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Answer an Incoming Call

1. Pick up a call​

  • When there is an incoming call, the User’s phone will ring along with a pop-up notification.

Press:

  • Blue button to accept the call.
  • Red button to reject the call.

 

  • For internal calls to an extension, you can now see who the call is directed to.

2. Talking and ACW​

During the Talking state, you will see an “End Call” button and for ACW (After Call Work) state, you will see an “ End ACW” button. 

  • If you click “End ACW” without submitting a note, the system will automatically save whatever you entered in the note.
  • ACW will apply for both Contact Center - Incoming Call, Callback Call, Campaign call pop up.
  • ACW can only be ended when:
    • Clicking “End ACW”
    • Clicking “Finish” button on popup
    • Making a new call (outbound call)
    • Hitting time out

Note:​

Color of Talking/ACW will change according to the user status:

  • Available - Green
  • Busy - Red
  • Away - Yellow
  • Offline - Grey

 

When the user state is Free/Dialing​

When the user state is Talking​

When the user state is ACW​

3. Show Caller ID when Forwarding​

On user’s device, they will see the details below when receiving a diverted call.​

Scenario 1: Forward to Internal Extensions​

  • Ignore the current Caller ID when forwarding (Internal): Caller Number or Ext Key
  • Show the Caller ID for the Forwardee as follows:
  • From:
    • Internal Call: Caller Extension Key
    • External Call: Caller Number
  • To: Forwarder Extension Key

Scenario 2: Forward to External Numbers

  • Based on the setting of the forwarder extension
  • Show the Caller ID for the Forwardee as follows when settings as Caller Number
    • From: Caller Number
    • To: Forwardee Extension Key
  • Show the Caller ID for the Forwardee as follows when settings as Assigned Caller ID
    • From: Assigned Caller ID
    • To: Forwardee Extension Key

Use Case​

  • A calls B
  • B forwards to C
  • B is always an Internal Extension
  • C picks up the call via Mobile App

 

 

4. Show Caller ID when Transferring​

On user’s device, they will see the details below when receiving a diverted call.​

Case 1: If Caller and Transferor are 2 different people​

Scenario 1: Transfer to Internal Extension​

  • Show the Caller ID for the Transferee as follows:
    • From: Caller Extension Key
    • To: Transferor Extension Key

Scenario 2: Transfer to External Number

  • Based on the setting of the transferrer extension
  • Show the Caller ID for the Transferee as follows when settings as Caller Number:
    • From: Caller Number
    • To: Transferee's Extension Key
  • Show the Caller ID for the Transferee as follows when settings as Assigned Caller ID:
    • From: Assigned Caller ID
    • To: Transferee Extension Key

Use Case​

  • A calls B
  • B Transfers to C
  • C picks up the call via Mobile App

 

Case 2: If Caller and Transferor is the same person

Scenario 3: Transfer to Internal Extension

  • Show the Caller ID for the Transferee as follows:
    • From: Caller Extension Key
    • To: Transferee Extension Key

Scenario 4: Transfer to External Number

  • Based on the setting of the transferrer extension
  • Show the Caller ID for the Transferee as follows when settings as Caller Number:
    • From: Caller Number
    • To: Transferee’s Extension Key
  • Show the Caller ID for the Transferee as follows when settings as Assigned Caller ID:
    • From: Assigned Caller ID
    • To: Transferee Extension Key

Use Case​

  • B calls A
  • B transfers to C
  • C picks up the call via Mobile App

 

5. Show Caller ID for a Forwarded/Transferred Call on an IP Phone​

When users receive a forwarded/transferred call within their organization , the caller ID will be displayed on their IP Phones in the below stated manner. 

Logic:​

Internal Call Forwarding:

  • A calls B (Ext 100)
  • B forwards the call to C (Ext 200)
  • C picks up the call via IP Phone (Ext 300)
  • Display on IP Phone of C: <Caller name> + <Caller extension key> => A 100

Internal Call Transfer:

  • A calls B (Ext 100)
  • B transfers the call to C (Ext 200)
  • C picks up the call via IP Phone (Ext 300)
  • Display on IP Phone of C: <Caller name> + <Caller extension key> => A 100
     

6. Finish a call​

Once the conversation is over, click on the End Call button in order to hang up and receive a new call.