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 place and answer calls, then manage an active call using mute, hold, transfer, keypad, audio, and conference options.

Make an outbound call

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

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

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

Answer an inbound call

Incoming calls appear as a notification in the Sync app. You can answer or decline the call directly from the notification.

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

If you are already on a call, answering a second incoming call places your current call on hold while you take the new call.

Active call controls

Active call controls let you manage a live conversation without disconnecting the call. Available controls may include mute, hold, transfer, add a call, keypad, audio settings, and end call.

Mute a call

Use Mute to temporarily turn off your microphone while staying connected to the call. While muted, the other participant cannot hear you.

1. Click Mute to disable your microphone.
2. Click Unmute to resume speaking.

Place a call on hold

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.

Sync may also place a call on hold automatically when you handle multiple calls. For example, answering a second incoming call or starting a transfer places the current call on hold while you complete the next action.

1. Click Hold to place the active call on hold.
2. Click Resume to return to the call.

Transfer a call

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

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

1. Click Transfer.
2. Choose the transfer type.
3. Select a contact, enter an extension, or enter an external number.
4. Complete the transfer using the available on-screen option.

Add a call and create a 3-way conference

Use Add a call to start a second call while keeping the original call connected. The first call is placed on hold until the second call is connected.

1. Click Add a call.
2. Select a contact, enter an extension, or enter an external number.
3. Wait for the second call to connect.
4. Click Merge to join both calls into a 3-way conference.

Use the keypad

Use the Keypad to enter numbers during an active call. The keypad is commonly used to navigate automated phone menus, enter PINs, or dial extensions after a call connects.

1. Click Keypad during the active call.
2. Enter the required numbers.

Manage audio controls

Audio controls let you change your microphone, speaker, or headset during a call. These controls are useful if you need to switch from a headset to computer audio, change microphones, or troubleshoot audio during a live conversation.

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

End a call

Click End call to disconnect the active call.