The embedded softphone is a tool integrated into Sagicc that offers an alternative to traditional softphones, which usually require installation on the computer to manage calls. This version is lighter and more agile, included in Sagicc at no additional cost, leveraging the resources already allocated to the platform. The softphone allows you to communicate with your customers through telephone channels directly from the browser, using the headphones and microphones you already have, ensuring optimal audio quality and speed as it is integrated into Sagicc.
Before using it, we recommend checking our Technical Requirements 💡 and ensuring that the minimum equipment and network requirements are met to fully enjoy the benefits of using the embedded softphone.
It is important to assess whether the embedded softphone suits the operational characteristics of your campaigns and company. Here are some scenarios where the softphone may not be the best option:
Your agents keep many tabs open and/or use various external software alongside Sagicc for case management. The softphone is an application that works internally within the browser, and having many tabs open or applications running can decrease the available memory space for the softphone to function correctly.
You need calls to take priority over other open applications and/or web pages, similar to what happens with other softphones. This functionality is not compatible with the embedded softphone since it is integrated within the browser and cannot generate notifications outside the Sagicc tab. For cases where this behavior is required, we suggest using another softphone.
Enable/Disable Embedded Softphone
To activate the embedded softphone globally on your Sagicc instance, go to the Business Profile section from the side menu. Once there, find the "Functionalities" tab and enable the "Enable/Disable embedded softphone (using browser’s WebRTC)" option. Then, click on "Save". From that moment on, the embedded softphone will be available throughout the platform. This feature allows for smoother and more efficient communication by utilizing the WebRTC capabilities of the browser integrated into Sagicc.
Only users with administrator role can access the Company Profile to enable or disable the embedded softphone.
Once enabled globally, all platform users will have the embedded softphone enabled by default for call management. However, if a specific user does not wish to use the softphone, they can deactivate it only for their session by clicking on the options menu in the top bar and disabling the "Disable Softphone" function.
Remember to disconnect and close any other softphone or telephony software you have been using before starting to work with the embedded softphone to avoid confusion and inconsistencies.
General Use of the Embedded Softphone
The embedded softphone is permanently located in the bottom right corner of the screen. Initially, the softphone is minimized, and you can see an icon to access it. This icon also contains an indicator to show the connection status of the softphone and the registration of the user's phone extension. When the softphone is correctly connected, the indicator will be green. If it is disconnected, the indicator will appear gray.
The extension with which the embedded softphone will register will be the one configured by the user in their User Profile. Remember to validate it before starting to work with the softphone.
Click on the icon, and a small window will open where you can confirm the connection status of the embedded softphone. If the softphone is disconnected, or you want to refresh the connection, you can click on "Refresh" to instruct the softphone to re-register the extension.
When you receive a call on your extension, whether incoming or outgoing, you will hear a ringing tone, and the embedded softphone will open automatically, indicating the presence of a new call. Use the softphone buttons to answer or reject the call. If you answer, the call will be connected, and you can talk to the customer on the other end of the line. If you reject it, the softphone will close automatically.
During an active call, you can view the name of the person making the call (either the customer for incoming calls or the agent for outgoing calls) and the current call duration. Additionally, you will have access to several buttons to perform actions related to the call. These options are as follows:
Finish: End the call, ending the conversation with the customer.
Pause/Resume: Pause or resume the call so that the agent can perform additional actions. When pausing the call, the customer will hear a tone indicating that the call is on hold. You can press the button again while on a paused call to resume it and resume communication with the customer.
Mute/Unmute: Mute the agent's microphone so that the customer cannot hear what is being said. You can press the button again to unmute and re-enable the microphone audio.
Show Keypad: Displays the numeric keypad so that you can dial numbers during the call. A text box will also appear for you to use the physical keyboard to dial numbers.
Transfering calls from the Embedded Softphone
If you are on an active call using the embedded softphone, you will find the "Transfer" function in the ticket options menu. This option allows you to transfer both the call and the ticket to a specific user or queue, either from the same campaign or another campaign on the platform.
Click on this option and select the campaign and user to whom you want to transfer the call and the case. Then, click on "Accept" so that the other user receives the call on their softphone. Once the other user answers, you will be in communication with them, while the customer will hear a waiting tone. When you end the call from your end, the customer and the other user will enter into communication, completing the transfer.
Calling another agent from the Embedded Softphone
Coming soon
| Versión | Fecha | Comentarios |
|---|---|---|
| Versión actual (v. 1) | may 06, 2024 21:05 | Laura Ortiz |