202
This article assumes you are logged into the CallHarbor Portal. You can also log into the Web Softphone by going to: control.callharbor.com/webphone/login
1: Select the Apps menu located in the upper right-hand corner
This article is using a Call Center Agent scope, the tabs available in your portal may be different
2: Select Web Softphone from the Apps dropdown
3: This will open the Web Softphone in a new tab
4: Allow access to the Microphone by clicking Allow
5: A popup will appear asking to Allow or Block microphone use in the upper left-hand corner, select Allow
6: Select the microphone that will be used, then click Next
7: Select the Audio Output Device
8: Allow access to the Notifications by clicking Allow
9: A popup will appear asking to Allow or Block notifications use in the upper left-hand corner, select Allow
10: Now that permissions are granted, the web softphone will load
11: Use the maximize button to see more information
The full name of the extension you are logged into will appear in the upper left-hand corner.
You can also verify by the name that appears on the summary card:
The summary card is an overview of the extension's current messages as well as the current active answering rule. If you press on the voicemails, missed calls, or unread conversations, the tab open in the left-hand menu will display the corresponding tab to check these. Clicking the Active Answering Rule will open the answering rule in the left-hand menu.
Dial Pad
Clicking on Dial Pad will open a popup to make outgoing calls
Clicking the Pushpin Icon will pin the dial pad to the web softphone, so when you click out of the dial pad, it will remain available
Call Center
This tab will show if you are a Call Center Agent or higher.
My Queues Tab
The Call Center will display all of the call queues that you are added to. Clicking on a call queue will create a popup that displays the Callers Waiting in the queue
If you hover over the caller waiting, a phone icon will appear that will allow the call to be rang to you
If you switch to the Agents tab of the popup window, all agents in the queue will be displayed
Green is Online, Grey is Offline, and Red is On a Call
My Stats Tab
Calls per hour will show incoming and outgoing calls that have occurred in the last 12 hours
Calls per day will show incoming and outgoing calls that occurred in the last 7 days
Calls per queue will show incoming calls from queues that have been answered by your extension and will give the totals for each queue (call queue 400 had 1 call)
Today's Queue Stats will give an overview of incoming and outgoing calls made
Contacts
The Contacts tab will display all contacts that your extension has.
You can sort the type of contacts shown by using the Contacts drop-down
You can sort the display order of the contacts using the Sort icon next to the plus sign
To add a new contact, press the plus sign
Call History
All calls made to and from your extension will appear in the call history tab. Green Arrow is Outgoing, Blue Arrow is Incoming, and Red Arrow is Missed call
Queue calls that rang your extension but where either answered by another extension or followed the when unanswered rule will not show in the web softphone call history.
Calls can be filtered by All, Missed, Inbound, or Outbound.
You can select a call to see details about the call or make a new call or chat with that number.
Voicemail
The voicemail tab will have all new and saved voicemail messages connected to your extension.
Chat and SMS
The Chat and SMS tab will contain all conversations and texts sent to and from your extension. Clicking on the conversation will bring up a new popup window in the right-hand side just like the summary card. Multiple conversations can be open at one time.
If SMS is not enabled for your extension, you will only be able to chat with other extension in the system
Hoovering in the upper right-hand corner will reveal the Pushpin Icon
Call Parks
The Call Parks will show all Call Parks on the system, and if there is a caller parked or not
To Park a Call:
While on a call, click Park Call
Select an empty park by pressing the P icon
The call will be parked in the selected park
To pull a call out of Park:
Select the phone icon on the caller in park
The call will ring back to your extension
Click Answer
Answering Rules
The Answering Rules tab has all the rules set on your extension.
Clicking on a rule will open it in the left-hand menu with set timeframe as well as what extensions/phones are rang
Answering Rules can be disabled by clicking the three dots in the upper right hand corner of the answering rules menu tab
Greetings
The greetings tab will contain all voicemail greetings you have recorded.
If you click on the greeting, you can listen to the greeting (1), set the greeting as your default greeting (2), delete the greeting (3), view which greeting is set as default (4) or add a new greeting (5)
If you add a new greeting, you will need to name the greeting and then record
Settings
- Make calls using: choose which device is used to make outbound calls. If you only utilize the web softphone, this must be set to 'this phone' or <ext>wp
- Microphone: choose which microphone device is used when making or receiving calls
- Microphone activity is a microphone tester, if the bar does not move when you speak, the web softphone cannot pick up audio from your mic
- Audio Output: choose which speaker device is used when making or receiving calls
- The volume slider: affects your speaking volume while on the call
- Ringtone Output: choose which speaker device is used to receive the ringing notifications
- Ringtone: choose which ringtone is used for incoming calls
- Ring and Notification Volume: affects the ring tone and notifications volume of incoming calls and chats/sms
- Call Waiting Tone: play a sound when a call comes in while on an active call. Disable to have no sound play for the second incoming call
- Install PWA: install the Progressive Web App, the desktop version of the web softphone
- Version: the current of the web softphone being used
Logout
Pressing Logout will log you out of the web softphone
