Call controls within Sprinklr can be accessed manually or through integrated headphones. This functionality allows agents to perform various essential actions during calls using headphone controls.

We have fully integrated Jabra and Poly Voyager headset functionality with our call controls to enhance the experience for agents who frequently use headphones. This integration streamlines call management, enabling agents to perform basic functions solely through their headphone buttons.

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Permissions 

When an agent connects their headphones, a permission notification will appear on the screen. Agents must click the “Grant” button in response to this notification to provide the necessary access permissions.

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Permission snapshot whenever agent plugs in headphones.

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Supported Actions

Sprinklr supports the following call control actions through headphones : 

1. Answer the call  

2. Reject Call 

3. Mute the call 

4. Hold the Call 

5. Unmute the Call 

6. Unhold the Call 

7. End the Call (Hangup) 

Integrating headsets with Sprinklr’s call controls enhances the efficiency and convenience for agents who rely on headphones. By enabling basic call functions directly through the headset, agents can manage their calls more seamlessly and focus on delivering excellent customer service. Ensure that permissions are granted when prompted to fully utilize this integration.