Plan requirement
| Subscription | UC-Essential or higher |
Call a colleague by name, transfer to someone else, put a caller on hold, and get back to a call you parked.
Make a call
Type a name, extension or number in the dialpad and press enter. Searching by name works across your colleagues and your shared phonebooks, so you rarely need to remember a number.
For external numbers, use the full international format. It always works, while shortened local numbers depend on how your system is configured.
Answer, and what to do next
An incoming call shows the caller's name if the number matches a colleague or a phonebook entry. Answer in the browser, or on your desk phone if you have one.
Put someone on hold
Hold pauses the call and plays hold music. The caller cannot hear you, which is the point: use it before you ask a colleague a question, rather than covering the microphone.
Transfer
There are two kinds and the difference matters to the caller.
- Attended transfer. You speak to your colleague first, explain who is waiting, then connect them. Slower, and much better for the caller.
- Blind transfer. The call goes straight through with no introduction. Fine for a switchboard, jarring for a customer who has just explained their problem.
Use attended transfer unless you are certain the destination will pick up.
With a blind transfer, the call can come back to you if nobody answers. That is not a fault, it is the system making sure the caller is not abandoned.
Add someone to the call
Turn a two-way call into a conference by adding a third person, without hanging up and starting again.
Record a call
You can record a conversation while it is running. Tell the other person you are recording. In most countries this is a legal requirement, not a courtesy, and the obligation sits with you rather than with us.
Move a call between devices
If you are logged in on more than one device, you can move a call in progress from your computer to your mobile or desk phone without hanging up.
The Devices menu in the top bar decides where calls start and where they ring. Choose Any and every phone rings, and an outgoing call is set up on whichever one you answer.
Most people use one device for outgoing calls almost all the time. Selecting that device instead of Any saves the rest of your phones ringing every time.
The personal setting Ring only active device changes the incoming half: with it off, everything rings regardless.
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