This guide provides a clear walkthrough for accessing, logging into, and managing your softphone. It covers key features like selecting audio devices, navigating the interface, managing availability for call center queues and direct calls.
System Requirements
Please note - currently our softphone is available to Windows users, if you are using MacOS or other, you are able to utilize our webphone. See supported platforms below.
- Supported Platforms (Webphone)
- Windows (Legacy): Windows 10 (v1903+) & Windows 11 (64-bit): Pro, Workstations, Education, Enterprise editions.
Desktop Softphone Installation
- Navigate to: https://client.contactportal.app/
- Click Install on Windows 10 (64-bit), Windows 11 (64-bit)
- Click the "Get the App" button
- Check "Launch when ready", and click Install.
- Click Enable to allow the app to run tasks at login
2. Login
- Use the credentials created during your user account activation to log in.
- Note: If you haven’t set up your user password yet, please complete this step before proceeding.
3. Initial Setup
Softphone Selection:
- On your first login to the desktop softphone, you will be prompted to select between Softphone and Desktop. Please select Softphone to proceed.
- Uncheck Prompt on Start-up to avoid pop up in the future
Audio Selection:
- You may be prompted to select your ringing device, speaker, and microphone. If not, go to Settings > Softphone to choose your audio devices.
To configure your audio settings, follow these steps:
- Select Ringing Device: Choose the device for incoming call alerts.
- Select Speaker: Set the device for call audio output.
- Select Microphone: Choose the microphone for voice input.
4. Making Calls or Listen to Playback
In the Calls section, you can:
- Call History:
- Navigate to the Call History or Missed Calls section.
- Hover over the time associated with a previous call, click the ellipsis (three dots), and select Call to quickly redial.
- Use the Dialpad:
- Enter a phone number in the input box or press the keys to dial out.
- Click the Call button when ready.
- Search and Dial:
- In the Search section, enter a contact name, extension, or phone number.
- Press ENTER or click the Call button to start the call.
- Recording Playback:
- If call recording is enabled on your system, recorded calls will display a Play icon just before the call icon on the right side of the entry.
- Click the Play icon to launch your default browser and access the Call Session view for that call.
- View additional details about the call (e.g., duration, participants, and routing).
- Play back any recordings associated with the call.
In the Call Session view, you can:
5. Contacts
Presence: Shows where another user is or what they are doing, with optional custom messages.
Status: Displays the user’s current communication status, such as:
- Available
- Unavailable/In Wrap
- On a Call/Busy
Searches: Use the search box at the top of the application to find specific contacts. Enter three or more characters, and the contacts area will be filtered to match the search. From the results, users can be dialed or added to Favorites (internal contacts only).
Favorites: Manage a Favorites group to easily monitor the status of frequently contacted users. Add users via in user groups or search results.
6. Agent Control (ACD Control) Desktop
Managing Status and Queue Participation: The Agent Control section at the top of the application allows you to manage your availability for queue calls.
- Log in, log out, or change your status (e.g., Available, Away) to manage when you're on duty.
- Toggle individual queues on or off to start or stop receiving calls from them, without logging out of all queues. This helps agents manage their availability in multiple queues easily.
Ready/Away Status: Set your status to Ready or Away to manage calls. Use Away for short breaks or unavailability without logging out.
Wrap Time Management: After completing a call, you'll enter Wrap state if configured. From there, you can:
- End Wrap: Set yourself to Ready immediately.
- Extend Wrap: Request more time for post-call tasks.
7. Notifications
Notifications alert you of important events, such as:
- Incoming Calls
- Connected/Outgoing Calls
- Missed Calls
- Voicemail