Nextiva NEXT - Calling

Accessing the Calling area

Within the Calling area of NEXT, you can make phone calls or host conference calls with coworkers or customers.

There are several ways to make calls within the NEXT application, with the Phone icon in the upper right corner of the navigation bar being the most common.

1. Log into NEXT via demo.dev.nextiva.io.

   • Your log in information was emailed to you from no-reply@nextiva.com. This email is triggered when a user is created in NEXT.

2. From anywhere in the application, select the Phone icon in the top navigation bar.

    
   

3. A dial pad will appear.

Making a Call

1. From anywhere in the application, select the Phone icon in the top navigation bar.

    
   

2. A dial pad will appear.

   • If you would like to change the phone number you are calling from, select the gray drop down arrow next to the phone number at the top of the dial pad. If you have more than one phone number assigned to you (like a personal phone number and a company phone number) you can select which one you would like to make a call with.

      
     

3. Enter the number you wish to call or the name of your contact (if the contact is saved).

1. Select one of the blue call buttons or select Return/Enter on your keyboard to make the call.

2. Once the call starts to connect, you will see Connecting… next to the end call button.

    
   

3. As it begins to ring, it will show you that it is recording, and you will hear ringing before the other party picks up, or before it goes to voicemail.

    
   

Reconnect your calling line (self-service reset)

If you experience issues when placing a call, such as the call not connecting, audio not working, or the dialer freezing, you can use the Reconnect line option in the softphone to reset your line. This allows you to recover without needing to contact Nextiva Support.

To reconnect your line:

1. From anywhere in NEXT, select the Phone icon in the top navigation bar.

2. In the dial pad that appears, look for Issues calling? at the bottom of the panel.

3. Select Reconnect line.

4. Wait for a confirmation message that your line has been reconnected.

5. Try placing your call again.

    
   

Active Call actions

Once you are on an active call, there are a few different actions you can take.

Name of button/action	Image	Definition
Hold		To place a call on hold, select the Hold icon. The call will be paused until you select Resume.
Mute		To mute your microphone during a call, select the Mute icon. This allows you to hear the other party without them hearing you.
Keypad		Select the Keypad icon to enter numbers during a call, which is useful for navigating automated menus or for entering extensions.
Record		If recording is turned on in your My settings area, you can record calls made within My Inbox. The recording will start automatically if that setting is enabled. If the button is red, the call is being recorded. Select the button to make it turn gray to stop recording.
More options		Select the More options ellipses menu to access additional options: Transfer a call, Add Call, Send to my voicemail.
More options > Transfer a call		You can transfer an active call using a Warm or Blind transfer to get the caller in touch with someone else.
More options > Transfer a call > Warm Transfer		Use a warm transfer to speak with the recipient before transferring the call. The active call will be placed on hold.
More options > Transfer a call > Blind Transfer		Use a blind transfer to transfer the call directly to another contact without speaking to them first.
More options > Add call		Add additional people to your existing call using the Add Call button. There are currently no limitations to the number of participants you can have on a conference call.
More options > Send to my Voicemail		Send the current caller directly to your voicemail so they can leave a message. You can do this during an active call. Any voicemails will be accessible to you within NEXT, and a copy of the voicemail and transcript will be sent to your email address.
End call		Select the End call button to disconnect the call. The call will be logged in your call history for future reference.

How Call Recording Works When You Stop and Resume Recording

If you stop and restart recording during a call using the Record button, the system saves everything as a single file, not separate files for each recorded segment.

Understanding the recording duration

The duration shown in Call recordings & transcriptions reflects only the time recording was actively running. Any time between stopping and restarting is excluded.

Example

The file duration will show 30 seconds — the 10-second gap is not included.

What the recording sounds like

Playback is continuous with no gaps or silence. The audio picks up directly from where recording restarted.

Transferring Calls to Another Agent

Agents can now transfer calls to another agent even when the current call involves an internal user. Both warm transfers and blind transfers are supported.

