Desktop & web

Understanding call controls in the app desktop and web

Last updated on February 14, 2022
When you’re in a live call, you’ll have access to several different call control options that you can use to manage your call. These options include functions such as muting your call, putting your call on hold, transferring your call, and more. 
Let’s review all of your call control options below.

Understanding call controls

In a live call, the app will pop your dial pad out in a modal window on your screen. At the top of the dial pad, you’ll see the name and number of the person you’re on a call with. Below that, you’ll find the following settings to manage your calls:
  • Mute: Select this button to mute your call. Select Unmute when you’re ready to continue speaking with the caller
  • Keypad: If you need to provide any additional numerical input, you can select this button to open the keypad. Type the numbers in the open field at the top or press the keys on the pad to provide your input
  • Audio: Press this button to make changes to your audio sources, including changing your input and output sources. To learn more, visit Switching between call audio sources in the app
  • Add: Selecting this button allows you to call another person while on a live call. You can use this button to start a conference call with two or more people. To learn more, visit Starting a conference call in the app desktop and web
  • Video: Select this button to switch from a voice call to a Video meeting or screen share
  • Call actions: Select this button to reveal a dropdown menu with the following additional call control options:
    • Hold: Press this button to put the call on hold. Once you place a call on hold, you will not hear them and they will not hear you
    • Transfer: Select this to transfer the call to the desired location. This pulls up a keypad and several transfer options at the bottom. Visit Transferring a call in the app desktop and web to learn more
    • Record: Select this option to begin recording the call. An audio file will play to both you and the caller, indicating that the call is being recorded. A red Rec indicator will appear at the top of the dial pad. Select Stop recording when you’re ready to stop the recording
    • Park: Select this option to park the call to a different location. This will place the caller on hold until their call is picked up at the parked location
    • Flip: Use this option to flip your call to a different number. Hover your mouse over this option and select the device you’d like you to flip your call to. To learn more, visit Flipping a call in the app desktop and web
Please note that when you place a call on hold, the only available option from the call actions is Transfer. This provides the ability to transfer the call while on hold. The option to record, park, and flip the call will be disabled.
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