> For the complete documentation index, see [llms.txt](https://atlas.anywhere.now/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://atlas.anywhere.now/use/handle-conversations/webagent/handle-voice-calls.md).

# Handle voice calls

Answer, place, and finish voice calls with WebAgent.

Use this guide to answer, place, and finish voice calls. Where you answer and where call audio is handled depend on your Dialogue Cloud Neo connect model.

## Before a call

Sign in to WebAgent and, if required, sign in to your Unified Contact Center (UCC) so calls can be offered to you.

{% content-ref url="/pages/BMdIFYECjbXP70y88EAT" %}
[Sign in and manage your profile](/use/handle-conversations/webagent/sign-in-and-profile.md)
{% endcontent-ref %}

## Answer an incoming call

* **Dialogue Cloud Neo (Connect):** When the call is offered in Microsoft Teams, answer it from the Teams call notification. Select **Ignore** there if you do not want to answer.
* **Dialogue Cloud Neo (Unify):** When the call is offered, answer it in WebAgent. Call audio is handled in WebAgent, not in the Teams client.

A call to your organization's main number may first wait in a UCC queue before it is offered to an available agent. The notification and available controls can differ with your telephony system and configuration.

You can also [take an eligible call from the waiting queue](/use/handle-conversations/webagent/manage-dialogues-and-history.md#take-a-waiting-dialogue) rather than wait for the UCC to offer it to you.

## During a call

Open the active dialogue in **Dialogues**. Its call controls appear with the conversation, not in the Call History list. Use the controls available for your active conversation:

| Control                       | What it does                                                       |
| ----------------------------- | ------------------------------------------------------------------ |
| **Hold / Resume**             | Put the caller on hold, then resume the call.                      |
| **Mute / Unmute**             | Mute or unmute your microphone.                                    |
| **Transfer**                  | Start a direct, delight, consultative, or skill transfer.          |
| **Add Participants**          | Add someone to the conversation if this control is available.      |
| **Hang up / Disconnect**      | End the call; the dialogue may stay open for wrap-up.              |
| **Finish / End conversation** | Complete the dialogue after the call disconnects, where available. |

For the distinct transfer flows and what happens to the customer during each one, see [Transfer a call](/use/handle-conversations/webagent/transfer-calls.md).

### Control a call recording

If recording and agent recording controls are enabled for your UCC, look near the active dialogue header for the recording controls; in the new layout they appear in the conversation view near its side-panel buttons. Use **Record / Resume**, **Pause**, or **Stop** as offered. A paused recording can be resumed; a stopped recording cannot. If these controls are not shown, your organization's recording settings or your permissions may not allow you to change the recording. Pausing a recording is different from putting the caller on hold.

## Place an outbound call

{% hint style="warning" %}
Do not use WebAgent to call emergency numbers such as 112 or 911. Use a mobile phone or fixed-line phone with emergency location support instead.
{% endhint %}

To call from the dial pad:

1. Sign in to the UCC whose outbound number you want to use.
2. In the new layout, open **Dialogues** and select **Dial pad** at the top of its left-hand panel. In the classic layout, select **Dial pad** from the WebAgent navigation.
3. If more than one outbound endpoint is available, select the number or UCC to call on behalf of. An unavailable endpoint can be greyed out when you are not signed in to its UCC.
4. Enter the destination number and select the call button.

To call a contact instead, search for the person or select a frequent or previous contact, open the contact card, and choose the available **Call** or **Call mobile** action.

If the dial pad is missing, outbound calling may not be enabled in your environment. Use a valid reachable phone number; WebAgent may show **No Valid Endpoints** if the contact has no usable business or mobile number. If DTMF controls are available during the call, you can use them to send keypad tones.

## Finish the call and wrap up

Select **Hang up / Disconnect** in the active dialogue to end the call. The dialogue can remain open after disconnection: use that time to finish your notes and [classify the dialogue](/use/handle-conversations/webagent/manage-dialogues-and-history.md#classify-a-dialogue), then select its **Finish / End conversation** control. WebAgent can prompt for classification at this point if none was saved.

If your UCC uses a wrap-up timer, open its countdown control to see **+** (add time) and **Finish** (end UCC wrap-up early). This timer is separate from the dialogue's **Finish / End conversation** control. Ending UCC wrap-up can make you available for the next UCC call. Wrap-up availability and the amount added depend on your UCC configuration; outbound calls do not necessarily start wrap-up.

If a call action fails, see [Troubleshoot WebAgent](/use/handle-conversations/webagent/troubleshoot-webagent.md).


---

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