Mute/Unmute Calls

You can mute a call while in a conversation to prevent the other party from hearing you.

Mute a Call from the Console

While in a call/conversation:

  • Press , or press [Mute], or the Mute keyboard key.

The Mute button in the Call Handling toolbar will turn red when mute is enabled.

Unmute a Call from the Console

  • Press , or press [Mute] again, or the Mute keyboard key again.

The Mute button in the Call Handling toolbar will turn blue when unmuted.

Only Jabra™ and Plantronics™ headsets are supported for mute synchronization. This means that if the headset supports mute synchronization and a call is muted or unmuted from the console, the headset will also mute or unmute accordingly and indicate its status. For more details, see your headset documentation.

Mute mode from the console will be automatically disabled at the end of a call. For instance, when a call is cancelled or completed, the mute mode will be automatically turned off allowing for the Operators voice to be heard by the next incoming caller upon Answer. If the headset supports mute synchronization, the headset will also be unmuted and the headset mute indication will indicate that the headset is unmuted when the call ends.

Mute a Call from the Headset

While in a call/conversation:

  • Press the Mute button on the headset control. The call will be muted from the headset. For more details, see your headset documentation.

Unmute a Call from the Headset

  • Press the Unmute button on the headset control. The call will be unmuted from the headset. For more details, see your headset documentation.

Only Jabra™ and Plantronics™ headsets are supported for mute synchronization. If the headset supports mute synchronization, muting or unmuting a call from the headset will also mute or unmute the console, and the Mute button in the Call Handling toolbar will turn red or blue respectively to indicate the status.

Auto Unmute

If the Auto Unmute option is enabled, the console automatically unmutes when you perform an operation that connects you to another party.

For example:

  • When you mute a conversation with your connected party and dial another party who answers.

  • When you mute a conversation with your connected party and swap to another party by pressing [Source] or [Destination].

  • When you mute a conversation with your connected party and then form conference pressing [Conference].

Related Topic
Parent topic: Call Handling Basics
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