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Phone calls
Communication Panel provides tools to handle inbound and outbound phone calls.
Live transcription and AI analysis

Phone calls
Communication Panel provides tools to handle inbound and outbound phone calls.
- Transfers, consulting, and conferences
- Create and manage callbacks
  Customers may leave the callback request instead of waiting in the queue. This is possible when a callback is enabled in a queue. When an agent accepts the request, an outbound call is made to the customer. Agents can also create callback requests.
- Voicemails
- Dial pad
- Simultaneous ring mode (SRM)
- Video assistance
  With video assistance, you can invite the customer to share video from their mobile device during a phone call.
- Live transcription and AI analysis
- Recordings
  If your administrator has configured call recording, you can access the recordings through the History view.

Live transcription and AI analysis

If your administrator has configured live transcription and AI analysis, you can see them during incoming queue calls in the AI extension. It may take a moment for the AI analysis to appear after the call has started.

After the call ends, you'll still see the transcription and analysis during wrap-up. In the History view, you'll find the transcription under Queue transcript and the AI analysis in the Conversation details extension.