# Make and receive a call Dial, answer, mute, put on hold and take notes during the call. - Role: Everyone - Duration: 4 min - On: Web, Mac, iPhone, Android - Learning Centre: https://callizy.ca/en/apprendre/passer-et-recevoir-un-appel - Agent path · Lesson 2 - Open this screen in Callizy: https://app.callizy.ca/en/dashboard ## This lesson’s video [Make and receive a call](https://media.callizy.ca/apprendre/apprendre-agent-2.mp4) · 1:56 Video in French with English subtitles. The English version is coming. - 0:00 What you need - 0:18 Available or Do not disturb - 0:31 Call a customer - 0:48 During the call - 1:12 Switch screens during a call - 1:27 Receive a call ## Before you start - Callizy open in a browser tab, or the Mac app. - A microphone: the computer's, or better, a headset. - Are you a manager? First switch to the **Phone** space, at the bottom of the Administration sidebar. ## Step by step 7 steps, about 4 min. Screenshots show Callizy in French. Button names are given in English. ### 1. Check your status (10 s) At the bottom left, under your name: **Available**. Your calls ring here. ![The bottom of the Callizy side menu: below the "Colleagues" list, your name with the "Available" status in green and the "Agent" role.](https://callizy.ca/images/apprendre/guides/passer-et-recevoir-un-appel-1.webp) ### 2. Need some quiet? (10 s) Click your name, then **Do not disturb**: calls no longer ring for you. Click again to become available again. ![The profile menu at the bottom of the sidebar, with the cursor on the “Do not disturb” switch, above “My Profile”, “Get the app” and “Logout”.](https://callizy.ca/images/apprendre/guides/passer-et-recevoir-un-appel-2.webp) ### 3. Dial a number (20 s) A number that isn't in your contacts? Click **Dial a number**, the keypad next to the search: it opens on “New number”. Type the number, then **Call**. The first time, the browser asks for the microphone: allow it. ![The Callizy phone keypad, titled “New number”: the number field is empty, with keys 0 to 9 and the “Call” button at the bottom.](https://callizy.ca/images/apprendre/guides/passer-et-recevoir-un-appel-3.webp) ### 4. Or call a customer (20 s) Search for them, open their conversation, then, in their contact card on the right, click **Call**. They see the company number, not yours. ![A contact’s card in Callizy, tagged "Prospect", with the large purple "Call" button below the name, then the "Info", "Tasks" and "Notes" tabs.](https://callizy.ca/images/apprendre/guides/passer-et-recevoir-un-appel-4.webp) ### 5. During the call (1 min) The call panel opens below the conversation, with the timer. **Mute**: the customer can no longer hear you. **Keypad**, if a phone menu asks for a digit. **Hold**: the customer hears hold music, and **Hang up** and **Transfer** stay greyed out until **Resume**. Under **Quick notes**, **Save** files the note in their contact card, Notes tab. ![A call in progress in the dashboard: a note typed in “Quick notes”, the “Mute”, “Keypad”, “Hold”, “Transfer” and “Hang up” buttons, and the keypad open.](https://callizy.ca/images/apprendre/guides/passer-et-recevoir-un-appel-5.webp) ### 6. Switch screens, then hang up (10 s) You open another screen, Contacts for example? The call follows you in a bubble, at the bottom right; one click expands it, with the call controls. All done: **Hang up**. ![The bar of a call in progress: a green dot, the call time at 00:30, a contact’s name and the red button to hang up.](https://callizy.ca/images/apprendre/guides/passer-et-recevoir-un-appel-6.webp) ### 7. Receive a call (10 s) At the top right, the caller's name appears, or their number. **Accept**: their conversation opens, with their contact card. **Reject**: the call no longer rings for you and follows the path set by your manager, often voicemail; the missed call stays in your inbox. ![The incoming call alert in Callizy: the caller’s name and number, then the green "Accept" button and the red "Reject" button.](https://callizy.ca/images/apprendre/guides/passer-et-recevoir-un-appel-7.webp) ## Key points - For your calls to ring here, keep Callizy open and stay Available. - Your customers see the company number, never your cell phone. - A call rings on all your devices, computer and phone: answer wherever you like. ## Not working? ### Calls don't ring for you 1. Is your status **Available**, and not **Do not disturb**? 2. Is Callizy open in a tab? See [My phone doesn't ring](https://callizy.ca/en/apprendre/telephone-ne-sonne-pas). ### The other person can't hear you 1. Is the microphone muted? Click **Unmute**. 2. Allow the microphone in the browser: see [Call quality, microphone and headphones](https://callizy.ca/en/apprendre/qualite-d-appel). ### Callizy shows “Phone not connected” 1. The phone is connecting: try again in a few seconds. 2. Still nothing? Reload the page. ### Callizy shows “Tab inactive” 1. Another Callizy tab is controlling the phone: click **Resume here**. See [“Tab inactive”: take the phone back](https://callizy.ca/en/apprendre/onglet-inactif). ### Callizy shows “Too short (min 8 digits)” 1. Check the number: 10 digits for Canada and the United States, area code included. ### Callizy shows “Unable to start the call” 1. Check your Internet connection, then call again. 2. Check that the browser is allowed to use the microphone. ## Frequently asked questions ### Can I transfer the call? Yes, with the **Transfer** button in the call panel: see [Transfer a call](https://callizy.ca/en/apprendre/transferer-un-appel). ### What if I don't answer? The call follows the number's path: your colleagues, voicemail, or the AI receptionist if it is connected. The missed call stays in your inbox. See [Choose who answers a number](https://callizy.ca/en/apprendre/qui-repond). ### What if the customer hangs up while on hold? Callizy lets you know: “Client hung up”. The call stays in their conversation. ### Can I call from my cell phone? Yes, with the app: on the **Keypad**, the call goes out with the company number. See [Install the app](https://callizy.ca/en/apprendre/installer-les-apps). ## Video transcript Make and take a call. Right in your browser. Here's the result: a call in progress, in Callizy. “Mute”, “Hold”, the “Keypad” and your notes, all in one place. To get there, you need Callizy open in a tab, and a microphone. A headset is even better. Bottom left, your status: “Available”. Your calls ring here. Need some quiet? Click your name, then “Do not disturb”. Calls no longer ring for you. Click again, and you're available again. A number that isn't in your contacts? The keypad, next to the search: type the number, then “Call”. For a client, it's simpler. Search for her: Sophie. Open her conversation. In her contact card, on the right: “Call”. Sophie sees the company number, not yours. The call panel opens below the conversation, with the timer. “Mute”: Sophie can't hear you. Click again to speak. The “Keypad”, if a voice menu asks for a digit. “Hold”: Sophie hears hold music. While on hold, “Hang up” and “Transfer” are greyed out. “Resume” to come back. Take notes during the call. “Save”: the note goes to her contact card, in the “Notes” tab. Switching screens, say to “Contacts”? The call follows you, in a bubble at the bottom right. One click expands it, with the call controls. Done? “Hang up”. Remember one rule. For your calls to ring here, keep Callizy open, and stay “Available”. Speaking of which: a call. Top right, the caller's name: Daniel Côté. Not free? “Reject”. If no one answers, the call follows the path your manager set up, often voicemail. The missed call stays in your inbox. One last step: “Accept”. His conversation opens, with his contact card. You're on the call. Daniel wants to talk to Samuel? That's the next video: transferring a call. Callizy, the phone that answers when you can't. Updated October 26, 2026.