Manage multiple lines and calls

The calling dock (also known as the multi-call window) is designed for users who make and answer a lot of calls or manage multiple lines or shared lines. From the multi-call window, you can make and answer calls, get a quick view of your line status, and easily access common calling features, such as mute, hold, share, conference, park, barge, transfer, and record.

This feature is currently only available for Windows.

Open the calling dock

1. In the app header, click your profile picture or initials.
2. Select Settings > Calling > Calling dock.
3. To open, choose one or both of the available options to turn on the calling dock:
   
   • Check Turn on Calling dock.
   • To use a keyboard shortcut, check the Use Ctrl + Shift + X to toggle Calling dock on or off check box.

4. Here is where you can also modify the window settings and incoming call preferences related to your calling dock.
5. When finished making your changes, select Save.

Tip: Pin the calling dock. When you have the calling dock open, you can pin it to the side of your computer’s desktop window. Drag the calling dock to the edge of your screen until the screen becomes smaller. While the window is docked, you can hover over the icon to review the calling dock or click the icon to open the calling dock.

Connect to a device

1. From your calling dock, click Connect to a device.
2. Search for a device or choose from the recent device list.

Make a call

When you make a phone call, the call goes through your primary line, by default. If you have multiple lines, you can choose which line to use for certain calls. 

1. From the bottom of the calling dock, select the drop-down arrow and choose the line you want to use for your call.
2. Choose one of the following options:
   
   • From the Search field at the top of your window, enter the name or number of the person you want to call.
   • From the dial pad at the top of your window, enter the number of the person you want to call.

Share your screen or application

When you're on a phone call with someone, you can share your whole screen or just certain applications. That way, people can see what's being talked about. Webex App suppresses notifications for incoming messages or calls when you're sharing your screen or application.

To share while on a phone call in your calling doc, from the line you're using, select the More icon and then select Share.

Make a conference call

When you’re on a phone call, you can pull someone else into the conversation without having to schedule a meeting. Webex App is video capable, so you can share your video when you initiate the conference call with someone who's also using Webex.

1. In your calling dock, from the line you're using, select More and then click Conference.
2. Enter a number or a name and then choose whether you want to make it an Audio or Video call.
3. Select Merge to join the two phone calls.

Park and retrieve a call

If you're in a call park group, you can park an active call. When you do, the call is assigned a specific parked number. You can use this number to retrieve the call from another device, or share it with a team member so they can retrieve the call from their device.

Call park must be assigned by your administrator.

1. In your calling dock, from the line you're using, select More and then select the Group Park. The call is put on hold and the extension of the parked call displays.

If you accidentally parked a call and you want to retrieve it yourself, select the green Retrieve button at the bottom of your call window. Your call window is only available for 10 seconds.

2. Share the extension with the person who needs to retrieve the call and they can select the Retrieve call option from their app footer and enter the extension.

If you park a call and it isn't retrieved within a certain amount of time, the call gets returned to you.

Transfer a call

During an active call, you can transfer the call to someone else and, if you choose, inform them of the reason for the transfer.

1. In your calling dock, from the line you're using, select the Transfer/forward icon.
2. Enter the name or number of the person you want to transfer the call to, and then select one of the following options:
   
   • Transfer now (blind transfer) - Instantly transfer the call without any further interaction.
   • Consult first (attended transfer) - Speak with the recipient before finalizing the transfer by selecting Transfer now.

Record a call

The level of control you have over call recordings is determined by your administrator. Depending on your configuration, calls may be recorded automatically, or you may have the option to choose which calls to record. 

1. In your calling dock, from the line you're using, select Start recording.
2. A visual indicator notifies you when a call is being recorded.
3. Depending on your configuration, you can pause/resume recording from the active call window by selecting Record.

Check and change call queue status

When your administrator makes you a member of a call queue, you can check and change your call queue status in the calling dock.

1. On the top of your calling dock, select the status next to your name.
2. Under Agent status, use the drop-down menu to choose the status for your call queue:
   
   • Available - You're ready to receive calls.
   • Unavailable - You're not available to receive calls.
   • Wrapping up - You're near the end of your shift but you can still receive calls.