Using the Agent Softphone - Documentation

The Agent Desktop includes a browser-based WebRTC softphone. No software installation required.

Requirements

Modern browser: Chrome, Firefox, or Edge (latest versions)

Headset with microphone (recommended)

Stable internet connection (minimum 1 Mbps up/down per concurrent call)

Allow browser microphone access when prompted

Open your browser and navigate to the agent portal URL

Enter your username and password

Select your preferred status (Available, Away, etc.)

The softphone will initialize and connect to the server

Click-to-Dial: Enter a phone number in the dial pad and click the call button

Campaign Calls: Calls are automatically routed based on your campaign assignment

Transfer: Click the transfer button during an active call to send it to another agent or queue

Hold: Place the current call on hold while you look up information

Mute: Mute your microphone (the caller cannot hear you)

When an inbound call arrives:

A notification will appear with the caller's information

Click **"Answer"** to accept the call

Click **"Reject"** to decline (the call goes to the next agent in the queue)

After ending a call:

Select a **Disposition Code** from the dropdown

Add **Call Notes** if required

Set a **Callback** time if the contact requested a follow-up

Click **"Submit"** to complete the after-call work

When you need to step away:

Click your status indicator

Select a break code (Lunch, Meeting, Training, Personal, etc.)

Your status changes and no calls will be routed to you

Select **"Available"** when ready to receive calls again