Continue an Active Call on the Cloud Voice App

Call Switch lets you pick up a call that is already running on one device and continue it on the Cloud Voice App, with no break in the conversation. Say you are on a customer call at your desk phone and something pulls you away, you can pass the call to your phone and keep talking as you walk.

What Call Switch does

Call Switch moves a live call from one device to another. Both devices sign in with the same extension (the internal user identity, or “line”, that rings when someone calls you), so the phone system already knows the two devices belong to you and can hand the call between them.

Before you begin

Confirm the following before you try to switch a call:

• Your app is on a supported version:
  • iOS: 4.9.5 or later
  • Android: 4.9.6 or later
• Your extension is registered (signed in) on at least two devices, for example your desk phone and the Cloud Voice App.
• A call is currently active on one of your other devices.

Version and multi-device requirements are strict

If the app is older than the version listed above, the Call Switch prompt will not appear. The same is true if your extension is signed in on only one device: with nothing else registered, there is no other call for the app to pull across. Update the app and confirm the extension is signed in on both devices before you rely on this in front of a customer.

Move the call to your phone

1. Open the Cloud Voice App. At the top of the screen, tap Touch here to start call switch. The call currently active on your other device appears.
2. Tap that call.

Tip

The Touch here to start call switch prompt only shows up while one of your other devices has a call in progress. If you do not see it, check that the original call is still connected and that the app has finished signing in.

The conversation moves off the original device and onto the Cloud Voice App, and you can carry on talking without interruption.

The call leaves the original device

Once you tap the call, the leg on the original device (for example your desk phone) hangs up and the audio follows you to the Cloud Voice App. This is a move, not a shared line, so the call no longer exists on the first device. To send it back, run Call Switch again from that device.