The Phone menu in Aloware Talk 2 allows agents to manage voice calls and SMS conversations from one interface.
From this section, you can initiate outbound calls, answer incoming calls, send messages, and access call controls that help manage conversations efficiently.
This guide explains how to place a call, handle incoming calls, send messages, and use the available call management features during an active conversation.
Making an outbound call
You can start a call from the call tab in the phone menu.
Follow these steps to place an outbound call:
Open the phone menu and navigate to the call tab.
Click the from drop-down menu and select the line you want to place the call from, or manually enter the line.
In the to field, select or enter the contact you want to call.
Click call Aloware contact to connect the call.
Once the call is connected, the call interface will display additional controls that help you manage the conversation.
Call controls available during a call
While on an active call, several controls become available to help you manage the conversation.
Mute
Silences your microphone so the other party cannot hear you while you remain connected to the call.
Speaker
Switches the call to speaker mode, allowing hands-free communication.
Dial pad
Opens a keypad that allows you to enter numbers during the call, which is useful when navigating IVR menus or entering extensions.
Pause record
Temporarily pauses the call recording. This may be used when sensitive information needs to be discussed.
Notes
Allows you to record notes during the call. These notes are saved with the conversation for future reference.
Tags
Adds labels to the call to help categorize and organize conversations.
Scripts
Provides access to predefined scripts that agents can use during calls to maintain consistent messaging.
Hold
Places the call on hold while you handle another task or retrieve information.
Transfer
Transfers the call to another agent, user, or department.
VM drop
Leaves a pre-recorded voicemail when the call reaches a voicemail box or when the recipient is unavailable.
Park call
Temporarily parks the call so it can be resumed later, often used when consulting with another team member.
Add
Adds another participant to the call, allowing you to create a conference call.
Receiving an incoming call
When someone calls your assigned line, Aloware Talk 2 will display an incoming call notification.
To answer the call:
Wait for the incoming call notification to appear.
Click or tap answer to connect the call.
Incoming call notifications may appear in different areas of the interface depending on where you are in the app, such as:
The Home screen
The Call screen
The Talk 2 mobile app interface
Once connected, the same call controls described above will become available.
Sending a message
The Phone menu also allows you to send SMS messages from your assigned lines.
Follow these steps to send a message:
Open the phone menu and go to the message tab.
Click the from drop-down menu and select the line you want to send the message from, or manually enter the line.
In the to field, select or enter the contact you want to message.
Type your message.
Click send to deliver the message.
