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Making calls and receiving calls

How to make and receive calls on desktop and mobile, with troubleshooting tips and call short codes

Making calls on Desktop & Web App

There are two main ways to make a call in the CircleLoop app.

1: Use the dial pad to type the number you wish to call. Ensure you have selected the correct number you wish to call from, from the ‘My Number’ drop-down list first (this is applicable if you have multiple numbers assigned to you by your company Administrator).

Making and receiving calls 01

2: Alternatively, you can click in the ‘Number, name or ext (extension)’ field at the top, and use your keyboard to enter the numbers, contact name or extension (within your organisation) that you wish to dial.

Making and receiving calls 02

You must use area codes when dialling a number.

To start a call, use enter on your keyboard, or the phone button

phone

Calling a contact (desktop)

To open the contacts menu, press the contacts icon on the left hand side.

 contact

From here you can view:

  • All contacts

  • Personal contacts

  • Company contacts (these are internal company CircleLoop app users)

  • Shared contacts (these are contacts that have been set to ‘Shared’ by anyone within your organisation)

  • And any contacts you have added to your ‘Favourites’.

To call a contact, first click on their name.

3

Any numbers associated with that contact will appear within the ‘Direct’ field.

Making and receiving calls 03

Click the phone icon to start a call.

If you are using the web app version of CircleLoop, you may see the following pop-up asking for your permission to use your device’s microphone. Select either ‘Allow while visiting the site’ or ‘Allow this time’.

Allow-mic-use

The dial pad will appear on-screen for the duration of the call (you can hide this by clicking the x icon in the top right, if you wish).

Making and receiving calls 04

Troubleshooting for making a call (desktop)

If you are not able to make calls, please check the following:

  • You have a number currently assigned to you (go to the ‘Settings’ screen (cog icon) then ‘My Numbers' screen)

  • Your company does not have a firewall in place, which may restrict VoIP calling.

If your calls are not being made from the correct number, please check the following:

  • You have selected the default number that you wish to make calls from on the ‘My Numbers’ page (only applies if more than one number has been assigned to you).

If you are still having issues with this feature, please contact your company Administrator, CircleLoop onboarding agent or Support team.

Receiving or redirecting a call on Desktop & Web App

Receiving calls

When you are receiving a call with CircleLoop open, your ringtone will play, and the interface will change to display the number or name of the caller.

Making and receiving calls 05

You can accept or decline an incoming call with the phone icons.

If the CircleLoop window is not open, you may receive a pop-up notification outside of the app.

Making and receiving calls 06

 

Redirecting a call to another user, team or menu

 

You can update your incoming call and notification settings from the ‘Settings’ menu (accessed via the cog icon on your screen).

For example, set your incoming calls to redirect to another user, team or menu. To do this, select this option in the ‘Call Settings’ section of the screen, then choose how long you’d like the call to ring for before it is redirected.

 divert

 

Next, click ‘Select user, team or menu’ to choose a destination to redirect your incoming calls to.

We cover the ‘Call Settings’ configuration elsewhere in this CircleLoop Knowledge Base. In summary, your call options are:

  • Allowing the call to keep ringing

  • Ask for the caller to leave a voicemail; And

  • Redirect to another number.

 

 

Making calls on mobile

Your keypad screen

To make a call on a mobile device, tap the keypad icon at the bottom of your screen.

Making and receiving calls 07

 Making a call

 

With CircleLoop, if you have multiple numbers assigned to your account, you can choose which one to call from by tapping the ‘Call from’ menu.

Making and receiving calls 08

 

Use the keypad to call your contact (remember to add any area codes!), or, if you wish to call a CircleLoop user within your company, or if you wish to type the number in manually, tap the ‘Enter name or number’.

You can also tap the star icon to call any contacts within your ‘Favourites’ list.

Making and receiving calls 09

 

Tap the handset icon to make a call.

Troubleshooting for making a call (mobile)

If you are not able to make calls, please check the following:

  • You have a number currently assigned to you

  • Your company does not have a firewall in place which may restrict VoIP calling.

If your calls are not being made from the correct number, please check the following:

  • You have selected the default number that you wish to make calls from on the ‘My Numbers’ page (only applies if more than one number has been assigned to you).

If you are still having issues with this feature, please contact your company Administrator, Circleloop onboarding agent or Support team.

Receiving a call on mobile

To answer a Circleloop call on mobile devices depends on your phone’s default view. For example, on iOS simply tap ‘Accept’ or ‘Decline’ as you would with any regular call.

 decline

 

Once connected to a call, you’ll have the options to:

  • Mute your microphone

  • Use your keypad (to choose options on a DTMF menu, for example)

  • Place the call on loud speaker

  • Transfer your call

  • Place the call on hold

  • Minimise the call screen (allowing you to browse your phone whilst in an active call)

  • Add call notes.

 
in call

 

Click the red handset icon to end the call.

Adding call notes during a call

Tap the notes icon to add call notes, then tap ‘Add note’ to save it against that call.

notes

You can search for any call notes that have been added against a specific number from your ‘Activity’ screen.

Simply select any record from your activity feed to filter the activity for that number. Then select the three dots next to the number, then select ‘View Call Notes'.

activity

You can also long-press on a record and simply select ‘Call Notes’

Making and receiving calls 10

Troubleshooting for receiving calls (mobile)

If you are not able to receive calls, please check the following:

  • You have a number currently assigned to you

  • You are not currently set to away (indicated by a red dot next to your avatar)

  • You do not have a permanent redirect configured within your ‘Devices’ settings

  • Your company does not have a firewall in place which may restrict VoIP calling.

If you are still having issues with this feature, please contact your company administrator, CircleLoop onboarding agent or support team.

Call short codes on all devices

The following telephone short codes can be used with CircleLoop:

  • 999 – Emergency Services

  • 100 – Operator

  • 101 – Police enquiries (non-emergency)

  • 105 – Power cuts and emergencies

  • 111 – NHS urgent care advice

  • 119 – Covid-19

  • 123 – Speaking clock

  • 195 – Directory enquiries for blind / disabled users

  • 116123 – Samaritans.