This article explains four commonly used features—Hold, Mute, Call Transfer, and End Call—to help you use the Agilico Connect Web App effectively.
Hold
The Hold feature temporarily pauses the active call, placing it on hold so the other party cannot hear you or background noise. This is useful when you need to:
- Consult a colleague or supervisor.
- Retrieve information related to the call.
- Manage multiple calls simultaneously.
While on hold, the caller may hear silence, music, or a custom message, depending on the system configuration.
Mute
The Mute function disables your microphone during an active call, so the other party cannot hear any sounds from your end. This is particularly helpful when:
- You are in a noisy environment and want to minimise distractions.
- You need to have a private side conversation.
- You want to listen without risk of interrupting the caller.
- Remember, you can still hear the other party when Mute is enabled.
Call Transfer
The Call Transfer feature allows you to redirect an call to another person or number.
There are two main types of call transfers:
- Attended Transfer - You speak to the new recipient before transferring the call to ensure they are ready to take over.
- Blind Transfer - The call is transferred directly without prior communication with the new recipient. This feature is commonly used to connect the caller to the appropriate department, colleague, or manager.
To find out more about call transfer options read this article.
End Call
- Concluding a conversation.
- Disconnecting from an unanswered or unwanted call.
Ensure you’ve confirmed the conversation is complete before using this feature to avoid appearing abrupt.