Mute - While on a call, clicking mute enables but will be 
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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 connected to a call.
(A) Mute - Click to enable. Click the icon again to unmute the caller.