Outbound Calls / Softphone – How It Works.
Blind Transfer
Find the contact, select it for transfer, and hang up the ongoing call.
Warm Transfer
Search for the contact, select it to initiate the call, then place the current call on hold. Once the contact answers, you can merge the calls.
FAQs:
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Why are calls being made from the default Twilio number instead of the assigned Twilio number when I log in as a user?
Calls will be placed from the user-assigned Twilio number only if the user has data enabled and the user role is set to “User.”
If the user doesn’t have only assigned data enabled and their role is set to Admin, the default Twilio number will be used for outbound calls. To change the number used for making calls, simply click on the dialer and select the desired Twilio number from the “Call from” dropdown menu.
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Why is the call disconnecting only in the mobile app?
This could be due to network issues or app-specific settings. Ensure that the mobile app has proper permissions and a stable internet connection. Also, try restarting the app to see if it resolves the issue.
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Why can’t I dial out from the sub-account? The call drops immediately when I try to call using the dialer.
For troubleshooting outbound calls through the dialer on the desktop web app, refer to the “Troubleshooting Outbound Calls” guide to help identify and resolve the issue.
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Why can’t I find contacts in the live transfer window during a warm transfer?
If contacts are not showing up in the live transfer window, ensure that the contact has been properly added and synced to your CRM. Also, verify that the correct filters or search criteria are being applied in the window.