When an agent is already on a call, the transfer buttons remain available in the active call controls. Selecting a transfer option will open the standard transfer window where the agent can search for the user or number they want to transfer the call to.

Supported Transfer Types

• Warm transfer to another agent

• Blind transfer to another agent

• Warm transfer to an external number

• Blind transfer to an external number

Important:

• Calls cannot be transferred to a Shared Inbox at this time.

• Shared Inbox to Shared Inbox transfers are not supported.

How to Transfer to Another Agent

1. While on an active call, open the call control menu.

2. Select Warm transfer or Blind transfer.

3. Search for the agent you want to transfer the call to.

4. Select the agent and complete the transfer.

The call will be redirected based on the option selected.

Note:

• No supervisor permissions are required to use this feature.

• Transfers behave the same whether the originating call is internal or external.

• Calls that originate from a queue can be transferred to another agent unless limited by workflow-specific routing rules.

Post-Call Survey

After a call ends, you may see a brief post-call survey appear in the application. This survey helps improve call quality and provides feedback on your experience.

The survey runs automatically for 10% percentage of your calls. When it appears, follow the on-screen instructions to complete it.

How the survey works

• If prompted, rate the call quality using the options displayed.

• If the rating indicates that the call quality was not ideal, you may be asked to select one or more reasons from the list provided.

• Completing the survey is optional. You can close the window if you do not wish to provide feedback.

Platform availability

The post-call survey appears only for calls made through the web or mobile versions of NEXT.
It does not appear for calls made using desk phones.

Notes

• Survey results are not shown inside your NEXT interface.

• The survey appears automatically based on system rules and cannot be enabled or disabled.

Call Quality in Call Log Details

Call quality information now appears in the Call Log Details within NEXT. This helps you understand the audio experience for each completed call and identify whether the call met acceptable service levels.

The call quality rating is based on the Mean Opinion Score (MOS), which measures audio clarity and overall call experience. Each call is assigned one of three quality levels.

Call Quality Ratings

The following thresholds are used to classify call quality:

• Good: MOS higher than 3.8
  Audio is clear and stable with no noticeable issues.

• Moderate: MOS between 3.5 and 3.79
  Audio is generally understandable but may have minor distortion, jitter, or packet loss.

• Poor: MOS lower than 3.5
  Audio may cut out, sound muffled, or have significant distortions.

Where to View Call Quality

You can view call quality for each call in your call history:

1. Go to My Inbox.

2. Select the Calls & Texts tab.

3. Open any completed call from the list.

4. The Call Log Details panel displays the call quality rating for that specific call.

If a call has not finished connecting or did not establish media properly, the quality rating may be unavailable.

Missed Shared Inbox Calls

When an agent misses a Shared Inbox call, the system now keeps the agent in an Available state. This update improves the calling experience for agents who rely on desk phones and ensures they do not become unavailable without realizing it.

What Happens When a Shared Inbox Call Is Missed

• The agent remains Available.

• The agent is not moved into a Busy state.

• The Shared Inbox call continues through its normal routing logic.

• The agent can immediately receive additional calls.

Keeping the agent Available after a missed Shared Inbox call ensures that:

• Desk phone users remain reachable.

• Call distribution continues smoothly.

• Behavior is consistent with Hunt Groups in BW and N1.

Who This Affects

This change is especially beneficial for:

• Agents using desk phones exclusively.

• Teams handling high-volume Shared Inbox call queues.

• Organizations that use phones without constant on-screen status visibility.

Shared Inbox Voicemail Calls

Shared Inbox voicemails now ring on assigned desk phones in addition to the web application. This ensures all agents, including those using desk phones only, receive voicemail notifications in real time.

How Shared Inbox Voicemail Calls Work

• When a voicemail is waiting in a Shared Inbox, the desk phone rings to alert the agent.

• The agent can answer the voicemail call directly on the desk phone.

• When the agent answers the voicemail on the device, the corresponding voicemail ticket closes automatically.

