Phone

The Phone channel allows you to make and receive calls directly through the User Dashboard.

It also provides access to your recent phone conversations, contact information and in-call controls.

Make a phone call

From the Phone workspace

1. Open Phone.
2. Select the Caller ID you want to present if more than one is available.
3. Enter a contact name or telephone number.
4. Use the keypad if required.
5. Click the green Call button.

If the number belongs to an existing contact, their contact details, labels, notes and recent phone conversations are displayed.

If the number is unknown, you can create a new contact directly from the Phone workspace.

By hovering over a number

Hover over any number or extension on the History, Contacts or Recent conversations tables to reveal a click-to-call icon. Select it to start a call to that number immediately.

From the Contacts page

You can also start a call to a contact in two ways:

• Select Actions next to the contact, then select Make phone call.
• Open the contact's details page and select Start conversation, then choose Make phone call.

If the contact has both an internal extension and an external number, you're asked to choose which one to call before the call starts.

Recent phone conversations

The Phone page displays your recent calls.

Expand a record to view additional information, if available, such as:

• Recording
• Transcript
• AI-generated summary
• Conversation ID

Click See conversations history to open the complete History page.

Labels and notes

During a phone conversation, you can add labels and notes to help organise the interaction and keep useful context for future conversations.

Conversation labels

Labels can be assigned to the conversation record. Use them to categorise the interaction, for example by topic, outcome, priority or another classification used by your organisation. Select an available label to assign it to the conversation. Multiple labels can be applied where needed.

Conversation notes

Use Conversation notes to record information that relates specifically to the current call. Enter your note in the conversation notes field and click Save note. These notes stay associated with that conversation, making it easier to review what happened during or after the call.

Contact labels

If the phone number belongs to a known contact, you can also assign labels to the contact.
Contact labels apply to the contact, so they remain relevant across future conversations with that contact.

Contact notes

You can also add notes to the contact record. Contact notes are useful for information that should remain visible across multiple interactions, such as communication preferences, account context or follow-up information.

Incoming calls

When an incoming call reaches you, a call notification appears.

The notification displays the caller's number or contact information and provides the following actions:

• Accept – Answer the call.
• Ignore – Dismiss the notification without actively rejecting the call.
• Decline – Reject the incoming call.
• Expand – Open the full Phone workspace for the call.

During a call

Once connected, the active call panel displays the caller or contact, call status and call duration.

Available actions can include:

• Mute & change devices
• Hold
• Transfer
• Record
• End

The available controls depend on your permissions and the current call state.

The DTMF keypad remains available during supported calls so you can send keypad tones when interacting with IVRs or other automated systems.

Mute & change devices

Click Mute to mute or unmute your microphone during a call.

To switch your microphone or speaker without leaving the call:

1. Click the chevron next to Mute.
2. Choose a different device from Microphone or Speaker.
3. Select elsewhere on the screen to close the selector.

Switching devices does not affect your mute status or interrupt the call. To manage devices, go to My preferences > Audio & video devices.

Hold and multiple calls

You can have multiple calls open at the same time, but only one connected call can be active. An active call is either In progress or On mute. Any other connected calls are placed On hold.

Calls can have the following states:

• Calling – You are making an outbound call and waiting for the other party to answer.
• Ringing – You are receiving an incoming call that has not yet been answered.
• In progress – The call is connected and active.
• On mute – The call is connected and active, but your microphone is muted.
• On hold – The call is connected but temporarily placed on hold.

If you switch to another connected call, the currently active call is automatically placed On hold before the selected call becomes active.

Each open call appears separately in the Phone navigation and as a selectable tab at the top of the workspace, allowing you to move between calls while keeping only one connected call active at a time.

Transfer a call

Select Transfer during an active call to send the caller to another destination.

You can transfer to:

• A contact
• A telephone number

Two transfer types are available.

Attended transfer

Use Attended transfer when you want to speak to the destination before completing the transfer.

1. Select Transfer.
2. Choose Attended transfer.
3. Select a contact or enter a number.
4. Start the transfer.
5. The original caller is placed on hold while the second call is made.
6. Speak with the destination.
7. Select Complete Transfer to hand the original caller over.

Instant transfer

Use Instant transfer when you want to transfer the caller immediately. After the transfer is initiated, you are disconnected from the call.

Merge calls

If you have compatible active calls, the Merge calls action can appear in the call menu.
Use this action to join the calls into a single conversation.

Park a call

Call parking allows you to temporarily place a call in a shared parking location so it can be retrieved later.

During an active call:

1. Open the additional call actions menu.
2. Select Park call.

After a call is parked, the Phone channel shows:

• Parked telephone number
• Extension
• Pickup group, where applicable

The active call panel also changes to indicate that the call has been parked.

Retrieve a parked call

When a parked call is available to you, a notification can display:

• Caller number
• Parking extension
• Pickup group
• User who parked the call
• Park duration

Select:

• Retrieve to take the parked call.
• Ignore to dismiss the notification.

Call recording

The recording control displayed during a call depends on your account recording configuration and your individual permissions.

Recording enabled and user can control recording

If call recording is available and you have permission to control it manually, the button can move through three states:

1. Record – The call has not yet been recorded. To begin recording, click Record or Start Recording in the dropdown.
2. Recording – Recording is currently active. A blinking red recording indicator is displayed. To stop the current recording, click Recording or Pause recording in the dropdown.
3. Paused – The call was previously being recorded but recording has been paused. To start recording again, click Paused or Resume recording in the dropdown. The control then returns to the Recording state.

Recording enabled but user cannot control recording

If recording is enabled automatically but you do not have permission to start or stop it:

• The recording control remains visible.
• The control is disabled because you do not have permission to control call recording.
• A blinking red indicator shows that the call is being recorded.

Recording unavailable

If recording is unavailable for the call and you cannot manually control recording:

• The Record control remains visible but disabled.
• A tooltip explains that call recording is unavailable for the call.