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Manage Multiple Phone Calls

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Quentin Grabenstaetter
  • Updated

This feature is allowed for Rainbow user connected to Rainbow Hub with Voice Phone or Business or Enterprise License.

Make a Second Phone Call

During a call with a first contact, you want to call a second contact.

This feature lets you call a second contact without establish a web conference.

Note: To establish a web conference, consult the article "Escalate a Web Call into a Web Conference": learn more.

Make a second phone call using dialpad

  1. Select the icon "call_add.svg New call". The dialpad is opened.
  2. Enter the number of the second contact to call.
  3. awk_take_call.svg Select the call icon to initiate the call. 
  4. The first contact is put on hold with waiting music.
    You are in conversation with the second contact.

Note: dialpad.svg You can also open the dialpad by selecting the dialpad icon next the search/call area.

 

Make a second phone call from "Contacts" tab

  1. Open your Contacts Space by clicking on the "contacts.svg Contacts" tab in the left menu.
  2. Use one of the following:
    - Select the "call.svg Phone call" icon of your contact and select the number to call in the list.
    - Open the "profil.svg Contact information" tab and select the number to call.
  3. The first contact is put on hold with waiting music.
    You are in conversation with the second contact.

Make a second phone call from "Calls" tab (call log)

When using the call log, you can call back a contact. The number used to make the call will be the one recorded in the log.

  1. Open your Calls Space by clicking on the "call_log.svg Calls" tab in the left menu (If there is one or more missed calls, the number of missed calls is displayed alongside the icon: telephony_1.svg).
  2. Use one of the following:
    - Select the "call.svg Make a call to this contact" icon of your contact. The number used is the one displayed in the "profil.svg Profile" tab.
    - Open the "profil.svg Profile" tab and select the number to call.
  3. The first contact is put on hold with waiting music.
    You are in conversation with the second contact.

Make a second phone call from the recent conversations list

  1. Select the contact to call in the Recent Conversations area.
  2. Use one of the following:
    - Select the call icon call.svgand choose the number to use for the call.
    - Open the "profil.svg Contact information" tab and select the number to call.
  3. The first contact is put on hold with waiting music.
    You are in conversation with the second contact.

Make a second phone call by using the search by name feature

  1. search.svg Search for a contact the search/call area.
  2. Use one of the following:
    - Select the "call.svg Phone call" icon of your contact and select the number to call in the list.
    - Open the "profil.svg Contact information" tab and select the number to call.
  3. The first contact is put on hold with waiting music.
    You are in conversation with the second contact.
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Make a second phone call by using the keyboard

  1. Enter directly the number of the second contact in the search/call area search.svg.
  2. call.svg Select the call icon next to the dialed number or simply press the Return key on your keyboard.
  3. The first contact is put on hold with waiting music.
    You are in conversation with the second contact.

Receive a Second Call

During a conversation with a contact, you can receive an incoming phone call.

When you receive an incoming call, a pop-up is displayed, allowing you to answer the call by selecting "laptop.svg Accept" button, or decline the call by selecting "Decline" button.

When you accept the second call, the first contact is placed on hold.
If the callee is using Rainbow, you can select the "Send message" button to reject the call by sending a predefined message ("I will call back as soon as I can.", "Sorry, I am in a meeting.") or any custom message through Rainbow's instant messaging feature ("Send a message").

Switch Between Calls

This feature lets you switch between two phone calls.

  1. You are in conversation with a first contact and a second contact is on hold.
  2. Select the "call.svg Retrieve this call" icon in the conversation screen to retrieve the second contact on hold . The first contact is then put on hold. 

End the Second Call and Retrieve the First One on Hold

  1. You are in conversation with a second call and the first is on hold.
  2. hang-up.svg End the second call. 
  3. Select the "call_pause.svg Retrieve this call" icon on the first contact.
    You are in conversation with your first conatct.

Transfer a Phone Call

Blind transfert

A blind transfer allows you to transfer your phone call to another contact without waiting for the transfer recipient to answer.

  1. You are in conversation with a first contact. You want to transfer directly your first contact to a second. 
  2. Select "call_forward.svg Transfer Calls" icon in the conversation window.
  3. Use one of the following to transfer the call:
    - Search a contact in the Business directory of your company: enter the name of your contact and select the transfer icon call_forward.svg of the contact in the search result.
    - Enter directly a number by opening the dialpad dialpad.svg, and select the call icon: awk_take_call.svg.
  4. The first call is immediately transferred to the second contact, without waiting for them to answer the call.

Transfert the second call to the active call

You are in conversation with two contacts and you want to connect your two contacts. Transfer the second call (on hold) to the active call.

  1. You are in conversation with two contacts. The second contact is on hold.
  2. forward.svg Select the direct transfer icon displayed on the call on hold. Your two contacts are connected. The call is ended.

Note: You can also use the "call_forward.svg Transfer" icon. In the opened window, the call on hold is displayed. Select the "call_forward.svg Transfer" icon of the call on hold. Your two contacts are connected.

Initiate Conference

You are in conversation with a second contact and the first is on hold. You want to set up a three-way conference call.

  1. You are in conversation with a second contact and the first is on hold.
  2. Select the "call_merge.svg Conference" icon from the list of active calls or from the contact on hold in the conversation screen.
    You are in conference.

Next steps: For more information about Conference, consult the article "Join a Web Conference". Learn more.

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