Telephony Controls / Call Handling

You can expect all the standard and advanced phone options within the Contivio App.

Make a phone call
There are many different ways to place a phone call. Here are some of the most common:
  • Click the ‘Dial Box’, manually enter a phone number using the keyboard, and click the ‘Phone’ icon or the "Enter" key.
  • Click the ‘Soft Pad’, enter a phone number using the mouse, and click the ‘Phone’ icon.
  • Click a phone number link from your CRM – If you're using NetSuite "click to dial" should be unchecked in the Chrome Extension.
  • Click on a phone number from any page in your browser - Make sure "click to dial" is checked in the Chrome Extension to dial from your browser.
  • Select a Queue or Team member from the Directory List and click the ‘Phone’ icon.
  • ​Select a contact from ‘Recent Calls’ and click the ‘Phone’ icon.
  • Schedule a call under "Recent & Scheduled Calls" > Click on New.
Warning:
If outbound calls fail because the telephone number is missing a country code prefix such as ‘1’, the Administrator will need to consult with their Voice provider.  Contivio works with the voice provider using VoIP technology and call failures because of number syntax are not due to the Contivio configuration. Some voice providers require a full number including country code.  E.g., calling 800-282-8105 will fail whereas calling 1-800-282-8105 will work.
Answer a call
You can answer an incoming call several different ways:
  • Click the ‘Accept’ button on the Media Notification pop-up window.
  • Click the green ‘Dial/Answer’ icon from the Phone Controls.
  • Use keyboard shortcuts ‘Enter’ or ‘Alt + Enter’.
  • Enable ‘Auto Answer’ for all inbound calls from a Queue.
Decline a call 
If you can’t answer an incoming call, you can:
  • Click the red ‘Reject’ icon from the ‘Telephony Bar’.
  • Click ‘Decline’ from the ‘Media Alert’ pop up.
  • Press Alt+Esc on your keyboard.
Note:
If you’re already on a call, a second call won’t be offered through the App (see Answer a second incoming call).  If you decline a call offer, or if a user is unable to answer a call, the caller is sent back to the Queue for the next available user.  If no users are available to receive the call, the call will be routed according to the Queue routing rules. If you decline a direct dial, the caller will be delivered to your personal voicemail.
Turn the ringer on or off 
 If you don’t want Contivio to ring, you can:
  • Toggle the ‘Local Ring’ slider to off from Side Bar ‘Audio Settings’.

Note:
If you've turned your ringer off, you’ll still receive media alerts for incoming calls.

Warning:
If your headset is plugged in and you’re away from your PC but still listed as ‘Ready’, you’ll be at risk of missing calls as you will not hear Contivio ring.
Mute your line or put a call on hold 
While on a call, you can:
  • Click  to mute your line, or
  • Click the ‘Hold’ icon to put the call on hold.
  • Click either again to return to your call.
Make a conference call 
While a call is on hold, you can add up to four (4) additional participants (1 + 4 = 5):
  • Click the ‘Dial Box’ and enter a phone or extension number.
  • Click the ‘Phone’ icon to dial the other participant.
  • Click the ‘Conference’ icon to merge the calls.
  • Repeat to add more people to the conference call.
Note:
Contivio does not allow you to answer an incoming call while on a call.  As such, there is no line-waiting conference calls (i.e., you can’t conference in a third-party that calls you).

Warning:
Your VoIP carrier can limit the number of conference participants.  If this is the case, please contact your VoIP provider to open up more channels.
End a conference call 
While on a conference call, you can:
  • Click the ‘End’ icon from the Telephony Bar to hang up on all participants.
  • Click the ‘Conference’ icon from the Telephony Bar to disconnect the conference call and place all participants on hold.  Each participant can be managed accordingly.
  • Click the ‘Hold’ icon from the Telephony Bar to place the conference call on hold.  Click the ‘Hold’ icon again to re-initiate the conference call.
  • Select an individual participant from the ‘Contacts’ menu to put them on hold or to drop them from the conference call.
  • Click the ‘Transfer’ icon to join all participants together and release the user from the conference call. 
Forward a call 
To set up your call forwarding, you can:
  • Dial *5 or click the ‘Voicemail’ icon from the Telephony Bar.
  • Select option 3 to set up your call forwarding.
  • Select option 1 to forward all calls, option 2 to forward only unanswered calls, or option 3 to forward calls while your line is busy.
  • Select option 1 to forward to your voicemail or option 2 to forward to another number (e.g., mobile).  After entering your forwarding number, select the # key to save.
  • Press option 1 to save or option 2 to change.

- OR –

  • Navigate to ‘Settings’ from the App, select ‘Call Handling’ and configure your ‘Direct Calls Forwarding’ from the drop down options.
Cancel call forwarding 
To cancel your call forwarding, you can:
  • Dial *5 or click the ‘Voicemail’ icon from the Telephony Bar.
  • Select option 3 to set up your call forwarding.
  • Select option 4 to disable call forwarding.

- OR –

  • Navigate to ‘Settings’ from the App, select ‘Call Handling’ and configure your ‘Call Forwarding’ from the drop down options.
Transfer a call 
While on a call or a call is on hold, you can cold/blind transfer (not recommended): 
  • Click the ‘Dial Box’ and enter a phone or extension number.
  • Click the ‘Transfer’ icon to dial the other participant and connect the calls.
  • Repeat to transfer a call to a Queue by dialing the ‘Queue’ extension.

- OR –

  • Navigate to the ‘Directory List’ from the App, select either the ‘Queue’ or the team member you wish to transfer a call to using the progressive disclosure ‘Transfer’ icon.
Transfer a call with an introduction 
While a call is on hold, you can warm transfer (recommended):
  • Click the ‘Dial Box’ and enter a phone or extension number.
  • Click the ‘Phone’ icon to dial and connect with the other participant.
  • Chat privately with the other participant and introduce him to the caller on hold.
  • Click the ‘Transfer’ icon to connect both callers.
  • Repeat to transfer a call to a Queue by dialing the ‘Queue’ extension.

- OR –

  • Navigate to the ‘Directory List’ from the App, select either the ‘Queue’ or the team member you wish to transfer a call to using the progressive disclosure ‘Transfer’ icon.
Transfer a call with an announcement 
While a call is on hold, you can conference transfer:
  • Click the ‘Dial Box’ and enter a phone or extension number.
  • Click the ‘Phone’ icon to dial the other participant.
  • Click the ‘Conference’ icon to merge the calls.
  • Publicly make your announcement to all connected callers.
  • Click the ‘Transfer’ icon to drop from the call leaving the other callers to chat privately
  • Repeat to transfer a call to a Queue by dialing the ‘Queue’ extension.

Answer another media request while you’re on a call 
While on a call, no chat, email, SMS, voicemail or fax requests will be offered to you unless otherwise provisioned by your administrator.
Send a message while you’re on a call 
While on a call, you can send a message:
  • Optional: Click the ‘Hold’ icon to put your current call on hold.
  • Click the ‘Messages’ icon form the Side Bar’.
  • Click the ‘Instant’, ‘SMS’, ‘Fax’, or ‘Email’ icon and proceed accordingly to message another person.
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