# 4. Make a call

## Softphone interface * **Phone number box:** The user enters the phone number to make a call.

* **Select a hotline:** The user selects the appropriate hotline number to call out to the Customer.

* **Call type:**

**- Select call type:** The system will have a message notification asking you what type of call you want to choose. **- Video call via internet:** Internal video calling between users on the system. **- Voice call via internet:** internal voice calls between users on the system. **- Phone call:** The system makes a call to the phone number entered above via the internet. When there is a connection (ringing) to the Guest side, it will be a normal GSM call. **Note:** *To maintain stable and clear call quality, users need to ensure that the internet connection they are using must be really good and stable.* ## Interface “call in-progress” After entering the number, selecting items at the softphone and making a call out, the user will be taken to the interface:

Here the user can manipulate the following options: * **Mic:** Enable/disable mic during calls.

* **Keypad:** Allows the user to press the key when making a call.

* **Speaker:** Enable/disable speaker when making a call.

* **Transfer call:** Users can transfer calls during making or receiving calls.

When transferring a call, the user can choose from the following options:

**-** [**Agent**](/stringeex-tong-dai-cham-soc-and-quan-ly-khach-hang/en/ii.-system-features/9.-settings/9.2-hr-and-team-management/9.2.1-personnel.md)**:** transfers a call to 1 user on the system. **-** [**Queue**](/stringeex-tong-dai-cham-soc-and-quan-ly-khach-hang/en/ii.-system-features/9.-settings/9.1-service-management-customer-service/9.1.4-configure-receiving-channels/channels/queue.md)**:** 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 phone book on the phone device. * **Add people to the call:** Users can add other users on the system to the call.

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