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How Do I Pick Up, End and Start a Call?

Introduction

This page explains how to work with the Native Voice channel as an agent, especially how to pick up, end and start a call new outbound call.

Answering Incoming Calls

When you click to accept an incoming phone call, you will be connected to the customer and a conversation window will open. On the left side of the window you can see the call log. If you have call recording enabled, this will automatically start when the call is connected and will also show in the call log.

In the top left tab bar of your browser, a red dot will appear. This means you are connected to the customer and the browser is using your microphone.

Call Controls

The different call controls can be found in the top right corner. If you have call recording enabled, you will find a button to stop recording and when the recording has been stopped, you can re-start the recording. You also get options to place the call on hold, or to transfer or hang up. All these actions will appear in the call log.

Wrap-up Stage

When you end the conversation with the customer and either they or you hang up the call, you will enter wrap-up stage. Wrap up stage is necessary because otherwise you will go straight back into availability for new incoming phone calls after ending a call. Wrap-up time can be used to finish any admin you need to do before going back into availability. During this time, you will get the status ‘busy’. When you’re ready, you can end the wrap-up and your status will change back to ‘available’.

In the video below you can find how to pick up, end and how to start a call.

Learn more

To learn more about operating the native voice channel, please view:

  • How do i use statuses and handle incoming calls?
  • how do i operate internal and external collaboration calls?

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