This article will demonstrate how to use the Web Phone client. The Web Phone acts as a softphone, linking to your Level365 account without needing to use a physical phone. The Web Phone has two different views, expanded and compact. If you're tagged as a Call Center Agent there is an additional Call Center tab shown below. This article will use both views throughout.
Google Chrome is the only supported browser for Web Phone use.
Start by browsing to the Web App and logging in.
After logging in, select Apps at the top right of the page, then click Web Phone Client . This will pop out the client in another page.
Upon first login, you will be prompted to select your Microphone and Audio Output device. You must do so before proceeding.
To view our recommended headset settings please click HERE.
After the Web Phone launches, ensure the client has registered properly. This can be determined by looking at the top right side and noting the color of the telephone receiver. If it displays a green receiver, the client is registered and ready to make or receive calls. Otherwise it will tell you if it is Connecting or Unregistered.
The Web Phone registration is dependent on a working microphone/headset and an internet connection.
The Compact View is the default view that opens, to expand you can click the Maximize button shown below.
The Expanded View will allow you to dock multiple message conversations to see multiple at once.
The Call Center Tab only appears if you're a Call Center Agent and assigned a Call Queue.
Navigating the Web Phone Client
The default landing page is the Call Center tab if your account has been added to call queues.
Expands menu options on the left side to see navigation bar. Add a Status Message.
Displays name, email and profile picture.
To place a call using the Web Phone, click the orange dial pad icon located on the left side.
Enter the extension or number by typing, using the number keys on your keyboard or pasting a number, then click the green phone button.
You can change your queue status, view waiting calls, availability status, and view individual stats via the Call Center section in the Web Phone.
Select the Call Center icon in the navigation menu on the left.
From this screen, you can log out of individual queues by clicking the Log Out button that becomes visible after hovering over the callers waiting/agents icon.
Clicking on the bar itself will display waiting calls and agent status.
To access your individual stats, click the My Stats tab in the Call Center section.
To toggle your overall status, click the Online drop-down at the top of the screen.
The contacts screen will display all the extensions in your domain as well as any contacts saved into the Level365 platform. Clicking on a contact will allow you to call or message them, or add them into your favorite contacts.
The following image is of the call history tab. From this page you have the ability to look over your call history along with the ability to callback, send a text (if subscribed to service), save the number to a new contact, and add to an existing contact.
The following is the Voicemail tab. If you click on the voicemail itself, it will present additional options.
Clicking on Voicemail dropdown will give you the option to choose New or Saved folder. To access the Trash folder you will need to access your voicemail in the Web App.
- Clicking on the voicemail will present you with the voicemail transcription (if enabled) and options.
- Handset icon will callback the number who left the voicemail.
- Save icon will allow you to download and save the message.
- Arrow icon will forward the voicemail to another extension.
- Trash icon will delete the message.
To start a new conversation, click the Chat icon located on the left side. Click on New Conversation to start a chat or text.
Call parking is a virtual hold where other phones on Level365 can pick up that call as well.
To park an active call, click on the Park call button in the in-call controls.
In the resulting interface, click the Park icon next to the parking lot you wish to use.
- To retrieve parked calls, enter the Call Parks screen by clicking the Park icon.
- Click the phone icon next to the call you wish to pick up. The system will then place a call to your Web Phone to connect the call.
- Click the green handset icon to answer the parked call you're retrieving.
Answering Rules allow you to make changes to how calls are received. These will need to be created in the Web App before you can set them through the Web Phone client. If you have created one for your extension you will see it along with the default. The active rule will have a small blue dot next to it when it is active. You can click on the rule to display how an incoming call will behave when active, and change the order of these by left clicking and holding on the 2 lines to the right of the rule. Drag the rule up or down to rearrange them, with the top Answering Rule taking precedent when it's associated Time Frame is active.
See these articles for more information relating to Time Frames and Answering Rules:
Click on Greetings icon to select and listen to the active greeting or to create a new one. Click on the + sign to create a new greeting, type in a Greeting Name and click the blue record button.
You can only record a greeting via Web Phone. To use Text-To-Speech or Upload a recording you must use the Web App.
The last selection is the Settings option. From here you have the ability to change the device you are calling from, your audio settings, your Ringtone, and Call Waiting preference.
13. Logout
Logs you out of the Web Phone.
This section will provide steps to make a call and options when receiving a call.
To place a call using the Web Phone, click the orange dial pad icon located on the left side.
Enter the extension or number using the number keys on your keyboard or pasting a number, then click the green phone button.
When receiving a call you will hear ringing through your speakers or headset, whichever is configured. A pop up will appear and present 3 options to choose from.
Answer - Answers the incoming call.
Ignore - Mutes the ringing and hides the call, the call rings until reaches ring timer then rolls to voicemail or configured unanswered route.
Reject - Sends call directly to voicemail or configured unanswered route.
There's three transfer options, Blind, Assisted and to Voicemail.
Blind transfers send the caller directly to the intended party.
*On Active Call*
- Click Transfer
- Choose from contacts or Dial a new number
- Search Contacts, Dial an Extension or Number
- Click Green Phone Icon
- Click Blind Transfer
Assisted transfers allow you to speak with the intended party before sending the caller to the intended party.
*On Active Call*
- Click Transfer
- Choose from contacts or Dial a new number
- Search Contacts, Dial an Extension or Number
- Click Green Phone Icon
- Click Assisted Transfer
- Click Complete Transfer to send caller to the attended party.
Voicemail transfers allow you to send the caller directly to the attended party's voicemail.
*On Active Call*
- Click Transfer
- Dial a new number
- Dial 99+an Extension (example: 99102 - to send to voicemail box for extension 102)
- Click Green Phone Icon
- Click Blind Transfer
A 3 way conference call allows you to talk with 2 other parties at the same time.
*On Active Call*
- Click Add call
- Choose from contacts or Dial a new number
- Search Contacts, Dial an Extension or Number
- Click Phone icon on contact page or Green Phone Icon
- Click Merge Transfer
Other Call Control Options
Swap calls: allows you to swap between multiple calls that have not been merged.
Split calls: when calls are merged, you have the option to split them back up to speak to only one party.
