The purpose of this guide is to explain how Agents can use the Mute feature. The mute feature operates like muting someone would on a normal phone call, it allows you to hear the other person while that person is unable to hear you.
Note
Italicized terms represent clickable icons on the specific screen being discussed.
Location - Note: Mute is only available while
you are logged in as an Agent and connected onconnected to a call.
It allows you to hear the other person while that person is unable to hear you.(A) Mute - Click to enable. To unmute the caller, click the icon again.
