Web & Desktop Phone Calls

IN THIS ARTICLE

• Introduction to Web & Desktop Calling
• Softphones on Web & Desktop
  • Placing Outbound Calls
  • Receiving Incoming Calls
  • Managing Your Call Availability
  • Incoming Call Notifications
  • In-Progress Calls
  • Transferring Calls
  • Adding and Merging Calls
  • Audio & Mic Settings
  • 911 Calls
  • Troubleshooting Softphone Calling
• Proxy Calling on Web & Desktop
  • Placing Outbound Proxy Calls
  • Proxy Calling Troubleshooting 

Introduction to Web & Desktop Calling

When you use Spruce on your computer, you can place calls in two ways:

• Softphones – Make and receive calls directly in the Spruce app on your computer, either in a web browser or through the desktop app. Using your internet connection along with your microphone and speakers or headset, you can place and answer calls without needing a separate phone.
• Proxy Calling – Make outbound calls from Spruce using another phone, such as a cell phone or landline. Proxy Calling has typically been a workaround for international virtual assistants (VAs) who don’t have a US-based phone number. With Proxy Calling, you’ll dial a special number to connect the call, so the recipient sees your Spruce number instead of your personal one. Note that Proxy Calling does not support inbound calls on your computer, and for most users, Softphones are recommended.

You can choose your preferred method in Settings > My Call Settings. These settings only apply to your account and will not affect your teammates. Learn more about My Call Settings.

Softphones on Web & Desktop

Getting Started with Softphones 

Before you can make or receive softphone calls, your account must have softphones enabled as your calling preference for web browsers and the desktop app.

This article will walk you through how to check your call settings and start using softphones.

Download the Spruce Desktop App for the Best Experience

We recommend using the Spruce Desktop App for softphone calls because it offers:

• More reliable incoming call notifications, thanks to better integration with your computer’s operating system.
• No chance of missing calls in one of many open browser tabs.
• A smoother and more consistent calling experience.

Important: To receive calls, the Spruce app must be open and running (it can run in the background). If it is closed, calls will not ring on your computer.

Download the Spruce Desktop App.

Placing Outbound Softphone Calls 

Calling from the New Button

1. Click the New button in the upper left corner.
2. Select Phone Call.
3. In the Call To field, type a phone number or contact name.
4. Choose the Spruce number to display as your caller ID.
5. Click the green Call button to start the call.

Calling from a Conversation 

1. Open the conversation with the person you want to call.
2. Click the Phone icon.
3. If the contact has more than one number, choose the one you want to call.
4. Select the Spruce number to display as your caller ID.
5. Click the green Call button to start the call.

Tip: You can also start from conversation details by clicking the info (i) icon in the upper right.

If you do not see the phone icon, it means there is no phone number saved for that contact. 

Calling from a Contact Card 

1. Open the contact card.
2. Click the blue Phone icon under their name.
3. If they have more than one number, choose the one you want to call.
4. Select the Spruce number to display as your caller ID.
5. Click the green Call button to start the call.

Receiving Incoming Softphone Calls 

When someone calls your Spruce number, the call will ring on your cell phone and on any other devices, numbers, or VoIP desk phones listed in the ring list. All phones / devices in the list will ring at the same time, and the first person to answer will connect with the caller. Learn more about managing your phone number’s ring lists.

Important: To receive calls on your computer, Spruce must be open and running in either the desktop app or in a web browser tab. If Spruce is closed, calls will not ring on your computer.

If you’re having trouble receiving incoming call notifications on your computer, see our troubleshooting guide.

Managing Your Call Availability and Settings

These settings determine whether or not you will receive inbound calls that are directed to you from a phone number or saved ring list. They apply only to your account.

Call Availability Indicator

When softphones are enabled, a call availability indicator appears in the upper right next to your avatar. It shows your availability and links to My Call Settings.

Possible Statuses: 

	Available – You can receive calls.
	Unavailable – Calls will not ring through to you.
	Notifications Disabled – You can receive calls but will not get a push notification.
	Connection Error – There was a problem connecting to your device. Refresh your browser or restart the app to resolve.

My Call Settings

Here you control how and where Spruce rings you for incoming calls. These settings only affect your account.

For full details on managing My Call Settings, see this article. 

Incoming Call Notifications 

You will get incoming calls for any Spruce number or call flow where your user account (not phone number) is listed in the ring list. 

To receive calls for a specific Spruce number, make sure your account is included in that number’s ring list. Learn more about managing ring lists.

