Softphone - Basic Information

In this article:

Puzzel Softphone is embedded in the Puzzel client and enables agents to answer calls from the Puzzel queues without using an external phone, landline or mobile.

When softphone is activated, agents can choose «softphone» in the logon menu in the client.

Login with Softphone

Receiving call with Softphone

Features and Facts

  • Softphone utilizes WebRTC technology to carry the conversations audio through the agent’s internet browser and internet connection
  • The audio in conversations through softphone is handled through a headset and microphone connected to the agent’s computer, typically via USB
  • Agents can toggle between logging on with a softphone or an external phone
  • Calls to the softphone can be answered manually or with auto answer, in the web version of the Agent Application
  • Puzzel Softphone is only supported using a newer version of Chrome internet browser (version 47 or newer) on desktop devices. Softphone is not available in the desktop version of the Agent Application
  • Softphone requires that agents have stable and sufficient internet access, and it is recommended to estimate 100kbps per softphone call on a wired internet connection
  • When in a softphone call, you can enter DTMF tones by activating the softphone keypad (only available when in a conversation)

Softphone keypad

How to get started

Softphone has a cost and requires a setup by Puzzel. Softphone can be activated on some or all agents based on your demands. Please contact your key account manager for further information regarding prices and cost.

Softphone is only available in our web-client ( and is only supported on the Chrome internet browser (version 47 and newer) on desktop devices. Agents who are logged on with the web client cannot be logged on with the desktop client at the same time.

It is recommended to start testing softphone with one or two agents to begin with and eventually extend the number of users.

Audio setup

Before logging on to the queues with softphone, be assured that a headphone device, suitable for communication is plugged into the desktop device.

Your headphone device should appear in your audio settings on your PC’s system tray, where you can test the device and set relevant definitions. It is recommended to set your headphone device as the "Default Communications Device", and your PC speakers as "Default Device", if this is not already set. This applies for both the Playback- and Recording settings.

The PC's "Default Device" and "Default Communications Device" are related to the settings you soon will be making in the Puzzel client.

Audio device settings (Windows)

Now you are ready to start the Puzzel client and find the softphone settings in the menu:

Softphone settings

In the "Audio Settings" we recommend you to mark the "Use custom device" checkbox and choose "Communications" for both “Microphone” and “Speaker”. This means that you will use the default communications device previously set on your PC for your softphone calls.

Under "Ringer" we recommend you mark the "Use custom ringer" checkbox and choose "Communications" to be able to hear the softphone’s ringing tone on your headphones. If you also want to hear the ringing tone on your PC speakers (e.g. for when you dont have your headphones on), you can choose device under "Also ring".

Audio settings

Note that Puzzel's softphone uses microphone settings in Chrome if "Use custom device" isn't set in the Puzzel client's audio settings. In that case, microphone settings can be changed by clicking on the top right camera icon in the browser:

Chrome audio access settings

To test your audio settings, you can click on the "Check call quality" option in the softphone menu to make an automatic test call to a test service. Here you can record a short message and listen to the quality of it afterwards.

When receiving the first call on softphone, you are prompted to accept the Puzzel client's access to your microphone in Chrome. You must allow this in able for softphone to work properly.

Chrome audio access settings

If you accidentally clicked on "Block" and need to gain access, you can do this by clicking on the Secure setting in the top left corner and then click on the “Block” setting and change it from “Always block on this site” to one of the above settings as shown in the next picture.

Website security allowances Chrome

Puzzel Softphone is hardware agnostic, in the sense that no specific audio hardware is known to 'work better' with our software than any other. However, we still get many questions from our customers about what headsets we recommend agents use. We can't offer any such recommendation beyond simple guidelines, but we can tell you what headsets our own agents use:

  • Plantronics Voyager Focus UC B825-M (wireless)
  • Jabra EVOLVE 40 MS Stereo (wired)
    • Jabra EVOLVE 65 MS Stereo (wireless)

As for simple guidelines, a good option may be to simply look for well-reviewed gaming headsets. These are designed to be worn comfortably for many hours, and audio quality from both the microphone and speakers is key. Those are the key things to look for: comfort and audio quality. The headsets we have mentioned specifically above are not gaming headsets, but they are the ones we use and are happy with.


Support and Troubleshooting

If you are having problems using softphone, double check your audio settings on both your PC and in the Agent Application first. You can also contact your supervisor who again will consider further actions and perhaps contact Puzzel Support if necessary. We have some known issues below that might be similar to your problem:

We have occasionally experienced calls where the agent can’t hear the caller, but the caller can’t hear the agent. It might be related to a poor internet connection or a drop in the net. Check if your internet connection is wired and that the connection seems stable elsewise.

Workaround - Take a note of the caller’s phone number and tell him or her that you’ll call them back (remember that the caller can probably hear you).

It is likely that you can’t answer and hang up softphone calls or adjust the volume through the controls/button on the headphone’s USB cable. This is because so called HID events (actions triggered by a USB device) apparently aren't supported yet in Chrome or other browsers. We are following Chrome for the support for this feature, since it is relevant for most softphone users.

For more technical details and requirements regarding Puzzel Softphone, please read our basic requirements document found here (requires logon).

Increasing debug level and sending log files to Puzzel

If you are experiencing problems that aren’t easily solved, it might be an idea to increase the level of logging (to debug or trace), but please co-operate and clarify this with Puzzels support team in advance. Increasing the debug level is also set in the client’s menu.

Agent Application debug logging menu

If asked to send the log files to our support, you can access them by pressing F12 on your PC while in your Chrome browser (where your Puzzel Client is) and choose “Console”. You can save the log files as a text file by right clicking on the text and pressing “Save as”, and saving the file to your PC. Add this file as an attachment in your support issue so that we can analyze it.

Chrome console logs

NOTE: If you sign out of the client (after having experienced an error situation), the log is reset, unless you have ticked off for "Preserve Log" in the Console. Therefore, it is an advantage if you can save the log immediately before signing out when you experience errors. Send the log file to Puzzel in an existing ticket or attach this if creating a new one.