Contact Us

If you still have questions or prefer to get help directly from an agent, please submit a request.
We’ll get back to you as soon as possible.

Please fill out the contact form below and we will reply as soon as possible.

  • Contact Us
  • Home
  • License Model - CPaaS Solution Answers
  • Web Phone

Answer an Incoming Call

Written by B3Networks Academy

Updated at January 13th, 2025

Contact Us

If you still have questions or prefer to get help directly from an agent, please submit a request.
We’ll get back to you as soon as possible.

Please fill out the contact form below and we will reply as soon as possible.

  • OSS/BSS Answers
    Access Control Admin Audit B3Network Master Account Channel App Contract App Customer App Discount App Edge Server File Management Finance App Invoice App Number Management Payment Portal Settings Price List Product App Release V2 SMS Gateway Supplier App Support Center Support Hub Business Hub Sales Hub
  • App Model - Organization Management
    General Account Settings Payment and Credits Billing & Invoices Developer Tools Members & Teams Subscription Management Audit & Reports
  • App Model - Communication Apps Answers
    Bizphone BizPhone Desktop Application Bizphone Mobile Application Wallboard SIP Fax Global DNC File Explorer Virtual Line Call Recording Direct Line SMS Marketing
  • License Model - Organization Management
    General Account Settings Payment & Credits Audit & Reports Email Call Rules & Holidays Members & Teams Numbers Tab Billing & Invoices Organization Connect CPaaS - DNC Security Policy Security Groups Security Events Tab
  • License Model - CPaaS Solution Answers
    Phone System - Admin Guide Phone System - End-user Guide Mobile App Desktop App Web Phone Auto Attendant - Admin Guide Developer Hub - Admin Guide Microsoft Teams Operator Connect - Admin Guide Microsoft Teams Direct Routing - Admin Guide Contact Center - Supervisor Guide Contact Center - Agent Guide Omni-Channel SIP Trunk CPaaS - SIP Trunk Power SIP Trunk CPaaS Fax CPaaS Hotdesking Contact Campaign File Explorer Power Mobile App Files App
  • Telcoflow
  • Integrations Answers
    Freshdesk MS Teams - Bizphone NewRock
  • Updated Regulations
  • Ideas Portal
+ More

Table of Contents

1. Pick up a call 2. Talking and ACW Note: When the user state is Free/Dialing When the user state is Talking When the user state is ACW 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 Use Case 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 Use Case Use Case 5. Show Caller ID for a Forwarded/Transferred Call on an IP Phone Logic: 6. Finish a call 7. Missed Call

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.
  • The caller's name and number are now displayed sequentially for direct incoming calls. 
  • If the caller name matches the caller ID, they are merged into a single row for a cleaner view. 
  • A "Call Recording" label will be shown if the call recording feature is enabled by your license.
  • For internal calls to an extension, you can now see who the call is directed to.

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

When the user state is Talking

When the user state is ACW

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
  • 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 IP Phone

 

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

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

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

7. Missed Call

If you miss a call, you can go to Inbox tab and check the call history.

incoming call answer call

Was this article helpful?

Yes
No
Give feedback about this article

Related Articles

  • Layout and Command Buttons
  • Get Started
  • Minimal Requirements
  • Make an outgoing call

© B3NETWORKS PTE LTD. All Rights Reserved.

Data Policy

Service Level Agreement

Expand