• Web and desk phone behavior stays synchronized while the voicemail call is active.

Important:

• Desk phone only agents receive voicemail alerts without needing to check the web application.

• Voicemail ticket closure behaves the same as a standard voice call ticket.

• Shared Inbox calling workflows remain consistent across devices.

Group Paging (Multicast)

NEXT now supports multicast paging for supported desk phones. Multicast paging allows you to broadcast an audio message to multiple phones on the same local network at the same time. This feature is commonly used for office-wide announcements, team alerts, or location-based notifications.

How Group Paging Works

When a multicast page is initiated:

• The sending device broadcasts audio to all phones that are subscribed to the same multicast paging group.

• Receiving phones automatically play the audio message through their speakers.

• The paging transmission does not rely on the call server and does not appear as a call in the agent’s call history.

This method ensures fast delivery because the broadcast happens directly over the local network.

Requirements

To use multicast paging:

• All participating devices must support multicast paging.

• Devices must be on the same local network or subnet.

• Multicast paging groups must be configured in advance on supported devices.

When to Use Group Paging

Group paging is useful for:

• Front office and reception announcements.

• Warehouse or retail floor broadcasts.

• Emergency alerts or immediate team communication.

• Departments that need one-way audio messaging without starting a full call.

Important:

• Multicast paging only works on supported desk phone models.

• Multicast pages cannot be sent from the NEXT web or mobile application at this time.

• The page is audio only.

• Multicast paging behaves differently from standard group calls, since it does not establish a two-way connection.

Desk Phone Call Behavior and Interaction

When a user has a desk phone assigned and registered, calls can ring on both the desk phone and the NEXT application. The behavior between the two stays synchronized to ensure a consistent calling experience.

Incoming Calls

• When a call comes in, both the web softphone and the desk phone ring at the same time.

• You can answer the call from either device.

• If you answer on the desk phone, the ringing in the web softphone stops immediately.

In-Call Behavior

• While the call is active on the desk phone, your status in NEXT updates to Busy.

• Call duration and state are visible in the web application even when the call is handled entirely on the desk phone.

• Muting, holding, or transferring the call is done directly from the phone’s physical or on-screen controls.

After the Call Ends

• When you hang up the call on the desk phone, your status in NEXT automatically updates back to Available.

• The call appears in your call history in My Inbox the same way as calls answered in the web application.

• Post-call actions, such as survey triggers or logging, behave the same regardless of which device handled the call.

Why This Matters

This synchronized behavior helps users who spend most of their time on desk phones while still keeping the NEXT web application aligned with live call activity. It ensures:

• Accurate agent presence

• Consistent routing logic

• Reliable call logging

• No disruption to Shared Inbox or ACD workflows

Other areas to Make a Call

There are many ways to make a call within the NEXT product. Here is a brief overview of other areas within the product where you can make a call:

Area within NEXT	Image	Steps to find it
My Inbox Click here for additional information.		Go to My Inbox, and under the All, Calls & Texts, or Internal tabs, you will see various pst communications. Select any of those, and within the right hand panel, you will see the phone icon in the upper right corner if you are able to make a call. Select the phone icon to place a call to an individual in that group, or to that one person. If you want to do a group call, you will need to use the Add call functionality described above to add additional people to the call.
Shared Inbox Click here for additional information.		Go to any Shared Inbox that you have access to. Select an older or active ticket. Within that ticket, in the left panel, you will see the phone icon for the contact, if they have a phone number listed. Select the phone icon to place the call.
Contacts Click here for additional information.		Go to Contacts, find a contact card, select it. In the contacts card, you will see their phone number listed. Make a copy of it and paste that into the dial pad.

Adjusting Call-related Settings

To change your call notifications sounds, voicemail message, call routing settings, call recording settings, and call forwarding settings, use the Calling and Sound & audio areas within My Settings. To learn how to access and edit the My Settings area, click here.

Remember, if you have certain features toggled off in your My Settings for calling, you may not see some of the options described above.