Making & Receiving Phone Calls
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When an inbound call is received the call notification will appear and a ringtone will be played simultaneously.
The call notification will provide the call ID information which is available along with options to answer or decline the call:
Answering the call will answer the call to the defined system audio output/input.
Declining the call will send the call to your voicemail.
To mute the audio notification and ringtone when an inbound call is received, please refer to the notifications section of this guide.
Note: Muting the audible ringtone notification is sometimes preferred by users especially when the user has a physical desk phone.
The Dialpad allows you to make calls to external phone numbers and internal extensions (typically via 3 or 4 digit extension numbers).
Calls to extensions and phone numbers via the Dialpad use your cloud phone system to make calls to physical phones, landline numbers, or mobile phone numbers. Each Accent user has a phone extension (typically 3 or 4 digits) which can be dialed directly from the Dialpad or via the user's Contact card.
You can start a call from the Dialpad by entering the destination number which you would like to call and clicking the Dial button to initiate the call.
Once the call has been placed you will see the interface change to reflect an active call in progress.
During a phone call the following options are available:
Mute Microphone turns your microphone off. The person on the other side of the call will hear only silence without knowing that you muted your microphone. Once you mute your microphone, the opposite Unmute Microphone button will be displayed.
Hold Call puts the call on hold. After setting a call on hold, you will have the Resume Call button which allows to continue a conversation.
Dialpad opens a window with a Dialpad which allows to send DTMF tones to the current call. This is useful when an IVR menu on the other side asks you to press one button or another.
Transfer call opens the Transfer call window which allows you to transfer the ongoing call to another phone number.
You can expand the view from Compact to Expanded by clicking on the Active Call Window. This will visibly place the call to the right within the Main Content Panel.
During a phone call the following options are available:
Mute Microphone turns your microphone off. The person on the other side of the call will hear only silence without knowing that you muted your microphone. Once you mute your microphone, the opposite Unmute Microphone button will be displayed.
Hold Call puts the call on hold. After setting a call on hold, you will have the Resume Call button which allows to continue a conversation.
Dialpad opens a window with a Dialpad which allows to send DTMF tones to the current call. This is useful when an IVR menu on the other side asks you to press one button or another.
Transfer call opens the Transfer call window which allows you to transfer the ongoing call to another phone number.
During a call you may place a second call by entering the destination number within the Number Field and clicking the Dial button to initiate the outbound call.
Note: Placing a second call during an active call will place the currently active call on hold automatically.
Once the second call has been placed the app interface will then reflect two Active Calls, the Live Call and the Call on Hold. You may toggle between the two calls using the Hold buttons. Taking the initial call off hold will result in placing the second call on hold.
You may merge two Active Calls using the Merge button, this will create a conference call with all three parties active in the same call. Once the conference call has been created the interface will update to reflect both participants within the same Active Call (pictured below).
During a conference call an option to split the calls will now be available. The Split Calls feature will separate the conference call into two separate calls, placing one party on hold while the other party is active.
