Call Management

This section covers the core operational flows for handling calls inside Uniconnect Edge: inbound, outbound, consult (new call during active session), transfers, conferencing and wrap‑up behavior.

Inbound Calls

1. Incoming notification displays caller name/number and rings via selected audio device.
2. Agent clicks Answer (or auto‑answer activates if enabled).
3. Active call view shows controls: Mute, Hold, Transfer, Merge, Keypad (DTMF), Notes.
4. End call with End Call; if wrap-up workflow is configured a summary/disposition panel appears.

In-Call Actions

• Mute / Unmute microphone
• Place on hold & resume
• Blind or attended transfer
• Start a conference (add or merge)
• Open keypad for IVR / secure DTMF entry
• Add internal notes (if CRM link enabled)

Outbound Calls

1. Open the Dial Pad or select from Recents / Contacts.
2. Enter destination number or pick a contact.
3. Click Call; status transitions Dialing → In Call when connected.
4. Use standard in‑call controls; finish with End Call.

New Consult Call (Parallel Call)

Used to speak with a third party before completing a transfer or forming a conference.

1. While on an active call, open the dial pad again and place a second call (original call auto‑holds).
2. Toggle between the two calls as needed.
3. Either transfer the original caller, merge to conference, or end one leg independently.

Blind Transfer

Directly redirect a live call without consultation.

1. Click Transfer.
2. Enter extension / number.
3. Confirm transfer; agent disconnects immediately.

Attended (Consult) Transfer

1. During the active call, initiate a New Call to target recipient.
2. Provide context; confirm availability.
3. Complete the transfer (original and consulted leg connect, you disconnect) or merge all parties.

Conference Call

Two methods:

1. Add Participant: From active call choose conference/add, dial participant, auto‑merge on answer.
2. Merge Two Calls: Have two active legs (one on hold), select Merge to form a multi‑party session.

Participant Awareness

Future enhancement placeholder: display roles (active / on-hold / pending) (TODO).

Auto Answer

Optional feature for rapid contact center workflows:

• Enable in Settings → Call Settings.
• Auto answers after a brief delay with audio routed to default device.

Multi-Account Handling

If the agent profile has multiple accounts/tenants, a selector (planned) will allow switching context for outbound identification and logging (TODO details).

Keyboard Shortcuts (Planned)

Action	Shortcut (Draft)
Answer	Ctrl + Shift + A
Mute / Unmute	Ctrl + Shift + M
Hold / Resume	Ctrl + Shift + H
New Call	Ctrl + Shift + N
Transfer Dialog	Ctrl + Shift + T
Merge	Ctrl + Shift + G

Some features marked TODO reflect roadmap items migrated from the legacy manual.