Softphone

The Agent can use either the vertical or horizontal softphone layout to take calls and perform the different functions offered by the softphone.

Feature List

The following is a list of features available in the softphone:

• Login

• Configure softphones

• Setting your agent state

• Making calls

• Receiving incoming Calls

• Accessing call variables

• Handling outbound calls

• Putting calls on hold

• Putting calls on mute

• Unmuting muted calls

• Transferring calls

• Conference calls

• Sending DTMF

• Swapping calls

• After Call Work

• Disconnecting a call

• Clearing calls

• Logging out

Inbound Features

The following is a list of features for inbound available in the softphone:

• Receiving incoming Calls

• Accessing call variables

• Putting calls on hold

• Putting calls on mute

• Unmuting muted calls

• Transferring calls

• Conference calls

• Sending DTMF

• Swapping calls

• After-call work

• Disconnecting a call

• Making calls

Outbound Features

The following is a list of features for outbound available in the softphone::

• Handling outbound calls

• Accessing call variables

• Putting calls on hold

• Putting calls on mute

• Unmuting muted calls

• Sending DTMF

• Transferring calls

• Conference calls

• Disconnecting a call

• After-call work