Making and Taking Calls

Your softphone lives in the top bar, so you can make and take calls from any page in careCycle.

Your Availability

Your presence controls whether campaigns and transfers can ring you. Set it from your avatar menu (top right) under Connection status:

• Available (green): you can receive calls.
• Busy (amber): temporarily off the phones. Your organization may provide named reasons such as Break, Lunch, Meeting, or Coaching. A timed reason returns you to Available automatically; a reason without a timer remains active until you or a supervisor changes it. Organizations that have not configured reasons use the standard duration choices.
• On Call and Wrap Up are set for you automatically during and after calls.

The same menu has an Auto Answer toggle that picks up incoming calls for you; your avatar shows a small phone badge while it is on. Your organization may enforce Auto Answer, in which case you cannot disable it. See Agent Availability and Auto-Answer for timer safety and recommended configurations.

The call sources pill next to your avatar shows where your calls come from: "On air - N" when campaigns can ring you, with a popover listing each campaign as Live, Paused, or Off air. While you are on a call, wrapping up, or busy, sources pause automatically and resume the moment you are available.

Dialing Out

Click the keypad icon (Dial a number) in the top bar. Type or click a 10-digit number and press the green call button, or press Enter. The dial pad also has an address book for carrier and Medicaid lines, so calling a carrier on a member's behalf never means hunting for the number.

You can also call directly from a conversation with the phone button in the Inbox thread header. One call at a time: if you are already on a call, the dialer reminds you to finish it first.

Answering Incoming Calls

When a call comes in, a card appears with the caller's name and number, and the campaign or transfer destination associated with the call:

• Regular inbound: Answer or Decline.
• Warm transfer (Cora or a campaign is handing you a caller): Claim or Pass. After claiming, you may see a Warm Transfer Summary of the conversation so far; press Start Call when you are ready, or Pass it back.
• Transfer from a teammate: the card names the agent and shows their transfer note, plus whether it is a private consult or a bridge.

Only eligible Available agents enter the routing sequence, and careCycle rings them one at a time. The destination can allow 5 to 30 seconds for each agent and 10 to 120 seconds for the overall sequence. The overall timer can end the sequence before every eligible agent is tried. With Auto Answer, the timers are normally invisible because an available agent accepts immediately. They remain active as failure protection if the browser is disconnected or Auto Answer cannot complete. Otherwise, the countdown bar shows the time to accept, claim, or connect. If it runs out, the call passes to the next eligible agent or proceeds to fallback.

Campaign administrators can review the complete routing behavior in Agent-First Dialer Campaigns and Transfer Destinations.

Answering drops you into the call workspace.