Call Control & Management

​

Overview

Call control features give you complete control over call flow, including hangup, transfers, recording, and other call management functions.

​

Hangup and Disconnection with Tabbly

​

Graceful Call Ending

Natural Ending

• Agent concludes conversation
• Confirms next steps
• Thanks caller
• Ends call politely

Ending Triggers

• Goal achieved
• Maximum duration reached
• Caller requests to end
• Error conditions

​

Handling Abrupt Disconnections

Detection

• Automatic detection
• Immediate notification
• Log disconnection reason
• Attempt reconnection if appropriate

Recovery

• Attempt callback
• Send follow-up message
• Log for review
• Update records

​

Call Transfer Procedures

​

Transfer Types

Transfer to Human Agent

• Seamless handoff
• Transfer context
• Warm transfer
• Cold transfer options

Transfer to Another Agent

• Route to different AI agent
• Transfer based on needs
• Load balancing
• Skill-based routing

Transfer to External Number

• Transfer to mobile
• Transfer to landline
• Transfer to other system
• External routing

​

Transfer Process

Step 1: Initiate Transfer

• Agent decides to transfer
• Or automatic trigger
• Select destination
• Prepare transfer

Step 2: Transfer Context

• Share conversation history
• Include collected data
• Transfer notes
• Provide context

Step 3: Complete Transfer

• Connect caller
• Confirm transfer
• Monitor transfer
• Log transfer

​

Call Holding and Resuming

​

Hold Functionality

Placing on Hold

• Agent can place on hold
• Automatic hold in some cases
• Hold music/messages
• Time limits

Hold Experience

• Professional messages
• Periodic updates
• Music or silence
• Estimated wait

Resuming Call

• Resume from hold
• Continue conversation
• Maintain context
• Seamless transition

​

Call Recording Start/Stop

​

Recording Control

Automatic Recording

• Record all calls by default
• Or selective recording
• Compliance recording
• Quality assurance

Manual Control

• Start/stop recording
• Pause recording
• Resume recording
• Per-call control

​

Recording Settings

When to Record

• All calls
• Selective calls
• Based on rules
• On-demand

Recording Quality

• High-quality audio
• Multiple formats
• Compression options
• Storage settings

​

Mute and Unmute Functionality

​

Mute Features

Agent Mute

• Mute agent side
• For consultations
• Background discussions
• Privacy protection

Caller Mute

• Detect caller mute
• Handle appropriately
• Wait for unmute
• Continue conversation

​

Use Cases

• Agent consultation
• Background noise
• Privacy needs
• Technical issues

​

Conference Calling with Agents

​

Conference Setup

Three-Way Calling

• Add third party
• Human agent join
• Supervisor join
• Multi-party calls

Conference Features

• Mute/unmute participants
• Add/remove participants
• Conference recording
• Quality management

​

Use Cases

• Escalation to supervisor
• Multi-party consultations
• Training scenarios
• Complex issue resolution

​

Best Practices