Web Phone (User)

System Requirements

• Supported Platforms (Web Phone)
• 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

• 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. Call Waiting: This feature is not enabled by default because it is not recommended while in a queue. However, users can enable this feature from their phone if necessary.

5. Show Emergency Calling Notice:
• Clicking this option will display the Emergency Calling Notice.
• After reviewing, users must click Accept to proceed

 

 

4. Making Calls

1. Use the Dialpad:
• Open the Dialpad from the keypad icon on the right-hand side.
• Enter a phone number in the input box or press the keys to dial out.
• Click the Call button when ready.

2. 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.

3. Access 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):
• Select Call to quickly redial
• Play Recording:
• 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

 

 

1. 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.

2. Status: Displays the user’s current communication status, such as:

• Available

• Unavailable/In Wrap

• On a Call/Busy

1. Presence: Shows where another user is or what they are doing, with optional custom messages.

2. 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).

6. Agent Control (ACD Control) Desktop

 

 

1. Log In and Out of the Call Center: Control your overall availability for handling queue calls by logging in or out of the call center.

2. Change Status to...: Update your status to reflect your availability:
• Available: Ready to take calls.
• Away: Temporarily unavailable.

3. End Wrap-Up: Immediately end the post-call wrap-up state and return to Available.

4. Extend Wrap-Up: Add more time for completing post-call tasks before returning to Available.

5. Turn Queues On and Off: Manage individual queues by toggling them on or off without logging out of all queues.

User Profile Presence

 

 

1. Open the User Profile Menu: Click on your profile icon or name in the top-right corner of the application to open the menu.

2. Select Your Presence Status: From the dropdown menu, choose a status that best reflects your availability:
• Available: You are ready to take calls.
• Away: Temporarily unavailable.
• In a Meeting: Marked as unavailable; calls will not be routed.
• Lunch: Temporarily unavailable with Do Not Disturb enabled.
• On the Road: Available while traveling.
• Out of the Office: Marked as unavailable; calls will not be routed.
• Working Remotely: Available for calls while working from a remote location.

[Insert screenshot showing the dropdown list with status options]

3. Set a Custom Message (Optional): Add a personalized status message, such as "In a meeting until 2 PM" or "Back shortly," to provide additional context to other users.

4. Log Out: From the profile menu to exit the application.

Voicemail Box

 

 

1. Open the Voicemail Section:
• Click on the Voicemail option in the application menu.

2. Open the Keypad:
• Click the Dialpad icon to launch the on-screen keypad.

3. Enter Your PIN and Follow the Prompts:
• Use the keypad to enter your voicemail PIN.
• Follow the voice prompts to listen to, save, delete, or manage your messages.