Using the Webphone Pro

The Webphone Pro is the main widget within the agent console in Issabel Contact Center. Its functionality depends on the type of active license (Voice or Omnichannel) and allows centralized management of calls and digital channels.

Main Features

• Make and receive calls.
• Handle auto-assigned campaign calls.
• Manually dial any number using the PBX dialing pattern.
• Real-time interaction with customers through digital channels (with omnichannel license).
• Internal communication with other agents via chat or extension call.
• View digital interaction history.
• Real-time monitoring of digital channels (for supervisors with omnichannel license).

Use Cases

• Contact Center operations: Handle inbound and outbound calls assigned via campaigns.
• Administrative or sales departments: Use as a softphone extension with click-to-call from the contact directory.
• Omnichannel operations: Manage calls and digital channels such as WhatsApp, Telegram, WebChat, or SMS from a single interface.

Webphone Pro Components

Below is a description of the main components of the Webphone Pro.

1. Information Bar

• Displays current time.
• Shows the agent’s name and assigned extension.
• Indicates online/offline status.
• Displays queue login status (required to receive calls).

2. Digital Interaction Area

• Main interface to manage customer or internal chats.
• Supports text, emojis, documents, and voice messages (if enabled).
• Allows transfer to agents, work groups, or bots.
• Includes tools to categorize and close interactions.
• Supports adding contacts (available for WhatsApp and SMS channels).

3. Contact Sidebar

• Lists active interactions with customers.
• Displays available agents for internal chat.
• Shows customers waiting in queue for attention.
• Filters include:
  • Active chats.
  • Available agent extensions.
  • Unread messages.

4. Quick Dial Box

Input field to paste or type a number (following the Issabel dialing pattern) and start a call immediately.

5. Side Menu

Contains additional tools and settings:

• Dialpad: Visual keypad for mouse-based dialing.
• Audio settings: Input/output device configuration.
• Call options:
  • Call hold.
  • Auto-answer: Automatically picks up calls without manual interaction (can be forced globally from the Panel Manager).
  • Intercom mode.
  • Ringtone selection.
  • Restart phone: Restarts the softphone interface if needed.
• Voicemail: Allows you to review the agent's voicemails.

For agents with an Omnichannel license, it also includes:

• Interaction history for digital channels.
• Real-time monitoring of digital conversations (for supervisors).

Technical Considerations

• Feature availability depends on the agent’s license and permissions.
• Auto-answer can be globally configured to prevent local changes by agents.
• The Webphone Pro runs entirely in the browser—no software installation required.

If there is any incorrect or incomplete information, or additional information needs to be generated, please write to isscc@issabel.com.