Understanding your Webphone



The AVOXI Webphone is available to all License holders and gives agents the ability to make phone calls without the need for a physical telephone.  Calls can be made over the internet using a device with a mic and speaker, including computers, tablets, and mobile devices. 

AVOXI's webphone allows your team to handle calls from their computers or make outbound calls and customize their caller ID.  Functionality and features include the following:

  • Browser-based webphone - Easily take calls from your computer browser from any location without needing physical phones.
  • Click-to-call - Drive agent productivity with the click-to-call browser plugin and auto-dial any number presented through a webpage on the AVOXI webphone.
  • Global outbound dialing - Make outbound calls to any location worldwide with customizable caller IDs.
  • CRM integrations with screen pop - Take advantage of Help Desk and CRM integrations to give your agents more context during customer calls.
  • Network Indicator in Webphone - AVOXI is a browser-based application that requires a network connection to successfully receive and make phone calls.  The strength of the network connection can also impact the quality of these calls.  The Network Indicator in the webphone is available to provide a quick reference to the user's network strength.
  • Selecting your audio device As an AVOXI user, you have the ability to configure which audio device is used when receiving calls via your AVOXI webphone.  


Below is a breakout of the Call Controls within your Webphone:

Agent Status

It will also show the "agents status" so you know who is available to take a call.  Learn more here!

Contact name and number 

Using CRM integration the screen pop will automatically display customer information from the CRM platform to your AVOXI webphone for queue calls with a matching CRM caller-id. This feature is only available to AVOXI Enterprise Licenses holders and gives Admin users the ability to save their credentials within the AVOXI platform to enable the connection.  They can also enable or disable the screen pop functionality for specific queues to determine which agents can see the CRM information when a queue call comes in.  Learn more here!

Hold and Mute

Click the mute button to mute a call.  When your call is on mute, you can hear the caller, however, the caller cannot hear you.

To place a call on hold, select the hold button.  When your call is on hold, you can not hear the caller and the caller can not hear you but will instead hear the hold music. 

Call Transfer (Warm and Blind transfer to Agents)

When transferring calls you have two options: warm and blind transfer.

With a warm transfer, agents can speak to each other to prepare them with the relevant information before transferring a caller.  This feature was designed to enhance the customer experience and also, reduce the call time.

With a blind transfer, agents can transfer callers to a ring group or another agent without speaking to the new agent first. This option is best when you are transferring the call to a queue that has a long wait time.

Pause Call Recording

If call recording is activated all calls will automatically be recorded.  Users have the option to "Pause Call Recordings" within the webphone application. 

Three-way calling 

3-Way calling gives Genius License holders the ability to instantly add a call participant to an existing inbound or outbound calls.  

As the call creator you can:

  • Speak to the agent or external participant before merging them to an active call
  • Swop callers on hold 
  • Split a three-way call
  • Disconnect a participant from the call

Add an external phone number

To add an agent or external phone number to your call, simply click "Add Call" located on the bottom right-hand side of your webphone.


Add an Agent

Add an agent or manager to the call using the contact list or by typing the relevant name/extension number into the search bar. Add them to the call by clicking the "" icon located next to their name.

Genius Tip: Agents that are available will have a green dot next to their name.  If the agent has a blue or red dot next to their name are unavailable to join the call.

Adding an External Number

To add an external number, simply type "+" and then select the dial pad number to dial the phone number you wish to add. 

Genius Tip: Be sure to dial “+” followed by the country code and number (no spaces or dashes).

Merge Now

  • Select "Merge Now", the agent or external number will immediately ring and the existing call participants will be placed on hold.
  • Once the call is accepted, the new agent or external participant will automatically be added to the call. All participants can now converse.

Call Participants

  • During a conference call, you will be able to see the active participants' details and call duration within your webphone.

