Call controls refer to actions that can be performed on an active call. They appear in various locations throughout the platform, and they can be useful in a variety of situations. For example, you can add them into scripts via elements to give agents the ability to take actions on calls themselves, or you can eliminate the agent interaction altogether and simply trigger them via API.
Call controls can range from a ‘hangup’ action to a call transfer action, and they can be configured in the admin interface and triggered manually via the agent interface or behind the scenes in a call or script. One way to give agents access to call controls is by adding a Button
element to their script in Script Studio and configuring its call controls settings via the Actions
The Button element allows you to create and configure a button that, when clicked by the agent, will perform whatever action you assigned to it, whether that’s dispositioning the call or transferring it to a supervisor.
In the next section, we’ll list all the call controls and their definitions, along with any dependencies associated with each control. Dependencies refer to any additional controls or settings that appear when you interact with a specific setting.
For example, if you click on the Disposition Call control, you’ll be presented with a few additional options that allow for further configuration — whether that’s adding a note to the disposition or scheduling a callback. Each dependency will appear below the action/setting it modifies.
, we’ll go over call controls that can be accessed via API methods.