> ## Documentation Index
> Fetch the complete documentation index at: https://docs.get2dial.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Answer, hold, transfer, and end a call

> The controls you have during a call in the Get2Dial agent workspace — answer, hold, transfer, mute, and hang up.

What to do when a call comes in, and the controls you have while you're on one.

## Steps

<Steps>
  <Step title="Answer or reject an incoming call">
    When a call arrives, select **Answer** to take it or **Reject** to decline it.
  </Step>

  <Step title="Use the call controls">
    While you're on a call: select **Mute** to stop the caller from hearing you (select it
    again to unmute), **Hold** to put them on hold (select **Resume** to bring them back),
    or **Keypad** to open a dial pad for entering numbers during the call.
  </Step>

  <Step title="Transfer the call, if needed">
    Select **Transfer**, enter the extension or number to send the call to, and select
    **Transfer call**. This is a blind transfer — the call leaves you immediately; you don't
    speak to the other person first.
  </Step>

  <Step title="End the call">
    Select **Hang up**.
  </Step>
</Steps>

<Note>
  There's no conference or attended-transfer option — transfer always hands the call off
  directly. Answer, hang up, mute, and hold each also have a
  [keyboard shortcut](/agent/keyboard-shortcuts), on by default.
</Note>

## Verify

<Check>
  After you hang up, you move into **Wrap-up** — see
  [Set a disposition](/agent/set-a-disposition).
</Check>

## Common problems

* **You can't hear the caller, or they can't hear you.** Check your
  [audio setup](/agent/sign-in-and-audio-setup) first, then see
  [Audio problems](/troubleshooting/audio-problems).
* **Transfer fails.** Confirm the extension or number is correct — a transfer to a number
  that doesn't route anywhere fails the same way dialing it directly would.

## Next steps

<CardGroup cols={2}>
  <Card title="Set a disposition" href="/agent/set-a-disposition" />

  <Card title="Agent states" href="/agent/agent-states" />

  <Card title="Set your keyboard shortcuts" href="/agent/keyboard-shortcuts" />
</CardGroup>