Softphone Guide (Mobile App)

Downloading the App

The CallTrackingMetrics agent app is available for iOS and Android. We always recommend using the latest version of your mobile operating system with the app.

Watch the Mobile App video walkthrough.


  • You must have at least 1 Tracking Number in the account where you're using the Mobile App.
  • Toggling off the Enable the softphone for outbound calls toggle at Settings > Account Settings > Behaviors will affect both the softphone and mobile app. 

Opening the Softphone in the Agent App

1. Tap the Phone icon to open the phone.

  • iPhone:
    • IMG_3733.jpg 
  • Android:
    • Screenshot_20240104_160656.jpg 


1. Agent Status: shows your user icon and current status (Available, Not Available, Outbound Call, Inbound Call or custom status).

2. Number to Dial: shows the number that will be dialed. Type or paste a number here to place an outbound call.

3. Dial Pad: tap to place an outbound call.


4. Softphone Settings: click the gear icon to open the softphone settings menu.

Screenshot 2024-01-08 at 3.59.26 PM.png

5. Contacts: click here to view and search for recent contacts.

Screenshot 2024-01-08 at 3.58.12 PM.png

6. Toggle Availability: click to become available or not available for calls.

Screenshot 2024-01-08 at 3.55.20 PM.png Screenshot 2024-01-08 at 3.56.09 PM.png

Answering a Call

A ringing tone will play when an incoming call is routed to you, and a prompt will appear to allow you to choose how to address the call.

  • Ignore: dismisses the current call. The call will stop ringing for you but will continue to ring for other agents (if applicable).
  • Answer: answers the call.

App Phone During a Live Call

1. Agent Status: indicates agent, status, and tracking number from which the call is being placed.

2. Call Controls:

  • Hold: places the caller on hold.
  • Mute: Mute your microphone.
  • Keypad: returns to the dial pad view of the phone.
  • Party: click to view all agents and customers on the call. Call moderators can mute or dismiss other participants.
  • Transfer: transfer the call to another agent, another phone number, a queue of agents, or a menu.
  • Add: add another agent or another phone number to the call. You may also choose to place the caller on hold before adding.
  • Dialed Number and Call Duration: shows the number of the person you call (for an outbound call) or the person calling you (for an inbound call).
  • Hang Up: ends the current call.


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