Phone basics
Making Calls
Place outbound calls from Waveline using a personal work number or shared inbox number so recipients see the correct business caller ID and call history stays with the right inbox.
Before you begin
- You need access to at least one personal or shared inbox with an active phone number.
- Your browser or mobile app needs microphone permission.
- Choose the correct outbound inbox before calling so the right work number appears to the recipient.
Where to find it
Use the phone dialer in the web or mobile app. Mobile includes a Dial tab that lets you choose an outgoing inbox or number before placing the call.
Step-by-step
- Open the dialer or choose Call from a contact, conversation, or call detail.
- Select the personal work inbox, shared inbox, or number that should place the call.
- Enter a valid phone number or choose a saved contact.
- Start the call and wait for the active-call screen to connect.
- Use mute, hold, keypad, recording, or transfer controls as needed during the call.
- End the call from Waveline so the call log closes cleanly.
What happens next
- The call is logged with direction, number, duration, status, and associated inbox details.
- If recording is enabled for the inbox or call, the recording callback can attach the file after the call completes.
- Analytics updates after the call data is processed.
Best practices
- Use contacts for repeat callers, clients, vendors, and coworkers so names appear in calls and messages.
- Call from a personal inbox when the relationship belongs to one team member, or from a shared inbox when it belongs to a team queue.
- Test outbound caller ID before launching a new number with business contacts.
Troubleshooting
- If the Call button is disabled, check permissions, selected inbox, and whether the inbox has a usable phone number.
- If audio is missing, check microphone permissions and audio device selection.
- If recipients report spam labels, review caller ID, registration, and calling patterns.