Call Handling

Use WorkPhone to make calls in the same way as a traditional phone. Dial contacts and answer incoming calls quickly and easily from your work laptop. WorkPhone supports multiple calls so that while you're on one call you can start another, park, hold, transfer and much more.

Important

If your internet gets disconnected during a call, WorkPhone will automatically reconnect your call when it's back.

Enable notifications in Windows or MacOS

When you first start using WorkPhone, it's important to enable notifications for the app in your device system settings. If notifications are not enabled and the app is minimised to your toolbar, you won't see the incoming call alert.

MacOS: System Preferences > Notifications and Focus > Allow Notifications
Windows: Start > Settings > System > Notifications and Actions
Linux: Settings > Applications > Software Updater > Notifications

Make a call

Select the contact that you wish to call and click the call button or click the dialpad to enter a new number.

Answer a call

If the app is not active in the foreground, the incoming call alert displays at the top of the screen (if app Notifications are enabled). Click the app in the toolbar to answer the call.

Press the Accept icon to answer the call as required. If you press Ignore, the incoming call will be muted but the caller will still hear the call ringing. If you press Decline, the caller will get a busy signal and the call will be rejected.

Enable auto answer (desktop/web only)

If you want incoming calls to be answered automatically after a certain number of seconds:

Note

Auto-answer must be enabled if you are using the app to answer calls coming into a queue in Call Centre.

Go to ☰ Settings > Auto-Answer
Use the toggle to enable auto-answer and set the number of seconds after which you want the call to answer automatically
When an incoming call is ringing, the auto answer countdown timer will be displayed

Important

If auto-answer is enabled and the WorkPhone app is minimised in the toolbar when a call comes in, you'll hear the call ringing and a notification appears in the top right. Be aware that the call will auto-answer after the numbers of seconds has expired and the caller will be able to hear you.

End a call

To end a call, click Hangup.

Start a new call during call

During an ongoing call, press the New Call button
Select the new contact or dial a new number to make the second call, or click Back to Call if you want to return to the call in progress.
The first call will be put on hold and both calls will be displayed, press the call that is on hold to return to that call.

Mute call

When you click mute, the caller hears silence until you click mute again to disable.

Place call on hold

During a call, press the Hold button; the call recipient will hear music
To resume the call, select the Hold button again.

Note

Calls in progress will be automatically be put on hold during a call transfer or when starting a new call.

Turn on speaker or intercom

To use the desktop loudspeaker, click Devices to choose headphones, speaker settings. Options will vary depending on your operating system.

Note

Configure default audio and ringing devices in the general Settings.

Transfer a call

Transfer calls directly to another party or introduce the transfer to the third party. When you click transfer, the system will prompt you to choose which type of transfer you want to make.

Note

If there are multiple calls in progress and you are attempting to transfer one of the calls, the option Choose another target will display a list of the ongoing calls for you to choose from.

Direct TransferIntroduce the Call

During the call, press the Transfer button

Click the icon to select from your contacts or choose dialpad to enter the number you want to transfer to

Click "Transfer Directly", the call will be sent through directly and your call will end

During the call, press the Transfer button

Click the icon to select from your contacts or choose dialpad to enter the number you want to transfer to

Select "Introduce the Call", you'll be connected to the third party and the first call will be on hold.

If they accept, click "Finish Transfer", the call will be sent through and your call will end.

Click-to-dial

Install the IP Telecom Browser Call Extension to Chrome to easily use quick call or click-to-dial with your WorkPhone device.

When this extension is installed and you hover or click a phone number in a web page, a quick call dialog will appear allowing you to dial the number.

Call waiting

Call waiting is enabled by default. If you are on a call and another call comes in, you'll see the incoming call details and have the option to accept that call which will put the current call on hold.

Disable call waiting

If you disable call waiting, you won't see incoming calls during calls in progress.

Go to ☰ Settings > Call Waiting
Use the toggle to turn off call waiting

Park calls

Call parking allows you to park a call in a parking slot for another user to pick up.

Set up parking slots

Before you can use the parking feature in a call, you must enable Call Parking in Settings.

Here you can also configure parking slots which can then be used all the time after initial set up.

Note

The standard park call feature code is *3, users can dial this to pick up a parked call. You can edit this feature code or leave it as standard. If you change the feature code it is changed for the app only, it is not changed in hosted PBX for the account.

When call parking is enabled, the parking slot menu will be available on the home screen, the green dot indicates how many parking slots are available. The red dot indicates how many calls are parked. You can also configure parking slots from this menu.

From the menu at the bottom of the screen, select Add Slot
Enter a name for the parking slot. This will only be visible to you, a typical label would be park1, park2 etc.
Enter a parking slot number, e.g. 1. When another user sets up parking slot with number 1, they will be able to see any calls you've parked in slot 1.

Note

You can use any numbers for the parking slots, e.g. 1001, 1002 and so on.

To park a call

During a call, press the menu ⋮ and select Park Call
Choose which parking slot to place to call and then click Park.
After a second, the parking slot turns red to indicate that there is a call parked in it.
The call will end for you and the caller will be placed on hold.

To retrieve a call

Parked calls can be picked up from the menu at the bottom. The red dot should have a number beside it to indicate how many calls are there.

Note

Sometimes the app doesn't show that a call is in a parking slot and it looks like all slots are still available. If this happens, it's still possible to press on the parking slot and retrieve the call or use the feature code to retrieve the call.

Click the red parking slot where the call is parked.
Select the parking slot that has the call you want to pick up.
Your call is connected.

Note

If no one picks up the call after 2 minutes, the parked call will ring you back. If you decline this call, it will be go back into the parking spot, or you can accept it and send it to another parking spot using the steps to park a call.

Move calls to another device

If you have installed the WorkPhone app on more than one device you can switch on ongoing call from one device to another.

During a call in progess, select the ⋮ menu and click "Move Call"
Select the device that you want to move to and click Move.
The call will end immediately on your current device and your next device will ring.