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Receiving calls on the desktop app

Answer, decline, and understand what happens to the caller if you decline an incoming call.

When a call comes in, the Cradle desktop app shows the caller's name (if it has them from your CRM), their number, and an answer / decline pair of buttons.

The desktop app needs to be running to receive calls. If you've quit it, no calls will ring through to your computer.

Before you start

Answering a call

  1. When the incoming-call screen appears, click the green Answer button.
  2. The call connects and you're on the in-call screen.

Some Jabra headsets let you answer by pressing a button on the headset itself, or by lifting the headset off its cradle. See Setting up your Jabra headset for the supported devices.

Declining a call

The button next to Answer is dynamic, it tells you what'll happen when you click it:

  • "Leave for someone else" (amber) appears when the call is going to a group and another teammate could still answer. Clicking hands the call off to them faster than waiting out the ring.
  • "Send to voicemail" (red) appears when the call is a direct dial to you (your DDI) or a team call where no one else is in a position to pick it up. Clicking sends the caller straight to voicemail.

Either way, clicking takes you off the ring immediately.

What you'll see on an inbound call

Inbound calls show context Cradle has pulled together from your CRM integrations:

  • The caller's name, when your CRM has them on record.
  • Which Cradle number they dialled, so you can answer appropriately for the right team.
  • The last person in your organisation who tried to or did contact this caller. After you've answered, click their name to open the transfer dialogue and hand the call to them.
  • The contact owner from your CRM, shown in the same way, when the integration supports it. Click after answering to transfer.

If it doesn't work

  • The app didn't ring. Check your presence first. If you're set to Busy, calls won't ring through, see How does presence work?. If you also have the Cradle mobile app installed and your phone is in Do Not Disturb, that can decline the call before your desktop ever rings.
  • The call rang someone else, not you. Your admin sets up routing in the admin portal. Ask them how your number or group is routed.
  • You quit the app and missed calls. The desktop app needs to be running. Set Cradle to launch at login from your operating system's startup settings.

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