At the top of the Unity, application are buttons used to control calls and user settings.  Some buttons will only appear if the user has an appropriate license.




 

• Unavailable: Allows you to go unavailable in a call queue.
  
  NOTE: Only usable when you are assigned to a call queue as an agent and have a call center license assigned. If you have unavailable codes set up for your call center enterprise, you will be presented with a menu offering those codes as options for when you click on Unavailable (Break/Lunch/Bathroom…)
   
• Available: Allows you to go available in the call queues.
  
  NOTE: Only usable when you are assigned to a call queue as an agent and have a call center license assigned.
   
• Wrap-up: This allows you to set yourself into a wrap-up state.
  
  NOTE: Only usable when you are assigned to a call queue as an agent and have a call center license assigned.
   
• Release: Hang up on your current call. If you are receiving an incoming call, this button turns into an Answer button.
   
• Dial: Bring up your dial window. Enter a valid phone number or extension and click OK to have Unity dial the number using the phone attached to your user.
   
• Transfer: Enter an extension or phone number and have your call blind transferred to that caller.
   
• Hold: Place your active call on hold. When you have a selected call on hold, this button becomes Retrieve. Click Retrieve to bring your call off hold.
   
• Conference: Click this when you have multiple active calls on hold. The conference button will bring all of the held calls together. You can also use this to bring an active call and a held call together as well.
   
• Voicemail: Activate your voicemail on your phone.
   
• Recording: Change the recording options that you’re currently using or turn your recording feature on or off.
   
• Reports: Access reports to run on your agents or call centers.
   
• Settings: Access your services and settings.