Learn how to use the Dial Pad, Hold, and Mute features in Shape Software while managing live phone calls.
Dial Pad, Hold & Mute
Shape’s dialer includes several tools that help you manage live phone conversations without leaving the CRM.
These tools allow you to:
- Enter phone extensions and IVR menu selections
- Temporarily mute your microphone
- Place callers on hold during supported call workflows
Each feature is available directly from the active call screen within the Shape dialer.
Using the Dial Pad
The Dial Pad allows you to send keypad tones (DTMF tones) during an active call.
This is commonly used when calling organizations that use automated phone menus or extension systems.
For example, you may need to:
- Enter an extension
- Select an IVR menu option
- Enter an account number
- Respond to automated prompts
- Navigate voicemail systems
Opening the Dial Pad
During an active call:
The Dial Pad remains available throughout the duration of the call.
Manual Dialing
The Dial Pad remains available throughout the duration of the call.When you’re not on an active call, the Dial Pad can also be used to manually enter a phone number before placing an outbound call.
While most users prefer Click-to-Call, manual dialing is useful when calling a number that isn’t already stored in Shape.
Using Mute
The Mute button temporarily disables your microphone without disconnecting the call.
While muted:
- You can continue hearing the customer.
- Your microphone audio is no longer transmitted.
This is useful when:
- Speaking with a coworker nearby
- Reducing background noise
- Gathering information before responding
- Preventing unintended conversations from being heard
Simply click Mute again to resume speaking.
Using Hold
Unlike a traditional desk phone, Shape does not include a standalone Hold button for general conversations.
Instead, Hold is automatically used as part of specific call workflows where temporarily pausing the customer’s conversation is necessary.
Currently, Hold is used during:
- Warm Transfers
- Call Waiting (when selecting Hold & Accept)
When a customer is placed on hold, Shape automatically plays hold music and announcements so they know the call is still active.
Once the transfer or call waiting action is complete, the customer is brought back into the conversation.
Best Practices
- ✓Use the Dial Pad to quickly navigate phone trees and extension systems.
- ✓Mute your microphone whenever you need to speak privately or reduce background noise.
- ✓Use Warm Transfers when you need to briefly place a customer on hold while introducing another team member.
- ✓Avoid placing customers on hold longer than necessary.
- ✓If multiple people need to participate in the conversation, use Conference Calling (Merge) instead of a transfer.
Frequently Asked Questions
Can I manually dial a phone number?+
Yes. You can use the Dial Pad to manually enter a phone number before placing an outbound call.
What is the Dial Pad used for during a call?+
The Dial Pad sends keypad tones that allow you to navigate automated phone menus, enter extensions, and respond to IVR prompts.
What happens when I mute my microphone?+
Muting disables your microphone while allowing you to continue hearing the other participants on the call.
Can the customer hear me while I’m muted?+
No. Your microphone audio is not transmitted until you unmute the call.
Can I place a customer on hold whenever I want?+
No. Shape does not provide a standalone Hold feature. Hold is automatically used during supported workflows such as Warm Transfers and Hold & Accept through Call Waiting.
What does the customer hear while they’re on hold?+
Customers hear Shape’s configured hold music and announcements while they’re waiting to be connected.
When should I use Hold instead of Conference Calling?+
Use Hold when performing a Warm Transfer or responding to Call Waiting. If everyone should remain on the same conversation, use Conference Calling (Merge) instead.