In-App Call Notifications

When you get a call in the Spruce desktop app or browser:

• You will hear a ringing sound.
• A dialog will appear with the caller’s name, number, and any phone tree option they selected.

From the dialog, you can:

• Answer – Take the call
• Ignore – Dismiss the notification. The call will still ring for other people in the ring list.

The call status indicator also updates with the incoming call details.

If you are already on a call and a second call comes in, you can:

• Hold & Answer – Put your current call on hold and answer the new one.
• End & Answer – Hang up your current call and answer the new one.
• Ignore – Let other ring list members answer the second call or let the call go to voicemail. 

Push Notifications

Turn on notifications in your browser or desktop app so you do not miss calls. The Spruce Desktop App usually delivers call notifications more reliably than a browser.

• Web Browser: Shows “Incoming call from Spruce.” Clicking it opens the Spruce tab.
• Desktop App: Shows “Incoming call from Spruce.” Clicking it brings the app into focus.

For help fixing notification issues, see our Push Notifications Troubleshooting article.

Managing In-Progress Calls 

In-Progress Call Settings

The following settings can be managed while you’re on an active call: 

• Hold – Places the call on hold. The caller will hear hold music, and you will not hear the caller.
• Mute – Mutes your microphone so the caller cannot hear you. You can still hear the caller.
• Keypad – Use the on-screen keypad or type numbers on your keyboard to enter a PIN or navigate a phone menu.
• Audio – Opens the audio settings to adjust your microphone and speaker. You can check out our troubleshooting article for detailed tips.

Call Quality and Call State Indicators

Call Quality – The bars in the upper-left corner show your current connection strength. Clicking on the bars opens a dialog with more details about your call connection and the option to rate the quality of your call. 

Call State – In the top center, you will see the current stage of your call such as Connecting, Active, On Hold, or Ended.

Multiple Calls

If you have more than one call in progress, you will see them listed in the panel on the left.

• Only one call can be active at a time.
• Any other calls will automatically be on hold.
• To switch calls, unhold the one you want to talk on. Your current call will be placed on hold.
• Clicking a call in the list will show its controls on the right, but it does not change the call’s hold status.

Transferring Calls

Cold Transfer

A cold transfer sends the caller directly to another person without you speaking to them first. This is useful when you simply want to pass the call along without an introduction.

To place a cold transfer:

• Click the Transfer button.
• Select Cold Transfer as the transfer type.
• Enter the Transfer Destination (name, extension, or phone number).
• Click the green Transfer button to complete the transfer.
• If you change your mind before completing the transfer, click Cancel to stay on the current call.

Warm Transfer 

A warm transfer allows you to speak to the person receiving the call before connecting them with the caller. This gives you the chance to explain the reason for the call or confirm they are ready to take it.

To place a warm transfer:

• Click the Transfer button.
• Select Warm Transfer as the transfer type.
• Enter the Transfer Destination.
• Click the green Place Call button to connect with the transfer destination.
• When ready to connect them with the caller, click the green Complete Transfer button.
• If you decide not to continue, click Cancel to return to the original caller.

Adding and Merging Calls

Adding and merging calls creates a group call where all participants can hear and speak to each other.

To add and merge a call:

• Click the Add Call button.
• Enter the number for the call you want to add and place the call.
• When ready to merge the calls, click the green Merge button to combine them into a single group call.

Note: You can only merge calls that are added during an in-progress call. Two separate existing calls cannot be merged.

Audio & Mic Settings For Softphones

Using Spruce in a Web Browser

• You need to give Spruce permission to use your microphone and speakers.
• When prompted by your browser, click Allow for both.

To check your browser permissions:

• In Chrome:
  • Click the settings icon next to the address bar, then make sure Microphone and Sound are set to Allow.
• In Firefox:
  • Click the microphone icon in the address bar to adjust permissions.
• In Safari:
  • Go to Safari > Settings for This Website, then set Microphone to Allow.

Using the Spruce Desktop App

• You must grant Spruce microphone access in your computer’s operating system settings.
• Check your system’s privacy or permissions settings to make sure Spruce is allowed to use your mic.

To check your system permissions:

• Mac:
  • Go to System Settings > Privacy & Security > Microphone.
  • Then make sure Spruce is allowed to access the microphone.
• Windows:
  • Go to Settings > Privacy > Microphone.
  • Then make sure Spruce is allowed to access the microphone.

Need More Help?

See our troubleshooting article for detailed steps on adjusting and testing your audio settings.

