A. Here you see which telephone queue the person has called.

B. By clicking the small profile picture, you will get to his or her customer card. There you can e.g. update the contact details, write notes during the conversation and see more information about previous calls. You can also go back to the customer card later, if you want to add labels and notes for the call at a later time.

Read more about what you can do in the customer cards here: What can I, as an ImBox Call user, do in the Contacts tab?

C (Hold). Here you can pause the conversation and let the visitor listen to queue music for a while.

D (Remove). By clicking the cross, you hang up the call. If there are multiple people in the call and you click Remove on one of the numbers, only that number will be dropped from the call. Remove can be useful when you have received a call transferred by a colleague, the colleague is still in the call and you want the colleague to leave the call.

E (Record). Click this button if you want to record the call, for educational purposes or similar.

F (Mute). Here you can mute your microphone.

G (Transfer). Here you can transfer a call to another colleague or outsider. As soon as you enter a number or select a contact to which the call is to be sent, you leave the call yourself. If the person you are transferring the call to cannot answer, the call is also hung up for the person who first called you.

Read more about Transfer here: What does Transfer, in an ongoing call, mean?

H (Invite). Invite works in a similar way to Transfer. The difference is that you do not leave the call yourself, but invite a third person. Use this if you want to transfer a conversation to another colleague or outsider, but first want to make sure that the colleague actually can take the conversation and / or want to summarize what the conversation has been about so far. Once you know your colleague can take the call, you can leave yourself by clicking Hangup. You can also use Invite when you want a colleague to coach you during the call.

Read more about Invite here: What does Invite, in an ongoing call, mean?

I (Hangup). By clicking the red button, you hang up the call.