Active Call Controls

Manage an in-progress call using hold, mute, transfer, and other in-call controls.

The Web App is your partner for seamless call management. Here’s how to make calls and manage active conversations.

Number Registration Status

Check the registration status indicator on the Phone button:

Green: All your active numbers are successfully registered.

Yellow: Some of your active numbers are not registered. Hover over the indicator to see which numbers are active and which are not.

Red: All your active numbers are unregistered.

Click the status indicator to access Number Settings, where you can manage the registration status of your numbers.

Call from Keypad

  1. Log in to your account

  2. Check that you have a registered number: navigate to Menu Settings > Settings > Phone and ensure Active is toggled on for your number

  3. On the main page, click the Phone button in the upper right corner

  4. Dial or type the number you wish to call. You can also use the Search tool to find contacts

  5. Click the green phone button to start the call

  6. To finish the call, click the red phone button

Call from Chat Page

You can also initiate calls directly from a contact’s chat page.

  1. Go to the Directory page on the left menu

  2. Select the contact you want to call and click to open their Chat Page

  3. On the chat page header, click the Call button

  4. The outbound call will start

  5. To finish the call, click the red phone button

Manage Your Calls

Mute Calls

Mute your microphone during an active call. You will still hear the other person, but they will not hear you.

  1. During an active call, click the Microphone Icon to mute

  2. Click the Microphone Icon again to reactivate your microphone

Hold Calls

Place an active call on hold.

  1. During a call, click the Pause Icon to hold the call

  2. Click the Play Icon to resume the conversation

Transfer Calls

Transfer an active call to another contact or number. There are two methods: Ask First (announce the caller before transfer) and Transfer Now (direct transfer without announcement).

Ask First Method

  1. Click the Transfer button

  2. Use the search tool to find a contact or dial a number

  3. Select Ask First and wait for the receiving party to answer

  4. Click Hang up and transfer to complete the transfer, or click Back to and hang up to return to your original call without transferring

Note: If the receiving party does not answer or declines the call, select Back to and hang up to return to your original call.

Transfer Now Method

  1. Click the Transfer button

  2. Use the search tool to find a contact or dial a number

  3. Select Transfer Now

  4. The call will be transferred to the selected number

Keypad Feature

Use the keypad during a call to make menu selections, such as those required by an auto attendant or extension dialling.

  1. During an active call, click the Keypad icon

  2. Click the desired number(s) on the dial pad

Record Calls

Record and save calls directly to your device.

  1. During an active call, click the Record Icon to start recording

  2. Click the Record Icon again to stop recording

  3. Click Save to save the recorded file to your device

New Call

Start a new call while already on another call. The existing call will be automatically placed on hold.

  1. While on an active call, click New Call to search for a contact or dial a number

  2. Make the new call

  3. Click End Call to end the new call and return to the previous call, or click Merge to combine both calls

Merge Calls

Combine multiple active calls into a single conversation.

  1. Start a new call using the New Call feature, or receive an incoming concurrent call

  2. While on another call, click the Merge button to combine both active calls

  3. Once merged, all participants will be able to hear and speak to each other

If more than three people are merged into a call, hover over the avatars and numbers to see the full names and complete phone numbers of participants.

Minimise Calls

Minimise the phone window while on an active call using the Dock button.

  1. While on an active call, click the Dock icon in the upper right corner of the keypad

  2. The Phone icon on the main page will turn green and display the current call duration

  3. Click the green phone icon to reopen the keypad

Managing Multiple Active Calls

When you have two or more active calls, the Phone icon displays the number of ongoing calls instead of the duration. Right-click on the green phone button to see the duration and parties involved in each call. You can then:

  • Click on a call to focus on it and open its controls
  • Click the hang-up icon (displayed on hover) to end a specific call without opening the keypad

Presence

The Presence feature shows the availability status of contacts, indicating whether they are on a call. A phone icon displays next to their name in the directory and chat page. If you see an incoming call notification, click the red blinking icon to accept the call.

Check Your Call Records

View your call history within the app.

  1. Click Activity in the upper left corner

  2. Click Calls in the upper right corner

Note: Call records are only available while you are logged in. Once you sign out, they will no longer be accessible.