Open the Dialler
Click Phones
The Dialler will pop out
Paste or type any number to call
✅ The dialler includes pre-loaded country codes (default is UK). If you switch to another country (e.g. United States), it will stay selected until you change it again (or dial a different country code).
Auto-dial settings (optional)
Inside the dialler settings, you can toggle Auto Dial:
Auto Dial ON: clicking a number (e.g. via the extension) will immediately start the call
Auto Dial OFF: clicking a number will only populate the dialler — you choose when to press call
Answering inbound calls
When someone calls you:
The dialler will pop up automatically
You’ll hear a ringtone (if sound is enabled)
Click Answer to pick up
Once on the call, you’ll see call controls such as:
Mute
Transfer
Transfer a live call from the desktop app
While on a call, click Transfer
Choose how you want to transfer it:
Blind transfer (send the call straight to a teammate)
Assisted transfer (call your teammate first to explain the context, then transfer)
✅ Assisted transfer is useful when you want to brief a colleague before connecting them to the caller.
Transfer an inbound call from the CS mobile app
The steps below apply only if you are using the CS mobile app and receive an inbound call which you then want to trasnfer.
Press Transfer while on a live call, which takes you to the contacts list
You might need to press the "back" arrow at the top to get to the full list
Once there you will see all your teammates
Click on the right one and then the green call button to finish the transfer
