Contents
- Introduction
- General Information
- Contact Center Configuration Process
- Initial General Configuration
- Inbound Voice and Chat Service Configuration
- Outbound Campaign Configuration
- Email Service Configuration
- Users and Teams
- Overview
- Users
- Forwarding and Voicemail Operation
- Teams
- Agent Dashboard Metrics
- Roles
- Privileges
- Skill Levels
- Help Screens
- Directory
- 1 Softphones
- Scenario Entries
- Scenarios
- Services and Campaigns
- Services and Campaigns Overview
- Properties Tab
- Assignments Tab
- Lists Tab
- Dispositions Tab
- Activity Tab
- Numbers Tab
- Service Level Tab
- Outbound Tab
- Results Tab
- Archive Tab
- Canned Tab
- Email Tab
- Pre-defined Dispositions
- Outbound - General
- Outbound - Calling Hours
- Outbound - Dial Rules
- Outbound - DNC
- Outbound - Diagnostics
- Activity Forms
- Lists
- Tasks
- Call Center Configuration
- General Settings
- Integration Accounts
- Knowledge Base
- Calendars
- Hours of Operation
- State Calling Hours
- Auxiliary Skills
- Audio Treatments
- Shared Voice Segments
- Voicemail
- Omni-Channel Routing
- Chat Settings
- Email Settings
- Quality Management
- Reporting
- Security
- Appendices
Softphones
A softphone is a software program for handling telephone calls using the networking and sound processing capabilities of a general purpose computer. In VoIP systems, a softphone application is associated with a user at the moment of login, and is identified by the user’s name and extension number for the duration of the login session.
When a new user is created is the system, a softphone extension number is assigned to the user automatically. The extension number can be used for making direct calls to this user when numeric input is preferred or when it is the only way to make a call (e.g., dialing the extension number from a simple hardphone or entering it through an IVR system). Note that the softphone extensions are recycled, i.e., when you remove a user from the configuration, his extension number becomes available for assignment to another new user. All forwarding options of such a recycled softphone extension will be reset to their default values.
In ServicePattern, the softphone functions are implemented in the Agent Desktop Helper Application component, which is an integral part of the Agent Desktop. This component is installed on the computers of all users of the Agent Desktop application. For more information about the functions of this component and methods of its installation, see section Agent Desktop Helper Application.
Note that computers of users of the Agent Desktop application must conform to a number of system requirements.
To view the current extension number assignment, get the real-time softphone status, and set up call forwarding options, select the Softphones option from the Directory menu.
The Softphones screen properties are described in the following table:
| Phone tab | |
|---|---|
| Number | Softphone extension number. This is a read-only parameter that also shows the first and last name of the user that this extension number is currently assigned to. If you wish to assign a different extension number to the user, click the user name. |
| Phone registers dynamically as | Softphone unique registration name consisting of the extension number and your tenant access domain name. This parameter is read-only.
|
| Current Registration | Shows real-time registration information for this softphone including the IP address, port, registration expiration time, and SIP server host name. The no data value for these parameters normally means that the user with this extension number is not currently logged on. |
| Forwarding tab | |
| Call forwarding settings | This tab contains call forwarding settings related to this softphone extension. The same settings appear in the configuration of the user to whom this softphone extension is assigned. |