Make a Call
Using this application, there are multiple ways calls can be placed. You can make a call by dialing an extension number or phone number, pressing Call for an entry in the Contacts, Messages or History pages, and using a Quick Dial.
Dial a Phone Number
- Touch the Keypad tab.
- Dial the extension or phone number.
Quick Tip: To avoid any issues dialing, it is recommended to include the country code of any telephone numbers dialed. For example, use +1 when calling someone from North America.
- Tap the Call icon to initiate the call.
Use the Contacts Directory
- Touch the Contacts tab.
- Search for the contact's name.
- Tap the Call icon.
Call Someone from Messages
- Touch the Messages tab.
- Touch the contact's name or phone number to open the conversation.
- Tap the Call icon.
Call an Entry in Call History
- Touch the History tab.
- Locate the call history entry by the caller's name or phone number.
- Tap the call history entry to initiate the call.
Use a Quick Dial
- Touch the Quickdial tab.
- Tap the added quick dial to initiate the call.
After the conversation is complete, tap the End Call button to dismiss the call.
Receive Calls
When your app is being called, it should show the call ringing with options to answer or dismiss the incoming call.
- The incoming call screen will display the caller's name or phone number.
- Tap Remind Me to set a reminder that will notify you to return the call in an hour.
- For Android devices, touch the Answer or Reject buttons to answer or decline the call.
- For iOS devices, drag the Slider to the right to answer the call.
Active Call Features
While you are speaking with someone on a call, you can put the caller on hold, record calls, transfer calls (attended and unattended transfers), merge calls, and open a dual-tone multi-frequency (DTMF) keypad.
Item | Description |
---|---|
(1) | Displays the call participant's photo, if available. |
(2) | Displays the input level of your microphone. |
(3) | Shows the input level of the call participant's microphone. |
(4) | The duration of your current call. |
(5) | The contact name or phone number of the call participant. |
(6) | Tap the Information icon to examine metric of the call's quality. |
(7) | Touch the Back icon to open the main application screen. |
(8) | You can mute or unmute the microphone by tapping the Mute icon. |
(9) | You can turn speakerphone on or off by tapping the Speakerphone icon. |
(10) | Use the Camera button to turn the camera of your mobile device off and on. |
(11) | Touch the keypad button to pull up the dual-tone multi-frequency (DTMF) keypad. |
(12) | Use this button to hold or resume a call. |
(13) | Tap this button to start and stop recording the call. |
(14) | Initiates a cold (aka unattended or blind) transfer. |
(15) | Adds new call participant(s) to the present call. |
(16) | Initiates a warm (aka attended) transfer. |
(17) | Touch End Call to dismiss the call. |
To access other tabs on a call, tap the Back (3) icon to leave the active call screen and open the application screen.
Mute or Unmute Yourself
Touch the Mute icon to mute the microphone. Touch this icon again to unmute.
Turn Speakerphone On or Off
Tap the Speaker icon to turn on the speakerphone. Touch this icon again to turn the speakerphone off.
Make a Blind or Unattended Transfer
On the call screen, touch the transfer button to initiate an unattended transfer. Unattended transfer, also known as a cold or blind transfer, is when you transfer a call to another destination without establishing a conversation with this new call recipient. The first call is put on hold until the call is transferred successfully.
To make an unattended transfer:
- On an active call, touch the transfer button.
✔ The Keypad screen will display while the first call is placed on hold.
Quick Tip: To cancel the transfer, tap Dial To Transfer at the top of the screen.
- Use the Keypad to dial the other party's extension or telephone number.
Make a Warm or Attended Transfer
On the call screen, touch the att.transfer button to initiate an attended transfer. Attended transfer, also known as a warm transfer, is when you transfer a call to another destination but want to speak with this new call recipient before the transfer. The first call is put on hold until the call is transferred successfully.
To make an unattended transfer:
- On an active call, touch the att. transfer button.
✔ The Keypad screen will display while the first call is placed on hold.
