NextivaONE - Managing Calls

Placing A Call

Calls can be made by either using the dialer as shown below or using highlight to call.

1. To start a new call, click the “+” icon on the right side of the page and select Make a Call.  Alternatively, use the keyboard shortcut CTRL+SHIFT+D for Windows or Command+Shift+D for macOS to bring up the new call pane.
   
   
    
   1. Alternatively, you can also click the handset icon at the top of the page.
      
      
       
2. Type the name of a contact to reach or enter a phone number.
   
   
    
3. Click the blue handset button to start the call.
     

Answering A Call

1. On the call pop that appears in the bottom right-hand corner of the desktop, click the green off-hook button.
   
   
    
2. Clicking the white bell icon in the upper right-hand corner will silence the ringer, but allow the call to continue to ring.
    
3. Clicking the red on-hook button will decline the call on this device. If you do not have any additional devices, the call will go to voicemail.
    

Transferring A Call

1. On an active call, click the More ellipses
   
   
    
2. Click the Transfer button.
   
   
    
3. Enter a contact name, team name, phone number, or extension to transfer the call to and click the blue arrow or press Enter.
   
   
    
4. Choose the option for Blind transfer or Warm transfer.
   
   
    
   1. If choosing Warm transfer, an option to Complete Transfer will appear and can be clicked once the person has answered the call. You can also choose to Cancel the transfer.
      
      
       

Notes on Calls

See the article NextivaONE - Notes on Voice Call Events for more information.

Call Recording

For the call recording button to appear on NextivaONE, the option Show call recording controls must be enabled in your user's call recording settings. Administrators can enable this by following these steps.  If this button is NOT present, you can still use feature access codes to start, stop, pause, and resume recording.

For users where call recording is set to always, the button will not do anything.

Users who are given permission to start, stop, and pause recording will be able to interact with the call recording button on their call control panel.

When the button appears grey, call recording is stopped; clicking on the button will start a new recording file.

If you are allowed to control your recording, clicking the button will start a recording and open the recording menu.

In the recording menu, the pause button will pause recording, allowing recording to resume on the same file.  The stop button will stop recording, a new file will be created when recording is started again.

Conference Calls

The NextivaONE app can host local conference calls. To create a conference call:
 

1. On an active call, click the More ellipses.
    
2. Click the Start a conference option.
   
   
    
3. Search for the name of a contact, or enter the phone number to add to the conference.
   
   
    
4. Press Enter or click the blue arrow button to call this person.
   
   
    
5. Once they pick up the call, click the Merge Call button to join them in the call.  Pressing Cancel will drop them before joining the conference.
   
   
    
6. Repeat the steps above to add additional participants. NOTE: Nextiva may place a limit on the number of people you can have on your line at one time.
    
7. To end the conference, press the End Call button.
   
   
    
8. A pop-up will appear confirming that you wish to end the conference as it will end the conference for all participants.
   
   
    

Change Audio Device

Make Audio Changes Outside a Call

1. Click on your avatar in the upper right-hand corner.  If no avatar has been set, it will be your initials.
   
   
    
2. Select My settings.
   
   
    
3. If using the desktop version, a new window will open with your account settings page.  If using the web-based version, your settings will appear.
   
   
    
4. On the left-hand side of the page, click on the Audio option.
   
   
    
5. Select the desired microphone and speaker to use.
   
   
    
6. The settings are applied automatically.
    

Make Audio Changes During a Call

1. While you are on an active call, click the More ellipses.
   
   
    
2. Click on Audio Settings.
   
   
    
3. Select the desired speaker and microphone to use.
   
   
    

NOTE: These options will be saved and used for future calls.

Call Control Buttons

While on an active call, a pop-up appears on the right-hand side near the top to control the call. It can be minimized to the top of the window.





When in full size, you can see both the phone number and the name of the contact. When minimized, only the name of the contact will be visible.
 

Icon	Feature	Description
	Minimize Call Window	Shrinks call window to the top of the page.
	Hold Call	Places call on hold until the resume button is pressed.
	Turn off microphone	Mutes microphone, allowing you to hear the other party without being heard.
	Dial Pad	Opens a dial pad while on a call.
	Notes	Add notes to the current call
	Call Recording	Open the call recording menu
	Call Recording	Pause or stop recording, the user needs to have the correct recording permissions for these options to appear.
	Resume	Appears when the caller is on hold, will resume the call
	End Call	Disconnects the Call
	More options	View more options
	Transfer	Opens a window to transfer the call.
	Start a conference	Start a conference call with the people on the current call.
	Audio Settings	Control the speaker and microphone used for this call.  These settings will persist to future calls.