Call Handling

When a voice call is connected through the softphone, you have access to a full set of call controls. This page covers the control grid, DTMF input, inbound call handling, and outbound dialing workflows.

Call Controls

When connected to a voice call, the ActiveCallView displays a 3x2 grid of control buttons below the call timer. Each button is a circular icon with a label underneath.

Control	Icon	Label	Behavior
Mute	mic_off	Mute	Toggles your microphone on/off. The button highlights when muted.
Hold	pause	Hold	Places the call on hold or resumes it. The button highlights when the call is on hold.
Speaker	speaker_phone	Speaker	Toggles the speaker/audio output mode. The button highlights when speaker is active.
DTMF	dialpad	DTMF	Opens the inline DTMF keypad for sending touch-tone signals.
Record	fiber_manual_record	Record	Toggles call recording on/off. The button highlights (with a recording indicator) when recording is active.
Transfer	call_split	Transfer	Opens the Transfer Modal to initiate a blind or warm transfer.

imageActive call controls showing circular buttons for mute, hold, speaker, DTMF keypad, record, and transfer in a 3x2 grid, with hold and mute highlighted as active, and a red end call button below

Active call controls

INFO

Toggle controls (Mute, Hold, Speaker, Record) visually highlight when active, making it easy to see the current call state at a glance.

End Call

Below the control grid, a full-width red End Call button terminates the active call. Clicking this button immediately disconnects and transitions the softphone to the ended state, showing the call summary.

Add to Conversation

When you have an existing chat conversation selected in the center panel while on a call, an "Add to conversation" link appears below the End Call button. Clicking this associates the voice call with the selected conversation, creating a unified interaction record. A success toast notification confirms the action.

DTMF Keypad

Clicking the DTMF button in the control grid replaces the control grid with an inline DTMF keypad. This is used for navigating IVR menus, entering PINs, or sending other touch-tone signals during a call.

DTMF Layout

The DTMF keypad uses the same 3x4 grid layout as the dial pad:

	Column 1	Column 2	Column 3
Row 1	1	2 (ABC)	3 (DEF)
Row 2	4 (GHI)	5 (JKL)	6 (MNO)
Row 3	7 (PQRS)	8 (TUV)	9 (WXYZ)
Row 4	*	0 (+)	#

DTMF Controls

• Header -- Shows "DTMF Tones" label and a close button to return to the control grid
• Buffer display -- Shows the sequence of digits already sent in blue text (e.g., "1 2 3 #")
• Key presses -- Click a key or press the corresponding keyboard key to send a DTMF tone
• Keyboard input -- When the DTMF section is open, it auto-focuses so you can type digits 0-9, *, and # directly on your keyboard

TIP

The DTMF keypad supports keyboard input. When the keypad is open, simply type the digits on your keyboard -- they are sent as DTMF tones immediately without needing to click.

Inbound Calls

Inbound voice calls arrive as work items through the standard routing system. When a voice call is routed to you:

1. A Work Item Offer overlay appears with:
   • The voice channel icon
   • Customer name and queue information
   • Priority and source indicators
   • A 30-second countdown timer
2. Click Accept to take the call, or Reject to decline it
3. Once accepted, the conversation appears in your Active list with the VoiceControlBar visible in the chat interface
4. The softphone transitions to the connected state if it is open

VoiceControlBar

For accepted voice conversations, a blue gradient VoiceControlBar appears in the chat interface (center panel) between the metadata bar and the message list. It provides quick access to:

Control	Description
Speaker	Toggle speaker mode
Hold	Place call on hold or resume
Mute	Mute/unmute microphone
Keypad	Open DTMF keypad
Transfer	Open the transfer modal

The bar also displays a visual audio waveform and a call duration timer.

Outbound Calls

You can place outbound calls using two methods.

From the Dialpad

1. Open the softphone by clicking the phone FAB
2. Ensure the Dialpad tab is selected
3. Enter the phone number using the on-screen keys or your keyboard
4. Click the green Call button or press Enter
5. The softphone transitions to the dialing state with a "Dialing..." indicator

From the Contacts List

1. Open the softphone and select the Contacts tab
2. Search for the contact by name or phone number
3. Click the contact row -- a green phone icon appears on hover
4. The call is immediately initiated using the contact's phone number (for customers) or extension (for agents)

From Recent Calls

1. Open the softphone and select the Recent tab
2. Click any entry in the recent calls list to redial that number

Call Lifecycle

The complete call lifecycle follows this sequence:

1. Idle -- Softphone ready for dialing or receiving calls
2. Dialing/Ringing -- Outbound call initiated or inbound call arriving. CallingView shows with animated status and a cancel option.
3. Connected -- Call is active. Full control grid is available (mute, hold, speaker, DTMF, record, transfer).
4. Ended -- Call terminated. Summary shows contact name and duration.
5. Idle -- Softphone returns to the ready state

WARNING

Ending a call is immediate and cannot be undone. Make sure you have completed any necessary wrap-up or notes before clicking the End Call button.