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Softphone


8 Articles

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

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. 


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