Taking and making calls
Browser calling, transfers, wrap-up, recordings and monitoring.
Overview
KitoDesk makes and receives calls in the browser through your workspace's voice provider. What you can do during a call depends on that provider.
Before you begin
Set yourself to Available and keep KitoDesk open - incoming calls ring your browser. Grant microphone permission the first time.
Incoming calls
A call card shows the caller's name, number, open tickets and recent history. Choose Answer or Decline. If nobody answers, the caller waits in the queue on the live board.
During a call
| Control | What it does |
|---|---|
| Mute | Stops your microphone |
| Hold | Pauses the caller |
| Keypad | Sends digits for menus and extensions |
| Transfer | Moves the call to a teammate or outside number |
| End | Ends your leg of the call |
Unavailable controls are greyed out for providers that cannot do them.
Transfers
- Cold - hands the caller over once the teammate accepts.
- Warm - you speak to the teammate first, then complete the handoff.
- Add to call - everyone stays on together.
- On Africa's Talking you can also transfer to an outside phone number.
After the call
Pick an outcome (resolved, needs follow-up, callback, escalated, no action), add a note and optionally open a ticket. Outcomes feed voice analytics and can trigger automation.
Recordings and monitoring
Calls may be recorded depending on provider and settings. Only roles with the recordings permission can play recordings or read transcripts, and every access is logged. If you see a Monitored by label, a supervisor is listening or coaching on the call.
Common issues
- The call connects but I hear nothing. Check the browser microphone permission and your output device.
- Transfer button is greyed out. Your provider does not support agent transfer; on Africa's Talking use outside-number transfer instead.
Provider capabilities
Generated from the voice provider definitions in the API source. A greyed-out button in the app means the provider cannot do it.
| Provider | Mute | Hold | Keypad | Agent transfer | Warm transfer | Add to call | Outside number | Monitoring |
|---|---|---|---|---|---|---|---|---|
| Twilio Voice | Yes | Yes | Yes | Yes | Yes | Yes | No | Yes |
| Africa's Talking | Yes | Yes | Yes | No | No | No | Yes | No |
| WhatsApp Calling | Yes | No | No | No | No | No | No | No |
| Yeastar PBX | No | No | No | No | No | No | No | No |
| Browser calls | Yes | No | No | No | No | No | No | No |
- Twilio Voice: Hold, transfer and supervisor modes use the Twilio conference. Validate them on a live number before relying on them.
- Africa's Talking: Africa's Talking calls support mute, hold, keypad and transfer to an outside number. Agent-to-agent transfer and supervisor modes are not available.
- WhatsApp Calling: WhatsApp Business Calling has no hold, keypad or transfer.
- Yeastar PBX: Use the desk phone or Linkus for in-call controls. KitoDesk records the call and its outcome.
- Browser calls: Browser-to-browser calls support mute only.