Softphone Guide

Watch our recorded Softphone Webinar. 

Please note that Team Settings configurations can change the softphone display and behavior. 

To upgrade to CTM's Softphone V2, skip to this section.

If you're using CTM's Softphone V1, skip to this section. 

Requirements

To use the softphone, please refer to our Softphone Requirements article. The softphone can be used in the following plans: Sales Engage, Enterprise, Performance, Growth, and Connect. 

Opening the Softphone

The softphone is opened from the Call Log page by navigating to Activities → Calls. There are two options:

1. Click Desk Mode to open the desk mode view.
2. Or, click the Phone button to open the pop-out phone window.

Softphone Features

1. Agent Status: Shows your user icon and current status (Ready, Not Ready, or a 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. Inbound: Number of inbound calls.
4. Outbound: Number of outbound calls.
5. Talk Time: Time spent talking on calls.
6. Parked Calls: Click here to view parked calls. 
7. Keypad: Click here to place an outbound call.
8. Team: Click here to view agents within your Team. 
9. Queue: Click here to view the queues you're logged into. You can log in and out of queues here if that feature is enabled.
10. Softphone Settings: Click the gear icon to open the softphone settings menu.
11. Home: This will take you back to the home screen on the softphone. 
12. History: View your call history.
13. Text: View your texts.

Toggle Specific Queue Availability: Check or uncheck boxes to accept or stop accepting calls for specific Queues (requires Connections Options configuration within each Queue).

• Softphone Team: Click on Team to view the members of your team. You can search for a member in the search bar, then click to chat, or click the phone button to call.                         
• 

• Start and Stop Audio Recording: Click the button to start or stop the audio recording (requires Team configuration)

Softphone Settings

• Dialing
  • 
• Screen Pops
  • 
• Voicemail
  • 
• Audio & Sound
  • 
• Device & Notifications
  • 
• Feedback 
  • 

Answering a Call

A ringing tone will play when an incoming call is being routed to you. You may also see a desktop notification.

1. Ignore: dismisses the current call.  The call will stop ringing for you, but will continue to ring for other agents (if applicable). This button can be removed based on your Team settings configuration.

2. Answer: answers the call.

3. We also offer Auto-Answer options, which would prevent this Answer Call display from appearing since the call will be automatically answered when it is routed to the agent. This requires a Team Settings configuration.

Softphone 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 either for yourself or for anyone else to answer
• Mute: Mutes your microphone.
• Keypad: This returns the phone to its dial pad view, which is helpful for keypress entry in Voice Menus, for example.
• Participants: Click to view all agents and customers on the call.  Call moderators can mute or dismiss other participants. You can also change the moderator of a call, which is helpful for warm transfers.
• Transfer: Transfer the call to another agent, another phone number, a queue of agents, or a Voice Menu.
  • Add: add another agent or another phone number to the call.  You may also choose to place the caller on hold before adding. This is synonymous with “warm transfer.”
    • To warm transfer, click the Add button, then choose Hold & Agent, or Hold & Number.
    • In this example, Hold & Number was selected. Next, choose the number to which you want to transfer the call. 
      •  
    • After speaking to the agent you're transferring to, hang up the call by clicking the hang up button.
      • 
    • If you have Team Settings, you can enable the Hold & Transfer option, which automatically transfers the caller to the next available agent when the first agent hangs up. 

3. Dialed Number and Call Duration: This shows the phone number of the person with whom you are currently connected / speaking.
4. Hang Up: Ends the current call. A confirmation prompt can be displayed. (requires Teams (Phone Settings) configuration)

Upgrading to CTM's Softphone V2

1. Navigate to Settings > Account Settings > Behaviors, toggle on Upgrade to the Latest CTM Softphone, and click Update Features. 
2. Navigate to Activities > Calls and choose Desk Mode, or click on the Phone button for the pop-out phone. 
3. Click the Check Station to Get Started button.             

   • Note: To turn off Check Station to Get Started, navigate to Settings > Account Settings > Disable forced station check and turn this option on.

     

     Normally, an agent will be required to check into a station before they can receive calls. This feature will enable agents to receive calls without needing to check in. One impact of disabling this is incoming ringing will only be heard after the agent clicks on their device at least one time to enable background sound from the browser.

4. You will be prompted to speak into your microphone for a Phone Check.
5. The phone status will default to Not Ready. Select Ready in the drop-down list to Receive Calls.                                                             
6. You are now ready to make and receive calls! This screen will also allow you to view the number of Inbound and Outbound calls, Talk Time, Parked Calls, Call History, Keypad, Chats, and Texts.     

Softphone V1

Toggle Specific Queue Availability in the Softphone V1: click to accept or stop accepting calls for specific Queues (requires Connections Options configuration within each Queue)

• Softphone V1 Tabs (Phone/Chat/Intercom): click through these tabs to toggle between managing calls, chats, or internal chats/intercom.                               
• 

• Start and Stop Audio Recording: click the button to start or stop the audio recording (requires Team configuration)

Selecting an audio device

In the softphone V1 settings, you can select the following audio settings:

• Audio Input: your microphone device for people to hear you
• Audio Output: audio you hear from other people on the call
• Audio Ringtone Device: ringing devices for incoming calls

To select your audio devices, click on the gear icon in the upper right corner of your softphone, then scroll to the Audio section to make your choices. 

Softphone Best Practices

• Start each day with a new browser and a new login to CallTrackingMetrics. End your shift by logging out and closing your browser. This not only provides better call center reporting but also optimizes our system's performance.
• We are optimized for Google Chrome. Apply any available updates promptly.
• Review our Softphone requirements.
• Ensure you are in Ready status on the softphone to accept calls.

Softphone Testing Tip

As a best practice, it is recommended that you log into a Guest Profile instead of using the incognito window when testing the softphone.  

More Information

• Softphone Guide (Mobile App)
• Accepting Inbound Calls
• Outbound Dialing
• Conference Calls and Transfers
• Putting a Call on Hold
• Notes and Call Scoring in the Softphone