Manage live business calls in the Sync desktop or browser app using built-in call controls for routing, audio, and participant handling. This article explains how to make and answer calls, then use the available controls during an active conversation.

Make a call (outbound call)

You can place a call in the Sync desktop or browser app using the dialer, your contact list, or your recent activity.

1. Select the dialer from the right-side panel.
2. Enter a phone number or extension, or search for a contact.
3. Select Call to initiate the call.

You can also start a call directly from the Contacts or Calls tabs by selecting a contact or number.

Answer a call (inbound call)

When you receive an incoming call, a notification appears in the Sync app with options to manage the call.

1. Select Answer to accept the call.
2. Select Decline to reject the call.

If you are already on a call, you can answer the incoming call and place the current call on hold.

Active call controls

Active call controls allow you to manage a live call without ending it, including placing callers on hold, transferring calls, adjusting audio settings, and adding participants.

Mute a call

Use Mute to temporarily disable your microphone while remaining on the call. While muted, the other participant cannot hear you.

Select Mute to disable your microphone during the call.

Select Unmute to resume speaking.

Hold a call

Use Hold to pause the conversation while you consult internally, answer another call, or prepare a transfer. While the call is on hold, the other participant cannot hear you.

Hold may also be applied automatically when handling multiple calls. For example, if you answer a second incoming call or initiate a transfer, the current call is placed on hold while you complete the action.

Select Hold to place the active call on hold.

Select Resume to continue the call.

Transfer a call

You can transfer an active call to another Team Member, extension, or external number.

• Immediate transfer: Sends the call without speaking to the recipient first.
• Announced transfer: Places the current call on hold while you speak with the recipient before completing the transfer.

Select Transfer, choose the transfer type, then select a contact or enter a number.

Add a call (merge to a 3-way conference)

When you add a second call, the current call is placed on hold.

Select Add a call to start a second call while placing the current call on hold.

Once the second call is connected, merge both calls to create a 3-way conference.

Use the keypad

Select Keypad to enter numbers during a call. This is commonly used to navigate automated menus or enter extension numbers.

Audio controls

You can manage your audio devices during a call, including switching between available input and output devices. This is useful if you need to move from a headset to your computer speakers, or switch microphones mid-call.

• Select your preferred microphone.
• Select your preferred speaker or headset.

End a call

Select End call to disconnect the active call.