Softphone Functionalities

Soft Phone

The Soft Phone allows users to make and receive calls using the browser’s microphone and speaker. To make and receive calls with the Soft Phone, click the More Options button and select Soft Phone in the Phone Type field.

Note:
Amazon Connect behavior

If an Agent refreshes the browser during an active call, the voice path is lost and the agent cannot hear the conversation.

Desk Phone

If the agent selects a Desk Phone, the calls are answered and disconnected on an external hard phone.

The desk phone does not support mute and unmute functionality. To receive calls with the Desk Phone, click the More Options button and select Desk Phone in the Phone Type field.

1. In the Window that appears, select a country code from the dropdown list. Enter your phone number.

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

3. 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.