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Please note that it is possible for this ability to dial a number manually to be configured as disabled by the CCS Desk Administrator.
Transfer and Conference
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A call can be supervised transferred to a team member by dragging the call in the ‘Active Call’ screen and dropping it on the team member. Press the Transfer button 
to complete it. Press the Conference button 
to conference the parties.
Other Call Related Features
Agent can access the list of CCS Desk functions and telephony controls by clicking on the drop-down arrow 
at the active window.
Pop Contact – When integrated to CRM application, this option is available to manually open the CRM contact screen.
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| Agent can also access the list of recent calls in relation to the phone number by clicking on the magnifying glass icon in the active call window. |
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