What you need to know:
ProConnect's Business Call Center is a carrier-class communications management product fully integrated that provides Automatic Call Distribution functionality.
1.
Your Endpoint Location
If your administrator has configured your account to be associated with an appropriate endpoint location where you usually make & receive calls, you can use the call control buttons on the Report Toolbar to perform various actions such as placing calls, answering calls, and holding them. Some call controls may be grayed out or unavailable, depending on your current state or whether your administrator has enabled them.
Note: Call control toolbar buttons are only displayed for reports configured with the Real-Time report duration option.
Click image for large view