# 4. Make a call

## Make an outbound call

### A manual outbound call

* **Step 1:** In the interface, select as shown to open the numeric keypad. An agent enters the phone number of the customer to call out.

<figure><img src="https://content.gitbook.com/content/W1nWhVvoi55dxT8euy3M/blobs/coqAGiejNJm7gLl48Um5/image.png" alt="" width="317"><figcaption></figcaption></figure>

* **Step 2:** Select the hotline number to call out at “Use number”

<figure><img src="https://content.gitbook.com/content/W1nWhVvoi55dxT8euy3M/blobs/3nTPj9rbNhgX2BBYriYn/image.png" alt="" width="375"><figcaption></figcaption></figure>

* **Step 3:** Select the outbound call type
  * **Video call via Internet:** is used for internal video calling
  * **Voice call via Internet:** is used for internal voice calling
  * **Phone call:** is used to call out the customer's personal phone number

<figure><img src="https://content.gitbook.com/content/W1nWhVvoi55dxT8euy3M/blobs/ftwhqE0FM8hBq6ow48M6/image.png" alt="" width="375"><figcaption></figcaption></figure>

* **Step 4:** Press the call button to make a call

<figure><img src="https://content.gitbook.com/content/W1nWhVvoi55dxT8euy3M/blobs/fWFxYcxOhdCOxa464rw2/image.png" alt="" width="171"><figcaption></figcaption></figure>

### An outbound call from a contact

The agent can make calls from contacts

<figure><img src="https://content.gitbook.com/content/W1nWhVvoi55dxT8euy3M/blobs/eaIC0bvx92htZ7hB0FFc/image.png" alt="" width="345"><figcaption></figcaption></figure>

### An outbound call from a ticket

The agent make calls from the ticket

<figure><img src="https://content.gitbook.com/content/W1nWhVvoi55dxT8euy3M/blobs/OtZQIvpBF4t1g4v6VY1R/image.png" alt="" width="343"><figcaption></figcaption></figure>

## View call history

Agent acts as the below image to enter the History menu

<figure><img src="https://content.gitbook.com/content/W1nWhVvoi55dxT8euy3M/blobs/d1CB2QH7sKbMeH6MDKkE/image.png" alt="" width="188"><figcaption></figcaption></figure>

## Receive an inbound call

When there is an inbound call, the agent operate like the image below to receive the call

<figure><img src="https://content.gitbook.com/content/W1nWhVvoi55dxT8euy3M/blobs/dWoeLhY3Szc9v6CTyKD2/image.png" alt="" width="342"><figcaption></figcaption></figure>

## Actions in the call

<figure><img src="https://content.gitbook.com/content/W1nWhVvoi55dxT8euy3M/blobs/gV3yjVoPvfqRnI3LsHnS/image.png" alt="" width="375"><figcaption></figcaption></figure>

**(1) Mic:** mic on/off during calls

**(2) Speaker:** turn on/off speaker when making a call

**(3) Keypad:** allows the user to press the key when making a call

**(4) Add people to call:** users can add other users on the system to the call

**(5) Transfer call:** users can transfer calls during making or receiving calls

* **Agent:** transfer calls to 1 user on the system
* **Queue:** transfer the call to a queue created on the system
* **Phone number:** the user will enter the phone number to transfer the call or select the number directly from the contacts on the phone device

<figure><img src="https://content.gitbook.com/content/W1nWhVvoi55dxT8euy3M/blobs/qOgTcIyITFGnLRQc6RNX/image.png" alt="" width="375"><figcaption></figcaption></figure>