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In the Phone app of the Talkdesk Phone™ system, you will find the Home tab. Home is Talkdesk Phone’s main page, where you can access your call history, make calls, change the caller ID for outbound calls, and access voicemails, among other things. 

 

Keypad

The Keypad includes the following features:

• The Keypad and Contacts toggle allows users to change between a numeric keypad and the internal contacts directory.
• The “Caller ID” is a dropdown menu with a searchable list of numbers that can be used as caller IDs for outbound calls. 
  • Users can opt between Company numbers, the DIDs (Direct Inward Dialing) they’re assigned and the DIDs assigned to Ring groups they are members of.
• The input field, for extensions and long number dialing. 
• The keypad collapse or reveal button.
• Numbered keys and the backspace button.
• The Call button.
• Your extension.

 

Contacts

Next to the Keypad button, you will find the Contacts button. Clicking it will allow you to search for other Talkdesk Phone users, along with each user’s extension. Each entry includes a phone icon for a click-to-call option.

Note: This feature is also available in multi-call, call transfer, and conference call scenarios. 

 

Inbound Calls

When you receive a call, the following elements are displayed:

• The call description.
• The caller’s avatar, with either the caller’s initials if they are part of the account, or a default icon if the caller is unknown.
• The caller’s description, including all the information available, depending on the caller: name and surname, long number, and extension.
• The Mute button. 
• The Accept and Decline buttons.

• In addition to the Keypad elements, incoming calls will also be signaled with a notification that, if clicked, will bring the Keypad window to the front; and an activity badge in the Phone app.

 

Outbound Calls

When making an outbound call, the following elements are displayed:

• The call description.
• The callee’s avatar, as in the inbound calls screen: with the callee’s initials if the number is part of the account, and a default icon if it isn’t.
• The callee’s description with available information between name and surname, long number, and extension.
• The Mute button.
• The End Call button.

If the callee is busy, a “User is busy” message appears, along with: 

• The call description.
• The callee’s name and surname, along with their long number or extension. 
• The Cancel and Call again buttons.

 

Call Controls

When a call is established, the display changes. In addition to the items present before, the following call control elements become visible:

• Time elapsed. 
• Call controls:
  • • Mute: To mute and unmute the microphone.
    • Keypad: To access the keypad and dial DTMFs (to travel through call menus).
    • Hold: To place the call on hold.
    • Add: To add another party to the call and start a conference call.
    • New: To start a new call and automatically place the ongoing call on hold (starting the multi-call feature). 
    • Transfer: To make a blind transfer of the ongoing call.
• The End call button.

 

Call Transfers

During a one-on-one call, you can click the Transfer button to begin a blind transfer. When you do so, you will be brought to the keypad, which features:

• The current call details.
• The Back to call button.
• The input area and keypad, to dial the contact you want to transfer the call to. 
• The contacts button, to access your contact list. 
• The Transfer call button to complete the transfer.

 

Multi-calls

Similarly to Call Transfers, clicking on the New button will bring up the keypad. All the same elements are on display. The only difference is that the New call button will place the current call on hold and begin a concurrent one. 

Note: The maximum number of concurrent calls is three, with one active and two on hold. 

In a multi-call scenario, the following call control buttons are available:

• Merge [1]: Click to join all calls into a single conference call. 
• Transfer [2]: Select to transfer the current call.

 

Conference Calls

In conference calls, participants have to be added one by one to a pre-existing single call, to a maximum of ten participants. 

Clicking the Add button during a call will bring you to the keypad. By dialing a number or extension or selecting one from your contact list and pressing the Add participant button, you will begin a conference call. 

In a conference call, the following elements are displayed:

• The call description, the total number of participants, and elapsed time. 
• The list of participants and management tools (the more options “...” icon). 
• The Mute button.
• The Add button, which you can use to add more participants to the call.
• The End conference button.

By clicking the “...” more options button, you can disconnect specific active conference call participants. 

 

Voicemail

Voicemail can be accessed at the bottom right of your screen. It features a notifications icon, with a numbered badge in case you have new voicemail messages, and a few additional options. 

The first time you access your voicemail, you will be asked to set a password. The password must be a set of four or five numbers, which you’ll input using the keypad. After you do this, you’ll be able to access and manage your voicemails.

In the voicemails section, you can see:

• A badge showing how many voicemail messages you have in queue. 
• Call voicemail [1]: Clicking this option lets you check your voicemail.
• Voicemails shortcuts [2]: This option brings up the list of voicemail shortcuts. These are:
  • Dial your own extension or DID: to check your voicemails.
  • Dial *97 (+ another user's extension): to check another user's voicemail.
    
  • Dial ** (+ another user's extension): to send a voicemail directly to a user.

Note: In accordance with our voicemail retention policy, all messages are stored up to a period of 90 days, after which they will be deleted and cannot be recovered.

 

Recent Calls

In the Recent Calls section, you have access to your call history for the last seven days or 100 calls. Each single call instance is accompanied by a phone icon for easily returning a past call or starting a new one with the respective contact.

Calls are categorized as:

• Simple calls. 
  • Incoming call: You received and answered a call.
  • Missed call: You received a call, but either didn’t answer it or rejected it.
  • Transferred call: You received, answered, and later transferred the call.
  • Forwarded call: You received and forwarded the call to the number configured in the Call forward setting.
  • Outgoing call: You made a call and were answered, canceled the call before it was picked up, or the call failed for any reason.
  • Unanswered call: You made a call, but it went unanswered, the recipient was already on a call, or the recipient rejected the call.
• Inbound calls.
• Outbound calls.

• Conference calls: You participated in a conference call.