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Handle Calls with StratusWEB PHONE

Review the different functions you can use to answer and handle calls using your StratusWEB PHONE.

Written by Val Campos

Updated at February 11th, 2025

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Table of Contents

Place a Call Receiving a Call Active Call Features Transfer a Call Park a Call Retrieve a Parked Call Conference Calling

With StratusWEB PHONE, you can place, answer, and handle calls as needed from your PC. This can make it much easier to work remotely from home or any other location where you do not have a desk phone. 

Place a Call

With StratusWEB PHONE, there are many ways that you can place calls to other people and companies. The different methods you can use include the following:

  • Dial a phone number or extension number using the Dial Pad.
  • Call a contact that you have saved in your Stratus account.
  • Use the Call History to call someone that you have spoken to or missed a call from.
  • Call someone that has left you a voicemail message in your voicemailbox. 

Use the module below to learn how you can use the methods listed above:

Dial Someone

To place a call using the Dial Pad, do the following:

1. Click the DIAL PAD button.

2. Using the Dial Pad that appears, do one of the following:
    •  Click or type the phone number/extension number to be called.

    •  Use the search bar to type and select the phone number, extension number, or name of the person to call.

 

3. When dialing is complete, click the Dial button or press ENTER on your keyboard to begin the call.

✔ StratusWEB PHONE will show that it is calling the number dialed. 

Once the call is answered, you can use the active call menu and its features to talk with the party you called.

 
 
 

Call a Contact

StratusWEB PHONE can access and display the contacts of your coworkers and any contacts that have been added to your Stratus account.

To use one of your contacts to place a call…

1. Navigate to the Contacts tab.

2. Select the contact of the person you would like to call.

3. In the person's contact, click the Call icon.

✔ StratusWEB PHONE will show that it is calling the number dialed. 

Once the call is answered, you can use the active call menu and its features to talk with the party you called.

 
 
 

Use the Call History

On the Call History page, you can redial someone or return a call using the call logs that are listed.

To use the Call History to place calls…

1. Navigate to the Call History tab.

2. Select the call log of the person you want to call. 

3. Select the Call option.

✔ StratusWEB PHONE will show that it is calling the person's phone number.

Once the person answers, use the active call features to speak with them and handle the call.

 
 
 

Call a Vmail Sender 

If someone has left you a voicemail message, you can place a call back to them from StratusWEB PHONE's Voicemail tab.

To call back someone using this method…

1. Navigate to the Voicemail tab.

2. Select the voicemail of the person you want to call back.

3. Click the Call icon.

✔ StratusWEB PHONE will show that it is calling the number of the person that left a voicemail.

Once the person answers, use the active call features to speak with them and handle the call.

 
 
 

 


Receiving a Call

When you receive an incoming call, your PC will play a ringtone, and StratusWEB PHONE will display the following call options:

Function Description Note
Accept Accept the call. Accepting the call will pull up the Call menu and show the functions you can use to handle the call.
Ignore Have the call silently ring If you are set to simultaneously ring other devices, the other devices will continue to ring.
Reject Reject the call.  A 480 SIP Response is sent to the caller to cease the ringing. 
If you are set to simultaneously ring other devices, the other device will stop ringing.

 


Active Call Features

When you answer a call or a caller answers your call, you will be able to view and utilize the active call menu and its features.

In this menu, the following functions will be available:

Function Description Note
Mute Disable your microphone. Click Mute a second time to unmute yourself. The caller will not be able to hear you, but you will be able to hear the caller.
Hold Place your caller on hold. While waiting on hold, the caller will be listening to your music on hold.
Dial pad Show the dial pad so that you can enter digits for automated menus, such as auto attendants.  
Transfer Transfer the call to a contact or a dialed number.  
Park call Transfer the call to a park queue where the caller will wait on hold for someone to pick up their call. Other users viewing the parks on StratusWEB PHONE or their other devices can retrieve and handle the call. 
Add call Put your current call on hold and start a second call.   
Switch phone Move the call to another device registered to your extension number.  
Start Recording Start recording a snippet of the call. 
When you are ready to stop recording, click Stop recording. 

Since different states and countries have laws regarding consent for recording, make sure to ask for a caller's consent before recording a call.

To learn more about recording calls as a Stratus user, read this article.

Hide call

Return to the main page while keeping the call active. 

 

This allows you to look at the other tabs of StratusWEB PHONE, such as your contacts, call parks, chat/SMS messages, voicemails, and more.

To view the active call again, click More on the active call card that appears on the right. 

 

Transfer a Call

While handling a call, it may be necessary to pass the phone call along to a user, call queue, or an external phone number. This can be done through transferring. 

Using the StratusWEB PHONE, there are three different types of transfer that can be utilized depending on how exactly the call needs to be transferred and handled:

  1. Blind Transfer - Transfer a call directly to another person without talking to that second person.  This is sometimes referred to as a “cold” or "unassisted" transfer.
  2. Assisted Transfer - Speak with the person being transferred to before completely transferring the call.  This is sometimes referred to as a “warm” or “attended” transfer.
  3. Voicemail Transfer - Transfer a caller directly to a general mailbox or the voicemailbox of another user.

Use the module below to view step-by-step instructions about how you can perform these transfers:

Blind Transfer

When you use a blind transfer, you transfer a call without speaking to the party to whom you’re transferring the call. The call is automatically transferred as soon as you select Blind Transfer.

