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