Softphone FAQs
Queue Management
What is Queue Management? Queue Management allows you to control how you receive calls from call queues. If you are assigned to one or more queues, you can: Log in or out of queues Pause and unpause call delivery View live queue statistics All of ...
Call Recordings & Transcripts
How do I listen to a recording? Tap a recording to expand it Use the audio player to play the call The recording will stream directly in your browser and includes both sides of the conversation. How do I call back from a recording? If a caller ID ...
Messaging (SMS)
How do I send a text message? Go to Messaging Tap the new message icon Enter a number or select a contact Type your message and tap send How do I reply to an incoming message? Open the conversation Type your reply Tap send Which phone number do my ...
Follow Me & DND
What is Follow Me? Follow Me rings additional phone numbers at the same time as your extension. This allows calls to reach you on multiple devices, such as your mobile phone or home phone. How do I enable Follow Me? Open the Follow Me / DND page ...
Visual Voicemail
How do I listen to a voicemail? Tap a voicemail to expand it Press the play button The message will stream directly to your device. How do I request a transcript? Tap Get Transcript on a voicemail Processing usually takes 15–30 seconds. Once ...
Softphone Basics
What are the main areas of the softphone? The softphone includes six main areas: Dialpad: Place calls History: View recent calls Quick Dial: Access saved favorites Contacts: Search and manage contacts Messaging: Send and receive text messages ...