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Go to the [Contacts] section (Fig. 1), click the number you are going to call, and the CTI panel with a call will appear
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Fig. 1. Calling from the [Contacts] section
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You can find calls history in the [Calls] section. From and To’ fileds in [Calls] section are clickable (Fig.2)
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Fig. 2. The [Calls] section
To make a call, enter the contact name or number and press the phone button (Fig.3). You can also click the phone button near the call record in the CTI panel
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Fig.3. Making a call in the CTI panel
The call will start. After the call is answered, the following functions are available:
You can use the dial pad (Fig. 4)
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Fig. 4. Using the dial pad
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You can mute yourself (Fig. 5)
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Fig. 5. Muting
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yourself
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You can transfer the call to another extension (Fig. 6).
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If you transferred the call, the original contact will be saved on a new call record
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Fig. 6. Transferring the call to another extension
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You can use a blind/cold or a warm transfer. A warm transfer is set by default
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Tick a checkbox under the number input field to use a blind transfer (Fig. 7)
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Fig. 7. Ticking the checkbox for using a blind transfer
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You can use the Show Agent feature (Fig. 8). This feature allows to see all the agents set up for telephony (Fig. 9)
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Fig. 8. Using the Show Agent feature
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Fig. 9. Showing all agents set up for telephony
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You can put the call on hold (Fig. 10)
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Fig. 10. Putting the call on
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hold
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g. Select [Use my number] checkbox. The guide can be found here.
To end the call, click the red button (Fig. 11)
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Fig. 11. Ending the call
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CDRs and recordings can be stored in Google Cloud Storage.
You can find more details about Call Functions on the Creatio Academy.