Call Controls Supported in CTI

Updated

17 days ago

CTI provides agents with a comprehensive set of call controls to manage voice interactions effectively. These options appear when you are on an active call and cover transfers, conferences, audio settings, and recording. Together, they make the agent experience in CTI similar to Sprinklr Enterprise, ensuring smooth handling of calls across different scenarios.

Core Call Actions

Feature	Description
Mute / Unmute	Agents can mute or unmute themselves during a call.
Hold / Unhold	Agents can place customers or participants on hold and resume when needed.
End Call	End the interaction for both agent and customer simultaneously.
Auto Answer	Calls can be automatically answered (0s or 2s delay).
Cancel Controls	Cancel transfers or conferences to drop secondary participants.

Call Transfers

Feature	Description
Warm Transfer	Consult with another agent, queue, IVR, or external contact before completing the transfer.
Blind Transfer	Transfer the call immediately without consultation.
Transfer to Agent	Redirect to another agent.
Transfer to Queue	Redirect to a queue; skills can be applied for routing.
Transfer to IVR	Route calls to IVRs with connect‑back or end‑after‑completion options.
Transfer to External	Redirect calls to external phone numbers outside the organization.
Transfer Priority	Adjust routing priority for transferred interactions.
Notes Sharing	Send contextual notes with transfers and conferences.

Conferences

Feature	Description
Add Agent / Queue / External	Bring additional participants into the call.
Merge Calls	Merge transfers into active conferences.
Cancel Conference	Drop secondary participants when cancelled.
IVR in Conference	Add IVR flows to conferences; agents can listen or all participants can listen depending on configuration.
Directory Updates	Call directory reflects participants joining, leaving, or being removed.

Audio and Devices

Feature	Description
Audio Device Switching	Change input/output devices mid-call (wired, Bluetooth, laptop mic).
Volume Controls	Adjust ringtone, speaker, and customer output volume.
Custom Ringtones	Support for custom ringtone volume levels.
Beep / Alerts	Audible signals when calls connect.
Persistent Settings	Volume settings carry forward across calls and page refreshes.

Call Directory and Context

Feature	Description
Call Directory	View participants, manage mute/hold states, and remove agents or externals.
Notes in Call Popup	Secondary agents receive notes during warm transfers and conferences.
Error Handling	Notifications for busy signals, failed transfers, or dropped connections.
Queue Availability	Queue dropdown disables queues with no available agents.

Recording

Feature	Description
Recording Controls	Start, pause, and resume recordings.
Secure Pause	Pause recording securely during sensitive information exchange.