Handling calls using Integrated Softphone

If an administrator has configured multiple voice agents and the integrated softphone gateway media servers in YSE for an employee, the employee can choose which integrated softphone and phone type to use to receive voice calls from the Web Ignite.

Registration of Softphone

Scenario 1

If an administrator has configured an employee's voice agent and the integrated softphone gateway media server in the YSE, and when the agent logs into the Ignite, go to Options > Phone page, Integrated Softphone option is displayed.

If the Integrated Softphone radio button is selected and the agent Logs in to the Ignite, the integrated softphone gets automatically registered with the voice agent and the programmed gateway media server.

Note:

For SIP, after you register the integrated softphone the employee's state will not change to Available, this is to align with existing SIP behavior.

Scenario 2

If an administrator has configured an employee's voice agent as either External number, MiCollab Softphone or Desk phone, with Remember my Extension checkbox as unchecked for Desk phone. In this case, when the agent logs in to the Ignite, Log in to a phone page appears. In this page the agent can choose which phone and phone type to use to receive voice calls.

Note: For SIP, you cannot configure External Number or MiCollab Softphone.

De-register Integrated Softphone

When the employee logs out from Ignite, the Integrated Softphone will de-registered automatically.

Answering Calls using Integrated Softphone

The following states of the new call icons are displayed on the agent's Ignite Phone tab, based on the softphone registration, and the corresponding tool tip is displayed when you hover over the call icon.

Table 1. Integrated Softphone Registration Status
Registration Status of Softphone	Phone Icon in Ignite	Tool Tip (hover over the phone icon)
Registered Softphone	The Call icon is green in color.	"Integrated softphone registered / New Call".
Not Registered Softphone	The Call icon is Red in color.	"Integrated softphone registered / Click to register integrated softphone". Note: For OpenScape PBX – "Integrated softphone not registered" is displayed.
Softphone not enabled	The icon is Black in color.

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