Continue an Active Call on Cloud Voice App for Dynamics 365

Call Switch lets you move a call that is already connected on one of your devices over to the Cloud Voice App for Dynamics 365. The person on the other end stays on the line the whole time, so you can pick up the conversation in Dynamics 365 without a break.

When you would use this

A common case: you answer a call on your desk phone or mobile, then want to keep talking from your computer so you can see the contact’s record and log call notes in Dynamics 365. Call Switch hands the live call to your computer without hanging up.

Before you start

• The plugin must be running in Dynamics 365 mode.

  

  Note

  “Dynamics 365 mode” is the setting that ties the Cloud Voice App to your Dynamics 365 records. You set it when you configure the plugin. If the mode selector shows anything else, switch it to Dynamics 365 before you continue.

• Your extension must be registered on at least two devices. An extension is your personal line on the phone system; registering it on more than one device (for example, a desk phone plus the app on your computer) is what gives Call Switch somewhere to move the call to.

• You must have a call in progress on one of your other devices. If no call is active, there is nothing for Call Switch to pull in.

Switch the call to Dynamics 365

1. At the top of the Cloud Voice App for Dynamics 365, select Click here to start call switch.

   The call currently active on your other device appears.

   Note

   If nothing appears here, confirm the call is still connected on the other device and that the device is registered to the same extension as the app.

   

2. Select the call.

Caution

Switching moves the live audio off the original device and onto the computer running the app. Make sure your headset (or microphone and speakers) is connected and working before you switch, otherwise the caller will not be able to hear you once the call arrives.

The call moves from your original device to the Cloud Voice App for Dynamics 365, and you continue talking from there. The original device is released and drops out of the call automatically.