Outgoing Calls
To start an outgoing call in the full mode:
Click numbers on the dialpad or enter the number into the field above it.
If you have configured several SIP accounts, select the required one.
Disconnected SIP accounts will be grayed out. See how you can reconnect a SIP account in Settings.
Then click the dial button.
To start an outgoing call in the mini mode:
Enter the number in the suggested field.
Optionally, select the SIP account.
Click the dial button.
Incoming Calls
When a call comes in, the caller's number appears on your screen. To receive an incoming call, click Accept. If you cannot receive it, click Decline.
IMPORTANT
You won't receive any calls if the DND status is enabled. You can learn how to exit DND and receive calls again from Available and DND Statuses article.
If the Auto-Answer feature is turned on for the SIP account you are using, the ringtone will play for the number of seconds you have set. Then the ringtone will be interrupted by a short beep signal, meaning that you have been connected and can start talking.
Incoming call in the full mode:
Incoming call in the mini mode:
Сlick the green button to accept the call or the red button to decline it.
Active Call: Available Actions
When you are on an active call, a few clickable buttons are available.
Active call in the full mode:
Active call in the mini mode:
You can access Call History, Transfer, Add Call, and expand the window to the full mode via the ellipsis button.
To complete your call, click the red call end button.
Transfer Calls
Using this feature, you can redirect your call to another agent.
Transfer calls in the full mode:
Click Transfer.
In the window that opens, enter the number of the agent to transfer the call to in the input field.
Choose any of the two options:
Transfer Now - the call will be transferred directly to another agent.Talk First - You can talk to the agent before transferring the call to them.
Transfer calls in the mini mode:
Click the ellipsis button.
In the dropdown menu that opens, click Transfer.
Enter the needed number/name.
Choose whether to transfer the call directly or talk first.
Mute Calls
To make your microphone silent, click Mute. You’ll still be able to hear the other party while they don't hear you.
Click Unmute to let the other party hear you again.
Mute calls in the full mode:
Mute calls in the mini mode:
Click the Mute button to mute your microphone.
Click it again to turn your sound back on.
Hold Calls
You can place your calls on hold.
Hold calls in the full mode:
To place your active call on hold, click the Hold button.
Click Unhold to connect back to the call.
Hold calls in the mini mode:
Click the Hold button to place the call on hold.
Click it again to return to the call.
Keypad
Sometimes you need to have a keypad in front of you during a call. For example, you can use it to listen, whisper, and barge.
Keypad in the full mode:
Click the Keypad button and then press digits on the keypad that appears.
Your ongoing call(s) will be displayed in the green header above the keypad.
Keypad in the mini mode:
Click the keypad button, and the keypad will appear below.
Add Call
Add call in the full mode:
Click Add Call.
In the window that opens, enter the number to call.
Click the dial button.
Add call in the mini mode:
Click the ellipsis button.
In the dropdown menu that opens, click Add Call.
Enter the number/name to call.
Click the dial button.
Multi Lines
One agent can have up to six calls at a time. All of them are displayed in a list of active calls.
If you are on one call, other lines are put on hold.
Multi lines in the full mode:
Multi lines in the mini mode:
Conference Call
To add a call to the conference, click the merge button 
next to it.
If you end the conference, all participants are disconnected.
Сonference call in the full mode:
Сonference call in the mini mode:
Volume Sliders
The sliders let you adjust the microphone and speaker volume during a call. They are synchronized with system volume.
Volume sliders in the full mode:
Volume sliders in the mini mode:
Click the expand icon to access the sliders.
