Muting Calls

Use the mute button in the toolbar to mute your side of the conversation so that the other participant in the conversation cannot hear you.

• To mute a your side of the conversation, click the microphone icon () in the toolbar.
  • The microphone turns red with a line through it () to indicate that you are muted.
• To take your side of the conversation off mute, click the microphone icon in the toolbar again.
  • The microphone icon turns black and the line through it is removed () to indicate that you are no longer muted.

Keep in mind that mute and hold are different functions. Placing a caller on hold plays a designated media file to them and mute does not. Mute is intended to silence an agent momentarily in the event of unwanted noise such as background noise or a cough.