Calls
After logging in to the app, you are ready to make and receive calls on the same extension number and/or phone number you have on Business Cloud Communications. The app follows the call handling behavior you have in place in the Voice Portal. If you have an IP phone as well as the app on your devices, incoming calls to your number will ring to all your devices. If you answer or decline on one device, the other devices stop ringing.
Before making a call from the desktop app, make sure your headset is connected to your computer. On the desktop app, you can test your headset and speaker without making an actual call. Select your initials then select .
Call Recording Permissions
If you're asked to give the app a permission to record a call, answer Yes, even if you do not intend to record calls. It's really asking to access your microphone for making calls, not necessarily for recording.
Place a Call
You can place a voice call in multiple ways.
Using the Dialpad
Select the 
Dialpad on the left bar of the desktop app. On the mobile app, go to the 
Calls tab and select Dialpad on the bottom right corner.
To search contacts by name or number, use the keyboard to type a name or number. As you type, the app will display matching contacts. Select a contact from the list to dial.
To dial a number, click the 10-digit number keypads and then click
Call.To redial, click
Call to bring up the most recent call you made on this device. Then click Call again.
Using Call History
Go to the Calls tab to view Call History. There are two lists: Recent and Missed. The Recent list shows all calls made, received and missed.
To call someone, select either the Recent or Missed list, and then select the entry to call the person.
Call History Entry on Mobile App
On the mobile app, tapping on the entry makes a call. To see details of the call, tap Info next to the entry.
Using Contact Cards
In the desktop app, a contact card appears when you hover over the contact name or their initials anywhere in the app. This is a great way to start a conversation in any form.
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Answer a Call
When you receive an incoming call, the app notifies you via ringtone, vibration (on mobile phones), and a call screen. The app follows the operating system's notification settings. See App Notifications for more information.
When you answer or decline a call on one device, the other devices stop ringing. The declined call then follows your Busy call handling behavior set in the Voice Portal.
During an Active Call
Use the call screen to mute your voice, add a second call, place the call on hold, and more.
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Mute your voice so the remote party can't hear you.
Use Dialpad to follow voice prompts such as "Press 0 to speak to an agent."
Audio or Speaker lets you change the speaker for the call. On the desktop app, microphone can also be changed.
Add lets you place a second call. The first call will be on hold until you end the second call or you merge them into a three-way call. To flip between the active calls, select Swap.
Hold places the call on hold. The remote party hears music if configured on your BCC service.
More > Transfer to performs a blind transfer.
Navigate Away from the Call Screen
You can navigate away from the call screen while on an active call.
On the desktop app, click the minimize button in the top right corner to collapse the call screen. To return to the call screen, bring the app to the foreground and click the green highlighted area.
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On the mobile app, tap the green bar at the top of the device screen to return to the active call.
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