An agent's call controls, and the automatic states CCAC places an agent into around a skilled call, are managed entirely from the CCAC interface — no separate configuration is required to use them. Administrators configure the durations and behaviors involved from Admin (System) > System Settings > General.

In-Call Controls

Once an agent answers a call, the call control widget provides Mute, Hold, Transfer/Conference, and End Call. Transfers and conferences — including how they differ between Call Hub and legacy WebRTC calling modes — are covered in full on Call Hub.

A wallboard can also be viewed mid-call from the agent options menu without leaving the active call — see the View Wallboard row in User Interface.

Making an Outbound Call

An agent can place an outbound call using the + button in the Active Media section — see User Interface for the full dial pad, agent list, skill group, and phonebook options.

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How Outbound Calls Are Connected
When an agent places an outbound call, CCaaS calls the agent's own extension first, then dials the outside party and bridges the two legs together. This allows CCaaS to track the full call — including duration and reporting — even on platforms that do not natively report outbound call data.

Selecting an Outbound DID

When one or more Outbound SIP Extensions have been assigned an Outbound ID Label — scoped to Unassigned, Agent, or Skill — a dropdown of available DIDs appears in the outbound calling interface, letting the agent choose which number is presented as the caller ID for that call. See SIP Extensions for configuring outbound extensions and their labels.

Once the call is placed, the selected caller ID is displayed alongside the agent's name and extension for the duration of the call.

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Last Selection Is Remembered
CCAC remembers the most recently used outbound DID and pre-selects it for the agent's next outbound call. If multiple DIDs are available, the agent should confirm the correct one is selected before dialing.

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Emergency Numbers Bypass the Dropdown
When an agent dials an emergency number, the system automatically uses the agent's assigned DID regardless of the outbound DID currently selected in the dropdown — no manual selection is required. See DID Assignment on General Settings.

Missed Call Work (MCW)

Missed Call Work (MCW) is a timeout applied when an agent is presented with a skilled call and does not answer it, rather than immediately routing another call to the same unresponsive agent. This gives the agent time to return to their station or manually change their availability state before the next call arrives.

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MCW Only Applies to Skilled Calls
Direct transfers to an agent do not trigger MCW — even if the original call started in a skill group, the receiving agent is not placed into MCW if the transferred call is missed.

Once an agent misses a skilled call, a Missed Call Timeout indicator and countdown appear beneath Active Media. The agent can wait for the timer to expire or select I Am Done to become available again immediately.

Configuring the Missed Call / Chat Action

Admin-side configuration of the timeout duration and the alternate log-out behavior is covered under Agents & Access on General Settings.

After Call Work (ACW)

After Call Work (ACW) is a timeout automatically granted to an agent immediately after a skilled call ends, giving the agent time to complete post-call tasks such as notes or CRM updates before the next interaction routes to them.

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ACW Only Applies to Skilled Calls
Direct transfers to an agent do not trigger ACW — even if the original call started in a skill group, the receiving agent is not placed into ACW when a transferred call ends.

Once a skilled call ends, the agent is placed into ACW beneath Active Media until one of the following occurs:

The timer expires
The agent selects I Need More Time, extending ACW by a configurable snooze duration
The agent selects I Am Done, ending ACW immediately

Configuring the I Need More Time Snooze

Admin-side configuration of the ACW timer duration and the snooze allowance is covered under Agents & Access on General Settings.

Reserved for Callback

When an agent is reserved to handle a pending queue callback, a pending-callback count appears in a real-time display within CCAC. Once the agent is Ready and has activated the relevant channel, Reserved for Callback appears beneath Active Media along with a countdown — the amount of time the customer has to answer the system-initiated callback. If the customer answers and agrees to speak with an agent, the reserved agent receives an inbound call to handle the interaction.

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Configuring Callback Strategy
The admin-side configuration for queue callbacks is covered in Callback Strategy.

Redialing

A number can be redialed directly from an agent's interaction history — see View History.