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Call Management

Overview​

The Vodia PBX provides a robust call management interface that helps you track, manage, and interact with your calls and communication activities. This guide covers the essential features of the call management panels, including My Calls, Activity History, and Tenant Calls view.

Getting Started​

The call management interface is located in the right panel of your Vodia PBX interface. It contains three main sections:

  • My Calls - Shows your active and incoming calls
  • Activity - Displays your recent communication history
  • Tenant Calls - Provides an overview of all calls in your organization (admin only)

Call Management​

How to Handle Incoming Calls​

When you receive a call, it appears in the My Calls panel with several options:

Accept an audio call:

  • Click the audio call button (phone icon) to answer with audio only

Accept a video call:

  • If the call includes video, click the video call button (camera icon) to answer with audio and video

Accept on another device:

  • If you want to take the call on another device, click the remote answer button

Reject a call:

  • Click the reject button (red phone icon) to decline the call
tip

You can also use compatible headset buttons to answer or reject calls if you have connected a supported headset device.

Managing Active Calls​

During an active call, you have several options:

End a call:

  • Click the hangup button (red phone icon) to terminate the call

Put a call on hold:

  • Click the hold button to place the current call on hold
  • Click it again to resume the call

Transfer a call:

  • Click anywhere on the call card to open the call options menu
  • Select "Transfer" and enter the destination number
  • Click the dial button to complete the transfer

Take notes during a call:

  • Click anywhere on the call card to open the call options menu
  • Select "Add a note" to open the note-taking dialog
  • Type your note and click "Save"

Call Categories (for Queue/ACD Calls)​

If the call came through a queue (ACD):

Set a call category:

  • Click anywhere on the call card to open the call options menu
  • Select a category from the dropdown menu
  • Categories help track call types for reporting

Post-Call Survey:

  • After completing a queue call, you may be prompted to categorize the call
  • Select a category and optionally add notes
  • Click "Save" to record the information

Call Bridging and Transferring​

You can connect two separate calls:

Bridge calls by dragging:

  • Use the grip handle in the bottom right corner of a call card
  • Drag one call onto another to connect them
  • The two parties will be connected, and your calls will end

Find a call on another device:

  • If you answered a call on the softphone but want to locate it in the interface
  • Click anywhere on the call card
  • Select "Bring phone to front" to focus on the phone interface

Activity History​

The Activity panel displays your recent communication events:

Types of Activities​

Missed Calls:

  • Shown in red with a missed call icon
  • Displays caller name/number and when the call was missed
  • Click on a missed call to call the person back

Voicemail Messages:

  • Indicated with a voicemail icon
  • Shows caller information and message duration
  • Click to open and play the voicemail

Fax Messages:

  • Indicated with a fax icon
  • Shows sender information and number of pages
  • Click to open and view the fax

Chat Messages:

  • Displays the message preview and sender information
  • Click to open the chat conversation

System Notifications:

  • Shows automatic system actions like DND reset or hot desking reset
  • Includes the time when the action occurred

Managing Activity Items​

To mark an activity as read/dismiss it:

  • Click the close (X) button on any activity item to remove it from the list

Tenant Calls View​

The Tenant Calls view shows all active calls in your organization:

Call Information Displayed​

  • Remote Party - External caller/callee name and number
  • Local Party - Internal extension name and number
  • Start Time - When the call began
  • Duration - How long the call has been active
  • Recording Status - Shows if a call is being recorded
  • Account - The account associated with the call
  • Extension - Extensions involved in the call
  • Trunk - The trunk line being used
  • Priority - Call priority level
note

The display automatically adjusts to show the most important information based on your screen size.

Call States​

Calls are visually indicated by their current state:

  • Alerting - Flashing icon indicates a ringing call
  • Connected - Solid icon shows an active call
  • On Hold - Shows a call that has been placed on hold
  • Recording - Red recording icon indicates a call is being recorded

Troubleshooting​

Common Issues​

No notification sound for incoming calls:

  • Check your sound settings in the browser
  • Ensure notifications are enabled for the Vodia PBX site

Can't see all calls in Tenant Calls view:

  • The view shows calls that are currently active
  • Terminated calls are removed from the display
  • You may need administrator permissions to see all tenant calls

Call information not updating:

  • The interface updates automatically when the tab is visible
  • If you switch back to a tab that was hidden, it may take a moment to refresh
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