The Work Item controls appear when you initiate a call or when the system recognizes an incoming call. The Work Item buttons appear on the top right corner of the Work List window, and are common to all work items in the Work List window. The following are the work item controls available during an active call:
| Button | Name | Description |
|---|---|---|
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Add New Call | This button allows you to talk to a contact in the list or a supervisor during a live call. This also adds another call to the current work item. For details, see Consulting the supervisor or an agent. |
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Conference | This button allows you to conference a contact or a supervisor to a live call. For details, see Making a conference call. |
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Add IM | This button allows you to add an IM interaction to an active work item. You can select the IM user ID from your speed dial contacts, manually type the IM user ID, or select an ID from your contact list. For details, see Starting IM interaction on a voice call. |