Go to the [Contacts] section (Fig. 1), click the number you are going to call, and the CTI panel with a call will appear
Fig. 1. Calling from the [Contacts] section
You can find calls history in the [Calls] section. From and To’ fileds in [Calls] section are clickable (Fig.2)
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
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)
Fig. 4. Using the dial pad
You can mute yourself (Fig. 5)
Fig. 5. Muting yourself
You can transfer the call to another extension (Fig. 6). If you transferred the call, the original contact will be saved on a new call record
Fig. 6. Transferring the call to another extension
You can use a blind/cold or a warm transfer. A warm transfer is set by default
Tick a checkbox under the number input field to use a blind transfer (Fig. 7)
Fig. 7. Ticking the checkbox for using a blind transfer
You can use the Show Agent feature (Fig. 8). This feature allows to see all the agents set up for telephony (Fig. 9)
Fig. 8. Using the Show Agent feature
Fig. 9. Showing all agents set up for telephony
You can put the call on hold (Fig. 10)
Fig. 10. Putting the call on hold
Select [Use my number] checkbox (Fig. 11). The guide can be found here
Fig. 11. Use my number
To end the call, click the red button (Fig. 12)
Fig. 12. Ending the call
CDRs and recordings can be stored in Google Cloud Storage
You can find more details about Call Functions on the Creatio Academy