Making Calls

As a Staff member, maaiiconnect lets you make two types of calls:

  • maaiiconnect calls are VoIP to VoIP calls from your maaiiconnect Dashboard or mobile app to visitors or customers through the maaiiconnect Widget using WebRTC-supported web browsers. They can also be the calls you make to your colleagues through their maaiiconnect Dashboard or App.

  • Dial pad calls are the calls you make from your maaiiconnect Dashboard or App to visitors, customers, or fellow staff members by dialling their landline or mobile phone numbers.

 

Browser Permissions for Microphone and Camera

When making or answering voice and video calls using maaiiconnect, your browser needs to have access to your device's microphone and camera.

Make sure your browser's camera and microphone permissions for the maaiiconnect Dashboard site or client-side pages (i.e., the pages with the maaiiconnect web widget or web view) are set to Allow. For more information, refer to the Microphone and Camera Permissions for Web Browsers section of this Guide.

 

maaiiconnect Voice Calls

You can make maaiiconnect calls from the Recent Connections area of your Workspace or from your Contacts List.

To make a maaiiconnect call from the Workspace:

  • Go to the Utility panel, where the Recent Connections area is displayed by default. The Recent Connections area lists all your ongoing conversations with visitors, customers, and fellow Staff members.
  • Click on the name of the room where you want to make a call.
  • On the chatroom panel, click on the call icon on the top-right corner.

Recent Connection

  • maaiiconnect will then initiate the call.

maaiiconnect call from the Recent Connections

To make a maaiiconnect call from your Contacts List:

  • On your Workspace, go to the Utility panel then click on the All Contacts tab.

All Contacts

  • On the Contacts List that will appear, scroll down through or search for the contact you wish to call then click on their name to open their Contact Details.

Staff Profile

  • On your contact's Profile window that will pop up, click on the Call button to initiate the call.

Ongoing call

 

Dial Pad - Voice Calls

You can make outbound calls using the dial pad.

To make an outbound call:

  • On your Workspace, go to the Utility panel then click on the Dial Pad tab.

Dial Pad

  • Check the Caller ID, which is your calling line identity (CLI) or display number. You may change your Caller ID from the default one if there are other options available in your maaiiconnect service.

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Caller IDs are not guaranteed to be displayed to your called parties.

  • Select the country code from the dropdown list, then type the phone number using the keypad.

Type the number in the Dial Pad

  • Click on the Call button to initiate the call.

Dial Pad call with PSTN Number

 

Call Settings

Before making an outbound call using the Dial Pad, you can change several call settings directly from there:

  • On the Utility Panel, click on the Dial Pad icon.
  • Click on the Gear icon beside the country code dropdown box.

On the Call Settings pop-up window that will appear, the following options are available:

  • Caller ID / Engagement Number - lets you select your Caller ID and enable or disable Engagement mode. Refer to Engagement Mode for more details.
  • Call Forwarding - lets you enable or disable Call Forwarding. Refer to the Call Forwarding section of this Guide for more details.

Call Settings

After making the necessary changes, click on Confirm.

 

Engagement Mode

When making outbound calls to customers or visitors, Staff members can set the virtual phone number they are using as their Caller ID in Engagement mode.

Engagement is a maaiiconnect call feature that creates an engagement binding between a visitor and the Staff member who called them using a virtual number such that the next time the visitor calls using the same number, they will be directly routed to the same Staff member who called them the first time.

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To enable or disable Engagement on a virtual number, refer to the Virtual Numbers section of this Guide.

To enable Engagement Mode using the Dial Pad:

  • On the Utility Panel, click on the Dial Pad icon.
  • Click on the Gear icon beside the country code dropdown box.
  • On the Call Settings pop-up window that will appear, under Caller ID / Engagement Number, click on > beside the phone number.
  • On the Select Caller ID pop-up window that will appear, toggle the Engagement Mode button ON.

Select Caller ID

  • Select the phone number you wish to use from the list of suggestions.
    • You may click on Auto Select to let maaiiconnect select the number for you.

Engagement Mode

  • Close the Select Caller ID pop-up window, then back on the Call Settings window, click on Confirm.

When a Staff member calls a phone number while in Engagement mode, the Staff member will have the option to save the called party's contact details and create an inquiry room for them.

  • A. If the dialled phone number is not yet saved as a Contact, maaiiconnect will prompt the Staff member to save the called party's contact details via the pop-up Contact Information window. Clicking on Save on this window automatically creates an inquiry room.

Prompt to save contact and create an inquiry room during an outbound call in Engagement mode

 

  • B. If the dialled phone number is already saved as a Contact, maaiiconnect will prompt the Staff member to create an inquiry room. The Staff member may also then edit the called party's contact details.

Prompt to create an inquiry room for saved contact during an outbound call in Engagement mode

 

Video Calls

For more details about making a video call, refer to the Video Call and Screen Share section of this Guide.

 

Call Log

Every time you or anyone else makes or answers a call on maaiiconnect, it logs a call history into the room.
This Call Log contains the following details :

  • Caller Information
  • Called Party Information
  • Call Details
    • Start Time
    • Direction
    • Status & Duration
  • Call ID

Call Log

Updated 4 days ago



Making Calls


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