Active Call Controls
    • 23 Feb 2024
    • 2 Minutes to read
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    Active Call Controls

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    Article summary

    Dialpad's business voice calling system offers advanced features to enhance the calling experience. During an active call, users can mute their microphone or place the call on hold. Adding a third caller to a call is also possible, and users can share their screen to collaborate or resolve issues without the need for a separate meeting. Dialpad AI can be turned on during a call to view real-time transcripts. Users can access the keypad during a call and park calls on the main line if they are on a Pro or Enterprise plan. These features aim to improve communication for incoming callers, contact center representatives, and both internal and external communications.

    When it comes to business communications, the phone call is still king. 

    Dialpad’s business voice calling system offers a wide range of advanced features and functionalities—all built in—that are designed to enhance the calling experience for incoming callers, contact center reps, and both external and internal communications.

    Let's take a look at your call controls during an active call. 

    Mute a call

    To mute your microphone during an active call in the Dialpad app, select Mute.

    This will mute your microphone, but you'll still be able to hear the other caller.

    Select Unmute if you'd like to unmute your microphone.

    If you're looking to mute a call from a mobile device, visit our Help Center articles on our iOS and Android apps.

    Place a call on hold

    Place a call on hold to mute both you and the caller. Callers will hear your Main Line's hold music while they're on hold.

    From an active call, select Hold. It will place the call on hold, and neither you nor the caller will hear each other.

    Select Unhold to take the caller off hold and resume the call. 

    You can also un-hold a call by hovering over the call details on the left-hand sidebar and selecting Resume.

    If you're looking to place a call on hold from a mobile device, visit our Help Center articles on our iOS and Android apps.

    Add a caller

    Create a three-way call in seconds by adding a 3rd caller to your call.

    During an active call:

    1. Select More
    2. Select Add Participant
    3. Enter a contact's name or phone number
    4. Press enter or Add to call

    Dialpad will dial the number, and the caller will be added to the call upon answering.

    Once they're added, the additional caller appears in the list of active calls located in the top-left corner of the Dialpad app —hold, mute, or transfer as necessary.

    If you're looking to add a caller from a mobile device, visit our Help Center articles on our iOS and Android apps.

    Share your screen

    Dialpad users can share their screens on phone calls, reducing the need to set an official meeting or jump onto a conference call to resolve issues quickly, collaborate on projects, or do virtual walkthroughs.

    To share your screen during an active call:

    1. Select Share screen
    2. Select the desired screen, window, or tab 
    3. Select Start sharing

    Call Participants will receive a message containing a link that opens a browser displaying your screenshare. 

    Participants can also click View Screenshare from the conversation dialogue.

    To stop sharing your screen during a call, select Stop Sharing from the bottom of the Dialpad window, or from the screen sharing indicator at the top.

    Screenshares will automatically end if a call is ended. 


    Screensharing can also be launched from a chat, as well as during Contact Center or Department calls.

    Turn on Ai during a call

    To turn on Dialpad Ai during an active call, simply click the Ai on button.

    Now, select the arrow beside the Ai button to view the real-time transcript of your call.

    Access keypad during a call

    Did you find yourself in an IVR menu? No problem! 

    To access the keypad:

    1. Select More
    2. Select Open keypad

    Park a call

    If you're on a Pro or Enterprise plan, you can park a call on your Mainline (you'll need to reach out to our Support Team to enable it first).

    To park an active call: 

    1. Select More
    2. Select Park call to main line
    Want to learn more?
    Check out Dialpad University's free courses covering our products and services, as well as insightful tips and best practices.

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