Make a call


Prerequisites

Make calls just like you would with a desktop phone. Call someone from inside your organization or a business or person outside your organization. 

Note: The following procedures describe how to place standard business calls. If you are a contact center agent or placing calls on behalf of a queue, then see Voice interactions for agents overview for more information about placing and receiving calls through a queue. 

Note: A call to or from someone in your organization automatically opens a chat room in the Chat panel.

To start a phone call from either of the following places, click Make Call.

Profiles

Card View

To start a phone call from either of the following places, click and the number.

 Search suggestions

Directory and Search results

To start a call from a direct message chat room, click Call.

Direct message chat room

Call from chat window

  1. To open the Calls panel, click Calls.
  2. Click Dialpad.
  3. Start typing a name or phone number in the Enter Names and Numbers field; PureCloud displays contacts that match the entered characters. Select a contact from the list, or continue typing the full number. Press Enter.

    Note: Use the full phone number. PureCloud does not support extension-only numbers.

  4. To start the call, click the Call button or press Enter again.Call button
  5. To end the call, click the End Call button.End Call button

  1. Expand the Calls panel by clicking Calls.
  2. Click the Call History tab.
  3. Click the Call icon for the person you want to call back to start the call.Call from Call History

    To call someone in your organization at a phone number that is not their primary contact number, select More options and select a phone number you want to call.Open the mini-card and select a number

  4. To end the call, click the End Call button.End Call button

Call a person or company outside your organization that someone  has made a contact. 

  1. To open the Calls panel, click Calls.
  2. Click the Dialpad. DTMF dialpad
  3. Start typing the name of the external contact you want to call into the Enter Names and Numbers box. 

    Note: Use the full phone number. PureCloud does not support extension-only numbers.

  4. Select the contact from the suggestions displayed.
    External contacts have a hexagonal profile icon.External contact icon
  5. To start the call, click the Call button.Call button
  6. To end the call, click the End Call button.End Call button

If a group has a group phone number, you can call the group number and contact a group member. When you call a group, PureCloud alerts 15 random members at a time until someone answers, the call times-out, or it has alerted all members. Once you connect with a member, a direct message chat room with that person opens in the Calls panel. The chat room also appears in the chat panel.

To call a group, select the group number in the group’s profile or select the calls icon in the group’s profile, from search suggestions, or from the Directory.Call group from group profile

You can also dial the group’s number from the dialpad or from a phone not connected to PureCloud.

Note: Use the full phone number. PureCloud does not support extension-only numbers.