Quick Tip: To cancel the transfer, tap Dial To Transfer at the top of the screen.
- Use the Keypad to dial the other party's extension or telephone number.
- Speak with the new call recipient when the new call is answered.
- Touch the Transfer button to completely transfer the call.
Quick Tip: To cancel the unattended call operation, select the Cancel button.
Record Calls
WARNING: Some countries and states impose laws and regulations on recording calls.
We recommend requesting consent from call participants before recording any call. Please consult with the regulatory experts in your company before using this feature.
To start recording an active call, tap the record button on the call screen. Touch this icon again to stop the recording.
View and Manage Recordings
Once the calls are recorded, the users can retrieve them in the History tab.
To access a call recording:
- Touch the History tab.
- Touch the Information icon beside the name or phone number you want to retrieve the recording.
Quick Tip: The Recording icon shows that the call log has recording(s).
- Touch the Play Record (1) button to listen to the recording.
- Touch the Pause button to pause the recording.
- To manage the recording, touch the Information (2) icon on that recording entry.
A list of recording settings will display:- Delete - Deletes the recording.
- Send By Email - Sends the recording to someone else using email.
- Share - Sends the recording to someone else using other applications.
- Prevent Deletion - Keeps the recording from being deleted by the auto-delete duration setting.
Lock Recordings
When an auto-delete recording duration is set, the recordings are deleted once expired. However, by enabling Prevent Deletion, the user can lock some important ones to exclude them from being deleted.
To lock the recording from being deleted:
- Touch the History tab.
- Tap the Information icon beside the name or phone number whose call has been recorded.
- On that recording entry, touch Information (2) → Prevent Deletion.
✔ A lock (1) will display on the entry to indicate it is excluded from being deleted.
Quick Tip: To unlock the recording, tap Information (2) → Allow Deletion (3).
Place a Call on Hold
Users can put a call on hold to pause the conversation so that none of the user and call participant(s) can hear each other.
To put a call on hold, touch the Hold button on the call screen. Touch this button again to resume the call.
Conference Calls
The users can add more people to an active call to form a conference call.
Establish a Conference Call
Touch the Add call button to add more people to an active call in the form of a conference call.
To form a conference call:
- On the call screen, select the Add call button.
Quick Tip: Tap Back To Call to cancel adding a new participant.
- Use the Keypad to dial the other party's extension or telephone number.
✔ The first call will be placed on hold while the second party is dialed.
- Touch the Join button when the second recipient answers the call.
- To add more people, repeat steps 1 to 3.
- To dismiss a conference call, touch the End Call button.
Manage a Conference Call
While you have a conference call active, you have the option to…
- Use the DTMF keypad.
- Place all participants on hold.
- Record the conference call.
- Add more participants.
- Split the call into separate calls.
- Perform an attended transfer.
- End the conference call.
To view and manage each participant in the conference call…
- Tap the Call Group icon that shows the name/numbers of the participants.
- Doing so will show each participant.
- Tap the Name or Number of a participant to switch to a view of just their call.
- Tap the Information icon next to a participant to view information about their call.
- Tap the Call Group banner to return to the conference call itself.
Split a Conference Call
In a conference call, the user can split the conference to separate calls by tapping the Split button. Consider using this feature when some call recipients want to leave the conference or have a private conversation with the caller.
To split a conference call:
- On an active conference call, select the Split button.
- Touch the Switch button and pick the participant to remove from the conference.
Quick Tip: To form a conference call from the separate calls again, tap the Join button on the call screen.
Use the DTMF Keypad
Tap the Keypad button on the call screen to open the DTMF keypad. Touch the digits on the keypad to enter any inputs in a call. This can be useful for interacting with interactive voice menus, like auto attendants and voice mailboxes.
To use the DTMF keypad during a call:
- On the call screen, touch the Keypad button.
✔ The DTMF keypad will display.
- Dial digits using the keypad (4) as needed.
- To clear the digit field (3), tap the Clear (2) icon.
- To close this DTMF keypad, touch the Close X (1) button.