Call Handling/Transferring/Conferencing in the Mobile APP
Here we will run through what the Mobile App looks like when we make or receive a phone call.
If you want to call an individual in your company you may click their name and you will be directed to a menu that will have a phone and a texting icon. Click on the phone icon to give that person a call. Click the text icon to text that person’s extension.
Once a call has been connected you will see all the features that you would on your desk or softphone pop up.
How each feature works:
Hold- Puts the customer on hold listening to the on-hold music that your domain has enabled.
Add Call- This allows you to add another call to the one you are currently on. Also known as a conference call. A menu will pop up asking if you would like to choose a caller from your contacts or if you would like to use a dialed number.
Transfer- This feature allows you to use the transfer feature like you would on your desk phone. It will ask if you would like to transfer someone from your contacts or if you would like to use a dial pad for any external number you might want to send them to.
Helpful hint when transferring: When transferring you will be prompted to blind transfer or have an assisted transfer.
A blind transfer would send the call directly to the individual to whom you are transferring them. Immediately hanging you up and sending that call to the recipient.
An assisted transfer will allow you to stay on the phone and talk with the person you are transferring to prior to sending your first caller to them. The first caller will listen to the on-hold music until the transfer has been completed.
You will notice that when a call is being assisted that the transfer button changes to a complete transfer. When you are ready to send the caller over click the complete transfer button and you will then be taken off the call and the other two callers will be now talking back and forth
Dialing out to an external number:
To dial out to an external number click the red dial pad button at the bottom right of your screen. From there a dial pad will pop up and allow you to type out a number you would like to call.
