Answer an Incoming Call
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Table of Contents
Upon logging in to the portal with Web Phone enabled, you are now able to start making and receiving calls.
1. 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.
![](https://d2x3xhvgiqkx42.cloudfront.net/c94ab348-5fb1-4c1d-89b1-fa79e3e916d0/81ec6e6f-2b1b-45dc-9193-b23c4a10d966/2022/03/31/cea0481e-d266-4baa-86bb-dff6d17416e2/b6acea62-9873-4842-95da-265fc318cfda.gif)
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-b23c4a10d966/2023/05/11/0cdf484d-5276-41a6-b521-c9ca7ba8cd00/429f7aac-9240-43f8-83c2-433202f2502c.png)
When the user state is Talking
![](https://d2x3xhvgiqkx42.cloudfront.net/c94ab348-5fb1-4c1d-89b1-fa79e3e916d0/81ec6e6f-2b1b-45dc-9193-b23c4a10d966/2023/05/11/6bb5a069-c580-43c5-ac91-a103cf82e70f/1af3bf61-1741-4786-8ec1-f7e0ce83e32c.png)
When the user state is ACW
![](https://d2x3xhvgiqkx42.cloudfront.net/c94ab348-5fb1-4c1d-89b1-fa79e3e916d0/81ec6e6f-2b1b-45dc-9193-b23c4a10d966/2023/05/11/cf932fbb-b766-4450-955f-0bdc3ebfc5c5/9757d243-7608-48e6-b9a3-301893f9c1de.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:
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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 IP Phone
![](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 IP Phone
![](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 IP Phone
![](https://static.helpjuice.com/helpjuice_production/uploads/upload/image/15042/3237868/1687185662972-Screenshot%2B2023-06-19%2Bat%2B7.40.46%2BPM.png)
5. 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
6. Finish a call
![](https://d2x3xhvgiqkx42.cloudfront.net/c94ab348-5fb1-4c1d-89b1-fa79e3e916d0/81ec6e6f-2b1b-45dc-9193-b23c4a10d966/2022/03/31/19bb26ee-06ad-4097-a9ab-cfe8cd52f740/e2f85b0d-108b-4b84-bd7c-27eee3878c9f.gif)
7. Missed Call
If you miss a call, you can go to Inbox tab and check the call history.