The Accent app includes an always connected virtual softphone which you may use to make and receive calls in place of your physical desk phone. Calls made with the Connect virtual softphone originate from your extension just as if they were placed from you desk phone.
You may place and receive calls from both your desk phone (if applicable), the Accent Cloud Phone mobile app, and the Connect virtual softphone, all three operate independent of the other.
The Dialpad is the default view displayed upon accessing the Phone section and 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.
Like the call history in your mobile phone, the Call History in the Accent app allows you to keep track of your calls. For the calls that were recorded you can also listen to the recordings and download the recording files.
To access your Call History, open the Call History tab from the Phone menu. Like Contacts and Channels, Call History has a search functionality that allows you to search based on names or phone numbers.
When possible, Call History records are automatically linked to Contacts (where Contact may be your personal (Connect contact), Contact from company directory, or a contact found on your device) based on the phone number. If the application finds a matching Contact, this Contact's image and name are shown.
Clicking on a Call History record will open the Call Details page. Clicking on the Actions︙icon offers more actions, such as:
Call places a call to the number associated with the record.
Play/Pause a call recording (if applicable).
Download a call recording (if applicable).
Open a downloaded call recording (on mobile and desktop applications, if applicable).
Profile allows you to access an associated Contact's profile.
Chat starts a chat with associated Contact.
Add to Personal Contacts allows you to create a new Contact for the calls not associated with any Contacts by opening the Add to Active Contacts form with the phone number pre-filled.
Call Details opens the Call Details page for that record.
You can change the default on-click behavior in the Other Settings​
You can also change the number of Call History records to be shown in the application. To do this, open Language and Appearance and set the Number of call history records to show as needed.
If a Call History record has a an associated call recording, you can listen to it using the built-in player or download it.
To see more detailed information about a Call History record, open the Call Details page from the Actions︙menu or by clicking on a call record.
Currently, only Calls to Extensions and Phone Numbers are listed in Call History. Video Calls use a different mechanism and thus are not included.
Each user has a voicemail box by default and voicemail may be enabled/disabled via the Voicemail Settings menu. All voicemail messages are available for delivery to email and transcription to text within the email. If the user has designated voicemail messages to be delivered via email then the message will be automatically transcribed and the transcription included within the body of the email by default.
The Accent app provides a convenient user interface to manage and interact with voicemail messages. A caller may be directed to voicemail in two cases:‌
A call was rejected explicitly by the user.
A call was not answered after the number of seconds specified in Voicemail Settings.
‌Both scenarios imply the user has enabled Voicemail in their Voicemail Settings.‌
Voicemail is only available for calls placed to your extension or your direct phone number, i.e. not when someone places a video call to you. To customize your Voicemail experience, visit the Voicemail Settings within the app.
Clicking on a voicemail record will open the Voicemail details page for that record. Each voicemail record can be listened to with the built-in player via the details page and/or downloaded. Downloaded ​files are accessible within the Downloads page.
‌A voicemail's status can be "new" or "read". New messages appear bolded within the list. Once you listen to a voicemail message, it is automatically marked as "read".‌
The options available for while interacting with a voicemail record are:
Play/Pause a voicemail record.
Download a voicemail record.
Call places a call back to the number associated with the record.
Profile shows a Contact profile if the caller is associated with a contact.
Chat starts a Chat if the caller is associated with a Chat capable contact.
Download stores the message to the user's PC or Mac.
Mark as New/Read explicitly marks a voicemail record as new or read.
Delete permanently deletes a voicemail record after the user's confirmation.‌
Voicemail has the same search functionality as Call History, allowing you to find a specific message. The search looks for matches in caller's name and phone number.‌
Each voicemail record is automatically linked to a Contact (which may be a personal, company or device contact) by the phone number. If the application finds a matching contact, the image and name will be shown.​
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.
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.
