Agent for Salesforce Voice

The voice control panel in Agent for Salesforce provides the major features agents use on a day-to-day basis. With the voice control panel, agents can perform any function a tethered phone can. Agent for Salesforce can handle inbound or outbound phone calls or work itemsClosed Customizable method of delivering contacts to an agent via Studio scripts..

Agent for Salesforce Lightning

The active call interface in the CXone Agent for Salesforce Lightning, with icons for menu items at the bottom.

Icon Details
Icon of a microphone with a slash through it.
Mute your microphone so that the contact cannot hear you.
Icon of a circle inside a larger circle.
Record the call. When finished, the recording will appear in Interactions.

Icon of a circle with a dash inside.

Play white noise over the call's recording. Useful for hiding sensitive information about a contact.

Icon of nine squares.
Open a keypad. Useful if you need to press a number while making an external call.
Icon of a calendar.
Create a commitment to follow up with the contact. If this option is not available to you, it will appear in gray.
Address Book
Icon of a book.
Opens the Address Book, where you can search for agents, skills, teams, and past contacts.
Icon of a phone facing down.
End the contact.
Transfer or Conference
Two icons: a phone with two arrows, and a triangle with links.

Provides two options:

  • Transfer the contact to another agent, skill, or team.

  • Conference with another agent, skill, or team.

Icon of a phone with a pause button.
Place the contact on hold while you handle other contacts.

Agent for Salesforce Classic

The Voice Controls in Agent for Salesforce Classic.
Menu Items Description
Add Call (1) Initiates an additional outbound call using the keypad. You can start a conference call, transfer the current call, or consult another person. The current call must be on hold before you can begin a new call. If your current call is not on hold, Agent for Salesforce prompts you to put it on hold.
Mute (2) Mutes your microphone so that the contact cannot hear you. Click the icon again to unmute.
Keypad Tones (3) Brings up the Keypad Tones window. This window allows you to send touch-tone signals that are recognized by IVRClosed Automated phone menu that allows callers to interact through voice commands, key inputs, or both, to obtain information, route an inbound voice call, or both. phone menus. The Keypad Tones icon is available only when a call is active.
Transfer (4) Available only when you are connected to two calls. It allows you to transfer the call currently on hold to the active call. Both calls are then disconnected from your Agent for Salesforce session.
Conference (5)

Available only when you are connected to two calls. It allows you to conference the call currently on hold into the active call. Both contacts are then connected to you, and everyone can hear each other.

While on a conference call, you cannot mask the contacts, place a contact on hold, or use the Keypad Tones.

Add Chat (6) Available only when you have chat skills assigned to you. It allows you correspond with the contact through a chat in addition to or instead of a call.
Popout (7) Allows you to pop out the phone contact into a bigger screen for handling.
Hold & Resume (8) Places the current call on hold. While on hold, the contact usually hears music or a recorded message from your company. Once on hold, this button changes to a play icon indicating you can resume the call. Available only when you have a paused call.
Disconnect (9) Disconnects the contact. You cannot disconnect a call that is on hold.
Mask (10) If the call is being recorded, the mask icon allows you to generate white noise over the recording during parts of the call that might contain sensitive information. In case your organization does server-side recordings, the mask feature is available even when you are not manually recording. You cannot use the mask feature during a conference call.
Record (11) Begins recording the call. Agent for Salesforce displays an animated equalizer to indicate you are recording the call.

You cannot manually stop a recording once it has started. It records until the contact is disconnected.

Commit (12) Places a follow-up call in your schedule. Commitments appear on your schedule and remind you of your commitment at the specified time. For more information about commitments, see Commitment Manager.