Use Dialpad - Hold, Transfer, Park, and Record A Call

The following figure shows the different buttons you can use for call control.

Hold and Resume Call

Click the "Hold" button to hold the active call. Once a call is put on hold, it will be listed in the incoming call queue window. To resume the call, select the "Hold" call, then click the "Answer" button.

Transfer Call

Click the "Transfer" button to transfer a call to an agent, an extension, or a regular telephone number. By default, the transferred call will be added to the incoming queue of the target agent.