Mobile Call Controls

The Waveline active-call screen gives you the controls needed to manage a connected call from the mobile app. You can choose where audio plays, mute yourself, place the caller on hold, transfer the call, enter keypad digits, control recording, minimize the call, or end it.

GUIDED WALKTHROUGH

Mobile call controls

STEP 01 / 10

Your active-call screen

Manage your conversation from the active-call screen. See who you’re speaking with, which inbox the call belongs to, and the controls available during the call.

Before you begin

• Install the Waveline mobile app and sign in.
• Allow microphone and notification access.
• Confirm that you have a personal inbox or participate in the shared inboxes whose calls you should receive.

Where to find the controls

The active-call screen opens after you place or answer a call in the Waveline mobile app. If you minimize the call, select the green active-call bar at the top of the app to return.

Tour the active-call screen

The active-call screen can show:

• The caller or contact name.
• The phone number when available.
• An inbox badge beneath the call status when the call is handled through another inbox. Your own personal line does not show this badge.
• Whether the call is connecting, connected, or on hold, along with its duration.
• Recording and connection-warning controls at the top.
• Audio, Hold, Mute, Transfer, End, and Keypad controls at the bottom.

Choose where call audio plays

Select the audio control to switch between Phone and Speaker. When a Bluetooth device is connected, selecting it opens a menu of the available devices:

• Phone uses the phone's earpiece.
• Speaker plays the call through the phone's speaker.
• Bluetooth uses a connected Bluetooth device.

On some devices, selecting the audio control opens the phone's native audio menu. Options appear only while the corresponding audio device is available.

Use Mute, Keypad, and End

Mute

Select Mute to stop the other person from hearing your microphone. Select Unmute to restore it.

Keypad

Select Keypad to open the keypad at the bottom of the screen. Enter digits to send tones for extensions, phone menus, conference codes, or other automated systems. Select Close or swipe the keypad down to return to your call controls.

End

Select End to disconnect the active call. Wait for Waveline to close the active-call screen before starting another calling action.

Use Hold, Transfer, and Bridge

• Hold pauses the conversation and changes to Resume.
• Transfer opens a list of teammates and shared inboxes. Choose one, then choose Blind transfer or Consult first.
• Bridge replaces Transfer while you have two calls. It can be used only during a consult-first transfer, once the consultation call is connected.

See Transfers and Hold for the complete workflows.

Answer and switch between concurrent calls

When Allow Concurrent Calls is enabled under Settings → Preferences, another eligible call can ring while you are already on a call. Answering it places the current conversation on hold.

Held conversations appear above the call controls with a Swap action. Select Swap to place the current conversation on hold and return to the other caller. Only one conversation is active for you at a time; the other remains on hold until you switch back or end one of the calls.

Control call recording

• Record starts or resumes recording for the current external call.
• Recording indicates that recording is active. Select it to pause recording.
• Internal calls do not show the recording control.
• Using the control during a call does not change the inbox's automatic recording settings.

Review Call Recording before using this control, including the guidance for recording notice, consent, and sensitive information.

Minimize and return to a call

1. Select the upward chevron (Minimize call) at the top of the active-call screen.
2. Continue using other areas of the Waveline app.
3. Select the green active-call bar to return.

Minimizing does not place the caller on hold or end the call.

Move a call to your cell phone

When Waveline detects an internet connection that may affect call quality, it displays a warning on the active-call screen. Open the warning to see more information and use Move to Cell when it is offered.

Move to Cell also requires the active call's source inbox to have an active Waveline number. It is unavailable for calls from a numberless inbox.

1. Select the connection warning.
2. Select Move to Cell.
3. Wait for your verified personal cell phone to ring.
4. Answer the cellular call.
5. Wait for Waveline to reconnect you with the other person.

Do not end the original call while the move is processing. Your personal phone number remains hidden from the other person.

See Call Quality for additional connection guidance.

After the call

After you select End, Waveline closes the active-call screen and adds the completed call to Call History. Its details can show the call direction, duration, outcome, handling inbox, and call timeline.

Recordings, transcriptions, and generated call information may take a short time to finish processing. When follow-up is needed, you can call or message the customer from the call details.

Best practices

• Confirm the selected audio device after the call connects.
• Use Mute when you briefly do not want the other person to hear you. Use Hold when the caller should wait for a longer period.
• Tell the caller before placing them on hold or transferring them.
• Follow your organization's recording and disclosure requirements.
• Use Move to Cell if a weak internet connection threatens the conversation.

Troubleshooting

Related pages

• Making calls
• Receiving calls
• Transfers and hold
• Call recording
• Direct to Cell
• Microphone permissions
• Call quality
• Call history