Manage an Ongoing Call

During an active call on NovoOne Web Client, you can manage the call using the control buttons on the screen, such as mute, hold, and end calls. This topic describes the available operations you can perform to the ongoing call.

Available call operations


Operation	Instruction
Mute or unmute the call	You can turn your microphone on or off to control whether the other party can hear you. To mute a call, click on the call window during an active call. The other party cannot hear you. To unmute, click . The other party can hear you again.
Hold and resume a call	You can put an active call on hold to pause your conversation, and resume the call when you are ready. To put a call on hold, click on the call control panel during an active call. The call is held. The held party will hear a piece of music, depending on system administrator's configuration. To resume the call, click . You can communicate with the other party now.
Record a call	You can record calls and play back later to review and confirm information. Note: This operation is available only when system administrator has granted you the permission to record calls. During an active call, click on the call control panel. A recording indicator icon flashes on the call screen, indicating that the call is being recorded; Both sides may hear a voice prompt announcing that the call is now being recorded, depending on system administrator's configuration. To pause the recording, click .
Place a new call while on call	During an active call, you can add a new call to reach out to another person without disconnecting your current call, for example, to consult a colleague or get information from someone else. Note: A maximum of 6 calls are supported at a time (one active and the reset on hold). During an active call, click (New Call) on the call window. In the right panel, place a new call using either of the following methods. To call a colleague or an existing contact, do as follows: Enter the name or number of the person you want to transfer the call to. Click the desired contact to place the call. To call an external number, do as follows: Enter the desired number. Click to dial out. The current call is automatically put on hold while you dial and connect a new call. Tip: Once the new call is connected, you can switch between calls by clicking the call that is on hold.
Transfer a call	You can transfer an ongoing call to another number. For more information, see Transfer a call.
Park a call	During an active call, you can park the call on a parking number and retrieve it from another phone. For more information, see Park a Call.
Transcribe a call	You can transcribe your calls into readable text in real time, making it easier to review key points and follow up on action items. Note: This operation is available only when system administrator has enabled AI Call Transcription feature and granted you permission to use it. For more information, see Manually Transcribe a Call.