Phone and softphone

Dialstitch calls happen in your browser. There's nothing to install. Open Phone in the sidebar and allow microphone access when your browser asks.

Make a call

1. 1

   Pick a caller ID

   Choose the number to call from in Call from. Dialstitch remembers your last choice.

2. 2

   Enter the number

   Type it or use the keypad. Recent, Contacts and Voicemail under the dialpad help you find people.

3. 3

   Call

   Select Call. The in-call dock opens at the bottom of the screen.

• Call from lists the numbers assigned to you, team numbers and shared numbers you can use.
• You can call US and Canadian numbers. N11 numbers and 900 premium numbers are blocked.
• Numbers on your do-not-call list can't be dialed.
• 911 and 933 always go through, even without a caller ID. See E911.

Your status

Set your status from the menu in the header: Available, Break or Offline. You can add a reason, such as Lunch or End of shift. Calls from call queues only ring you when you're Available.

Dialstitch sets Busy during a call and Wrap-up after a queue call. Wrap-up counts down. Select Done wrapping up to finish early.

Answer a call

Incoming calls ring in the browser. Answer or decline from the Live call panel on the right. Turn on push notifications so you hear about calls when Dialstitch isn't in front of you.

During a call

The in-call dock has:

• Mute and Hold.
• Keypad, to press keys in a phone menu.
• Park, to put the call in a park slot for someone else to pick up.
• Transfer, to send the call to someone else.
• Add caller, to bring someone else into the call.
• End.

A Recording indicator shows that calls are recorded automatically. The Live call panel shows the transcript, your notes and any playbook as you talk.

Transfer a call

1. 1

   Open Transfer

   Select Transfer in the dock. Pick a person on the People tab, a ring group on Ring groups, or type a phone number on Number.

2. 2

   Transfer now or talk first

   Transfer now sends the call straight over. Talk first puts the caller on hold while you speak to the person.

3. 3

   Finish a warm transfer

   After talking, select Complete transfer to hand the call over, or Back to caller to return.

• Talk first isn't available for ring groups.
• You can't transfer to someone on Do Not Disturb. If they forward their calls, the transfer goes to their forwarding number.

Conference calls

Select Add caller, pick a person or enter a number, and select Add to call. Each person in the call has a Drop button. Leave takes you out and keeps the others connected. End for all hangs up on everyone. Ring groups can't be added to a call.

Call park

Park a call so anyone on your team can pick it up from their own phone.

1. 1

   Park

   Select Park in the dock. The call takes the lowest free slot and you see which one, such as slot 3.

2. 2

   Pick up

   Anyone can open the yellow Parked pill at the bottom left and select Pick up, or dial *7 and the slot number, such as *73.

• There are 10 park slots.
• If nobody picks up, the call rings back to whoever parked it, then goes to voicemail. Admins set the wait under Admin > Call Park > Ring back after (seconds): 30 to 1,800 seconds, 180 by default.