1. While on an active call, click Transfer. 

2. In the Transfer to prompt, select one of the following:

    •  Choose from contacts - Select the contact of the person/company that will be receiving the transfer.

    •  Dial a new number - Dial the extension number or phone number of the person that will be receiving the transfer.

3. When you are ready to call the next person, click the Call button.
4. In the Complete transfer via prompt, select Blind transfer. 

✔ You should see a confirmation message that the transfer has been completed.

 
 
 

Assisted Transfer

If you want to talk to the party to whom you are transferring the call, you can perform an assisted transfer. 

If you initiate an assisted transfer but you do not want to talk to the person you are transferring to, you can wait for the party’s ring-back sound and then transfer the call.

To perform an assisted transfer…

1. While on an active call, click Transfer. 

2. In the Transfer to prompt, select one of the following:

    •  Choose from contacts - Select the contact of the person/company that will be receiving the transfer.

    •  Dial a new number - Dial the extension number or phone number of the person that will be receiving the transfer.

3. When you are ready to call the next person, click the Call button.
4. In the Complete transfer via prompt, select Assisted transfer.

✔ You should now see a second call being start with the second party while the first caller is put on hold. 

 

5. Once the second party answers, talk with them as needed. 

Quick Tip: If you need to cancel the transfer, click Cancel Transfer or end the call.

 

6. When the call is ready to be transferred, click Complete Transfer.

✔ You should see a confirmation message that the transfer has been completed.

 
 
 

Voicemail Transfer

In some instances, a caller may need to reach out to a user that is not able to accept a transfer at the moment. If this is the case, the caller can instead be transferred to a user's voicemailbox to leave a message.

To transfer a caller to a user's voicemailbox…

1. While on an active call, click Transfer. 

2. In the Transfer to prompt, select Dial a new number.
3. In the Dial Pad menu, click or type 03 and the user's extension number.

For example… To send the caller to the mailbox of extension 100, I would type 03100.

If you have a general mailbox that is extension 500, you can type 03500.

 

4. Click the Call button. 

5. In the Complete transfer via prompt, select Blind transfer. 

✔ You should see a confirmation message that the transfer has been completed.

 
 
 

 

Park a Call

As an alternative to placing a call on hold, you can park the call to give other users a chance to handle the call for you. Calls that are parked can be retrieved from other devices and softphones that are able to see these parks. Some accounts may set up different parks for different departments/sites. 

There are two ways that a call can be parked: Static parking and Dynamic parking. To learn more about parking calls using these two different methods, read the module below:

Static Parking

If you would like to select the park that a caller will be transferred to and placed on hold, you can use static parking to do so. 

To place a call on hold using static parking…

1. While on the active call, click Park Call.

2. In the Call Parks menu, click the Park icon next to the park queue you would like to use.
 

✔ The caller will now be waiting on hold in the park queue listening to music.

You should now see a number on the Call Parks tab reflecting that there is a call parked. 

On the Call Parks page, you can view the parked call, the caller's information, and how long they have been waiting.

 
 
 

Dynamic Parking

If you do not need to select a specific park to park the call in, you can use dynamic parking to have the system park the call.

To dynamically park a call…

1. While on the active call, click Park Call.

2. In the Call Parks menu, click DYNAMIC PARK. 

✔ The caller will now be waiting on hold in a park queue listening to music.

You should now see a number on the Call Parks tab reflecting that there is a call parked. 

On the Call Parks page, you can view the parked call, the caller's information, and how long they have been waiting.

 
 
 

 

Retrieve a Parked Call

If a call has been parked, you can use StratusWEB PHONE to retrieve and handle the call. 

  1. Navigate to the Call Parks tab using the sidebar.
  2. Click the Retrieve icon next to the parked call you want to pick up.
  3. On the call notification that pops up, click ANSWER.

    ✔ Now you can use the active call menu and its features to speak with the caller and handle their call.

     

 

Conference Calling

For some calls, it may be imperative to merge another party into a call. This can be done using conference calling. 

To start a conference call on StratusWEB PHONE…

  1. On an active call, click Add Call.
  2. In the Add call prompt, select one of the following:
    • Choose from contacts - Select the contact of the person/company that will be receiving the transfer.
    • Dial a new number - Dial the extension number or phone number of the person that will be receiving the transfer.
  3. Click the Call button.

    ✔ You should now see a second call being start with the second party while the first caller is put on hold. 

     
  4. Once the second party answers, talk with them as needed. 
  5. If you need to speak with the first caller again, click Swap calls.

    Quick Tip: You can also click the call at the top that you would like to swap to. 

    Swapping calls will place the now inactive call on hold. 

     
  6. Once you are ready to merge the calls, click Merge calls.

    ✔ You should see a notification confirming that the calls are being merged.

    Once the merging is complete, you should now be in a conference call with the other participants.

     
  7. To end the conference call, click the End Call button.

    ✔ Doing this will place the participants on hold on their own calls.

     
  8. From here you can resume a call, speak with each party individually, and end each call as needed.

 

stratusweb phone web phone call features answer calls active calls conference calling transfer calls blind transfer assisted transfer voicemail transfer merge calls park calls dynamic parking static parking call contact retrieve parked call pick up parked call answer call reject call make a call place a call

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