All members of an organization have access to the Standalone Webphone. This includes Administrators, QA Managers, and Office Employees. This article will focus on the Standalone Webphone from an Agent perspective and highlight its functionality and features.
In order to open the Standalone Webphone on your dashboard, you would need to click on the phone icon to the left of your displayed username.
After the icon has been selected the Standalone Webphone will then sign in using the credentials associated with the profile that you are currently making use of.
Once the Standalone Webphone has signed in successfully, you will then be presented with the following view.
Now that the Standalone Webphone is successfully signed in, you will notice that a few features are very similar to that of your dashboard. Going over the features from the top left and going down.
This is your presence selector. It possesses the exact same functionality as any other dashboard and allows you to select a presence suited best for when you are in an Off Duty state. Like all of the other dashboards, you will also see the username of the dashboard that you are using displayed above the presence selector.
Below the presence selector, you will find the Routing Status function. This is responsible for toggling whether you are off duty or on duty and ready to receive new interactions. Note that on the agent dashboard, whatever the routing status is set to on the Standalone Webphone, the dashboard will reflect the same information. The same is true if changes are made to your agent dashboard, the Standalone Webphone will reflect said changes.
The next section on the phone is the Dialpad. The Dialpad acts as any standard phone and allows you to input any number of your choosing to dial out. Note that inbound numbers will also reflect here. The dial-pad allows you to control the volume of calls, inbound or outbound.
When an agent gets served an inbound call on the Standalone Webphone, and the Standalone Webphone is open, the agent will get a prompt to answer the call at the bottom of the Dialpad.
At the very bottom of the Standalone Webphone is the Outbound Flow Selector along with the Standalone Webphone connected status. This feature, similar to the Routing Status and the Presence Selector, affects the agent dashboard as well as the Standalone Webphone. The connected status on the Standalone Webphone will display if your phone is connected or not. Having the phone disconnected will not allow you to receive any calls and you will constantly be put into a Not Responding status.
Finally, we have the settings of the Standalone Webphone which can be located in the top right corner of the phone.
From here you can click the Settings option in the dropdown menu. Once inside the settings of the Standalone Webphone you will then be able to make adjustments to your audio output and input with the Microphone and Speaker settings.
In the settings, you can also enable and disable the Auto Answer on the phone. Auto Answer allows for inbound interactions to be answered automatically without accepting the interaction on the Standalone Webphone itself. Along with this setting, you will have the ability to enable and disable the Incoming Call Pop Up. This is the feature that provides you with a pop-up message that appears above all other applications currently open on your desktop to inform you that there is an inbound call coming through to your dashboard. After any changes are made, ensure to click “Done” as this will save the changes that you have made.
This article covers the Standalone Webphone and its functionality in its entirety.