Softphone

The Phone tab provides a browser-based softphone that lets you make and receive calls directly from the portal. It uses WebRTC technology — no plugins, downloads, or additional software are required.

Requirements

• A modern web browser (Chrome, Edge, Firefox, or Safari)
• A microphone (built-in or external)
• Speakers or headset for audio output
• The browser must have microphone permission granted for the portal site

Connection Status

The softphone displays its connection status at the top of the Phone tab:

Making a Call

1. Click the Phone tab (if not already selected)
2. Enter the phone number or extension using the dial pad, by clicking the number field, or by simply typing on your keyboard — digit keys automatically go to the dialer
3. Press the green Call button or press Enter

For external calls, dial the number as you normally would from your desk phone. For internal calls, enter the extension number (e.g., 101).

Receiving a Call

When an incoming call arrives, a notification overlay appears with the caller's information (if available). You have two options:

• Answer — Click the green phone button or press Enter to accept the call
• Reject — Click the red button or press Escape to decline the call (the caller hears your voicemail or the configured no-answer destination)

A ringtone plays while the call is ringing. The notification shows the caller's name and number when available.

In-Call Controls

During an active call, the following controls appear below the call timer:

Transferring a Call

During an active call, click Transfer to open the transfer dialog. Enter the destination extension or phone number, then choose one of two transfer modes:

Blind Transfer

Click Blind Transfer to send the call immediately. The caller is connected to the destination and your call ends. Use this when you don't need to speak with the recipient first.

Attended Transfer

Click Attended Transfer to speak with the recipient before connecting them to the caller:

1. Your original call is automatically placed on hold
2. A consultation call is placed to the destination
3. Once the recipient answers, you can speak with them (e.g., introduce the caller or explain the situation)
4. Click Complete Transfer to connect the caller with the recipient — your call ends and the two parties are bridged together
5. Or click Cancel to hang up the consultation call and return to your original caller

If the recipient doesn't answer or the consultation call fails, you are automatically returned to your original caller.

Conference Calls

The softphone can merge two active calls into a conference and let you keep adding participants — all bridged together on the server so everyone can speak and hear each other.

Starting a Conference (merging two calls)

1. While on a call, click Transfer and enter the number of the second person you want to add.
2. Click Attended Transfer and wait for the second person to answer.
3. Once they pick up, instead of clicking Complete Transfer, click Merge to Conference.
4. All three of you are now connected in a shared conference room. The header shows In Conference — Room 999XX.

Adding More Participants

Once you're in a conference, the Transfer button becomes Add Participant:

1. Click Add Participant and enter the next person's number.
2. Click Attended Transfer to consult with them first (your existing conference is held while you talk).
3. Click Send to Conference to drop them into the conference. You stay connected; they join everyone already in the room.
4. Repeat as needed, up to 10 participants.

Leaving & Rejoining

If you hang up, the conference keeps running as long as at least one other person is still in it — you can rejoin anytime by dialing the room number shown in your call history. Conferences automatically end when everyone has left.

Desk Phone Conference Key

If your admin has programmed a Conference key on your desk phone, it lights up whenever you have an active conference room and goes dark when the room ends. Press the key anytime to rejoin your room, or use the *38 feature code: while on a call, press your phone's Transfer button and dial *38 to drop that call into your conference. Repeat for each person you want to add, then press the Conference key (or dial *38 by itself) to join the room.

Side Panel

The softphone includes a collapsible side panel with quick-access features that are always available, even during calls:

The side panel stays accessible when you switch to other portal tabs, so you can browse contacts or check recent calls while on a call.

Audio Devices

Click the speaker icon at the bottom of the softphone to expand the audio device selector. Here you can choose:

• Audio Output — Select which speaker or headset plays the call audio
• Microphone — Select which microphone captures your voice

If you connect a new headset or audio device, click the speaker icon to refresh the list and select the new device.

Browser Permissions

The first time you use the softphone, your browser will ask for permission to access your microphone. You must Allow this for the softphone to work. If you accidentally deny the permission:

1. Click the lock/site-info icon in your browser's address bar
2. Find the microphone permission and change it to Allow
3. Refresh the page

Keyboard Shortcuts

The softphone supports full keyboard control so you can make calls, answer, hang up, and manage calls without using the mouse. Shortcuts are automatically disabled when you are typing in other areas of the portal (such as chat or search fields).

Tips

• Use a headset for the best audio quality and to avoid echo
• The softphone stays connected as you switch between other tabs (Settings, Call History, etc.) — you won't miss incoming calls
• If you experience audio issues, check your audio device selection and ensure no other application is using the microphone exclusively
• You can click phone numbers in the Phonebook tab to dial them directly through the softphone
• You can dial entirely from the keyboard — just start typing a number, press Enter to call, and Escape to hang up