Making Calls

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

  • CINNOX calls are VoIP to VoIP calls from your CINNOX dashboard or mobile app to visitors or customers through the CINNOX Widget using WebRTC-supported web browsers. They can also be the calls you make to your colleagues 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 for CINNOX.

 

Browser Permissions for Microphone and Camera

When making or answering voice and video calls using CINNOX, your browser needs to access your device's microphone and camera.

Ensure your browser's camera and microphone permissions for the CINNOX Dashboard site or client-side pages (i.e., the pages with the CINNOX web widget or web view) are set to Allow. For more information, refer to the Microphone and Camera Permissions for Web Browsers section of this Guide.

 

CINNOX Voice Calls

You can make CINNOX calls from the Recent Connections area of your Workspace or your Contacts List.

To make a CINNOX call from the Workspace:

  • Go to the Utility panel, where the Recent Connections area is displayed by default. The Recent Connections area lists all your ongoing conversations with visitors, customers, and fellow staff members.
  • Click on the name of the room where you want to make a call.
  • On the chat room panel, click on the call icon on the top-right corner.
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Recent Connection

  • CINNOX will then initiate the call.
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CINNOX call from the Recent Connections

To make a CINNOX call from your Contacts List:

  • On your Workspace, go to the Utility panel then click on the All Contacts tab.
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All Contacts

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

  • On your Contact's Profile window that will pop up, click on the Call button to initiate the call.
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Ongoing call

 

Dial Pad - Off-net Calls

You can make off-net calls using the dial pad.

  • On your Workspace, go to the Utility panel, then click on the Dial Pad tab.
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Dial Pad

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 number to your called party.
    You may change your Caller ID from the default one if there are other options available in your CINNOX service.

  • Select the country code from the dropdown list, then type the phone number using the keypad.

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Type the number in the Dial Pad

  • Click on the Call button to initiate the call.
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Dial Pad call with PSTN Number

 

Call Settings

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

  • On the Utility Panel, click on the Dial Pad icon.
  • Click on the Gear icon beside the country code dropdown box.
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On the Call Settings pop-up window that will appear, the following options are available:

  • Caller ID / Engagement Number - lets you select your Caller ID and enable or disable Engagement mode. Refer to Engagement Mode for more details.

  • Call Forwarding - lets you enable or disable Call Forwarding. Refer to the Call Forwarding section of this Guide for more details.

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Call Settings

After making the necessary changes, click on Confirm.

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Engagement Mode

When making outbound calls to customers or visitors, staff members can set the virtual phone number they are using 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 same 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 Mode using the Dial Pad:

  • On the Utility Panel, click on the Dial Pad icon.
  • Click on the Gear icon beside the country code dropdown box.
  • On the Call Settings pop-up window that will appear, under Caller ID / Engagement Number, click on > beside the phone number.
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  • On the Select Caller ID pop-up window that will appear, toggle the Engagement Mode button ON.
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Select Caller ID

  • Select the phone number you wish to use from the list of suggestions.
    • You may click on Auto Select to let CINNOX select the number for you.
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Engagement Mode

  • Close the Select Caller ID pop-up window, then back on the Call Settings window, click on Confirm.

When a staff member calls a phone number while in Engagement mode, the staff member will have the option to save the called party's contact details and create an enquiry room for them.

  • 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 via the pop-up Contact Information window. Clicking on Save on this window automatically creates an enquiry room.
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Prompt to save contact and create an enquiry room during an outbound call in Engagement mode

 

  • B. If the dialled phone number is already saved as a Contact, CINNOX will prompt the staff member to create an enquiry room. The staff member may also then edit the called party's contact details.
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Prompt to create an enquiry room for saved contact during an outbound call in Engagement mode

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For more information about Caller ID and Engagement Mode, refer to the Virtual Numbers section of this Guide.

 

Video Calls

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

 

Call Log

Every time 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
  • Start Time
  • Total Duration

Detailed Information

  • Caller
  • Called Party
  • Start Time
  • Total Duration
  • Status
  • Bye Reason

To make or return a call, click on the Call button. The call screen will then appear, indicating that the call has started.

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Call Log

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