Making and Receiving Calls

The Communication page provides a full-featured dialpad and call management interface for handling external calls with customers and clients.

Making Outbound Calls

Using the Dialpad

1. Navigate to the Communication page and ensure External is selected.
2. Enter the phone number using the on-screen keypad or your keyboard.
3. Select the From Number dropdown to choose which business number to call from (if you have multiple numbers assigned).
4. Click the green Call button to initiate the call.

Calling from Contacts

1. Go to the Contacts tab in the left navigation.
2. Search or browse for the contact you want to call.
3. Click on the contact to open their conversation thread.
4. Click the Phone icon to start the call.

Calling from Recent

1. Go to the Recent tab in the left navigation.
2. Find the previous conversation with the contact.
3. Click the Phone icon to redial.

Receiving Inbound Calls

When an incoming call arrives, you will see a call notification appear on your screen.

Answering a Call

• Click the green Accept button to answer the call.
• The call will connect and you can begin speaking with the caller.

Declining a Call

• Click the red Decline button to reject the call.
• The call will be routed according to your queue's overflow settings (e.g., voicemail or another agent).

Queue Assignment Required

You must be assigned to a queue to receive inbound calls. Contact your administrator if you are not receiving calls.

During a Call

While on an active call, you have access to several controls:

Action	Description
Mute	Mute your microphone so the other party cannot hear you.
Hold	Place the caller on hold with music.
Keypad	Access the DTMF keypad for entering numbers during the call.
Transfer	Transfer the call to another user or queue.
End Call	Hang up and end the call.

Call Transfer

To transfer a call to another team member:

1. Click the Transfer button during an active call.
2. Search for the user or queue you want to transfer to.
3. Choose Blind Transfer to transfer immediately, or Warm Transfer to speak with the recipient first.

Call History

All calls are automatically logged in the Recent tab, displaying:

• Contact name or phone number
• Call direction (inbound/outbound)
• Call duration
• Date and time
• Call outcome (answered, missed, voicemail)

Voicemails

When callers leave voicemails:

1. Navigate to the Voicemails tab in the left navigation.
2. Click on a voicemail to play the recording.
3. Use the playback controls to listen, pause, or skip through the message.
4. Optionally, call back the contact directly from the voicemail view.

Voicemail Notifications

You will receive notifications for new voicemails. Make sure your browser notifications are enabled.