To make a call:

1. Enter a number into the dialpad. You can input numbers by pressing the buttons or by using your keyboard.
2. Select the call button to begin calling. You can also press the ENTER key on your keyboard.

It is also possible to dial out directly from your Call Logs, or from your Quick Dial.

Call Logs display all of your inbound, outbound, and missed calls.

To call from your Call Logs:

1. From the "Call Logs" screen, select the number of the user you would like to call. This will then populate the number entry field with the user's number.
2. Press "ENTER" from your keyboard, or select the "Call" button to begin outbound dialing.

Contacts displays your shared enterprise directory of contacts.

To call from your Contacts page:

1. Select the "Contacts" icon from the left menu.
2. From here you can search in the directory for a contact. Once you've selected a contact select the phone icon next to the user you wish to call.

3. This will then populate that number into the number entry field. Select the call button or press ENTER on your keyboard to begin calling that user.

It is also possible to call directly from your Personal Directory.

To call from your Personal Directory:

1. Navigate to the Contacts tab.

2. Select the phone icon on the contact of the user you wish to dial. This will then populate that number into the number entry field.

3. Select the call button or press ENTER from your keyboard to begin calling that user.

To view your call logs:

1. Select the "Call Logs" icon from the left menu.

2. This will display the the user's call history. Users can choose to filter between viewing All of their call history, Incoming, Outgoing, or Missed calls. Simply select the corresponding button to change the view of your call logs.

Once you have established a call, there are a variety of controls available to the user.

To mute yourself:

1. Select the "mute" button to mute yourself.
2. To un-mute yourself, select the "mute" button again.

To hold or resume a call:

1. Establish a call.
2. Select "Hold". Your call will now be put on hold, and will display an orange "On Hold" in the Caller ID field.
3. To resume the call, select "Resume".

If you have a license that includes pause and resume call recording, it is possible to manually pause and then resume your call recording.

To pause call recording:

1. Establish a call.

2. Select "Stop Recording." This will prompt a green notification ribbon at the bottom of the client stating the Call Recording has been Paused.

3. When you want to resume recording, select "Resume Recording."

Call Transfers

WebRTC 1.1.3 supports both blind and attended transfers.

To blind transfer a call:

1. Establish a call.

2. Select "Call Transfer".

3. Enter the number you wish to blind transfer the call to. Select "Blind" or press ENTER on your keyboard.

It is also possible to blind transfer using your enterprise contacts directory.

To blind transfer using your contacts:

1. Establish a call.

2. Select "Call Transfer"

3. Select the Contacts icon from the keypad screen. This will bring up a directory of your contacts that you can search through. If you have listed any contacts as "Favorites", these will display at the top of your contacts list.

4. Search for the contact you would like to transfer to and select "Blind" next to their name.

Warm (Attended) Transfer

To attended transfer a call:

1. Establish a call.

2. Select "Transfer" or "Add Call"

3. Search for the contact that you would like to make the attended transfer to.

4. Select "Attended" or enter the number under Line 2. This will place your first call on hold, indicated by a flashing orange button on Line 1. Once the user answers the call, a new call will be located on Line 2.

5. Select "Merge Calls" to begin a conference call. When ready to drop from the call, select "Complete Transfer" or "Transfer."

Conferencing

WebRTC supports conferencing with up to 5 separate callers.

To start a conference call:

1. Establish a call.

2. Select "Add Call". This will place your call on hold while you search for a contact to add.

3. Once you've selected and called that contact, and they have accepted the call, you will be given the option to merge the calls. Select "Merge Calls" to begin a conference call.

5. To end conferencing, select "Split Calls". This will keep you on an active call with the Line that you are currently connected to, and all other lines will have be placed on hold. You will then be able to hang up individually on each Line.

Queue Calling

WebRTC supports calling out of queues. This functionality allows agents to call using their personal DID or to call out of a particular queue. Please note that if this setting is not enabled for the Call Center in BroadWorks, then it will not appear for the user.

To switch between calling out of queues or a user's personal DID:

1. Select the queue toggle icon on the call button.

2. This will open the list of available queues to call out of. Select the queue you would like to use to make outbound calls. When you make outbound calls, they will display the number that is displayed on your call button.