Call pop‑up actions are the controls available to agents within the CTI interface when a call is presented. These actions allow agents to manage the call state directly from the pop‑up without navigating away from the CTI experience, ensuring a consistent and streamlined call‑handling process across Enterprise and CTI.

Supported Call Pop‑up Actions

Call pop-up actions are displayed by default in the CTI interface whenever a call pop-up is triggered. CTI supports the following call pop-up actions:

Skip to ACW

This action allows agents to move directly to ACW from a preview call pop-up without connecting to the call. This is useful when an agent is unable to take a call but needs to immediately proceed with post-call tasks or documentation.

​

Toggle Mute

This action allows agents to mute or unmute the ringing sound from the call pop-up. It helps agents control call alerts sounds within the CTI interface without affecting the actual call connection or audio settings.

​

Agent Experience

​

​

​