How to make and answer business calls in the Onyx Phone app

Step 1. Place a call

1. Step 1.a Open the app and tap Calls at the bottom of the screen.
2. Step 1.b Tap Call from and choose the line to call from. The person sees that line's business number.
3. Step 1.c Tap Number and type the number, or a teammate's extension.
4. Step 1.d Tap Place call. The call screen opens.

Step 2. Call a teammate or call back a recent call

1. Step 2.a To call a teammate, tap Search by name under Call a teammate, type their name, and tap them. This shows when an admin has turned on calling each other.
2. Step 2.b Scroll down to Recent calls. Each row shows the number or name, the line, how long the call lasted, and when.
3. Step 2.c Tap the phone button at the right of a call to call that person back from the same line.
4. Step 2.d Tap the play button, where there is one, to listen to the call's recording.
5. Step 2.e Tap Show older calls at the bottom for earlier calls.

Step 3. Answer or decline an incoming call

Incoming calls ring every phone, browser, and desk phone on the line at once; the first person to answer takes the call.

1. Step 3.a Look at the incoming call screen. It shows the caller's name or number and which line they called.
2. Step 3.b Tap the green Answer button to take the call.
3. Step 3.c Tap the red Decline button to stop it ringing your devices. It keeps ringing for the rest of your team.
4. Step 3.d Tap Ignore to silence it on this phone only. Your team can still answer.

Tip: On a locked phone the call fills the screen. If you see only a banner at the top of the screen, tap it, or allow full-screen calls in the app's Settings menu.

Step 4. Use the call screen

1. Step 4.a Tap Mute to turn your microphone off. Tap it again to unmute.
2. Step 4.b Tap Keypad to press numbers, for example to choose an option in another company's phone menu. Tap Hide to close it.
3. Step 4.c Tap Speaker to put the call on speaker. With Bluetooth or a headset connected, the button lets you choose where the sound plays.
4. Step 4.d Tap Hold to put the caller on hold with your hold music. Tap Resume to come back.
5. Step 4.e Read On the call to see everyone who is on the call.
6. Step 4.f Tap the red button at the bottom to hang up.
7. Step 4.g Tap the back arrow at the top left to go back to the app. The call stays on; tap Return to call in the app to come back to it.

Step 5. Add someone or transfer the call

1. Step 5.a On the call screen, tap Add someone to bring another person into the call, or Transfer to hand the call to them.
2. Step 5.b Choose who to call. Tap a teammate under Teammates, a group under Ring groups, type an extension like 102 under Extension, or type an outside number under Phone number, then tap Call.
3. Step 5.c While they ring, the caller waits on hold. When they answer, you can talk to them first, then bring the caller in or hand the call over.

Step 6. Handle a second call, swap, and merge

1. Step 6.a When a second call rings during a call, tap Answer. The first caller goes on hold automatically.
2. Step 6.b Look at the On hold card at the top of the call screen. It shows who is waiting and for how long.
3. Step 6.c Tap Swap to switch to the caller on hold. The person you were talking to goes on hold.
4. Step 6.d Tap Merge to bring everyone into one call.
5. Step 6.e Tap End to hang up on the caller on hold without ending your current call.