The following key features provide call controls for the Contact Center Platform telephony:

Integration with OpenFrame APIs for Interaction Management System (IMS) and logging
Idle state component with a numeric keypad for dialing outbound calls
Logout control to easily log out from the Contact Center Platform
Softphone user interface for active voice calls
- Hold and resume calls
- Stop and resume call recording
- Mute and unmute the microphone
- Transfer calls (Consult and Blind Transfer) to queues, agents, or external contacts or numbers
- Disconnect calls
- Flag call quality keypad for sending dual-tone multi-frequency (DTMF) signals
- Multi-participant call list
- Help Request (to initiate the help request workflow with supervisors)
Integration with OpenFrame APIs for rendering call controls for Global Call List Component support
- Multiple call appearances for handling multi-party calls, and multiple calls for separate conversations
- Phone Directory for making new outbound calls to queues, agents, and/or external numbers stored in the Contact Center Platform
Call resiliency flow
Support for callback
- List of callback numbers to dial
- Dial customer or close callback
- Retry calls to reach out to the customers
Countdown timer for auto-begin, and end of callbacks
Supervisor flow [monitor, barge-in, or coaching]
User interface for outbound queue selection