Agents in call queues can use the Contact Cloud softphone to accept inbound calls from a computer using a headset.  

Setting the softphone to accept calls mode tells the system you are available to take incoming calls, so calls that ring to a call queue you are assigned to or calls that ring directly to you will ring on their phone window.

You will need a microphone in order to make outbound calls.  If your computer does not have a microphone built in, you’ll need to use a headset that is compatible with your computer.  When you open the softphone for the first time, you should get a pop-up from your browser asking for permission to access your computer’s microphone.  Make sure you click accept when this prompt appears, and always allow if that option is available.

Accept Calls

1) Launch the softphone by clicking the phone icon or the Phone button in your call log.  A pop-up will appear with a dial pad.
2) Click Accept Calls to set yourself to accept calls mode.
3) When a call rings to you, the softphone window will change to show a yellow Answer Incoming Call button and a blue Ignore Call button.

If you have been accepting calls but need to take a break or make an outbound call, click Stop Accepting Calls to make yourself unavailable for calls.

Answering Calls from the Call Log

If you are an agent in a call queue, you will have the option to pick up incoming calls from the call log.  Calls that are ringing will show a flashing green Answer button on the left hand side of the log.  Clicking this button will answer the call and open your softphone for you.

See Who’s Accepting Calls

From the users list page, you can easily see which agents in your account are accepting calls.  There are two phone columns on this page with green and red indicators to show each agent’s status.

  • A green symbol here indicates the person can be dialed in the system.

  • If you are troubleshooting routing issues in your account and see a red symbol here, you may need to contact Contact Cloud support for assistance.

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