2. Telephony Bar

The Contivio Telephony Bar facilitates all standard phone and call controlling – dialing, answering, hold, conference, transfer, hang up, etc.  The app and Chrome extension work in unison.  Outbound numbers can be dialed using the keyboard number pad or using the drop-down soft pad.

Telephony Bar Overview

Before getting started, we recommend watching our 1 minute introductory video on the telephony bar:
The icon set of telephony/phone controls for handling calls are very intuitive and are highlighted from the other Client App icons by their color variations.  From left to right, they are summarized as follows:
Dial Box
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Dial and Soft Pad.
Enter the number to call in the ‘Dial Box’ using the keyboard or use the drop-down ‘Soft Pad’ to dial using the mouse.  If placing an internal call, you can dial another user, queue, or extension. For external calls to the PSTN (Public Switched Telephone Network), such as mobile numbers, the format of dialing is specific to your VoIP provider.

E.g., Intermedia.net doesn’t require the ‘+1’ prefix for dialing long distance within the US. 
Dial or Answer
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Dial or Answer icon.
This icon serves 2 similar purposes:
  1. Dial:  To place an outbound call, enter the numbers in the ‘Dial Pad’ and select the ‘Dial’ (phone) icon to initiate the call.  Or, simply hit the ‘Enter’ key on your keyboard to initiate the call.  
  2. Answer:  To answer an inbound call, select ‘Answer’ icon. Or, select the ‘Accept’ shortcut in either the screen notification or the media display notification.
Hold
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Hold or Pause icon.
The ‘Hold’ icon provides 2 types of call holding:
  1. Hold:  Selecting the ‘Hold’ (pause) icon while on a call will park/pause the call.  Selecting the ‘Hold’ icon a 2nd time while a call is parked/paused will resume the call. 
    ​Note: using the ‘    Mute’ icon provides similar functionality.  The difference is that while on 'Hold', the customer will hear hold music, and on 'Mute​', the customer will not hear anything.
  2. Smart Hold:  If a user is engaged in two (2) calls with one (1) call on hold, the user may select the ‘Hold’ button to speak to the holding party while simultaneously placing the other party on hold.
Conference
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Conference Call icon.
Users can initiate a conference call and add up to five (5) participants using the ‘Conference’ icon.  The user must successfully call and connect with the other participants while the main call remains on hold.  Once the call is either connected or ringing, the user can select the ‘Conference’ icon to bridge all calls together.
Transfer
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Transfer Call icon.
Two types of call transfers are supported:
  1. A cold transfer will transfer a call directly to an agent, queue, or external number.
  2. A warm transfer first establishes contact with the third party before transferring the call over. This allows the agent to introduce the recipient to the caller before transferring the call over.
Both types of transfers are completed by selecting the 'Transfer' button in the telephony bar. The Directory List also has transfer icons available to transfer a call directly to an agent or queue.
End or Decline
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End or Decline Call icon.
This icon serves two (2) similar purposes:
  1. End:  Users can select the ‘End’ icon to end a conversation or disconnect a call.  
  2. Decline:  Users can select the ‘Decline’ icon in the either the screen notification or the media display to ignore an inbound call and stop the phone from ringing.  If the inbound call came from a Queue and is rejected, the caller is placed back in the Queue for the next available user/agent.  If the user rejects a direct incoming call, the caller will be sent to the user’s voicemail or routed according to the user’s Call Forwarding rules.  The shortcut key for this function is Alt+Esc.
​Mute
Select the 'Mute' icon to disable the audio from your side while on an active call. The party on the other end will not be able to hear you. Selecting the option again will take you off of mute.
Voicemail
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Listen to Voicemail icon.
Select the ‘Voicemail’ icon to listen to your new, unheard voice messages.  To review your voice messages, delete them, and cherry pick which ones to listen to, navigate to the ‘Voicemail’ icon from the Side Bar (More information on that here.)

The blue badge above the ‘Voicemail’ icons lets you know how many voicemails are unheard and how many are saved, respectively.
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