NEXT - Calls

This article explains how to use the Calls section in NEXT. The Calls screen gives you a complete view of your call activity, including missed calls, and voicemails, and allows you to search contacts and dial directly. It is intended for all users.

• Your NEXT account must be active and login credentials received.

• A phone number must be assigned to your account by an administrator before you can make or receive calls.

• To use the dialer, at least one device must be configured in the Calls settings.

Click Calls in the left navigation panel to open the Calls screen. It is organized into two panels:

• Left panel — Search and dial bar, recent searches, and device settings.

• Right panel — Your call list, filtered using the All Calls dropdown at the top.

The search and dial bar at the top of the left panel allows you to find a contact or enter a number to call directly.

1. Click the Search contacts or... field in the left panel.

2. Type a contact name or phone number. Matching results appear as you type.

3. Select a contact from the results or enter a full number to dial.

The call list in the right panel displays your call activity. Use the All Calls dropdown at the top of the right panel to filter your view:

• All Calls — Displays your complete call history.

• Missed Calls — Displays only calls you did not answer.

• Voicemails — Displays voicemail messages left by callers, including a transcript preview of the message where available.

When you have no call history yet, the right panel displays No Calls Yet, with a note that your call history will appear once you make or receive your first call.

Select any entry in the call list to open its detail panel on the right side of the screen. Depending on the type of entry, this panel may show a NextIQ summary, voicemail recording and transcript, or call transcript.

Select the three dot menu in the top-right corner of the detail panel to:

• View Contact Details — opens the contact's full profile.

• Go to conversation — navigates to the associated conversation thread.

You can make a call from the Calls screen, the Inbox, or the top navigation bar. When initiating a call from the Calls screen or the Inbox, a Call modal appears before the call is placed.

Important:
If you reject an incoming call offer from a Team Inbox, you will not receive a new call offer from that inbox for 1 minute.

From the Calls screen or Inbox:

1. Click a contact in the call list or click Call in the contact panel. The Call [contact name] modal opens.

2. Click the From dropdown to select the outbound number you want to call from.

3. Confirm the number in the To field. You can edit this if needed.

4. Click Call to place the call.

NOTE: To close the modal without placing a call, click Cancel or the × icon.

From the top navigation bar:

1. Click the Calls icon in the top navigation bar. The dialer popover opens.

2. Click the My Number dropdown to select the outbound number.

3. Type a contact name or phone number in the Enter name or number field, or use the dialpad to enter a number manually.

4. Click the Call button to place the call.

NOTE: The Recents tab in the dialer popover shows your recent call history for quick redial. The Voicemails tab provides quick access to your voicemail messages.

Once a call connects, a call bar appears with the following controls:

• Expand — pop the call bar out to keep it visible while you work in other areas of NEXT.

• Hold — pause the call for both parties.

• Mute — mute your microphone.

• Dialpad — open a keypad to enter numbers or extensions during the call (for example, to navigate an automated menu).

• Record — start or stop recording the call.

• ⋯ More options — opens a menu with the following actions:

  • Add call — bring another contact into the call.

  • Warm transfer — speak with the transfer recipient before connecting them to the caller.

  • Cold transfer — transfer the call directly to another recipient without speaking to them first.

  • Send to voicemail — end the call and route it to voicemail.

• Call timer — shows the current call duration.

• Hang up — end the call.

Before making or receiving calls, configure your audio devices in the Calls settings panel.

1. Scroll to the Settings section at the bottom of the left panel.

2. Click the first Select a device dropdown to choose your microphone.

3. Click the second Select a device dropdown to choose your speaker.