note: The Secure Pause button is unavailable for chat and email interactions.  

Dialpad icon

Open the dialpad while on a call to send DTMF tones to the connected call, make IVR selections, or enter information such as an account number or credit card number.

Note: The Dialpad button is unavailable for chat and email interactions.