Making Calls

As a Staff member, CINNOX lets you make two types of calls:

• CINNOX calls are the calls you make from your CINNOX Dashboard or App to visitors or customers through the CINNOX Widget installed in a WebRTC-supported web browser. They can also be the calls you make to your fellow Staff members through their CINNOX Dashboard or App.

• Dial Pad calls are the calls you make from your CINNOX Dashboard or App to visitors, customers, or fellow staff members by dialling their landline or mobile phone numbers.

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Chrome and Safari are the supported browsers to make a call.

 

CINNOX Voice Calls

You can make CINNOX calls from the Recent section of your Utility tab or Contacts List.

To make a CINNOX call from the Recent section of the Utility tab:

• Go to Utility from the menu tab, where the Recent section is located. The Recent section lists all your ongoing conversations with visitors, customers, and fellow Staff members.
• Tap the name of the room where you want to make a call.
• On the open chatroom screen, tap the Call icon in the top-right corner, then tap Voice Call.

• CINNOX will then initiate the call.

To make a CINNOX call from your Contacts List:

• From the tab menu, go to Contacts.

• On the Contacts List that will appear, scroll down through or search for the contact you wish to call, then tap their name to open their Contact Details.

• On your contact's Profile page, tap the On-net Call button to initiate the call.

Dial Pad - Voice Calls

You can make outbound calls using the dial pad.

To make an outbound call:

• Go to Call from the tab menu, then tap the floating Dial pad button.

Caller ID

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Making a call with Mainland China Destination

Local regulations do not allow calling a destination (e.g. mainland China +86) with your own number. Please select a Virtual Number as the caller ID and try again, or contact your account manager to purchase one.

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Caller IDs are not guaranteed to be displayed to your called parties.

• Check the Caller ID, your calling line identity (CLI) or display the number to your called party.

You may change your Caller ID from the default one if other options are available in your CINNOX service.

• Select the country code from the dropdown list.

• Type the phone number using the keypad.

• Tap the Call button to initiate the call.

 

Call Settings

Before making an outbound call using the Dial Pad, you can change several call settings directly from there:

• From the menu tab, go to Calls, then tap the floating Dial pad button.
• On the dial pad screen, tap the Gear icon in the top-right corner.

On the pop-up screen, the following options are available:

• Caller ID / Engagement Number - lets you select your Caller ID and turn Engagement mode on or off. Refer to Engagement Mode for more details.
• Call Forwarding - lets you turn Call Forwarding on or off. Refer to the Call Forwarding section of this Guide for more details.
• Personal Numbers - lets you add or remove your own phone number(s). Refer to the Personal Numbers section of this Guide for more details.

After making the necessary changes, close the pop-up screen.

 

Engagement Mode

When making outbound calls to customers or visitors, Staff members can set the virtual phone number they use as their Caller ID in Engagement Mode.

Engagement is a CINNOX call feature that creates an engagement binding between a visitor and the Staff member who called them using a virtual number. The next time the visitor calls using the same number, they will be directly routed to the Staff member who called them the first time.

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To enable or disable Engagement on a virtual number, refer to the Virtual Numbers section of this Guide.

To enable Engagement using the Dial pad:

• From the menu tab, go to Calls, then tap the floating Dial pad button.
• On the dial pad screen, tap the Gear icon in the top-right corner.
• On the Call Settings screen, under Caller ID / Engagement Number, tap > beside the phone number.

• On the Caller ID screen, toggle the Engagement Mode button ON, then select the phone number you wish to use from the list of suggestions.
  • You may tap Auto Select to let CINNOX select your number.

When a staff member calls a phone number in Engagement mode, they can save the called party's contact details and create an enquiry room, provided the staff has permission to create external contact.

• A. If the dialled phone number is not yet saved as a Contact, CINNOX will prompt the Staff member to save the called party's contact details and create an enquiry room:

 

• B. If the dialled phone number is already saved as a Contact, CINNOX will prompt the Staff member to create an enquiry room:

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Engagement Routing and Binding

When using Virtual: Local Numbers with Engagement Mode enabled, Engagement Routing and Binding ensure that call-backs from visitors are directed to the staff who initially engaged them.

For instance:
Staff A contacts Visitor A using the Virtual Local Number +851 1234 5678 with Engagement Mode enabled. If Visitor A returns the call to that number, it gets routed directly to Staff A, establishing a binding connection. Other staff cannot engage Visitor A through the same local number during this binding.

For a detailed overview, please check our Virtual Number User Guide.

 

Video Calls

For more details about making a video call, refer to the Video Call section of this Guide.

 

Call Log

Whenever you or anyone else makes or answers a call on CINNOX, it logs a call history into the room. This Call Log contains the following details:

Summary

• Title
• Date
• Sart of call time
• Total duration

Detailed Information

• Caller
• Called party
• Start time
• Total duration
• Status
• Bye reason

For more details about Call Attributes and Call Metrics, refer to the Viewing the Call Report section of this Guide.

 

To make a return a call:

Touch and hold the call detail in the chatroom. Select Call Log