Managing calls in Contact Center (app)

In this article, you'll learn how to make outbound calls in Contact Center, including basic functions, such as hold and mute, and advanced functions, such as warm transfers and conference calls.


What's my plan?







Add-on

Contact Center







Verified AI summary ◀▼
Learn to manage calls effectively with features like outbound calling, hold, mute, and call transfers. Use warm or cold transfers, add internal notes, and conduct conference calls. End calls with After Call Work to wrap up tasks, and set your next status to manage availability. These tools help streamline your call handling process and improve customer interactions.




In this article, you'll learn how to make outbound calls in Contact Center, including
basic functions, such as hold and mute, and advanced functions, such as warm transfers
and conference calls.
This article contains the following topics:

Making outbound calls
Placing calls on hold or mute
Transferring calls
Making a conference call
Ending a call
Setting agent next status for when a call ends



Making outbound calls

You can make outbound calls. If you are calling a customer who has had
previous interactions within the system or if you are using your internal CRM tool,
the customer information is displayed in the customer profile section on the
right-hand side of the page when the call is connected. A timer displays elapsed on
the call next to the contact.
You can also initiate an outbound call while a chat interaction is in
progress. This functionality works only when you are in a chat conversation and not
when you are on an active call. This helps agents assist customers faster, as they
can talk to other departments for help while still chatting with the customer.
To make an outbound call

In Contact Center, click Outbound call.

Enter the number on the Number pad.


To make an outbound call while in a live chat

In a chat conversation, select the telephone icon next to your agent status.

Make a call to an external number by using the Quick connect that has
been set up or by clicking the Number pad to dial a number
yourself.

Click Call.




Placing calls on hold or mute

During a call, you might want to put a customer on hold or mute yourself.

To place a customer on hold

Click Hold ⏸️ above the conversation tab. You'll receive a verbal
notification that the customer is on hold, and the button will change
color. To resume the call, click Resume.




To mute yourself



Click the Mute button above the conversation tab. To unmute, click
Unmute.






Transferring calls

You can transfer to an individual person listed in quick connects or to
another number.

To transfer a call
Select the person or dial a number on the number pad.
Click the Transfer ( ) button at the top of the
screen.

To add an internal transfer note before transferring a caller, click the
note button, type your note, then click the tick ( ) button to save your note to the
customer’s profile. Alternatively, you can type your note during the
transfer process. If you add a note after transferring the call, the
person or team that you transferred the call to won't see the
note.

When the third-party answers, you have two options:

Cold transfer: Click the X button next to the
customer's number to transfer the customer to the
third-party. This places you in After Call Work (ACW)
mode and the customer is placed in the queue with the
third-party.


Warm transfer: Click the X button next to the
third-party's number or name to return to the customer after
speaking with the third-party. While waiting for the third-party to
answer, the customer is placed on hold and cannot hear your
conversation with the third-party.







Making a conference call

You can start a conference call with a third party.

To start a conference call
Initiate the transfer and wait for the third-party person to answer.
When they accept the call, click Join to connect all parties. If
you click Join before the third party answers the call, you'll get an
error.







Ending a call

When you finish a call, you can end it and complete your after call work.

To end a call
Click the X at the top of the conversation window.



Your status changes to After Call Work. Use this time to add your notes and
complete all after-call work, then close the contact by clicking Save and
Close. Remember to select a resolution code to close the contact. When the
interaction is closed, your status changes to Available.



Setting agent next status for when a call ends

The agent next status helps an agent to change into the state they want to
be by the end of the call. This is useful if they need to take a lunch break or step
away from their desk.

To set next status for when a call ends
Select agent Next status while you are on a call and speaking to a
customer, then select the status you’d like to set when the call
ends.



When the call ends, and close your interaction, the system automatically
puts you in your selected status.


{
"@context": "https://schema.org",
"@type": "TechArticle",
"@id": "https://support.zendesk.com/hc/en-us/articles/9696112103194",
"url": "https://support.zendesk.com/hc/en-us/articles/9696112103194",
"headline": "Managing calls in Contact Center (app)",
"description": "You learn how to place outbound calls, hold or mute callers, transfer or conference with third parties, end calls, and set the next agent status after a call.",
"articleSection": "Documentation for Contact Center marketplace app",
"datePublished": "2025-09-09T20:13:05+00:00",
"dateModified": "2026-06-24T13:58:45.541795+00:00",
"inLanguage": "en",
"mainEntityOfPage": {
"@type": "WebPage",
"@id": "https://support.zendesk.com/hc/en-us/articles/9696112103194"