Overview
The Live Call Panel is a centralized control hub that becomes available whenever you are on an active call in RingResponse. It consolidates all critical in-call actions into a single slide-out interface, allowing you to manage your conversation efficiently without navigating away from your lead or workflow.
Key Functionalities
Centralized Call Controls: Access all essential call management tools from one panel.
Transfer Management: Initiate call transfers to other users, call flows, or external numbers.
Hold Function: Temporarily pause the audio on a call.
Dial Pad: Open an on-screen keypad to enter IVR selections or extensions.
Voicemail Drop: Leave a pre-recorded voicemail message if the call goes unanswered.
Recording Toggle: Pause or resume call recording during the conversation.
Call Disconnect: End the call from within the panel.
How to Access and Use the Live Call Panel
Step 1: Start or Answer a Call
Ensure you are on an active call, either inbound or outbound.
Step 2: Open the Live Call Panel
During the call, locate and click the Controls button in the call interface from the left-hand toolbar in SalesExec.
The Live Call slide-out panel will appear on your screen.
Step 3: Use Available Controls
From the Live Call Panel, you can:
Click Hold to place the call on hold.
Click Dialpad to open the on-screen keypad.
Click Transfer to initiate a call transfer.
Click Voicemail Drop to leave a pre-recorded message.
Click Recording to pause or resume call recording.
Click Hangup to end the call.
Best Practices
Familiarize yourself before critical calls: Explore the panel's options during less important calls to build muscle memory for when you need features quickly.
Use hold strategically: Place a call on hold before transferring or consulting notes to prevent the lead from hearing background activity.
Keep the panel open during complex calls: For calls requiring multiple actions (transferring, using IVR, dropping voicemail), keep the Live Call Panel open for quick access.
Use recording pause for compliance: Pause recording when discussing sensitive information (payment details, personal data) to maintain compliance.
Confirm actions: After clicking any button (especially Transfer or Hangup), wait for visual or audio confirmation that the action is processing.
Troubleshooting
Controls button is missing or unclickable
Ensure you are on an active, connected call. The button is only available during live conversations.
Refresh the RingResponse interface if the call appears connected but controls are missing.Live Call Panel does not appear after clicking Controls
Check for browser pop-up blockers that might prevent the slide-out panel from displaying.
Ensure you have a stable internet connection; try clicking the Controls button again.Specific button (e.g., Transfer, Recording) is grayed out or not showing at all
You may lack the necessary user permission for that feature. Contact your administrator.
Some features (like Voicemail Drop) require pre-configuration (e.g., a voicemail library).Panel closes unexpectedly during a call
This may occur due to a browser refresh or connectivity issue. Click the Controls button again to reopen it.
Avoid clicking outside the panel, as this may minimize it.Action (like Hold or Transfer) is not working
Ensure you have a stable connection. Try the action again after a moment.
If the issue persists, note the error and contact your system administrator or support.