Desktop app
During a call on the desktop app
An index of everything you can do once you're on a call, controls, transfers, conferencing, and recording.
Once you're on a call, the in-call screen has the controls you need to put the call on hold, mute yourself, transfer it, bring someone else in, or record it. Each is covered in its own article.
Controls during a call
- In-call controls, hold, mute, and the dial pad
- Transferring calls, overview, explains blind, cold, and warm transfer
- Conference calls
- Adding someone to a call
- How to control call recording on my computer
Notes on a call
If your organisation has call notes, the call screen has a notes box. Type as you talk; you can keep writing during wrap-up after the call ends.
- The note saves to the call record. Open the call in the call log afterwards and it's on the Notes tab, on any computer.
- A teammate's note shows under their name. You can't edit someone else's note.
- A note can be up to 5,000 characters.
Call notes are switched on per organisation. If you don't see the notes box and would like it, ask Cradle support.
Logging the call's time to XPM
If your firm uses XPM with timesheet logging on, a call from someone Cradle matched to an XPM contact shows a Time control under the caller's name. Use it to choose which client the call's time is logged against, or pick No time.
You can change your choice during the call and in wrap-up. Once the call has ended and wrap-up is over, it's fixed. See XPM integration FAQs for the detail.
Calling a teammate
While you're on a call with a teammate, their presence shows under their name, with the time and reason if they set one. Handy when you're about to ask them to take a transfer.
Tips
- End the call. Click the large red button on the in-call screen. One press ends the call once it has been connected for just over half a second. That short pause is there so a double-click on Answer doesn't hang up on your caller.
- Hold straight away. You can put a caller on hold as soon as the call connects.
- Taking a caller off hold. If you take a caller off hold very quickly after holding them, it either works or Cradle tells you "Couldn't take the caller off hold" and keeps the caller on hold, so you can try again.