Overview: Softphone workspace (App)

This article provides an overview of the features of the softphone in App.

In this article

Overview

In App, the softphone workspace is where you create outbound calls, receive inbound calls, and manage call-related data (like call history and voicemail). The softphone workspace is also where you can manage fax messages (if your user account has been enabled to do so by your administrator).

Visual breakdown

• Softphone (A): The softphone button allows you to open the softphone workspace to gain access to the additional sub-workspaces where you can create outbound calls, review your call history, and more. This button also serves as an indicator of your phone connection. This button can appear in one of the following three ways:

  • • Disconnected WebRTC: A Disconnected WebRTC softphone (indicated by the red strikethrough phone icon) means that you have webRTC enabled in your Call Settings but you’re not connected to the voice system. This means that you aren't able to receive inbound calls or make outbound calls through the softphone until the connection is restored.

    • WebRTC Disabled: The WebRTC Disabled softphone (indicated by the white phone icon) means that your webRTC is disabled in Call Settings. This means the softphone feature for managing your phone calls is turned off, so you’ll need to enable it to begin using the softphone for managing calls.

    • WebRTC Enabled: The WebRTC Enabled softphone (indicated by the green phone icon) means that you have webRTC enabled in Call Settings and you have a successful connection to the voice system. This means you can receive inbound calls and make outbound calls through the softphone.

• Softphone details (B): The softphone details area is where you can quickly view your caller ID details, your extension, and refresh the softphone data. The caller ID details are configured in call settings in your profile. If you have a DID, this can also reflect that number. Or, you can configure your caller ID to display your company’s main phone number. 

• Calling tab (C): The calling tab houses the outbound calling workspace. This is where you can create outbound calls, receive inbound WebRTC calls, and access the company directory.

• Call history tab (D): The call history tab houses the call history workspace. This workspace is where you review your call history log, which captures all your inbound and outbound phone call activity, like all direct inbound dial (DID) calls, extension calls, and queue calls. When reviewing the call history workspace, the call records are listed in chronological order with the most recent call record listed at the top. You can easily click a call record to initiate contact with that person quickly.

• Voicemail history tab (E): The voicemail history tab houses the voicemail history log, where you can review your voicemail history. This log captures all inbound call activity where the caller left you a voice message. In this workspace, you have access to searching for specific messages, reviewing the caller’s details, listening to voicemails, downloading voicemails, and more. Voicemails are listed with the most recent at the top.

• Fax tab (F): The fax tab houses the faxing workspace, and it’s only available for users that have the correct permissions enabled in Console. With correct permissions, you have access to sending and receiving faxes through the system from this tab. Here, you can manage faxes through a group fax number or a personal fax number. Check with your admin to determine if you are responsible for managing fax correspondence.