Softphone Functionalities

Before you start, ensure that you are using a web browser (like Google Chrome or Firefox) that supports WebRTC (Web Real-Time Communication), a browser-based communication protocol to make calls.

Note:

When the Agent tries to refresh or close the softphone (URL) in Web browser, a confirmation message is displayed to the agent.

You can choose between using your softphone (web browser) or your desk phone to place and receive calls.

Softphone

It allows you make and receive calls using the browser's microphone and speaker. To take calls with your softphone:

In Softphone, click More Options button and then select Soft Phone as the Phone Type.

Note:

Amazon Connect behavior: If an agent refreshes the browser during an active call, the voice path will be lost, and the agent will not be able to hear the conversation.

Desk Phone

When you select a Desk Phone, you can answer and disconnect the calls on an external hard phone. You can dial the numbers that are supported in Amazon and currently, only US numbers are supported. Desk phone does not support mute and unmute functionality.

To take calls with your Desk Phone:

1. In the softphone, click the More Option button and then select Desk Phone in Phone type.

   

   

2. In the window that appears, select a country code from the dropdown list and enter your phone number.

3. If your telephone number includes an extension, add the extension number.

4. Click Save.

Note:

1. If an Administrator has enabled the labels for call control, each call control button is accompanied by a text.

2. The agent cannot switch to desk phone from soft phone if the administrator has disabled that option. In this scenario, the Desk Phone option is not displayed to the agent.