General Calling FAQ

Make a Call

You can make a call from the GUI by double clicking on the desired contact which could be an internal user or a contact from the address book. If you want to call the user of the PBX then user must be available! (i.e. green border).

To call an additional number for the user (mobile, home etc.) just right click on the user icon and then double click on the number.

You can also call the number from the phone book using the search section of the GUI.


You can call an external number by dialing directly from the interface of the GUI (Text field at the call panel).

You can dial the number by placing the mouse cursor inside the text box and typing the number in the text box field. Once you insert the number you can connect the number either by pressing enter key from keyboard or clicking on call button

Note: The numeric keypad on the user agent can also be used for the composition of tones when navigating IVR’s.

Pick up a Call:


To pick a call from an extension that is ringing (the edge of the corresponding user is orange), right click on the user icon and then click on the pick- up icon from the GUI. The call will be automatically directed to your communication device  you have multiple users that are ringing in the office and want to pick up the call for specific user then you can search the user by typing the name or surname in the search field.

Administrator of the PBX can restrict the user to pick up the call for their groups only or completely disable the call pick up function for the user. If a user is restricted to only one group then they will not be able to pick up the calls from any other group. If the user call pick up functionality has been disabled by an administrator, then user will not be able to pick up the call at all.

Pick up call from IP device:

Users can also pick calls from SIP devices using service codes. This allows the user to pick up calls even if they do not have a GUI.

There are two ways of picking up calls using SIP devices:

Call pick-up (internal):

This allows you to pick up calls from active ringing phones. If there are more than two phones that are ringing then Call pick up will accept the call that started ringing first. You can only pick up calls for your department users. The default service code for call pick up is 984.

Call pick-up (general)

This allows you to pick up the call for a specific ringing user. You can do this by dialing the service code number followed by the user’s extension number.

How to Hold the Call : 

You can put the call on hold by clicking on the pause button  while the call is active.

The screen shot below shows how the call will be displayed after it is put on hold.

To resume the call click on the play button 

Answer reject a Call:

The incoming call is displayed in both the GUI and in a balloon (running on the system tray). A frame with an orange edge pops up in the GUI showing caller information (Phone number), name and department, if already stored in the phone book.  At the same time, the balloon pops up in the left corner of the screen showing the caller’s name and department (if stored in phone book).

You can answer the call simply by using the standard method provided by the communication device (e.g. lift the handset of a SIP/USB phone or use the button on a USB headset).

You can reject the call by clicking on the red handset icon or by using the button on devices control by pressing the button (e.g. press ignore soft key on Polycom IP Phone for ignoring the call).

You can end the active call from both the GUI and devices connected to the GUI. To end calls from the GUI simply click on the red handset icon in the box or use standard method for the device (i.e. hang up a SIP/ USB phone, use the button on a USB headset).

Conference Call : 

Please note that the conference call requires at least 3 users.
Steps for making a conference call are as follows:

  • Put the first call on hold.
  • Call the target user and wait until the call has been answered.
  • Drag and drop the first call over the second active call.
  • Click on start conference call.
  • Now the conference call is active and you will be able to communicate with other users simultaneously.

Explanations of buttons to use during the conference call are as follows:

 To cancel the conference call.
 To chat function with the user.
 To pause your audio device while the conference call remains active.  This means other                  users will be able to communicate, except you.
  To mute your microphone.

Call Transferring

There are two different modes to transfer calls: attended transfer or blind transfer.

The difference between the two modes is that with the attended transfer the recipient is called first and the call is transferred while with the blind transfer the call is transferred to the recipient straightway without speaking to the recipient.

To transfer the call, simply call the user – this action will automatically put the first caller on hold (amber box). Once the second call is active simply drag & drop it over the hold call. You can also put the call on hold manually before making the second call.

To transfer the call blindly (i.e. without speaking to the person you wish to transfer to), put the call on hold first and then simply drag and drop the first call over the user box.

Note : you can always cancel the transfer operation by clicking on the cancel button

video :


Call Transfering to a Mobile Device :


Call Recording :

You can record your conversation with the other party during an active call. Start the recording by clicking on the recording icon, and stop the recording by clicking on the recording icon again or by ending the call.

To use the recording feature the user must have authority which is provided by the administrator while creating the user on the phone server.

As soon as recording is finished, the Vocal box icon will immediately be displayed in the bottom left hand corner of the GUI. Once you click on the icon it will take you to the Vocal box section where you can listen to the recording.

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