Working with the internal softphone
Contents
Enabling the softphone feature
To enable the softphone functionality, do the following:
- Log in to your Voximplant Kit account.
- Go to Setup > General settings > Call permissions.
- Toggle the Enable outbound calls switch to activate the softphone.
Making calls to contacts
- In the top toolbar, click the Softphone icon to open the softphone window. The softphone has three tabs.
- Go to the Contacts tab. The system displays your contact center contacts. You can initiate a call to a user, group, queue, or remote extension by clicking the call button in front of the contact.
The contact list includes only users, queues, and groups with an extension number. By default, the tab contains only available contacts: groups in the Available status (provided there are Online or Ready employees), queues in the Available status (provided there are Online, Ready, Dialing, or In service employees), and agents in the Online and Ready statuses. Unavailable contacts are hidden, you can only see them by disabling the Only available switch in the Search field. When disabled, unavailable users, groups, and queues display in the list, BUT remain inactive.
- If you want to call a user, select them from the contact list. Clicking the user opens the user's card with detailed information.
- Click the green button to start the call.
- To call a queue, select it from the contact list. Click on the queue to open its card with the details and the members.
- Click the green button to initiate a call. Once connected to an agent from the queue, you see the agent's card.
- 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.
- Click the green button to initiate the call. Once connected to an agent, you see the agent's card.
- To call a remote extension, select it from the contact list. Clicking the remote extension opens the remote extension's card with detailed information.
Dialing a phone number and selecting a Caller ID
Go to the Keypad tab to manually dial a phone number. You most frequently use this tab when you need to call a customer back after your conversation in the queue has ended.
Depending on the General or group settings, the following Caller ID selection logic is implemented on the Keypad tab.
Cases | State of the Allow agents to manually select Caller ID setting | State of the Use automatic Caller ID selection setting | Caller ID selection |
Case 1 | Disabled | Disabled | The agent cannot select a Caller ID. The system makes a call from the Default Caller ID. |
Case 2 | Enabled | Disabled | The system makes a call from the Default Caller ID or from the Caller ID the agent manually selects from the list of available phone numbers. |
Case 3 | Disabled | Enabled (Randomly) | The agent cannot select a Caller ID. The system automatically selects a random Caller ID from the list of available phone numbers. |
Case 4 | Enabled | Enabled (Randomly) | The system automatically selects a random Caller ID from the list of available phone numbers, or the agent manually selects a Caller ID. |
Case 5 | Disabled | Enabled (By routing rules) | The agent cannot select a Caller ID. The system selects a Caller ID by routing rules or uses the Default Caller ID if no matches are found. |
Case 6 | Enabled | Enabled (By routing rules) | The system selects a Caller ID by routing rules or uses the Default Caller ID if no matches are found. The agent can manually select a Caller ID. |
An outbound call from the softphone when the agent cannot manually select a Caller ID (cases 1, 3, 5)
The system uses the Default Caller ID, selects a Caller ID by routing rules or uses a random phone number for an outbound call (depending on the settings).
An outbound call from the softphone when the agent can manually select a Caller ID and auto-selection is disabled (case 2)
The Call from field displays the Default Caller ID. To manually select a Caller ID, click the arrow icon and choose a phone number from the list of available options.
An outbound call from the softphone when the agent can manually select a Caller ID and random auto-selection is enabled (case 4)
The softphone informs you that a random Caller ID is selected for the call. To manually select a Caller ID, click the arrow icon, disable the Randomly switch, and and choose a phone number from the list of available options.
An outbound call from the softphone when the agent can manually select a Caller ID and auto-selection by routing rules is enabled (case 6)
The softphone informs you that a Caller ID is selected by routing rules. To manually select a Caller ID, click the arrow icon, disable the Routing rules switch, and and choose a phone number from the list of available options.
For manual selection, use the filter to search for the desired number.
Group settings take precedence over the contact center General settings. If manual Caller ID selection is allowed for all users but prohibited for your group, you cannot select the Caller ID in the softphone. Conversely, if manual selection is prohibited for all contact center users but allowed in your group, you can manually specify the Caller ID.
In the softphone, an agent's status does not change. However, if an agent is talking to a customer, the system does not distribute calls to this agent until the conversation ends.
Viewing call history
- Review the call history on the Recent calls tab. The system displays missed, inbound, outbound, and transferred calls. You can see the call date, time, duration, and status. You can initiate an outbound call by clicking any recent contact.
- If the Enable access to call recordings switch is activated for all or your group agents, you can listen to your call recordings. To play a recording, click the required call and click Play. If you want to share the recording with other employees, click the Copy link to audio icon.
