# Working a Call (/docs/guides/agents/working-a-call)
When a call connects, careCycle opens the call workspace: the script and form
for this call in the center, with everything else you might need one keystroke
away.
The Header [#the-header]
The top of the workspace shows who you are talking to, the connection status,
and a running call timer, alongside your call controls:
From left to right:
* **Mute / Unmute**
* **Hold / Resume** (not available during a private transfer consult)
* **Add someone to this call**: a phone number (with your address book of
carriers and Medicaid lines), another agent, or a team. Pick **Bridge** to
bring them straight in, or **Private** to put the customer on hold, talk
first, then bring the customer in.
* **Participants**: everyone on the call right now.
* **Keypad**, for IVR menus. Tap keys one at a time, or type a string and
send it all at once.
* **Hang up** (if you started a private transfer, bring the customer back in
or cancel the transfer first)
Next to your avatar, **Pop out script** opens the script in its own small
floating window and takes you back to the app, so you can keep reading while
you look something up. The **X** in the corner does not end the call either:
it returns you to the app with the call still connected.
If the call came from a member with an open task, a **Reason for contact**
banner under the header tells you why before you say a word.
The Script [#the-script]
If a script is assigned to this call, it renders in the center, one section
at a time with **Previous** and **Next**:
* **Script cards** (marked with a headset icon) are what you say, with the
member's details already filled into the wording.
* **Fields** are what you capture. Required fields are marked, and Next will
not advance until they are filled. Everything you type saves to the
customer's record continuously; there is no submit button to forget.
* **Smart blocks** handle the structured stuff: address lookup with
autocomplete, prescriptions, provider search by name or NPI, dependents, and
policies.
While you talk, the AI listens to the transcript and fills fields for you; a
small "Updating script from the conversation..." pill appears when it
does. It only ever fills empty fields: anything the record already knew, or
anything you typed yourself, is locked against AI changes.
Some forms branch: answers in one section decide which section comes next, so
just keep following Next.
The Panels [#the-panels]
Everything else about the member lives in panels. Click **+** to add one:
There are six, and each has a keyboard shortcut (Option on a Mac, Alt on
Windows):
| Shortcut | Panel | What's in it |
| -------- | ----------------- | ---------------------------------------------------------------------------------------- |
| ⌥1 | **Transcript** | The live conversation, with your lines marked "You" and the AI's handoff note at the top |
| ⌥2 | **Notes** | Call notes. They save to the customer's Inbox thread so the whole team sees them |
| ⌥3 | **Customer Info** | The editable demographics, address, financial, and dependents cards |
| ⌥4 | **Policies** | The member's policies, with **Add Policy** |
| ⌥5 | **Tasks** | Open tasks for this member, with **New task** |
| ⌥6 | **Inquiries** | Open and resolved inquiries, with a spot to add a resolution note |
Press a shortcut to open a closed panel (it opens focused). If the panel is
already open but not focused, the shortcut jumps to it. If it's focused, the
shortcut closes it.
Arrange it your way [#arrange-it-your-way]
Set the workspace up however you like to work. careCycle remembers your
layout and sizes for the next call.
* **Resize**: drag the handle between the form and the panels to make either
side wider.
* **Dock at the bottom**: click the bottom-panel icon in the panel bar to open
a full-width area under the form, then add a panel there (or drag a tab
down into it). Notes works great down there.
* **Rearrange**: drag panel tabs to reorder them, move them between the side
and the bottom, or stack two in the sidebar.
* **Expand**: the expand icon makes the panel area take over the workspace.
Click it again to shrink it back.
When the call ends, the [wrap-up
banner](/docs/guides/agents/wrap-up-and-dispositions) takes over.
Closing out the call you just finished.
For managers: how these forms are built.