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Making Calls

Place, receive, hold, transfer, and park calls on CloudPLAY Talk desk phones and clients.

This guide covers everyday calling on CloudPLAY Talk. Button labels vary by phone brand (Yealink, Fanvil, Cisco, Poly, and others) but the concepts are the same.

Before you call

  • Internal — dial the colleague's extension only (e.g. 1024).
  • External — usually dial an outside line prefix first (often 0 or 9), then the full number including country code.
  • International — your company may require a dialling prefix or restrict international calls. If the call will not connect, ask IT.

Outside line prefix

Your IT team will tell you the correct prefix. A common pattern is 0 + 65 + 8-digit Singapore mobile number.

Place a call

  1. Pick up the handset, or press Speaker / Headset.
  2. Wait for dial tone.
  3. Dial the number.
  4. Press Call or Dial if your phone requires it.
  5. Hang up or press End to cancel before they answer.

Redial

Press Redial to call the last number you dialled.

Speed dial

If your phone has programmable keys or a contacts list, use Directory or labelled keys for frequent numbers. IT or reception can program keys on shared phones.

Answer a call

  • Ringing line — press the flashing line key or Answer.
  • Hands-free — press Speaker when ringing.
  • Headset — press the headset button if connected.

A second incoming call may appear as a second line — see Call waiting below.

End a call

Hang up the handset, or press End / Release.

Hold and resume

Put caller on hold

  1. Press Hold (caller hears music or silence).
  2. The line key blinks.

Return to caller

Press the blinking line key or Resume / Hold again.

Don't leave callers on hold too long

Check back within a minute or two. Long holds frustrate callers — offer to call back if you need more time.

Transfer a call

Speak to your colleague before handing the caller over.

  1. Press Transfer (or Attn Transfer).
  2. Dial the extension or external number.
  3. Wait for your colleague to answer. Brief them on who is calling and why.
  4. Press Transfer again to connect the caller, then hang up.
  5. If your colleague cannot take the call, press Resume to return to the caller.

Blind transfer

Send the caller immediately without announcing.

  1. Press Transfer.
  2. Dial extension or number.
  3. Hang up immediately — the call connects automatically.

Use blind transfer only when you know the destination is available (e.g. voicemail, a known queue).

Send a caller to voicemail

  1. Blind transfer to the person's extension, then press * or # as your company defines, or
  2. Transfer to the company voicemail pilot number if IT provided one, or
  3. Press VM or Voice Mail soft key if shown on your phone.

If unsure, ask reception for the correct voicemail transfer method.

Call park

Call park puts a caller on hold so anyone in the office can pick up the call from another phone.

Park a call

  1. Press Transfer (or dedicated Park key).
  2. Dial the park code (often 700 or as IT documented) — you may hear a slot number announced.
  3. Hang up. Tell a colleague: "Please pick up park slot 3."

Pick up a parked call

  1. Press Transfer or Park retrieve.
  2. Dial the park retrieve code + slot number (e.g. 701 + 3).

Reception staff use parking often — see Reception.

Call pickup

Pickup lets you answer another ringing extension in your pickup group (same open office or department).

  1. Hear a colleague's phone ringing nearby.
  2. Press Pickup (or dial the group pickup code, e.g. *8).
  3. You are connected to their caller.

Do not use pickup for calls outside your group.

Call waiting

If you are on a call and a second call arrives:

  1. You may hear a beep.
  2. Press Flash, Swap, or the second line key to answer the new call — the first caller is put on hold automatically.
  3. Swap between calls with the line keys.

If you ignore the second call, it may go to voicemail or ring elsewhere per your company's rules.

Do not disturb (DND)

Turn on DND when you cannot be interrupted (focused work, meeting). Incoming calls usually go straight to voicemail.

  1. Press DND on the phone (icon may show red).
  2. Press DND again to turn off when available.

DND on your desk phone does not always affect Softphone — check both if you use both.

Presence and status

Some phones show whether colleagues are available, on a call, or away. This helps before you transfer a caller.

  • Green / available — likely to answer
  • Red / busy — on another call
  • Grey / away — DND or offline

Presence is approximate — always try an attended transfer for important callers.

Audio conferencing (quick)

For a small ad-hoc conference from your phone, see the full Conferencing guide. Basic steps:

  1. Call the first person.
  2. Press Conference, dial the second person, press Conference again to merge.
  3. Repeat for more participants (limits apply).

Fax (if your role uses it)

Some organisations assign a fax extension. Incoming faxes arrive as email attachments; outbound fax is dialled like a voice call from the fax line. Ask IT if you need fax access — most users do not.

Troubleshooting

ProblemWhat to try
No dial toneCheck Ethernet cable; reboot phone (unplug power 10 seconds); try another port
One-way audio (they hear you, you don't)Reboot phone; use handset instead of speaker; check headset connection
Cannot dial outConfirm outside line prefix; verify you have outbound permission
Call drops after a few secondsOften network or firewall — report to IT with time of call
EchoLower speaker volume; use a headset
Wrong name shown to callersIT sets caller ID — request a change through your manager
Phone not ringingCheck DND is off; verify forwarding is not enabled in user portal

When reporting problems, give IT the approximate time, numbers dialled, and whether it was internal or external.

CloudPLAY Talk

Complete user guide for CloudPLAY Talk — desk phones, calling, voicemail, reception, and queues.

Voicemail

Listen to, manage, and record voicemail on CloudPLAY Talk.

On this page

Before you callPlace a callRedialSpeed dialAnswer a callEnd a callHold and resumeTransfer a callAttended transfer (recommended)Blind transferSend a caller to voicemailCall parkCall pickupCall waitingDo not disturb (DND)Presence and statusAudio conferencing (quick)Fax (if your role uses it)TroubleshootingRelated guides