Call Features

<span id="topic-1" style="padding-top:40px;">Place a Voice or Video Call</span>

To make a call using the dial pad:

1. 1. Click on the Calling icon.
2. 2. Enter a phone number in the dialpad.

3. 3. Choose whether you want to make it an Audio or Video call.
   

Note: Webex enables you to sync the application with your desk phone, mobile phone, tablet, and other devices to enhance the unified communications experience.

You can also place a voice or video call by hovering over a previously made call on the Calling page, or in the Missed Calls tab.

To make a call using the Contacts tab:

1. 1. Click on the Contacts Icon.
2. 2. Locate the contact you would like to call.
3. 3. Hover over the contact or click on it and choose whether you want to make it an Audio or Video call.

To make a call using the Messaging tab:

1. 1. Click on the Messaging icon.
2. 2. Select the person you would like to call.
3. 3. Choose whether you want to make it an Audio or Video call in the upper right corner of the window.
   

To make a call using the Voicemail tab:

1. 1. Click on the Voicemail icon.
2. 2. Select an existing voicemail from the person you would like to call. 
3. 3. Choose whether you want to make it an Audio or Video call.

<span id="topic-2" style="padding-top:40px;">Put a Call on Hold</span>

1. 1. While on a phone call, select More.
2. 2. Select Hold. 
3. 3. After you put the call on hold, your spaces list shows that it's on hold.
   

To go back to your held call:

1. 1. Select it from the spaces list.
2. 2. Select Resume.

<span id="topic-3" style="padding-top:40px;">Make a Conference Call</span>

To initiate a Conference Call from an active call:

1. 1. Select More.
2. 2. Select Conference.
3. 3. Enter a phone number or type the name of the recipient,
4. 4. Proceed to choose whether you want to make it an Audio or Video call.
5. 5. Select Merge to join the two phone calls.

<span id="topic-4" style="padding-top:40px;">Transfer a Call</span>

If you are on an active call, you can perform a consulted or blind transfer to another contact within the company directory or any other number you dial via the keypad.

1. While you're on a phone call, select More.
2. Select Transfer.
3. Enter the number or the name of the person to whom you want to transfer the phone call and then choose one of the following options:

• Consult first (also known as a consulted or attended transfer)—Choose this option to announce the call to the recipient prior to transferring the call. If you searched for someone by name, choose their mobile or work number and then choose whether you want to make it an audio or video call. Click Resume to go back to the first call or click Complete transfer.
• Transfer now (also known as a blind transfer)—Choose this option to transfer the call right away with audio only. If you searched for someone by name, choose their mobile or work number to complete the transfer.

<span id="topic-5" style="padding-top:40px;">Listen to Voicemail</span>

When you have a voice message waiting for you, you'll see a red badge counter (Message Waiting Indicator) next to your voicemail icon. After you listen to your messages (from the app or your desk phone), the badge counter disappears. You can also call your voicemail number to set up greetings, send voice messages, and more.

To listen to voicemail messages:

1. 1. Go to Voicemail.
2. 2. Choose a message and then listen to the message by right-clicking and choosing Play voice message, or by selecting the Play icon.
3. 3. From the Voicemail tab, you can call someone back, delete the message, or mark it as unread.

<span id="topic-6" style="padding-top:40px;">Pick Up a Co-worker’s Call (Call Pickup and Busy Lamp Field)</span>

As a member of a call pickup group or a monitored busy lamp field (BLF) group, you can answer calls when another member of your team is busy. When a member of the group is getting a call, you get an audio and visual indicator on Webex.

This feature is especially useful in situations when you’re working remotely or in different locations, and need to help answer calls or cover someone else’s phone.

Note: Depending on your settings and the group assignments, you may see different options or notifications for performing these steps.

Call pickup

1. 1. When you hear a phone call come into a coworker's desk phone, click Call Pickup in the footer of your app. 
2. 2. Select Pick up to pick up a group call. Or, to pick up a call at a specific number, under Directed Pickup, enter the pickup number and then press Enter.

Busy Lamp Field (BLF)

1. 1. You get a call notification in Webex that a coworker has an incoming call.
2. 2. Check the person's status on their profile picture. If they're busy or unavailable, click Pick up to answer their call or Ignore to ignore the call.

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Manage your incoming call notifications

You can manage when you receive incoming call notifications and call pickup notifications. To do so, follow these steps:

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1. 1. Click your profile picture or initials.
2. 2. Select Settings.
3. 3. Select Notifications. 
4. 4. Under Calls you can modify your incoming call notifications and your Call Pickup notifications. Make your selections.
5. 5. Select Save to save your changes.

<span id="topic-7" style="padding-top:40px;">Pull a Call (Call Pull)</span>

With Call Pull, you can pull active calls from your desk phone to your Webex app, or vice versa. You can also move an active call from your desktop app to your mobile app. This feature is helpful when switching between devices, while on the go, at home, or in the office. 

