Support → Calls.

your-workspace/#/calls

• You are: Available or Away. Only available people are rung. Your choice is kept in this browser.
• Status line: calls waiting, people free to answer, callbacks owed.
• Callbacks: one line per caller with unanswered calls, oldest first.
• On the desk: people signed in to calls, their status and since when.
• Today: answered and missed calls since midnight, Kampala time.
• Recent calls: direction, caller, result and what happened next. Calls from earlier days show their date.

Calls are open to customer operations, the NOC, account managers, management and administrators.

An incoming WhatsApp call rings everyone available, on any page. The call bar shows the caller matched to a contact by phone number, with their customer and roles, or Not on any contact record.

1. Answer connects the call through the browser's microphone. The first person to answer takes it; it stops ringing for the others.
2. During the call: Mute / Unmute, Hang up, Open customer and Log a case (case registration with the caller filled in).
3. Decline leaves the call to others. If nobody answers, it becomes a missed call.

Your status is on a call while connected, and new calls do not ring you.

Every missed call creates a callback for that caller. Several missed calls from one number are one callback, showing the number of tries and the last time.

1. I'll call back claims the callback. It shows on the desk as yours.
2. Call now places a WhatsApp call to the number.
3. Record outcome: Reached, No answer, Wrong number or Resolved by message, with an optional note. The callback closes.
4. Give back releases it to the desk.

A callback claimed and not closed shows who took it and when, and anyone can claim it again.

In Support → Inbox, Call on WhatsApp in a WhatsApp conversation places the call to that number. The call appears in Recent calls, and the conversation stays linked to the contact. See Inbox.