Overview: Softphone call controls (App)

This article provides an overview of call controls in softphone in App.

In this article

Overview

In App, the softphone call controls are where you handle phone calls you make or receive on your softphone (webRTC). The call control panel automatically appears in the top-right corner of App whenever you make or receive a call.

With the softphone call controls, you can perform common actions like:

• Accept a call

• Reject a call

• Mute your audio on a call

• Transfer a call to a coworker

• Transfer a call to another device

• Hang up a call

• And more

The softphone call controls panel also provides an audio settings menu (item I in the Visual breakdown section below) where you can select which audio device you want to use for the call (like your browser softphone or a headset).

Note: Before managing calls through the Softphone, ensure that your call settings are configured appropriately. If you prefer to only use a deskphone or to route your inbound calls elsewhere, disable webRTC in your call settings to turn your softphone off.

See the Visual breakdown section below for a detailed description of each of the softphone call controls.

Visual breakdown

• Multiline (A): The multiline feature of the softphone (WebRTC) allows you to manage up to six phone calls at a time.

• Call details (B): The call details display the phone number, caller ID of the party on the other end of your call, and the current duration of the phone call.

• Keypad (C): The keypad allows you to interact with an IVR menu by clicking the numbers corresponding to your menu selection.

• Create chat (D): The create chat button allows you to start a chat channel with the phone number that you’re calling. If the caller is a coworker, this populates a direct message between you and the coworker in Chat. This means that you can message the coworker in Chat while talking to them on the phone. However, if you are on the phone with an external number, this button is where you can create an SMS exchange between you and the external number. This exchange also populates under your direct messages in Chat.

• DTMF (Dual-Tone Multi-Frequency) field (E): The DTMF field is where you can type in your menu selection with the keys on your keyboard when interacting with an IVR/auto attendant menu.

• Transfer (F): The transfer button opens a menu of options for transferring the call from the softphone workspace to another device or destination. The options presented are based on the devices associated with your account. The softphone transferring options can include:

  • • Mobile: Select mobile to transfer the call to the number you have input as your mobile phone number within your basic profile settings.

    • Forwarding Number: Select forwarding number to transfer the call to the number you have input as your forwarding phone number within your call settings.

    • Desk Phone: Select desk phone to transfer the call to a desk phone provisioned to your user. You may have multiple desk phone options appear within this list if your account admin has assigned multiple desk phones to you user.

    • Custom: Select custom to manually enter either an extension number of one of your peers or enter a full phone number to transfer the call to. 

• Hold (G): The hold button places the call on hold and plays hold music for the party on the other end of the call. When a call is placed on hold, neither you nor the other party can hear each other; the party on the other end of the call hears hold music while waiting. 

• Mute (H): The mute button mutes your end of the call. This allows you to still hear the person on the other end of the call while they can’t hear you. 

• Audio settings menu (I): The audio settings menu is where you can view and update the microphone and speaker the system uses during softphone (webRTC) calls. The default audio settings for these calls are set under your call settings. If you update your audio settings while on a live call, then the audio settings revert back to your default settings for the next phone call. So, if you need to change your default audio settings, do so by updating the WebRTC Audio container in your call settings.

• Hang up (J): The hang up button terminates the call connection.

• Call recording (K): The call recording button allows you to start and stop recording a live call. Depending on your call recording settings, your calls can be configured to automatically start recording. Otherwise, you can manually click this button to start/stop the recording. In either case, once the call is complete, you can review and download the call recording under the call history workspace.