PBX & Call Center
Web softphone
A phone inside your browser: dial pad, directory search, hold, transfer, park, conference, queue controls and call recovery after a page refresh.
Contents
- What it is for
- Who can use it
- Where to find it
- The screen explained
- Tasks
- Example scenario
- Tips
- Troubleshooting
- Related pages
What it is for
The softphone lets you make and take calls from 9bx using your headset, with the customer's details shown on screen.
Who can use it
Staff whose user is linked to an extension that is switched on, and whose role includes the phone. Your administrator sets this up (see Extensions).
Where to find it
The Phone button in the top bar ("Open phone"). The status shows Ready, Connecting..., Offline, Can't connect or Not set up.
The screen explained
The softphone dial pad, history tab and an active call.
Dial pad and history
| Item | Meaning |
|---|---|
| Dialpad tab | Type a name, ID, number or extension; matching Colleagues, Clients, Contacts and Leads appear (with Favourites). Press Call. |
| History tab | Calls on this extension. Press a row to redial ("Call ... again"); Load more shows older calls. Status can be Answered, Missed, Busy, Failed, Voicemail. |
| Ext. choice | If you have several extensions, choose which to call from. |
| Presence | Available, Away, At lunch, Do not disturb (calls skip your phone and follow your forwarding or voicemail). |
During a call
| Button | What it does |
|---|---|
| Mute / Unmute | Stops your microphone. |
| Hold / Resume | Puts the caller on hold. |
| Keypad | Sends key presses, for example to an automated menu. |
| Transfer | Blind moves the call straight away; Consult first puts the caller on hold while you talk to the new person, then you press Complete transfer (or Cancel). |
| Add call | Calls a second number; the first call goes on hold. |
| Merge / Split / End all | Builds a conference (everyone hears each other; audio is mixed in your browser, so keep the tab open). |
| Record | Appears when recording is "on demand" for your extension. |
| Hang up | Ends the call. |
| Switch | Moves between several calls. |
| Call waiting | A second incoming call offers Hold & answer, End & answer or Decline. |
| Park a call | Dial the park feature code (shown under Feature codes) to park a call and pick it up from another phone by dialling the slot number. |
Incoming calls
An incoming call shows who is calling (the client, lead or contact record is found automatically, with open tickets and last call) and Accept / Decline. Open record opens the customer profile.
Wrap-up
After a call, a Wrap up the call window asks What was it about? (call topic), Caller category, a Note, and Follow-up needed. Quick actions: Create ticket and Create lead. Wrap-up can be Required, in which case new calls are held for a short time while you finish.
Queue and forwarding
- Call queues: Take queue calls, choose a break reason, or Log out of queues. My queues shows waiting callers and Pick up to answer one out of turn.
- Call forwarding: Always, When busy, When not answered, When offline, to an extension, ring group, external number or voicemail. While "Always" is on, other rules are skipped.
- Feature codes: a reference list of star codes.
Supervisor monitoring
Your phone rings when you start monitoring. Choose Listen, Whisper or Barge (see Live calls).
Settings
| Setting | Meaning |
|---|---|
| Microphone / Speaker | Choose devices; microphone changes apply from the next call. |
| Relay only | Sends audio through the relay server. Turn on if people cannot hear you on a strict office or mobile network. |
| Incoming call notifications | Browser notification when 9bx is in the background. |
| Resume a call automatically after a reload | Or Follow the organization. |
Call recovery after a refresh
If you refresh the page or it reloads during a call, the caller is kept on hold for a short grace period and a Call in progress - Resume banner appears. Press Resume to carry on, or Hang up. A countdown shows the time left. If the time runs out the caller is sent to the fallback (voicemail, a queue or hang up) set by your administrator.
Tasks
Make a call
- Open the softphone and wait for Ready.
- Type a name or number. Pick a match, or press Call to dial what you typed.
- Allow microphone access if the browser asks.
Transfer with an introduction
- During the call press Transfer and choose Consult first.
- Enter the extension and press Call. Talk to the colleague.
- Press Complete transfer. If they cannot help, press Cancel and press Switch to return to the caller.
Recover a call after refreshing
- Press Resume in the Call in progress banner within the time shown.
- Check your microphone and carry on.
Example scenario
Imran at Padma Net Support answers a call from a customer. The softphone shows "Open tickets: 1" and the last call yesterday. He puts the customer on hold, consults the billing colleague on extension 1012, then completes the transfer and saves the wrap-up with the topic "Billing".
Tips
- Use a headset; allow notifications so you do not miss calls when 9bx is in another tab.
- Do not refresh during a call; if it happens, resume immediately.
- Press Reconnect if the status says Offline.
Troubleshooting
| Problem | Fix |
|---|---|
| "No extension linked to you" | Ask your administrator to link you to an extension. |
| "Your extension is switched off" | An administrator must switch it back on. |
| "Phone system not set up yet" / "Phone system is getting ready" | Your organisation has no phone server yet, or it is still being prepared. Try again in a few minutes. |
| "Calling isn't enabled for you" | Your role does not include the phone. |
| Microphone blocked | Allow microphone access from the browser's address bar, then try again. |
| People cannot hear me | Turn on Relay only in softphone settings. |
| "Your line is connected in another 9bx tab" | Only one tab carries call audio. Switch to that tab. |
| Transfer failed | "The transfer didn't go through. The call is still connected." Try again. |