Answer an Incoming Call
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Table of Contents
1. Pick up a call
When there is an incoming call, the User’s phone will ring along with a pop-up notification.
Press:
- Blue button to accept the call.
- Red button to reject the call.
![](https://d2x3xhvgiqkx42.cloudfront.net/c94ab348-5fb1-4c1d-89b1-fa79e3e916d0/81ec6e6f-2b1b-45dc-9193-b23c4a10d966/2022/02/25/46db2fd1-b00d-4f9c-8111-5def37a7c349/e2805e01-eb89-4b84-a9ed-b8adbebd7341.jpeg)
2. 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-b23c4a10d966/2023/05/11/81c1ee24-c95b-4e6b-84a4-b189d7508c2b/dd330aa0-6107-4e96-ab5f-19d3a0dc5b0d.png)
When the user state is Talking
![](https://d2x3xhvgiqkx42.cloudfront.net/c94ab348-5fb1-4c1d-89b1-fa79e3e916d0/81ec6e6f-2b1b-45dc-9193-b23c4a10d966/2023/05/11/3c078b8e-296a-4eb1-a0e4-8107635a1a66/ac4b1b02-9f87-41de-90be-604f7707ff24.png)
When the user state is ACW
![](https://d2x3xhvgiqkx42.cloudfront.net/c94ab348-5fb1-4c1d-89b1-fa79e3e916d0/81ec6e6f-2b1b-45dc-9193-b23c4a10d966/2023/05/11/1e1c01e0-2e7d-41c2-8a56-e729086b4250/ec4af8f5-7825-4da9-aad2-a3930b135d81.png)
3. 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
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Show the Caller ID for the Forwardee as follows when settings as Caller Number
- From: Caller Number
- To: Forwardee Extension Key
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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 Mobile App
![](https://static.helpjuice.com/helpjuice_production/uploads/upload/image/15042/3237843/1687184908296-Screenshot%2B2023-06-19%2Bat%2B7.26.45%2BPM.png)
4. 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 Mobile 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)
5. Finish a call
Once the conversation is over, click on the End Call button in order to hang up and receive a new call.
![](https://d2x3xhvgiqkx42.cloudfront.net/c94ab348-5fb1-4c1d-89b1-fa79e3e916d0/81ec6e6f-2b1b-45dc-9193-b23c4a10d966/2021/08/31/03fd7fb7-9dd5-4619-88af-6103089d7015/cf4b2c2e-271e-4d1e-821c-1aad4425c406.jpeg)