911 Calls Using Softphones  

• You can dial 911 the same way you would call any other number.
• The call will be routed to your local emergency dispatch center.
• The call will use the e911 address registered to your phone number so responders know your location.

Tip: Make sure your e911 address is up to date. This ensures emergency services can reach you quickly. Learn more about e911 registration.

Troubleshooting Softphones on Web & Desktop

If you’re having trouble with softphone calling on your computer, check out our troubleshooting article for steps you can take. 

Proxy Calling on Web & Desktop

Proxy Calling allows you to make Spruce calls from any phone, even if that phone does not have Spruce on it. This means you can call patients or clients and they will see your Spruce number, not your personal number.

To place a proxy call, you will start the call from Spruce and then will be prompted to dial your Spruce number. This connects the call through Spruce so the recipient will see your Spruce number on their caller ID, keeping your personal number private. 

Note: Proxy calling is for outbound calls only. You cannot receive incoming calls through proxy calling.

Getting Started with Proxy Calling

Before you can place proxy calls, your account must have Proxy Calling set as your calling preference for web browsers and the desktop app. 

This article will walk you through how to manage your call settings. 

Placing Outbound Proxy Calls

You can start a proxy call from the New + button, from a conversation, or from a contact. The steps are almost the same in all cases.

From the New + Button

1. Click the New button in the upper left.
2. Select Call.
3. In Number to Call, enter the number you want to dial.
4. Choose the Caller ID you want the other person to see.
5. In Device Number, enter the number of the phone you will be using to make the call. This can be a cell phone, landline, or other phone system.
6. Under Step 2: Dial Number, Spruce will show you the number to dial from your phone. Call this number to connect your call.

From a Conversation

1. Open the conversation with the person you want to call.
2. Click the Phone icon.
3. The number will be filled in automatically.
4. Adjust the Caller ID or Device Number if needed.
5. Under Step 2: Dial Number, use the number provided to place the call from your phone.

From a Contact

1. Open the contact’s profile.
2. Click the Phone icon.
3. The number will be filled in automatically.
4. Adjust the Caller ID or Device Number if needed.
5. Under Step 2: Dial Number, use the number provided to place the call from your phone.

Proxy Calling Troubleshooting 

If you are having trouble placing proxy calls, here are some things to check for.

Dual SIM phones

If your device has two SIM cards, make sure the number you are calling from matches the mobile phone number listed in your Spruce account.

• You can update your Spruce account phone number under Settings > Account > Mobile Phone Number.
• Or on your phone, choose the correct SIM before making the call.

How to check your default SIM:

• iPhone:
  • Go to Settings > Cellular (or Mobile Data) > Default Voice Line.
• Android:
  • Go to Settings > Network & Internet (or SIM cards).
  • Look for Calls, Preferred SIM for Calls, or Default SIM for Calls.

Incorrect outgoing Caller ID

If you use Google Voice or another calling app, make sure your outgoing Caller ID matches the mobile number in your Spruce account.

How to check your Caller ID setting:

• iPhone:
  • Go to Settings > Phone > Show My Caller ID.
• Android:
  • Open the dial pad in your phone app.
  • Tap 3 vertical dots > Settings > Supplementary service > Show your caller ID

Caller ID Hidden

It is possible your Caller ID is hidden in your device settings. If so, the call will not go through.

How to unhide Caller ID:

• iPhone:
  • Go to Settings > Phone > Show My Caller ID.
  • Then make sure it is turned on.
• Android:
  • Open the dial pad in your phone app.
  • Tap 3 vertical dots > Settings > Supplementary service > Show your caller ID.
  • Then make sure “Never” is not selected.

Note for Verizon customers: Some Verizon customers cannot change this setting on their device. If this happens, and you have already followed the steps above, please contact Spruce Support.

Using Google Voice on Android

If your phone automatically redirects Spruce calls through Google Voice, you will need to clear the default calling app so your phone uses Spruce instead.

To clear Google Voice as the default:

• Go to Settings > Apps > Voice (Google Voice app) > Set as default > Clear defaults.

Related Articles

• Troubleshooting Calls on Web & Desktop - Having trouble with calls on your computer? Use this guide to troubleshoot common calling issues.
• Mobile Phone Calls - This article goes over placing and receiving calls in the Spruce app for iPhone and Android.
• International Calling - Check out this article for details about international calling on Spruce.
• Call Recording - Learn how call recording works on Spruce in this article.
• Managing Spam Calls and Blocking Numbers - Read this article for details on blocking calls in Spruce.