Understanding Call Controls

Module: Agent Application

This article helps you understand and navigate the call controls available in the VoiceStack Agent App. These controls are accessible during an active patient call and are displayed within the Patient 360 panel.

In this Article:

1. Call Controls Overview
2. Use Cases
3. Benefits
4. Best Practices
5. Tips

Call Controls Overview

1. Call Status

• Shows the current stage of a call, such as ringing, connected, on hold, or ended. The call duration is displayed in the icon. 

• The following image shows the Call Status as On Call. This is displayed when the agent is connected to a patient.

• The following image shows the Call Status as On Hold. This is displayed when the agent`s call is put on hold.

• The following image shows the Call Status as Ringing. This is displayed when the agent's call is dialled and the call has not yet connected.

2. Call Recording

To enable call recording, click the Record button in the Call Controls section during an active call. Once activated, the system will begin recording the conversation, and a recording indicator will be displayed.

Note: By default, all calls are automatically recorded. If the patient is sharing sensitive information (such as credit card details), the agent can pause the recording, discuss the required details, and then resume the recording.

3. Call Parking

• Call Parking lets you place an active call on hold in a shared slot so another agent can pick it up.

• During a call, click Park in the Call Controls section. Share the assigned slot number with the agent to resume the call

4. Dial Pad

• The Dial Pad allows you to enter phone numbers or extensions during an active call.

 

5. Mute

• The Mute option allows you to temporarily turn off your microphone during an active call so the caller cannot hear you.

6. Add Call

• The Add Agent option allows you to bring another agent into an active call.

• Click Add Call, select the desired agent, and connect them to the conversation.

7.Call Hold

During an active call, click Hold to place the call on hold, and click it again to resume the conversation.

8. Call Transfer

During an active call, click Transfer to perform either warm transfer or blind transfer. Select the agent or enter the number you want to transfer the call to, and complete the transfer.

Use Cases

Scenario	Call Controls to use
Need to check patient info privately	Hold + Mute
Need another agent’s help mid-call	Add Agent + Warm Transfer
Caller dials a general line, needs dentist	Call Transfer
Busy agent, another available	Call Parking
Managing two active callers	Call Swap
IVR response needed	Dial Pad
Training or QA	Call Recording

Benefits

• Smooth Multi-agent Collaboration
• Real-time Transfer Without Dropping Calls
• Clear Audio Management with Mute and Hold
• Recordkeeping and Compliance via Call Recordings
• Efficient Routing using Transfer, Parking, and Add Agent

Best Practices

• Review Patient 360 before taking action.

• Inform the caller before using Hold or transferring.

• Prefer Warm Transfer for smoother handoffs.

• Use Mute to avoid background noise.

• Confirm the correct agent before transferring.

• Ensure key actions are reflected in Call History.

Tips

• Always check Call Status before taking any action (e.g., don't transfer a call still ringing).

• Use the Dial Pad to navigate IVRs or conference codes accurately.

• Test your mic and device setup daily to prevent live call disruptions.

• Speak with a friendly, calm tone, even when transferring.

• Document important details right after the call for follow-up tasks.

• Review recordings for self-improvement and feedback.

Support

For further assistance, contact  [e-mail] or call 407-833-6436.