Softphone - Basic Information

What is Connect Softphone

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

When Softphone is activated, agents are able to choose «Softphone» in the logon menu in the client.

 

Features & 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 Connect web client. 
  • Connect 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 Connect Desktop Client. 
  • 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)

 

How to get started

Softphone has a cost and requires a setup by Intelecom. 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 (https://client.intele.com), 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 a recommended to start testing softphone with only one or two agents to begin with, and eventually extend the amount 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.

First of all, your headphone device should appear in your audio settings on your PC’s system tray, wherefrom 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 Connect client.

 

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

 

Under "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 to mark the "Use custom ringer" checkbox and choose "Communications" in 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".

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

 

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 Connect clients access to your microphone in Chrome. You must allow this in able for Softphone to work properly.

If you accidentially clicked on "Block" and need to gain access, you can do this by clicking om the microphone icon in the top right corner of your Chrome browser and choose "Always allow https://client.intele.com to access your microphone".

 

Support & Troubleshooting

If you are having problems using softphone, double check your audio settings on both your PC and the Connect client first. You can also contact your supervisor who again will consider further actions and perhaps contact Intelecom's support, if neseccary. 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 (which Intelecom develop against) 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 Connect Softphone, please read our basic requirements document found here (requires logon).   

Increasing debug level and sending log files to Intelecom

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 Intelecoms support team in advance. Increasing the debug level is also set in the client’s 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 Connect 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.

 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 and have an agreement with Intelecom to send log files.

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