Welcome! How can we help?



Softphone


8 Articles

Resizing the Softphone in Salesforce Lightning

This article covers detailed information regarding the Salesforce integration.  We recommend you start by following the instructions in this article before proceeding.  Salesforce Lightning users have the ability to change the size of the Softphone by completing a few simple steps: 1) In Salesforce, go to Setup 2) In the Quick Find box, type “App Manager” and click App Manager 3)

Using the Softphone with macOS Mojave (10.14)

Softphone users running macOS Mojave (10.14) may experience an issue with one-way audio on softphone calls. This issue is due to restricted microphone permissions that will prevent the caller from being able to hear you through your laptop or headset microphone. Even if you have previously allowed microphone access on your browser, you may need

Salesforce - Record Creation and Matching

This article covers detailed information regarding the Salesforce integration.  We recommend you start by following the instructions in this article before proceeding.  As your agents are taking calls you can create leads, contacts, or other custom object records via CallTrackingMetrics’ integration with Salesforce and append the call activity to their record. This also can be

Configuring Call Center and Open CTI Softphone (Salesforce Lightning)

This article covers detailed information regarding the Salesforce integration.  We recommend you start by following the instructions in this article before proceeding.  The CallTrackingMetrics softphone can be integrated with your Salesforce Organization via the Open CTI Adapter.  By embedding the softphone in Salesforce, agents can receive calls, make outbound calls, and utilize all the capabilities

Configuring Call Center and Open CTI Softphone (Salesforce Classic)

This article covers detailed information regarding the Salesforce integration.  We recommend you start by following the instructions in this article before proceeding.  The CallTrackingMetrics softphone can be integrated with your Salesforce Organization via the Open CTI Adapter.  By embedding the softphone in Salesforce, agents can receive calls, make outbound calls, and utilize all the capabilities

Call Waiting

Call waiting alerts agents when someone has called their direct line and gives them the option to address that call while they are already on another call.  When call waiting is enabled and a new call comes in on an agent’s direct line, a call waiting beep will play for the agent and a prompt

Custom Actions

Custom actions allow you to add buttons to the softphone or the call log.  The custom buttons can be configured to transfer calls to a specific phone number or specific agent automatically, or can act as shortcuts to perform specific tasks.   Creating a Custom Action Navigate to Settings → Custom Actions. Click New Action on

Softphone Beta

The softphone beta allows individual users in an account to opt in to the latest version of the built-in CallTrackingMetrics phone.



Support Hours

Monday – Thursday

7:30am – 7:30pm, EST

Friday

7:30am – 5:30pm, EST


X