Answer an Incoming Call
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Table of Contents
Upon logging in to the Desktop App, you are now able to start making and receiving calls.
Pick up a call
- When there is an incoming call, a window will pop up at the bottom right corner of your screen showing the caller number.
- Press:
- Green button to accept the call.
- Red button to reject the call.
Mac version
![](https://d2x3xhvgiqkx42.cloudfront.net/c94ab348-5fb1-4c1d-89b1-fa79e3e916d0/81ec6e6f-2b1b-45dc-9193-b23c4a10d966/2022/03/16/9c4ad52f-09ef-4c70-b727-e53ade9117d0/2056d7db-647e-410d-992f-267976bfc970.gif)
Windows version
![](https://d2x3xhvgiqkx42.cloudfront.net/c94ab348-5fb1-4c1d-89b1-fa79e3e916d0/81ec6e6f-2b1b-45dc-9193-b23c4a10d966/2022/03/31/5bdbb65a-19fb-4e6d-9194-6c5607063489/ca7b4bab-1ccb-4f04-9439-d3f7acbe2feb.gif)
Talking and ACW
During the Talking state, you will see an “End Call” button and for ACW (After Call Work) state, you will see an “ End ACW” button.
- If you click “End ACW” without submitting a note, the system will automatically save whatever you entered in the note.
- ACW will apply for both Contact Center - Incoming Call, Callback Call, Campaign call pop up.
- ACW can only be ended when:
- Clicking “End ACW”
- Clicking “Finish” button on popup
- Making a new call (outbound call)
- Hitting time out
Note:
Color of Talking/ACW will change according to the user status:
- Available - Green
- Busy - Red
- Away - Yellow
- Offline - Grey
When the user state is Free/Dialing
![](https://d2x3xhvgiqkx42.cloudfront.net/c94ab348-5fb1-4c1d-89b1-fa79e3e916d0/81ec6e6f-2b1b-45dc-9193-b23c4a10d966/2023/05/11/d948c2f5-6abd-4806-bb23-5faa8177799d/d24732fb-a994-4bc0-9dce-d6c51d8ba51d.png)
When the user state is Talking
![](https://d2x3xhvgiqkx42.cloudfront.net/c94ab348-5fb1-4c1d-89b1-fa79e3e916d0/81ec6e6f-2b1b-45dc-9193-b23c4a10d966/2023/05/11/b5efa8d8-83cf-4f6b-b4b9-43a16d7f202e/b18ddf4d-1219-4245-b7a4-16f34cf3368f.png)
When the user state is ACW
![](https://d2x3xhvgiqkx42.cloudfront.net/c94ab348-5fb1-4c1d-89b1-fa79e3e916d0/81ec6e6f-2b1b-45dc-9193-b23c4a10d966/2023/05/11/97670049-afb2-41f1-a652-83de5be7ca35/9eac79d1-41e5-4519-81d0-17b49afe492d.png)
Show Caller ID when Forwarding
On user’s device, they will see the details below when receiving a diverted call.
Scenario 1: Forward to Internal Extensions
- Ignore the current Caller ID when forwarding (Internal): Caller Number or Ext Key
- Show the Caller ID for the Forwardee as follows:
-
From:
- Internal Call: Caller Extension Key
- External Call: Caller Number
- To: Forwarder Extension Key
Scenario 2: Forward to External Numbers
- Based on the setting of the forwarder extension
-
Show the Caller ID for the Forwardee as follows when settings as Caller Number
- From: Caller Number
- To: Forwardee Extension Key
-
Show the Caller ID for the Forwardee as follows when settings as Assigned Caller ID
- From: Assigned Caller ID
- To: Forwardee Extension Key
Use Case
- A calls B
- B forwards to C
- B is always an Internal Extension
- C picks up the call via Desktop App
![](https://static.helpjuice.com/helpjuice_production/uploads/upload/image/15042/3237843/1687184908296-Screenshot%2B2023-06-19%2Bat%2B7.26.45%2BPM.png)
Show Caller ID when Transferring
On user’s device, they will see the details below when receiving a diverted call.
