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:
|
|
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.
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:
|
|
Decline a call
If you can’t answer an incoming call, you can:
|
|
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.
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:
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:
|
|
Make a conference call
While a call is on hold, you can add up to four (4) additional participants (1 + 4 = 5):
|
|
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.
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:
|
|
Forward a call
To set up your call forwarding, you can:
- OR –
|
|
Cancel call forwarding
To cancel your call forwarding, you can:
- OR –
|
|
Transfer a call
While on a call or a call is on hold, you can cold/blind transfer (not recommended):
- OR –
|
|
Transfer a call with an introduction
While a call is on hold, you can warm transfer (recommended):
- OR –
|
|
Transfer a call with an announcement
While a call is on hold, you can conference transfer:
|
|
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:
|
|