Q: When receiving an inbound call, can I tell if it’s a direct call or a queue call?
A: Yes, if the call is from a queue, this will be indicated in both the softphone and mobile app when the call comes in. (📑More on Queue Management)
Q: Are conference bridges available in o1?
A: Agents can create conference calls for up to 3 people from an active call using the softphone or mobile app features.
Q: If I have more than one number assigned to my account, can I choose which number to present as my outbound caller ID?
A: Yes, if multiple numbers are assigned to your account. You can change your outbound caller ID by using the drop-down menu at the top of the softphone to choose the desired number.
Q: Can I hide my number so that it shows as hidden when calling?
A: This feature is not currently available. You must select one of your assigned numbers as your outbound identity.
Q: Does o1 support Dial-by-Name or Dial-by-Extension?
A: These features are not yet available in o1. However, Dial-by-Name is on our roadmap for future updates.
Q: Can I transfer calls in o1?
A: Yes, both assisted and blind transfers are available within the softphone.
When using assisted transfer, the party receiving the call will see their colleagues’ details on the softphone rather than the initial caller. A blind transfer will show the details of the original caller.
Q: How can I set myself as offline to stop receiving calls?
A: Change your status within the softphone or mobile app:
- Open the CloudCall o1 softphone or mobile app.
- Click on the 'More' option in the bottom-right corner.
- At the top of the screen, select the dropdown next to your current status.
- Choose from Available, Busy, or Offline to update your status.
Your new status will apply instantly, ensuring calls are routed according to your selection.
Q: Can I still click-to-call on a hyperlinked number?
A: Yes, but now you need to hover over the number. You will see both phone and message icons—click the relevant icon to either call or send an SMS. If the number is from a synced contact, their name will appear when you hover.
Q: Why can’t I click to call on any number I see on a website?
A: With CloudCall o1 for Chrome, only numbers tagged as ‘Tel’ fields will hyperlink. If the number does not hyperlink, copy and paste it into your softphone to make the call.
Q: What should I do if I have the CloudCall o1 mobile app installed but am not receiving calls?
A: Ensure the mobile app is open and running in the background on your phone.
Q: Can I add off-platform numbers for use as outbound caller IDs?
A: Yes, you can. Numbers can be added either as private (used by one agent) or public (available for all agents as an outbound caller ID). If you wish to add an off-platform number, you will need to complete a CLI Authorisation Form.
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