The Soft Phone
The soft phone makes and takes calls in the browser. Agents usually run it in the browser extension or the Windows app, which open the site's /softphone page in a small window of its own, so a call keeps going while you move around the CRM and incoming calls ring even when the window is closed.
| Page | /softphone on your site, opened by the browser extension or the Windows app |
| Permission | Use the telephony soft phone |
| Feature | Telephony Soft Phone Extension (CrestApps.OrchardCore.Telephony.SoftPhone.Extension) |
The header
- The status on the left: Ready, In call, On hold, Reconnecting... or Poor connection.
- The presence menu (contact center agents): Available, your break reasons under Break, the other reason codes, and Offline. See Agent states.
- The headset button opens the audio settings.
The tabs
| Tab | What it is for |
|---|---|
| Keypad | Dial a number or, after Dial extension, an extension or a colleague by name. See Placing and handling calls. |
| Recent | Incoming, outgoing and missed calls. Click a call to dial it back. |
| Voicemail | Your voicemail, with a badge for new messages. Play, select and delete. |
| Work | Contact center agents: sign in to queues and campaigns. See Agent workspace. |
| Diagnostics | Shown when your administrator enables it (or add ?diag=1 to the page address): microphone level, live call quality, Run audio test and Dump SDP/stats for support. |
Audio settings
Click the headset button:
| Setting | What it does |
|---|---|
| Microphone / Speaker | The devices to use. You can switch during a call. |
| Echo cancellation, Noise suppression, Automatic gain control | Browser audio clean-up. Leave them on unless support asks you to change them. |
| Microphone boost | Off up to +12 dB, for a quiet microphone. |
| Audio delay | Automatic, or a fixed buffer from 120 down to 20 ms. |
| Region | The provider location closest to you. Changing it re-registers the phone after the current call. |
If the browser blocked the microphone, allow it and click Retry microphone.
When the connection drops, the phone reconnects by itself and shows Reconnecting.... When call quality falls, it shows Poor connection.
Administrator options
Under Settings > Communication > Telephony, the Soft Phone tab holds the Default telephony provider and the Allowed short codes (short numbers people may dial, one per line; emergency numbers can never be added).
The optional Telephony Soft Phone feature also puts a phone button on every admin page. With it enabled, the same tab adds: Enable the soft phone, Show the soft phone on the admin dashboard, Enable the diagnostics tab, Recent calls to display, Default country and Accent color. The Enable the soft phone switch only affects that in-page phone; the apps keep working while the Soft Phone Extension feature is on.