Handle Multiple Calls

In a busy work environment, you may need to answer more than one call at a time. The Mitel One mobile app enables you to answer an incoming call while you are already on another call.

Options for Answering a Second Incoming Call

When you are on one call, and you receive a second call, you have the following options:

• To accept the second call and end the first call, tap the End & Accept icon.
• To decline the second call and stay on the first call, tap the Decline icon.
• To accept the second call and place the first call on hold, tap the Hold & Accept icon.

Options for Managing Two Calls

When you have two calls connected at the same time, you have the following options:

• Mute: Prevents the other party from hearing your voice and any background noise.
• Dialpad: Enter the phone number of a contact using the keypad to call the contact. Also, you can use DTMF tones in an IVR.
• Speaker: Play audio using the speaker on your mobile device.

• Merge: Merge an active call with a call on hold to create a three-person conference call.

• Swap: Switch between two calls. This places the active call on hold and changes the call on hold to be the active call.
• Transfer To Held Call — Transfer the active call to the contact placed on hold.
• End call: Tap to end the call.

• The call information and options presented on the web application call screens will be the same as those presented on the mobile application call screens except that the mobile application call screen shows a call on hold and offers a swap call option because the mobile application always shows only one call screen at a time. In the web application, there is a call screen for each call; therefore, the call screen UI does not indicate the call on hold and does not offer swap because the call screen for the other call is displayed and can be directly accessed.