Making Calls

Everyday calling on CloudPLAY Talk desk phones and Softphone. Button labels vary by brand (Yealink, Fanvil, Cisco, Poly, and others); the concepts are the same.

Star codes for the same actions: Feature codes.

Before you call

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

• Phone Redial key, or dial *870.

Speed dial

• Programmed keys or directory on the phone.
• Portal / assigned codes: Contacts & speed dial.
• Feature pattern *0 + extension where configured.

Click-to-dial

From the user portal contacts or Softphone, click a number when your organisation enables click-to-dial.

Answer a call

• Ringing line — flashing line key or Answer.
• Hands-free — Speaker.
• Headset — headset button.
• Pickup — answer a colleague’s ringing phone in your pickup group (see below).

A second call may appear as another line — see Call waiting.

End a call

Hang up, or press End / Release.

Hold and resume

1. Press Hold (caller hears music or silence; line key blinks).
2. Press the blinking line key or Resume / Hold again to return.

Check back within a minute or two. Offer a callback if you need more time.

Transfer a call

Attended transfer (recommended)

1. Press Transfer (or Attn Transfer), or use *4 then the extension and #.
2. Dial the extension or external number.
3. Wait for answer; brief your colleague.
4. Press Transfer again to complete, then hang up.
5. If they cannot take it, Resume to return to the caller.

Blind transfer

1. Press Transfer, or use *1 to transfer during a call.
2. Dial the destination.
3. Hang up — the call connects without announcing.

Use blind transfer for voicemail, known queues, or ring groups — not for VIP or upset callers.

Send a caller to voicemail

Full mailbox guide: Voicemail.

Call park

Park holds a caller so anyone can pick up from another phone.

Tell a colleague the slot: “Please pick up park 3.” Reception staff use this often — see Reception.

Call pickup and intercept

Only pick up calls you are authorised to answer.

Call waiting

1. Hear a beep while on a call.
2. Press Flash, Swap, or the second line key — first caller goes on hold.
3. Swap with the line keys.

Ignored second calls may go to voicemail or elsewhere per company rules.

Do not disturb (DND)

Incoming calls usually go to voicemail. DND on the desk phone may not affect Softphone — check both. You can also see DND on the portal Dashboard under My Extension.

Call forwarding from the phone

Configure destinations in detail in the portal — User portal → extension settings, or ask IT.

Record an active call

If your organisation allows it:

• Dial *2 during the call, or
• Use a Record soft key

Recordings may appear under Recorder or Call history. Follow company consent and retention policy.

Call privacy

Dial *67 before a number (when enabled) to request privacy treatment for that call. Availability depends on your carrier and Talk setup.

Presence (BLF)

Busy Lamp Field keys show colleague status:

Use attended transfer for important callers even when BLF looks free.

Ad-hoc conference

1. Call the first person.
2. Press Conference, dial the next person, press Conference again to merge.
3. Repeat up to your system limit.

Standing rooms and PINs: Conferencing.

Troubleshooting

When reporting issues, give time, numbers, and internal vs external.

Related guides

• Feature codes
• Voicemail
• Reception
• User portal
• Softphone