---
title: "Voice Control Bar Overview"
slug: "voice-control-bar-overview"
description: "Get to know the voice control bar to control and manage your call experience. Learn more in Gladly Help Docs."
updated: 2025-01-24T06:45:31Z
published: 2025-01-30T20:02:30Z
canonical: "help.gladly.com/voice-control-bar-overview"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://help.gladly.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Voice Control Bar Overview

Get to know the voice control bar to control and manage your call experience.

## Voice Control bar when on a call

When a call starts, the Voice control bar immediately appears on top of the Customer Profile.

![Chat conversation showing Julie asking for help and Matthew listening in on a call.](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/voice20control20bar20customer20profile.png)

The Voice Control bar is made up of the following elements.

![Diagram illustrating call features like mute, hold, and transfer options for participants.](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/Call20control20bar20overview.png)

- **Call Participants Flagged As Visible –** Avatar(s) of a Team Manager, Agent Plus, or Administrator flagged as visible listening on the call. Multiple avatars appear if there is more than one listener.
- **Mute/Unmute –** To mute or unmute the microphone.
  - Appears in red with a slash when the microphone is muted. ![Microphone icon with a slash, indicating the microphone is muted or disabled.](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/mute20icon20voice.png)
- **Hold –** Put the Customer on hold, and they hear hold music.
  - Appears in red with a moving circular stroke around the icon when a Customer is on hold. ![A play button icon indicating pause functionality in a circular design.](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/hold20icon20voice.png)
- **Transfer –** Transfer the call to another Agent, Inbox, or Gladly user.
- **Conference –** Conference the call with an external contact outside of Gladly or transfer a call outside of Gladly.
- **Keypad –** Open the dial pad.
- **End Call –** End the call.
- **Record Indicator –** Live call recording indicator. Stops and resumes call recording.

## Voice Control bar to Listen, Coach, or Join a call

| **REQUIRED USER ROLE** Administrator, Team Manager, Agent Plus |
| --- |

The Voice Control bar illustrated below appears when a Team Manager, Agent Plus, or Administrator user starts to [listen, coach, or join](https://help.gladly.com/docs/listen-coach-or-join-phone-calls) an active call.

![Interface showing call participants, visibility options, and coaching mode features.](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/call20control20for20call20listen20and20join20.png)

- **Visibility –** Control visibility when listening to calls.
  - Appears in red with a slash if flagged as invisible.
  - Must be flagged as *visible* to Coach or Join a call.
- **Call Participants –** On all modes, indicate the number of participants (internal and external) on the call visible to the Agent.
- **Leave Call –** Leave a call you are listening in to, coaching, or have joined.
- **Mode –** Mode selector to Listen, Coach, or Join a call.
  - Coach and Join are unavailable if Visibility is set to *hidden*.
- **Mute –** Mute the microphone when in Coach or Join mode.
  - Appears in red with a slash if muted.
  - *Mute* is the default state. The state will persist when changing modes from Coach to Join and vice versa.

## Related

- [End, Transfer, and Conference Calls](/end-transfer-and-conference-calls.md)
- [Listen, Coach, or Join Phone Calls](/listen-coach-or-join-phone-calls.md)
- [Make Outbound Calls](/make-outbound-calls.md)