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Softphone


9 Articles

Configuring Call Center and Open CTI Softphone (Salesforce Lightning)

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 of the softphone within the Salesforce platform. When using the embedded softphone, we recommend disabling automatic lead creation from CallTrackingMetrics and instead

Configuring Call Center and Open CTI Softphone (Salesforce Classic)

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 of the softphone within the Salesforce platform. When using the embedded softphone, we recommend disabling automatic lead creation from CallTrackingMetrics and instead

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. Custom actions are available on Call Center accounts. Creating a Custom Action 1) Navigate

Softphone Beta

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

Desk Mode

Desk mode enables a view that embeds the softphone in the call log screen.  Agents can easily make or accept calls, edit notes, and update other call details from a single page. Desk mode is a user preference and can be activated as a default view in a user’s profile by following the steps below. 

Custom Softphone Settings

Phone Settings are common settings that can be enabled for groups of users in your account. Phone settings configurations can be used to enable custom wrap-up panels and define how the softphone behaves for each agent. Phone settings are available on Contact Center accounts. Creating a Phone Settings Configuration 1) Navigate to Settings → Phone Settings. 2)

Putting a Call on Hold

If you are using the CallTrackingMetrics softphone, calls can be placed on hold using the Hold button found in the softphone during an active call. Putting a Caller on Hold While you’re on a live call, click the Hold button.  You will have the option to put the call on hold for everyone or to put it

Accepting Inbound Calls

Agents in call queues can use the CallTrackingMetrics softphone to accept inbound calls from a computer using a headset.


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