Managing Calls

Once you are on duty and receiving calls, oHallo provides tools for handling each call from start to finish — including in-call controls, outbound dialling, and a full call history.

Answering a call

When a call appears in your queue:

1. Review the caller information — name, phone number, and company (if known).
2. Click Pick up to connect.
3. The call view opens automatically with the active call controls.

The active call interface

While on a call, you have access to the following controls:

• Call timer — shows the elapsed duration of the current call
• Mute — silences your microphone so the caller cannot hear you; click again to unmute
• Hold — places the caller on hold with hold music; click again to resume the conversation
• End call — disconnects the call

These controls are visible throughout the call so you can manage it without leaving the screen.

Making outbound calls

To call a customer directly:

1. Open the outbound call dialog from the calls page.
2. Enter the phone number you want to call, or search for a known contact.
3. Click Call to initiate the connection.

Outbound calls appear in your call history alongside inbound calls, and are automatically linked to the contact’s conversation record.

Call history

The History tab on the calls page shows all past calls. You can filter the list by:

• All — every call, regardless of direction or outcome
• Inbound — calls received from customers
• Outbound — calls you initiated
• Missed — calls that were not answered in time

Each entry in the history shows the caller or recipient, the time of the call, and the outcome.

Call details

Click any call in the history to view its details:

• Duration — the total length of the call
• Recording — a playback of the call recording (if call recording is enabled in your workspace settings)
• Linked conversation — the conversation record associated with this call, giving you access to the full context of the customer interaction

Call details help you review past interactions, follow up on missed calls, and maintain a complete record of every voice conversation.