Case 1: If Caller and Transferor are 2 different people
Scenario 1: Transfer to Internal Extension
-
Show the Caller ID for the Transferee as follows:
- From: Caller Extension Key
- To: Transferor Extension Key
Scenario 2: Transfer to External Number
- Based on the setting of the transferrer extension
-
Show the Caller ID for the Transferee as follows when settings as Caller Number:
- From: Caller Number
- To: Transferee's Extension Key
-
Show the Caller ID for the Transferee as follows when settings as Assigned Caller ID:
- From: Assigned Caller ID
- To: Transferee Extension Key
Use Case
- A calls B
- B Transfers to C
- C picks up the call via Desktop App
![](https://static.helpjuice.com/helpjuice_production/uploads/upload/image/15042/3237861/1687185378076-Screenshot%2B2023-06-19%2Bat%2B7.36.03%2BPM.png)
Case 2: If Caller and Transferor is the same person
Scenario 3: Transfer to Internal Extension
-
Show the Caller ID for the Transferee as follows:
- From: Caller Extension Key
- To: Transferee Extension Key
Scenario 4: Transfer to External Number
- Based on the setting of the transferrer extension
-
Show the Caller ID for the Transferee as follows when settings as Caller Number:
- From: Caller Number
- To: Transferee’s Extension Key
-
Show the Caller ID for the Transferee as follows when settings as Assigned Caller ID:
- From: Assigned Caller ID
- To: Transferee Extension Key
Use Case
- B calls A
- B transfers to C
- C picks up the call via Mobile App
![](https://static.helpjuice.com/helpjuice_production/uploads/upload/image/15042/3237868/1687185662972-Screenshot%2B2023-06-19%2Bat%2B7.40.46%2BPM.png)
Show Caller ID for a Forwarded/Transferred Call on an IP Phone
When users receive a forwarded/transferred call within their organization, the caller ID will be displayed on their IP Phones in the below stated manner.
Logic:
Internal Call Forwarding:
- A calls B (Ext 100)
- B forwards the call to C (Ext 200)
- C picks up the call via IP Phone (Ext 300)
- Display on IP Phone of C: <Caller name> + <Caller extension key> => A 100
Internal Call Transfer:
- A calls B (Ext 100)
- B transfers the call to C (Ext 200)
- C picks up the call via IP Phone (Ext 300)
- Display on IP Phone of C: <Caller name> + <Caller extension key> => A 100
Finish a call
Mac version
![](https://d2x3xhvgiqkx42.cloudfront.net/c94ab348-5fb1-4c1d-89b1-fa79e3e916d0/81ec6e6f-2b1b-45dc-9193-b23c4a10d966/2022/03/16/7c18d842-a988-492b-97cc-94c9282bd537/43b4e031-f6a9-4efb-9d6c-f78ad845c84a.gif)
Windows version
![](https://d2x3xhvgiqkx42.cloudfront.net/c94ab348-5fb1-4c1d-89b1-fa79e3e916d0/81ec6e6f-2b1b-45dc-9193-b23c4a10d966/2022/03/31/a4e0510f-437e-4d90-b4bd-16b514e551fc/4574aeff-23bc-436d-9077-723b96734ad9.gif)
Missed Call
If you miss a call, the app will display the notification in the system taskbar, the notifications can display for up to 99 calls.
Mac version
![](https://d2x3xhvgiqkx42.cloudfront.net/c94ab348-5fb1-4c1d-89b1-fa79e3e916d0/81ec6e6f-2b1b-45dc-9193-b23c4a10d966/2022/03/16/4ee20dc0-503e-479c-8226-d8bc8dffeb67/b438ce78-a418-4943-9ef4-1619f0c544af.gif)
Windows version
![](https://d2x3xhvgiqkx42.cloudfront.net/c94ab348-5fb1-4c1d-89b1-fa79e3e916d0/81ec6e6f-2b1b-45dc-9193-b23c4a10d966/2022/03/31/35bb4af9-99b1-4c24-83e0-2c75ccd606d7/1c200f11-adc0-4852-8883-134a0d7562bd.gif)