While using ContactPad, agents can control inbound calls using their telephone keypad. This method of controlling calls is called dual-tone multi-frequency signaling (DTMF). Dual-tone multi-frequency signalling sends signals from a telephone keypad to the NewVoiceMedia platform. The NewVoiceMedia platform interprets these signals and controls a call based on the key or keys pressed on the keypad. A NewVoiceMedia platform agent can perform similar tasks to the tasks they can perform in ContactPad using their telephone keypad. These tasks include putting a call on hold, consulting with a third party during a call, and transferring a call to another telephone number.
For information about controlling calls using a telephone keypad, see Controlling calls using your telephone keypad.