Making Calls with the pascom App

Training Video

Making Calls with the pascom App

Before you start your first call, you need to decide in the Device Management for a device that you want to use for outgoing calls. This can be the integrated softphone of the pascom app, or a desk phone that has been assigned to you.

Starting a Call

In the pascom app, there are several ways to start a new call. Enter a phone number in the dialpad or click on a green phone icon in the contact list. In addition, calls can be started from the phonebook and the call journal.

The pascom Telephony Area Explained

The telephony area offers some functions that we will explain below.

Dialpad

Enter the phone number you want to call directly in the dialpad. Don’t worry about the syntax of the phone number. To start the call, press the green phone icon. You can also search directly for people in the dialpad. More information can be found here.

Voicemail Box

You can access your voicemail box by clicking on Voicemail. Instructions on the functions of the voicemail box can be found here.

Faxing

Via the Fax Button, you can send documents by fax, provided that a virtual fax has been set up for you by the system administrator. A detailed guide can be found here.

Redial

With the Redial, you can call the last dialed contact / phone number again.

Incoming Call

When you receive a call, the incoming call element appears in the phone field. In addition, a pop-up notification about the incoming call appears. You now have the option to accept or reject the call. You can also transfer the call directly to a colleague.

Active Call

During an active call, the phone area of the pascom app offers a lot of functions. Here, interactive call elements are used, which enable intuitive and simple interaction with the call participants.

Interactive Call Elements Explained

Each call participant is displayed in the phone area of the pascom app as an interactive call element. This way, you always have full control over the current phone call.

Below the call element, you have the option to Transfer the current caller, open the chat area, Hold the call, or display more details from the phonebook.

Advanced Call Functions in Active Call

The phone area / dialpad also changes during an active call and enables further functions.

Here you can now start a new call, send DTMF tones, mute the microphone, as well as use video and screen sharing, or hang up the call via the red phone icon.

Hold Call

Putting an active call participant on “Hold” has several advantages. Unlike muting your microphone, the call participant hears music on hold and therefore knows that you are currently e.g. holding a consultation. In addition, you can call other contacts while your call partner is waiting.

To put the call participant on “Hold”, click on the Hold in the call element. The call participant is then grayed out.

Hold Call

You can bring the waiting call participant back by clicking on the Resume again.

Send DTMF Tones

DTMF tones are used to enter a PIN for authentication in a conference room, for example, if you want to get to the desired contact in a hotline by entering 1, 2 or 3, or if you need to open a door with a number code.

To send DTMF tones with the pascom app using the pascom softphone, click on the Dialpad during the current call.

After you have completed the number entry, you can hide the dialpad again by clicking on the red X icon.

Line Selection for Outgoing Calls

In the upper phone area, you will find the function for Line Selection for Outgoing Calls. If your system administrator has set up corresponding call rules on the pascom phone system, you can change the phone number signaling to the outside world here. For example, you can suppress your phone number or signal the phone number of a department.

Changing the phone number signaling for outgoing calls

Your Voicemail Box

By clicking on the Voicemail button, you can call your voicemail box, provided that your system administrator has set up your own voicemail box for you. You can also reach your mailbox via a feature code.

1. Retrieving your messages or making settings is done via a voice menu in your mailbox.

Key 2 - Change Folder

• Press 0 for received new messages
• Press 1 to view old messages
• Press 2 for business messages
• Press 3 for family circle messages
• Press 4 for circle of friends messages
• Press # to cancel

Key 3 - More Options

• Press 5 to record a new message
• Press * to cancel

Key 0 - Voicemail Box Options

• Press 1 to record a new announcement
• Press 2 to record a new busy announcement
• Press 3 to save your own name
• Press 4 for new announcement in case of temporary unavailability
• Press 5 to change the voicemail box password
• Press * to cancel

Key * - Repeat Menu Announcement

Key # - End Call to Voicemail Box

Use Callback Function

It happens that you urgently need to consult with a colleague, but he is currently on the phone. Of course, you now have to wait until your colleague has finished his phone call in order to speak to him personally. Here, the Callback function offers itself, which informs you as soon as the call has ended.

Set up Callback

1. Click on the red phone icon of the colleague who is currently speaking.

2. At the bottom of the pascom app, you will see that the callback has been set up.

Start Callback

As soon as your colleague has finished his call, you will receive a notification that your colleague is available again and can be called.

1. Click on Call to call your colleague.

Hands-Free - Function and Setup (Windows Only)

Via the Hands Free button, you can conveniently switch to other audio devices during the phone call. As soon as you have activated the hands-free button, either a menu opens or the app automatically selects the default speaker device (e.g. laptop speakers).

• Before using the hands-free function for the first time, the audio devices must be set up. This can also be found in the Settings > Headset and Audio.

• Select the desired device by clicking on it in the list. The phone call now switches to the selected devices. These are saved for the hands-free function and do not have to be set up again for subsequent use.

Number Formatting

The pascom app automatically formats incoming phone numbers into a more readable format. Spaces are placed between the country code, area code and the main phone number to better visualize the phone number.

1. For mobile phone numbers, the pascom app also displays the provider and for landline numbers, from which location the caller is calling.

2. The number formatting is also displayed accordingly in the call history / journal.

Activate GSM Fallback

It happens that there is no stable WLAN connection where you are. The pascom Mobile Client automatically recognizes this for incoming calls and switches to GSM mode to establish the connection via your mobile network.

For outgoing calls, you have to activate GSM mode manually.

1. To do this, click on the GSM switch in the upper right corner of the telephony area.