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 web phone. See supported platforms below.
- Supported Platforms (Webphone)
- Windows & MacOS: Edge v122+, Chrome v125+, Firefox v121+, Safari v17+ (Sonoma or higher), PWA supported.
1. Web Phone App
- Web Phone: Go to phone.contactportal.app.
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
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.
4. Making Calls
- Search or Dial: You can make phone calls directly from the Search or dial text box. Simply enter an internal or external phone number, then press ENTER or click the call icon next to the text box to start the call.
- Dialing Contacts: Dial any contact in the Contacts section by clicking the call icon or double-clicking their name.
- From Call History: Hover over the time associated with a previous call, click the ellipsis (three dots), and select Call to quickly redial.
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 the context menu 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