Using softphone

The Voximplant Kit softphone is a dialer that allows you to make and receive calls. You can use the softphone directly from your Workspace or build the embeddable softphone into your system for processing calls.

To enable the softphone functionality, do the following:

1. Log in to your Voximplant Kit account.
2. Click Settings > General.
3. On the Call permissions tab, enable the Outbound calls switch to activate the softphone.

After the softphone is activated, you can start using it for outbound calls.

4. Click the Softphone icon in the bottom left-hand corner.
5. On the Contacts tab, the system displays the phone numbers of other users, groups, queues, and remote extensions assigned to the account.

6. If you want to call a user, select the user from the contact list. Clicking the user opens the user's card with detailed information.
7. Click the green button to start the call.

8. To call a queue, select it from the contact list. Click on the queue to open its card with the details and the members.

9. Click the green button to initiate the call. Once connected to an agent from the queue, you see the agent's card.
10. To call a user group, select it from the contact list. Clicking the group opens the group's card with the group details and members.

11. Click the green button to initiate the call. Once connected to an agent, you see the agent's card.
12. To call a remote extension, select it from the contact list. Clicking the remote extension opens the remote extension's card.

13. On the Keypad tab, dial a phone number and click the green button. You can change the caller ID if this option is enabled in the General settings section.

14. Review the call history on the Recent calls tab. The system displays missed, inbound, outbound, and transferred calls.

Here you can see the call date, time, duration and status. You can initiate an outbound call by clicking any missed contact.

The embeddable softphone is the advanced version of the Workspace softphone. You can embed it into your CRM or web applications for processing calls. The embeddable softphone allows you to use your application with the softphone functionality. The main difference of the embeddable softphone is that it supports agent statuses and allows calls from queues.

After you build-in the Voximplant Kit softphone, you can handle inbound and outbound calls.

1. Sign in to the embeddable softphone.

2. In the upper right-hand corner of the embeddable softphone, enable the switch to start receiving calls. Your status changes to Ready.

The softphone statuses are the same as the Workspace statuses. For more information, click here.

3. To answer an inbound call, click the green button. You can view the call data before accepting the call.

4. Click the red button to end the call.

1. Use the keypad to dial the required phone number.

2. On the call control panel, you can mute, put on hold, transfer, or end the call.

3. Click the Information button on the call control panel to view the associated tags and the contact card. Note that you can edit and update the contact cards of the existing contacts and create new contacts. You can add tags to a contact card if needed.

4. Click the Contacts tab to make an outbound call to a user, queue, group, or remote extension.

5. If you want to call a user, select the user from the contact list. Clicking the user opens the user's card with detailed information.
6. Click the green button to start the call.

7. To call a queue, select it from the contact list. Clicking the queue opens its card with the queue details and members.

8. Click the green button to initiate the call. Once connected to an agent from the queue, you see the agent's card.
9. To call a user group, select it from the contact list. Clicking the group opens the group's card with its details and members.

10. Click the green button to initiate the call. Once connected to an agent, you see the agent's card.
11. To call a remote extension, select it from the contact list. Clicking the remote extension opens the external user's card.

1. To transfer a call, click Transfer on the control panel and search for the required number by username or extension of a specific user, group, queue, or remote extension.

2. Click Ask first to notify an agent before transferring a call. If you transfer a call to a user group or a remote extension, you can Ask first or perform a blind transfer. For queues - only blind transfer is possible.

If you are transferring a call to an agent group, the system allocates the call according to the dialing strategy defined in the group settings. The options are:

2. If you want to transfer a call to an external phone number, click the Transfer to an external number button and dial the required number using the keypad.
3. After you transfer the call, you can drop it or hold on and monitor the conversation.
4. Click the red button to end the call.

1. Click the Recent calls tab to review the call history if needed. The system displays missed, inbound, and outbound calls.

2. To minimize the softphone panel, click the cross button under it.