During a call, you can perform most tasks in Agent Workspace — such as pausing recordings and putting the participant on hold — using buttons in the call bar, while other tasks are available in the conversation window. For information about controlling a call without WebRTC, see Controlling a call in Agent Workspace.
Using WebRTC, you can perform a few additional tasks in the call bar such as muting and unmuting your microphone. You can also control a call using a connected headset. For information about connecting a headset for WebRTC, see Connecting a headset to control a WebRTC call in Agent Workspace.
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In the call bar, additional icons appear in the call bar.
Muting and unmuting your microphone
While on a WebRTC call, the mute icon appears in the call bar.
Click the mute icon to mute your microphone. The other participant can no longer hear you. The mute icon is replaced with the unmute icon .
Click the unmute icon to unmute your microphone.
Controlling the WebRTC call using a connected headset
For information about controlling a WebRTC call using a compatible headset, see Controlling a WebRTC call in Agent Workspace using a compatible headset.
Ending a WebRTC call
To end a call, click the end call icon .