Webphone

Webphone

  1. Overview

    The Webphone allows agents to make, receive, and manage calls directly within the platform using a web-based dialler. It supports essential telephony functions like dialing, transferring, holding, and managing contacts..

    How to access Webphone

    You can open the Webphone in two ways:

    • Method 1: Navigate via the Sidebar:

      • Call Center Icon ➝ Webphone

    • Method 2 : Click the Phone Icon in the top navigation bar.

    Webphone Screen Layout

    1. Navigation Tabs

    • Dial: Keypad for number input and calling.

    • Call Log: History of past calls.

    • Contacts: List of saved contacts.

    1. Dial Pad Section



    1.  Active Call Area (Right Panel)

    • Displays caller name and number

    • Live call duration

    • Action icons during the call:

      • Mute/Unmute Microphone

      • Hold/Resume

      • End Call

    Using the Webphone

    Make a Call

    Steps:

    1. Open the Dial Tab.

    2. Use the keypad to select a contact from the favourites list or saved contacts.

    3. Click the Call button.

    4. The active call will appear in the right-hand panel with live status.

    Receive a Call

    Steps:

    1. When a call arrives, an incoming call notification appears.

    2. Click Accept to answer or Reject to decline the call.

    • The call will be received in the call widget if you are not on the screen of the webphone.


    Managing Call Queues

    If you are part of a call queue, you can view and answer calls that are waiting.

    Steps:

    1. When one or more calls are waiting in your queue, a red notification banner will appear, indicating the number of waiting calls.

    1. Click on the notification to open the Waiting calls window.

    1. This window displays a list of all waiting callers, along with their phone numbers and the duration they have been waiting.

    2. To answer a specific call from the list, click the three-dots menu (...) next to the call details and select Pick-up.

    During a Call

    You can perform the following actions:

    • Mute/unmute the microphone.

    • Hold the call and resume it as needed.

    • End the call using the red button

    • Transfer a Call

    Steps:

    1. While on a call, click the Transfer icon.

    2. Enter the extension or select the queue.

    3. The call will be transferred to the selected destination and ended from your end.

    • Related Articles

    • Contacts

      Overview The Contacts tab in the Webphone interface allows agents to manage and call saved numbers with ease. This functionality enhances efficiency by keeping a personalized list of customers or frequent contacts directly accessible during work How ...

    • Users

      Users Overview The user module enables administrators to manage system users by adding, editing, and deleting users and assigning roles and extensions, ensuring efficient user management and role allocation. How to access Users Settings Sidebar => ...