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Calls

Extensions and call transfers

Call teammates by extension, hand a caller to someone else, talk to them first, or bring everyone into a 3 way call.

Extensions

Everyone on your team gets their own extension when they join. Extensions are 4 digits and cannot start with 0 or 9. You can see yours at the bottom of the sidebar, and everyone's on the Team page.

Change an extension

  1. Select Team in the sidebar. You need to be an owner or admin.
  2. Select Change next to the extension.
  3. Type the new one and select Save. If it is taken, CallRoute tells you.

Call a teammate

Open the Phone, type their extension and select Call. Internal calls ring them in CallRoute and show up as Internal call. You can call teammates by extension even before you have a number of your own.

Callers from outside can reach teammates by extension too, if you add a Dial by extension key to a phone menu.

Transfer a call

  1. During a call, select Transfer. The Transfer or add someone panel opens.
  2. Pick a teammate from the list, or type an outside number in Phone number.
  3. Choose how to hand over:
    • Transfer now sends the caller straight over and you leave the call.
    • Talk first puts the caller on hold and calls the other person, so you can explain before you hand over.

After Talk first

While you speak with the other person, the caller is on hold. From there you have three choices:

  • Complete transfer connects the caller to them and you drop off.
  • Merge calls brings all three of you into one call.
  • Back to caller ends the side call and returns you to the caller. Before they answer, the button reads Cancel.

3 way calls

In a merged call everyone can hear each other. The phone shows 3 way call and gives you two buttons: remove the person you added, or Leave call. If you leave, the caller stays connected with the person you added.

In your call history

On the Calls page, a call that brought in an outside number lists it under the call, for example Added with the number and how long they were on, plus any wallet charge.

Hold and transfer are not available while a transfer or 3 way call is already in progress. Finish or cancel the first one, then start the next.