How to Answer or Decline an Incoming Call

Respond to a call ringing in to your extension.

Before you start

Your phone system is connected and your account is registered (this happens automatically once you're set up — see Why Your Phone May Not Be Connected if calls never seem to ring through).

Steps

1. When a call comes in, the softphone panel pops up an incoming-call screen showing the caller's name (or number, or "Unknown" if neither is available), with the number underneath.
2. Click the green answer button to pick up, or the red button to reject it.

What you'll see

Answering connects the call — the button shows a brief "connecting" spinner, then the panel switches to the normal in-call view (see How do I use the in-call controls?). Rejecting ends the call from your side; depending on how your organization's phone system is configured, a rejected call may go to voicemail or ring elsewhere.

If Do Not Disturb or Auto Answer is turned on in your softphone settings, incoming calls behave differently — see How to Set Call Forwarding and Do Not Disturb