Preview Window

Created by Christopher Tuzzeo, Modified on Wed, 30 Aug 2023 at 09:10 AM by Christopher Tuzzeo

The Preview window presents an discreet notification windows containing information about the caller when a call is made or received. It also offers call control and additional actions such as open contact data or write to activity log, depending on your configuration. 
Note: not all device types support call control. So your Preview window may look or behave differently from the screenshots in this section.

By default, the Preview window is hidden after 10 seconds (this can be changed in Configuration > Interface). Hover the mouse over the tray status indicator icon to display the Preview window again.


The preview window can be re-positioned to snap to any quarter of the screen.

Drag the preview window by the header and drop into the desired quadrant:

Note: When the preview window reappears, it will snap to a fixed position the chosen quarter of the screen.

Preview information

The Preview window can display contact name, company name, telephone number and location (if available) along with additional notes, all retrieved from any integrated CRM. Additionally, the Preview window displays the connected device name in use and the duration of the call.

The Preview window provides both call control action buttons (if supported by the device) as well as contact or CRM action buttons.

Call Control and Actions

The following actions and controls are available from the Preview window when a call is in progress but depending on the device in use and the CRM actions available:

Answer/Deflect - When a call is ringing, you can choose to answer the call by clicking the "Answer" button or deflecting it (transfer it without answering it) to another extension.

Hang up - End the call

Hold/Resume - Pause/resume the call - the caller will hear hold music if available. Note: The hold button is not utilized for transfering calls. Instead the Consult button would typically be used.

Consult - Place the current call on hold and start a consultation call to the new extension or number

Transfer - Perform an immediate (blind) transfer to another extension or number

Complete transfer - Connect the original call to the transfer destination recipient and then leave the call yourself

Cancel transfer - Cancel the call to the transfer recipient and return to the original call

Send Digits (Softphone only) - Send DTMF digits during a connected call

Add Contact - Show the Add Contact form to all you to quickly add the caller to one of the connected CRMs.

Open/Pop Contact - A rectangle button with rounded corners signifies a CRM action button. The icon shown will relate to the CRM application (e.g. Google, Salesforce). If you have more than one CRM connected, then each CRM's buttons will use a different rectangle color.

CRM action buttons - In addition to "show contact" buttons, some CRMs also have buttons for other actions. The icon and tooltip text provides information about the purpose of the button.

Answer and Deflect

An incoming call can be answered or deflected, depending on the device type in use. Click the "Answer" button to connect the incoming call to your preferred device:

Click the "Deflect" button to enter the destination to redirect the call to without answering:

After the Deflect button is clicked, the number entry box appears. Enter the extension or external telephone number to deflect the call to and then click:

To deflect the call or to cancel the deflection click:

Hold and Hangup

A connected call can be held, transferred or disconnected, depending on the device type in use.

Click the "Pause" button to place the current connected call on hold:

(caller hears hold music if enabled in telephone system).

Click the "Play" button to retrieve the held call:

Click the "Hangup" button to end the call and disconnect the other party:


Calls can be transferred with either a "consult" introduction to the transfer target destination, or "blind" without any introduction.

Blind Transfer

To transfer the call without an introduction, click the "Transfer" button:

Enter the transfer target telephone number into the dial entry box:

Click the "confirm" button to transfer the call to the target recipient:

Or click the cancel button to return to the call without transferring:

Consult Transfer

To transfer the call with an introduction, click the "Consult" button:

Enter the transfer target telephone number into the dial entry box:

Click the "confirm" button to place the current call on hold and call the target recipient:

Or click the cancel button to return to the call without transferring:

The Preview window now shows the original call in "HeldXfer" state and a new, overlapping Preview window for the outbound transfer destination. The Preview window header can be clicked to switch the display between the two parties (this does not switch the call between the connected parties, only the display window).

Click the "Complete transfer" button to connect the two parties and disconnect from the call:

Or click the "Cancel transfer" button to disconnect the outbound call and return to the original call without transferring:

Outgoing Calls

The Preview window appears for both inbound and outbound calls.

Initially the call status will be "Dialing".

The other information and icons displayed will depend on whether the telephone number is already found within any address books or integrated CRM applications and which device is used to make the outgoing call.

Once answered and "Connected", the Preview window will offer call handling buttons, dependent on the device used to make the outgoing call.

NOTE: The outgoing call process will vary with the preferred device type selected – a "dialback" may need to be answered first by the selected device before the outgoing call is made.

Show Contact

"Show Contact" will open the contact within the integrated CRM application or address book.

If the contact is found in the telephone system directory, a window is displayed with action buttons:

Dial the selected telephone number:

If the contact is found in the user's Personal directory, the option to Edit/Save or Delete is also presented.

Add Contact

When the call Preview window displays a call that is not yet found in any integrated address book (or is found in some but not all integrated address books) the Add Contact icon is displayed. This offers a quick method to insert the contact details into multiple locations.

Entry not found in any address book:

Entry found in all address books except PPL:

Select which integrated address book "Type" to add the contact into and either "Save" or "Save and Edit" to also open the contact within the selected address book. The stored details are then used to add to the next selected address book "Type" to quickly duplicate the contact record into multiple locations.

Multiple calls

When multiple parties or calls are in progress, the Preview window will "stack" each call with the currently active call initially at the front. Clicking on the window header will bring an inactive Preview window to the front and into view:

NOTE: Selecting another Preview window does not affect the connected call status.

Missed Calls Notification

If a call is presented but the caller abandons before being answered, the Missed Call notification window is displayed and remains on screen until acknowledged or actioned.

Close Window

Select "x" to close the preview window:

NOTE: Closing the preview window does not end the call

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