Call First

  • If you want to speak to the agent or external participant before merging them into the active call, simply select  "Call First".  The existing call participant will automatically be placed on hold.
  • Use the "Swap" icon to place the second caller on hold and speak to the first call participant.
  • Genius Tip: This functionality gives you the ability to speak to both call participants independently
  • Once you are ready you can select "Merge" to start a three-way conversation.

Once the call is accepted, the new agent or external participant will automatically be added to the call. All participants can now converse. 

Split Call

  • As the call creator, you can split the three-way call at any time using the "Split Call" icon.  This will automatically place the second call participant (the agent or external participant you added to the call) on hold.  Use the "Swap" functionality to change which participant is on hold.
  • Select "Merge" at any time to re-start a three-way conversation.
  • Genius Tip: Should you end the call while it's split, the active call participant will be disconnected (this will not disconnect the call participant on hold).

Ending the Call

If the call creator ends the call while the call is split, the active call participant will be disconnected and the remaining call participant will automatically be taken off hold. When the call creator ends the call, all participants will automatically be disconnected.




Network Indicator

AVOXI is a browser-based application that requires a network connection to successfully receive and make phone calls.  The strength of the network connection can also impact the quality of these calls.  The Network Indicator in the webphone is available to provide a rough estimate of the user's network strength.

There are three network strength results that can be represented by the indicator.  These results are determined by the Bandwidth and the Round Trip Time of the network and are detailed below.

Good

Indicated by three green bars, a Good connection exceeds the network requirements.  Bandwidth is above 0.2 Mbps and Round Trip Time is 100 ms or less.

  • Bandwidth: 0.2 Mbps or more
  • Round Trip Time: 100 ms or less

Fair

Indicated by two yellow bars, a Fair connection meets network requirements.  Bandwidth is between 0.1 - 0.2 Mbps and Round Trip Time is between 100 - 150 ms.

  • Bandwidth: 0.1 - 0.2 Mbps
  • Round Trip Time: 100 - 150 ms

Poor

Indicated by a single red bar, a Poor connection is below network requirements.  Bandwidth is below 0.1 Mbps and Round Trip Time is above 150 ms.

  • Bandwidth: less than 0.1 Mbps
  • Round Trip Time: more than 150ms.
Delete

Note:  Both the Bandwidth and the Round Trip Time must meet the requirements for each network strength result.  If they don't, the lesser of the two is used to determine the network strength results. 


Hovering over the indicator will provide the corresponding Bandwidth and Round Trip Time for the current network strength.  An example Good network connection is below:


When the network strength is Poor, the network details will be provided along with recommendations for improving the network strength.  More information on these recommendations can be found at the following link: Network and Connecting Issues

An example of a Poor network connection is below:



Selecting your Webphone Audio Device

As an AVOXI user, you have the ability to configure which audio device is used when receiving calls via your AVOXI webphone.  


Microphone Settings

  1. To get started simply select the setting icon located in the top right-hand corner of your webphone.
  2. Using the dropdown under the "Microphone" select one of the available options.  
  3. Once selected you should see the input bar animate as you speak.

Speaker Settings

  1. Under the "Output speaker" use the dropdown to select one of the available options.
  2. The "Ringing speaker" has a checkbox for "Same as Output" which is checked by default.  To adjust this setting, simply uncheck the “Same as Output” box and select a different device.  When a different device is selected, calls will ring on both the Output speaker and the Ringing speaker.
  3. There is a "Test" button located next to each drop-down to test the "Output speaker" and if applicable the "Ring speaker".**  

**The webphone must be docked to the AVOXI application to test the speakers.  If the webphone is undocked or 'popped out' of the browser, the settings can still be updated and will work as configured but cannot be tested until the phone is docked.

Delete

Note:  Calls will always ring on both the Output and Ring Speaker (example: If the "Ring Speaker" is set to the Built-In speaker and the "Output Speaker" is set to a headset, then all calls will ring on both the Built-In speaker and headset.




Give feedback about this article

Was this article helpful?

Have more questions? Submit a request

Can’t find what you’re looking for?

Contact our award-winning customer care team.