Skip to main content
Skip table of contents

Work with Calls

Make a Call

Make a Call

Follow these instructions to start a new call. You can also start a new call from activity details, CRM module and Tickets. Once you get to the New outbound call screen, the method is the same.

To start a new call, Start typing a phone number or tap the Contacts tab to select a contact. Select a contact in the list or finish typing your phone number, then tap Confirm at the bottom of the dialogue to start your call.

  • If you have selected your mobile phone as your device, you will a receive a call from Daktela. Accept it to start the call to the number you have selected in the app.

  • If you have selected a WebRTC device the call will open in the app. You can mute your microphone and end the call using the buttons.

When you finish your call:

Receive a Call

Receive a Call

To receive a call using the mobile phone where you are running your app, make sure you have selected it as your device or as a forwarding number in Devices. Receive an incoming call like a regular call on your phone. You can also accept an incoming call in Waiting activities – you may still need to answer it on the device you are logged in to.

The Daktela Mobile App currently doesn't support push notifications. To accept incoming activities, you need to have the app open.

If you have selected a WebRTC device and receive calls using the Daktela Mobile App, tap the green Accept button in the notification that will appear at the top of the app:

When you finish your call:

Manage a Call

Manage a Call

When you make a new call or accept an incoming call using the Mobile App, its details will open:

Transfer a Call

Tap the Transfer button to transfer a call to another user.

  1. The window with options will open. Tap Transfer or Blind transfer.

    Blind transfer: your call will be ended as soon as you tap the option. The customer will be on hold while the phone is ringing and will be connected to the new agent as soon as they answer. The new agent will only know the customer's name or phone number and that you have transferred the call to them.
    Transfer: the customer will be put on hold. You will be connected to the agent you are transferring the call to so you can explain to them what the customer needs. When the agent answers the phone, the Transfer button will turn red.

  2. Tap the user or queue to tranfer the call.

  3. Your call will be transfered.

Once the call ends, you will see the activity details:

  1. Redial the phone number.

  2. Save and end the activity. Depending on your queue settings, you may need to select a status. Select a status and tap Save.

JavaScript errors detected

Please note, these errors can depend on your browser setup.

If this problem persists, please contact our support.