Desktop Softphone Installation (User)

System Requirements

• 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

• 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

 

 

• You may be prompted to select your ringing device, speaker, and microphone. If not, go to Settings > Softphone to choose your audio devices.

1. Select Ringing Device: Choose the device for incoming call alerts.

2. Select Speaker: Set the device for call audio output.

3. Select Microphone: Choose the microphone for voice input.

 

 

4. Making Calls or Listen to Playback

 

 

 

1. 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.

2. Use the Dialpad:
• Enter a phone number in the input box or press the keys to dial out.
• Click the Call button when ready.

3. 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.

4. 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.

In the Call Session view, you can:

• View additional details about the call (e.g., duration, participants, and routing).
• Play back any recordings associated with the call.

5. Contacts

• Contacts Section:
• Open the Contacts section from the main menu to access user information and communication tools.

• View Presence Information:
• Check the Presence status of other users to see their current location or activity.
• Display optional custom messages to provide additional context.

• Monitor User Status:
• Quickly see a user's current communication status, such as:
• Available
• Unavailable/In Wrap
• On a Call/Busy

• Search for Contacts:
• Use the search box at the top of the Contacts section to find specific users.
• Type at least three characters to filter the contacts list.
• From the search results, you can dial users or add them to Favorites (for internal contacts only).

• Manage Favorites:
• Create and organize a Favorites group to easily monitor the status of frequently contacted users.
• Add users to Favorites from user groups or search results for quicker access.

 

 

6. Agent Control (ACD Control) Desktop

• 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.

• End Wrap: Set yourself to Ready immediately.

• Extend Wrap: Request more time for post-call tasks.