Pull a call from your desk phone to your Webex desktop app:

1. 1. While on an active call on your desk phone, go to the Webex app on your desktop.
2. 2. Click Calls.
3. 3. Click Call Pull. The call is moved from your desk phone to your Webex desktop app.
   

Pull a call from your Webex app to your desk phone:

1. 1. While on an active call on your Webex app, go to your desk phone.
2. 2. Pick up the handset.
3. 3. Press *11. The call is moved from your Webex app to your desk phone.
   

Pull a call from your Webex desktop app to your Webex mobile app:

1. 1. While on an active call on your Webex desktop app, open the Webex app on your mobile device.
2. 2. Go to Calling.
3. 3. Tap the Phone + icon.
4. 4. Tap Pull Call. The call is moved from your Webex desktop app to your Webex mobile app.

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<span id="topic-8" style="padding-top:40px;">Manage Your Call Queue Status</span>

If you’re assigned to a call queue(s), you can join or unjoin a call queue and change your queue status right from the footer of your Webex app.

1. 1. From the footer of your app, select Queues to see all of the call queues you're part of.
2. 2. From the Agent status drop-down menu, select your automatic call distribution status for your call queues:

•        ○ Signed In—You're signed in, but you're not ready to receive calls.
•        ○ Signed out—You're signed out and won't receive calls.
•        ○ Available—You're ready to receive calls.
•        ○ Unavailable—You're not available to receive calls.
•        ○ Wrapping up—You're near the end of your shift but you can still receive calls.

1. 3. Join or unjoin a queue by checking or unchecking the checkbox next to the queue.

Note: Your supervisor determines which queues you can join or unjoin. If a queue is grayed out, you can't make a change to that queue.

<span id="topic-9" style="padding-top:40px;">Get Work Calls to Any Number (Single Number Reach)</span>

With the Single Number Reach (Office Anywhere or CCI Anywhere) feature, you can have your work calls ring any phone number so that you don’t have to worry about missing an important phone call because you stepped away from your desk.

1. 1. To enable or disable the Single Number Reach feature, go to Call Settings in the footer.
2. 2. Click Open Call Preferences.
3. 3. Scroll to the Manage My Numbers section. 
4. 4. Add the phone number you would like to enable the feature for.
5. 5. Select the phone number and check the Activate box.

<span id="topic-10" style="padding-top:40px;">Park and Retrieve Calls</span>

With the call park feature, you can transfer calls through the use of call park groups. A call park group is a group of users who can park calls against phone lines. Call park groups are set by your administrator. Call park is similar to placing a call on hold, except that a parked call can be retrieved from any other phone.

If you’re a member of a call park group, you can park an active call on Webex. When you park a call, the call gets assigned a parked number. You can then use that parked number to retrieve the call from another device, or share the number for someone else to retrieve the call from their device.

To park a call:

1. 1. While on a phone call, select More.

2. 2. Select Group Park. The call is placed on hold and the extension of where the call is parked is displayed.

Note: If you parked a call by accident, you can retrieve it by selecting the green Retrieve button at the bottom of your call window. This call window is only available for 10 seconds.

3. 3. Take note of the extension to use yourself or to share with the person who needs to retrieve the call.

To retrieve a call:

1. 1. Select the Retrieve Call option from the footer of your app.

2. 2. Enter the extension of the call you’d like to retrieve.

‍Note: If you park a call and it isn’t retrieved within a certain amount of time (time limit determined by your administrator), the call gets returned to the person who parked the call.

<span id="topic-11" style="padding-top:40px;">Multi Call View</span>

Manage all your phone calls in one place with Multi Call View. This feature allows you to make and answer calls, manage multiple lines, and access common calling features from a single window within the Webex app.

Open Multi Call Window

To place a call, start by opening the multi call window. In the app:

1. 1. Click your profile picture.
2. 2. Navigate to Settings > Calling.
3. 3. Check Turn on Multi Call Window.
4. 4. Click Save.

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Place a call

Once the multi call window is opened: 

1. 1. Select the drop-down arrow from the bottom of the window and select the line you want to use for your call.
2. 2. Choose one of the following options:

               a. Enter the name or number of the person you want to call in the Search field.

               b. Enter the number to dial in the dialpad at the top of your window.

1. 3. The call will be placed.

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Make a conference call

1. 1. On a call, click More and select Conference.
2. 2. Enter a number or a name and then choose Audio or Video call.
3. 3. Select Merge to join the calls.

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Transfer a call

1. 1. While on a phone call, click the Transfer arrow icon.

2. 2. Enter the name or number of the person you want to transfer to, and then choose from the following options:‍

                 a. Consult first

                      i. Announce the call to the person receiving the transfer. 

                      ii. Click Resume to go back to the first caller and then select Complete transfer to finish.

                  b. Transfer now (Blind transfer)

                      i. Transfer the call without announcing it to the recipient by selecting Transfer now.

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