Start a Call

Using this application, there are multiple ways calls can be placed. You can make a call by dialing an extension number or phone number or starting a call from the Contacts, Voicemail, Call History, and Chat tabs. 

Receive Calls

When your app is being called, it should show the call ringing with options to answer or dismiss the incoming call. 

• The incoming call screen will display the caller's name or phone number.
• Tap Remind Me to set a reminder that will notify you to return the call in an hour.
  
• For Android devices, touch the Answer or Reject buttons to answer or decline the call. 
• For iOS devices, drag the Slider to the right to answer the call. 

Active Call Features

While you are speaking with someone on a call, you can put the caller on hold, record calls, transfer calls (attended and unattended transfers), merge calls, and open a dual-tone multi-frequency (DTMF) keypad.

#	Feature	Description
(1)	Back to App	Return to the main view of the mobile app to use the other tabs (e.g., the Call History, Contacts, Chat, etc.) while still talking with the current caller.
(2)	Caller ID	Displays the contact name or phone number of the call participant.
(3)	Call Duration	The duration of your current call.
(4)	Speaker	Turn on or off speakerphone.
(5)	Mute	Mute or unmute your microphone.
(6)	Hold	Hold or resume a call.
(7)	Dialpad	Pull up a keypad to use for interacting with automated menus, such as auto attendants and voicemailboxes.
(8)	Add call	Add new call participant(s) to the present call as a conference call.
(9)	Transfer call	Transfer the call to another person through either a blind (cold) or attended (warm) transfer.
(10)	Call Record Controls	Start and stop recording the call. If needed, pause the recording and resume it later.
(11)	Switch Phone	If your extension number is registered to an additional device, like a desk phone, tap this button to move the call over to that other device.
(12)	End Call	Tap to end the active call.

To access other tabs on a call, tap the Back (3) icon to leave the active call screen and open the application screen.

Use the Dialpad

Tap the Dialpad button on the call screen to open the keypad that can be used for interacting with interactive voice menus, like auto attendants and voicemailboxes. Touch the digits on the keypad to enter any inputs in a call.

To use the keypad during a call:

1. On the call screen, touch the Dialpad button.
   
2. Dial digits using the keypad.
   
3. To close the keypad and return to the active call view, tap Hide Keypad.
   

Place a Call on Hold

Users can put a call on hold to pause the conversation so that none of the user and call participant(s) can hear each other. 

To put a call on hold, touch the Hold button on the call screen. Touch this button again to resume the call.

Park a Call

When a caller is placed on hold, their call remains on your app so that when you are ready to resume the call, you can do so from just your cellphone. 

As an alternative to placing a call on hold, you can park a call. Parking a call moves the call to a virtual “parking spot” or park queue so that the call is no longer taking up a line appearance key on a particular phone. When a call is parked, it waits on hold within a park queue listening to your music on hold. A park queue is a call queue that has the sole purpose of keeping callers on hold until their call is retrieved from it. 

Dynamic Parking

With dynamic parking, the phone system picks where the caller will be parked for you. The system would pick the most available park queue. 

This can be the most convenient way to park calls using the app since there are not readily available park buttons.

To use dynamic parking to park a call…

1. On an active call, tap the Dialpad button.

2. Dial *** while in an active call. 

✔ After *** is dialed, you will hear an announcement that states which park the caller has been transferred to. Phones that have the park keys will see the LED light for the park change to red to show it is occupied. 

 

 

 

Static Parking

By default, Park 1, Park 2, and Park 3 will have the extension numbers of 701, 702, and 703 respectively. To park a call in Park 1, you would dial 701 while doing a transfer, which will connect the caller with that specific park. 

To park an active call in a specific park with static call parking…

1.  On an active call, tap the Transfer button.

2. When prompted to select the type of transfer to use, tap Blind Transfer.

3. On the Keypad, dial the extension number of the park you would like to park the call in.

Reminder: By default, Park 1, Park 2, and Park 3 will have the extension numbers of 701, 702, and 703 respectively

 

4. Tap the Call button on the Keypad to send the transfer on its way.

 

 

Retrieve a Parked Call

By default, Park 1, Park 2, and Park 3 will have the extension numbers of 701, 702, and 703 respectively. To pick up a call from Park 1, you would dial 701, which will connect the parked call to your phone. 

Transfer a Call

While handling a call, it may be necessary to pass the phone call along to a user, call queue, or an external phone number. This can be done through transferring. 

There are three different types of transfer that can be utilized depending on how exactly the call needs to be transferred and handled:

1. Blind Transfer - Transfer a call directly to another person without talking to that second person.  This is sometimes referred to as a “cold”, “unassisted”, or "unattended" transfer.
2. Assisted Transfer - Speak with the person being transferred to before completely transferring the call.  This is sometimes referred to as a “warm” or “attended” transfer.
3. Voicemail Transfer - Transfer a caller directly to a general mailbox or the voicemailbox of another user.

Use the module below to review how you can use these types of transfers on your StratusHUB mobile app:

Conference Calls

You can add more people to an active call to form a conference call using the Add call button.

To form a conference call:

1. On the call screen, tap the Add call button.
   
2. Use the Keypad to dial the other party's extension or telephone number.
   
   

   Use the Other Pages of the App to Start a Separate Call

   You can use the other tabs of the app to start a call with the person you need to add to an active call.

   If you have a contact for the other person, you can go to the Contacts tab, select a contact of the person to add to the call, and tap the Call icon next to their contact number.
   

   If you have talked with the person to add to the call in the past, go to the Call History tab, select a call log from that person, and tap Call option to transfer to that person. 
   

   If you intend to add someone to the call that has left a voicemail message before, go to the Voicemail tab, tap a voicemail left by the person to add to the call, and tap the Call button.
   

   To add a person to the call from an existing chat/SMS conversation, go to the Chat tab, tap the conversation with the person you would like to call, tap the Options icon, and select Call. 
   

    

    

   ✔ The first call will be placed on hold while the second party is dialed.

    
3. Tap the Join button when the second recipient answers the call.
4. To add more people, repeat steps 1 to 3.
   
5. To dismiss a conference call, touch the End Call button.
   

   Quick Tip: Ending the call will only remove you from the call. The other call's participants will be able to continue speaking with each other. 

    

Record Calls

To start recording an active call, tap the Start Rec button on the call screen. 

Once the call starts recording, you will see an icon showing the this portion of the call is currently being recorded. 

The recording for the call can be paused if needed to respect a caller's privacy. To pause an ongoing recording, tap the Pause Rec button.

Once the recording is paused, the recording icon will update to show it is paused. 

Once the recording is ready to be resumed, tap the Resume Rec button.

When the recording is finished, tap the Stop Rec button.

View and Manage Recordings

Once the calls are recorded, the users can retrieve them in the History tab.

To access a call recording:

1. Go to the Call History tab.
2. Tap a log of a past call that needs its recording reviewed.
   
3. In the Call Detail menu, use the playback bar to listen to the recording. 
   
4. If needed, tap the Options icon to download the recording to your cellphone or adjust the recording's playback speed.