Placing and Handling Calls

All call controls live in the soft phone, which agents run in the browser extension or the Windows app. This page walks through the everyday call tasks. See Soft phone for its tabs and settings.

Dial a phone number

1. In the soft phone, choose the Keypad tab.
2. Type the number, or pick the country flag first and type the national number. The number is formatted as you type.
3. Click the green call button or press Enter.

When the in-page soft phone is enabled, a phone button also appears beside phone fields in the CRM, for example on a contact. To call a customer as part of your work, open their activity first so the call is logged against it; see Activities.

Call an extension

1. On the Keypad tab, click Dial extension.
2. Type the extension number and click the call button, or start typing a name: matching people appear with their extension, and clicking one calls them straight away.
3. Click Dial phone number to go back to ordinary numbers.

Answer an incoming call

An incoming call opens a window in the soft phone with the caller and any Matched records.

Button	What it does
Answer	Connects the call.
Answer & open	Connects and opens the matched record.
Open	Opens the matched record without answering.
Voicemail	Sends the caller to voicemail.
Ignore	Stops ringing on this page.

When you have the phone open in several tabs, answering in one stops the others ringing.

A call from a queue arrives as an offer first: the workspace and the docked agent bar show the caller, the queue and a countdown, and the soft phone lists the contacts that match the number. This screencast signs in to the Support queue, accepts a live call, puts the caller on hold and back, mutes and unmutes, hangs up, and lands in wrap-up with Complete activity:

During a call

Button	What it does
Mute / Unmute	Stops the customer hearing you.
Hold / Resume	Puts the customer on hold; they hear hold music or a soft tone.
Keypad	Sends key presses (touch tones), for example to navigate another company's menu.
Hang up	Ends the call.
Transfer	Opens the transfer panel (below).
Add call	Holds this call and lets you dial another. Back to call returns to the first one.
End all	Ends every call you have; asks you to confirm (the default choice is Keep talking).

Transfer a call

1. Click Transfer.
2. Choose Blind (hand the call over immediately) or Warm (talk to the person first).
3. Pick the target from the directory: Agents, Queues, Outside numbers (the approved list), or type a number or extension.
4. For a blind transfer the call leaves you. For a warm transfer the soft phone shows Calling..., then Talking to X. The caller is on hold. Click Complete transfer to hand over, or Cancel transfer to return to the caller.

Transferring to an outside number needs the Transfer calls externally permission.

Merge calls into a conference

1. With two or more calls in the Active calls list, tick the calls to join (or Select all).
2. Click Merge calls (or Add to conference when a conference already exists).
3. The list shows Conference · N participants; each participant has their own hang-up button.
4. Leave takes you out and keeps the others talking. End for all ends the conference.

After the call

A queue or campaign call puts you in Wrap-up until you complete the activity. See Agent workspace.

About the screencast

The first screencast shows the keypad and the extension search and stops before a call is placed; the others are live calls. Completing a transfer and conferencing use the buttons described above.