Browser softphone and internal calls
Open the top-bar phone, find or dial an extension, answer, decline, mute, send DTMF, end calls and understand call states.
xConnect
Open guide →GuideOpen the xConnect softphone
Select the phone icon in the CRM top bar.
Open guide →GuideClose the softphone
Use the close button without ending a call unless the call action is separately selected.
Open guide →GuideRead the connection status
Wait for secure connection readiness or review the displayed voice-engine message.
Open guide →GuideFind your extension
Read Your extension in the phone panel.
Open guide →GuideDial an internal extension
Enter an extension or XC account and select Call extension.
Open guide →GuideDial an XC account
Enter the account code to reach its main IVR route.
Open guide →GuideUse the dial keypad
Enter 0–9, * and # through the on-screen keypad.
Open guide →GuideCorrect a dialled number
Use the backspace control before starting the call.
Open guide →GuideSearch the directory while dialing
Type permitted name, email or extension text and select an authorised result.
Open guide →GuideRecognise an incoming internal call
Review caller name and internal extension metadata.
Open guide →GuideAnswer an incoming call
Select Answer and allow microphone/audio permissions.
Open guide →GuideDecline an incoming call
Select Decline to record the declined outcome.
Open guide →GuideEnable ringtone audio after browser interaction
Click once in the page when the browser blocks automatic audio.
Open guide →GuideRead the active-call screen
Review call label, participant, metadata and elapsed timer.
Open guide →GuideMute the microphone
Select Mute during an active call and use the control again to unmute.
Open guide →GuideEnd an active call
Select Hang up and wait for final call-state reconciliation.
Open guide →GuideSend in-call DTMF
Use 1–9, *, 0 or # during an active call, including IVR selection.
Open guide →GuideUnderstand the call timer
Use the timer as browser-session duration; authoritative duration is finalised from call events.
Open guide →GuideUnderstand Initiated state
Recognise a call record created with an authorised one-time route.
Open guide →GuideUnderstand Ringing state
Recognise that the destination is being alerted.
Open guide →GuideUnderstand Answered state
Recognise that media should be active while awaiting final end state.
Open guide →GuideUnderstand Completed state
Recognise a successfully ended call with final duration evidence.
Open guide →GuideUnderstand Declined state
Recognise that the callee rejected the call.
Open guide →GuideUnderstand Missed state
Recognise no answer within the allowed ring/route outcome and an unread badge where enabled.
Open guide →GuideUnderstand Failed state
Review the stored failure reason or switch cause.
Open guide →GuideUnderstand Cancelled state
Recognise caller cancellation before completion.
Open guide →GuideUnderstand offline destination rejection
Recognise that v1.1.1 rejects unavailable destinations instead of pretending to ring successfully.
Open guide →GuideUnderstand one-time call authorisation
Recognise that every call receives a single-use UUID/route token consumed by the voice switch.
Open guide →