Call controls refer to actions that can be performed on an active call. They appear under the dialpad or in a script, and they can be useful in a variety of situations. Call controls include requeueing, transfering, holding, muting, or dispositioning a call.
There are basic call controls such as those mentioned above, and there are advanced call controls
the admin can configure and place inside a script. For the purpose of this article, let’s focus on the basic call controls found under the dialpad.