Cloud Softphone Call Management

Seb B.

Updated February 12, 2026 16:56

Making a Call

Use this application to place a call by dialing a phone number, or call a number from the existing contact lists or call logs. The users can also create a list of quick dials for frequently-call contacts.

Make an outgoing call via the following options:

New phone numbers

Select Keypad from the left navigation menu.
Dial the phone number. Important: Include the country codes when dialing the numbers. For example, use +1 when calling someone from North America.
Select the Call button below the dialer to initiate the call.

Existing contacts directory

Select Contacts from the left navigation menu.
Search and select the contact name. The right pane displays the contact information.
Select the Call button next to the contact number to initiate the call.

Quick dials

Note: See the Adding Quick Dials section to learn how to add a quick dial.

Select Keypad from the left navigation menu. The Quick Dial section displays underneath the dialer.
Search and select the contact name. The call is initiated.

Messages

Select Messages from the left navigation menu.
Under the MESSAGES pane, search and select the contact or phone number.
Select the Call button on the top of the right pane to initiate the call.

Call history

Select History from the left navigation menu.
Under the CALLS pane, search and select the contact name. The right pane displays the call details.
Select the Call button next to the contact number.

Select the End Call button to dismiss a call.

Answering Calls

This softphone application rings when someone calls the user. When receiving a phone call, the right pane displays the caller's information (2). Answer or dismiss the call.

When receiving a call:

Select the Call (5) button to answer the call.
Select the End Call (4) button to decline the call.
Select the Information (1) icon to display the quality of the call.
Select the Mute (3) icon to turn off the microphone before answering the call. The icon then changes to . Select this icon again to unmute the microphone.

Mid-Call Operation

While in the middle of an active phone call, the user can put the call on hold, record calls, transfer calls (attend and unattended), merge calls, and use the dual-tone multi-frequency (DTMF) keypad.

Item	Description
(1)	Displays active, on hold, and incoming calls underneath the dialer.
(2)	Toggle to start and stop recording the call. Note: See the Recording Options section for more information.
(3)	Displays the call duration.
(4)	Puts the call on hold. By toggling this button, the user can hold or resume the call.
(5)	Turns off the microphone. By toggling this button, the user can turn on or off the microphone.
(6)	Dismisses a call.
(7)	Opens a smaller dialog box of an ongoing call that stays on top of all windows.
(8)	Initiates a cold or unattended transfer.
(9)	Opens the dual-tone multi-frequency (DTMF) keypad.
(10)	Initiates a warm or attended transfer.
(11)	Adds new call participant(s) to the present call.
(12)	Turns on the computer speaker.

Muting and Unmuting the Microphone

Select the Mute icon to mute the microphone. The icon then changes to Unmute . Select this icon again to unmute.

Configuring the Audio Settings

Select the Audio icon to change the speaker, microphone, and sound settings.

If the host computer has more than one audio device, more device options are displayed in the list. A check mark (✓) is displayed on the default or selected devices. Change to another device, if necessary.
Select Sound Settings to open the Sound pane in the Settings window. See the Audio Settings section for more information.