Call controls and transferring

An ongoing call has following controls:

1. Contacts - for accessing contacts during the call

2. Transfer - consulted or direct transfer

3. Keypad - for using DTMF signals and sending SMS

4. Mute - switches off your microphone during the call

5. Pause - puts the call on hold

6. End call - disconnects the call

7. Call bar - green bar at bottom returns to the ongoing call view from all other views

Open

Contacts

During a call you can enter contacts area to view contacts, or to transfer calls or send an SMS to them.

Transfer

There are two options for transferring a call - Consulted transfer and Direct transfer:

Open

Consulted transfer

A consultation call can be made before transferring. For example, before transferring a customer to a colleague, the user can first call the colleague and let them know before the transfer - or simply to ask for information from the colleague. This is also known as warm transfer.

Only one simultaneous consultation call is allowed.

Selecting the consulted transfer option directs the user to Contacts view where a contact can be selected as target of the consultation call, or a phone number given from keypad.

A contact is opened:

The original call is put on hold (paused) during the consultation call and two green call bars appear at the bottom while on consulted call:

The two call bars at bottom can be used to access either one of the calls. Both calls have the same functions.

Consultation call can be ended, or the transfer completed.

Complete transfer button transfers the call and ends it for the user:

Note: More than two participants (for example a customer, an agent and a colleague) cannot be joined into a conference call.

Direct transfer

Transfer the call directly to a contact or a phone number. This is also known as cold or blind transfer.

Selecting this transfer option directs the user to Contacts view where a contact can be selected as target of the transfer, or a phone number given from keypad.

A contact is opened:

Above, Direct transfer button transfers the call and ends it for the user.