Call Toolbar

call toolbar launch icon

The Call Toolbar is a user interface that can be docked to the top or bottom of the desktop display and provides quick access to many core features including call handling, call preview information and call center tools.

Note: The Call Toolbar feature availability will vary by both Go Integrator Cara and Telephone system user and license type:

Standard features are available with SOLO, TEAM and UNITE user license

Example of standard user Call Toolbar:

standard user call toolbar

Call Center features are only available with the UNITE user license and Telephone system Call Center features:

Example of Telephone system Call Center and UNITE user:

telephone system call center unite user

To dock the toolbar, drag the bar to the top or bottom of the screen, then select "dock":

dock toolbar how to

Select "dock" again to reset the toolbar position, if required.


CRM Integration

The left-hand window of the toolbar displays call preview information including CRM integrated caller details plus target extension / group / queue name.

standard user call toolbar

Contact popping and Activity logging can also be triggered from within the window via the presented icons, if available with Add Contact displayed if the contact record is not found in all available address books.

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 address book or business CRM integrations available:

answer call icon

deflect call icon



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.

hangup call icon

Hang Up End the call. When using Softphone this icon will appear during an incoming call. If pressed the call will be declined.

hold icon

resume call icon

Hold/Resume Pause/Resume the call-the caller will hear hold music if available

consult transfer icon

Consult Place the current call on hold and transfer the call to another extension

transfer call icon

Transfer Blind transfer to another extension without introduction

complete transfer icon

Conference Call another party to join into a conference call with a current connected party

complete transfer icon

Complete Transfer Connect the original call to the transfer destination recipient and disconnect

cancel transfer icon

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

call pickup icon

Call Pickup Answer call ringing at another extension

send digits icon

Send Digits Softphone only: send DTMF during connected call

show contact icon

Show Contact Shows the full contact details, obtained from the directory

add contact icon

Add Contact Add the caller to the shared address book or integrated CRM business applications

contact icon

open contact icon

Open/Pop Contact Open the full contact details within an integrated CRM business application. The icon shown will relate to the CRM application (e.g. Google, Salesforce).

add call activity

show call task icon

Create and Show Call Task Creates and opens a call activity (call log) in an integrated CRM business application. The icon shown will relate to the CRM application (e.g. Salesforce, Dynamics) and also the type of entry: Contact, Account or Lead.
Send callback request email Send callback request email When the user is on an active call, creates a callback request email message that automatically contains the current caller details. When pressed, open's default email client to send email with connected call details included automatically

Note: The hold button is not utilized for transferring calls.

Answer and Deflect

An incoming call can be answered or deflected, depending on the device type in use.

incoming call answer deflect

Click the "Answer" button to connect the incoming call to your preferred device:

answer call icon

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

deflect call icon

After the Deflect button is clicked, the destination entry box appears.

deflect call destination entry box

Enter the extension name or number to deflect the call and then click the deflect button:

confirm icon

Or to cancel the deflection:

cancel icon

Hold and Hangup

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

standard user call toolbar

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

hold call icon

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

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

resume call icon

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

hangup call icon


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:

transfer call icon

Enter the transfer target telephone number into the dial entry box

blind transfer option

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

confirm icon

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

cancel icon

Consult Transfer

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

consult button

Enter the transfer target telephone number into the dial entry box

Consult transfer option

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

confirm icon

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

cancel icon

The Call Toolbar now shows the transfer destination with left and right arrow buttons to switch between the two connected calls if required (this does not switch the call between the connected parties, only the display window).

call toolbar display window switch

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

complete transfer icon

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

cancel transfer icon

Call Pickup

Calls ringing at another extension can be collected using the directed call pickup service.

Click the Pickup button to begin the call pickup function:

call pickup icon

Enter the name or number of the extension that is ringing. Matching co-workers are displayed to select from:

Contact type

Either enter the target extension number and then confirm or click the target user name from the list displayed. The call pickup is immediately initiated and the incoming call answered on the selected Preferred Device.

Outgoing Calls

Click the Make Call button to begin an outgoing call then click to confirm the number and begin dialing.

outgoing call window make call

Alternatively, the Telephone system user list can be searched by name if you wish to call a co-worker.

Contact type

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

standard user call toolbar

The display window shows the same information for both inbound and outbound calls. The 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.

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.

Callback email

(Added in release version 4.3.5)

callback email

The Callback email button appears for connected inbound calls on the Call Toolbar.

Click the "Callback email" button to send an email via the default email client that automatically contains the current caller information, including details retrieved from any matching CRM contact integration.

user call toolbar

Show Contact

show contact icon

"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 Go Integrator Cara window is displayed with action buttons:

directory contact window

Dial the selected telephone number:

dialing icon

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 Toolbar 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.

add contact icon

Entry not found in any address book:

add contact window

Entry found in all address books except PPL:

add contact window

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.

Related topics: Call Center.

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