Handling calls
These steps use the desktop app. The mobile app works the same way for answering, calling back and closing missed calls.
During a call
Section titled “During a call”The call bar shows the call as ACTIVE and gives you:
| Control | What it does |
|---|---|
| Put on Hold / Resume Call | The caller hears your hold music while on hold. |
| Mute Microphone | The caller can’t hear you until you unmute. |
| Record | Starts recording, if call recording is turned on for your account. |
| Microphone and speaker | Switch audio devices without hanging up. |
A second call comes in
Section titled “A second call comes in”If a call arrives while you’re on another, choose Put A on Hold and Answer C, Hang up A and Answer C, or Reject.
Transfer a call
Section titled “Transfer a call”Use Attended Transfer to speak to your colleague first. When they’re ready, click Complete Transfer. If they can’t take it, click Cancel Transfer to return to the caller.
Call a colleague
Section titled “Call a colleague”Under Colleagues, you can see who is Online, Busy, Reachable on mobile or Offline. Click a colleague to call them. To reach a whole group, click the group under Groups.
Website callers
Section titled “Website callers”When a visitor calls from your website, the call shows a Web tag. You can also:
- Chat with them in the chat panel beside the call.
- Ask to see screen. If they agree, their screen appears in the app. Click Stop viewing when you’re done.
If a web caller’s connection drops, the call goes on hold with a countdown while they rejoin. Click End call if you don’t want to wait.
Report spam
Section titled “Report spam”To flag a number, choose Propose as spam and add a reason. An admin reviews it before calls from that number are blocked.