The Call Console pane is where you answer and make calls, transfer callers, start conference calls, and access call history. Your client isn’t a softphone, so you’ll need to use your desk phone’s handset, speakerphone, or headset to speak with a contact.
The Call Console pane shows you current call information for both direct and ACD calls. Direct calls are placed from or received on your own phone number. ACD calls are routed to you from a queue as an agent. If you’re on a conference call, details are displayed at the bottom of the Call Console pane in the Conference Call panel.aa
On the Call Console pane header bar, be sure to turn off the Auto Answer feature so that calls are only answered when you’re at your desk and available. Click the Call History button (the list icon) to show all missed, received, and placed calls. We recommend turning on Call Waiting (a handset with a blue timer icon) to answer a second call while on an active call, which puts the first caller on hold while you answer the second call.