Extensions & Webphone
The extension is the person, not the device. One number reaches them, three SIP lines hang off it, the browser is one of those, and a call already in progress can walk from the tab to the desk phone without either side noticing.
Extension acme1042 · Dana Whitlow, 04:12
2 of 5Product figures from the platform’s own defaults - not customer averages
How it works.
One extension, three lines
A person gets one extension and it is theirs alone. Three SIP lines derive from it, for the browser, the mobile app and a desk phone, each with its own credentials. Any flow that can send a call to a person can reach all of them.
The browser is the phone
The softphone registers over WebRTC from the tab the rep is already working in. Nothing is installed and nothing is polled: registration state and call state arrive on the same push channel the rest of the workspace runs on.
Move the call, keep the call
A device switch does not hand over and hope. The platform rings the target, waits for it to answer, swaps the audio and only then releases the old leg. If the target never picks up, the conversation carries on where it already was.
The phone and the call are separate
The sidebar widget is the phone: registration, network, extension, microphone and speaker. Every control that acts on a live call lives in the bar at the top of the screen, which exists only for as long as the call does.
Two moments in every call.
Every call passes through the same seven. Extensions & Webphone is the lit ones, and everything either side of it is a different page in this category.
- 01Number
the line it arrives on or leaves from
- 02Route
where the call is sent and to whom
- 03Dial
placing it, and how many at once
- 04Connect
the moment a person picks up
- 05Talk
while the conversation is happening
- 06Wrap
the code, the notes, the next step
- 07Record
what is kept, and where it is kept
The specifics.
8 facts- Extension
- One per person, unique across the workspace, up to thirty characters
- Derived lines
- Browser, mobile app and desk phone, each with its own SIP credentials
- Browser phone
- WebRTC over a secure websocket, with no installer and no plugin
- Device move
- Target rings first, audio swaps on answer, the old leg drops last
- Move failure
- If the target does not answer, the call continues on the current device
- Ring me here
- Any line can be excluded from queue calls; direct dials still reach it
- One session
- A second tab or device claims the phone rather than registering alongside
- Widget scope
- Status only; answer, mute, hold, keypad and hangup live in the call bar
Where the call goes next.
A call is a chain of decisions, and this is one link in it. These are the ones either side.
More in Contact Center
20 capabilitiesFlows, queues, oversight and compliance screening on lines we run ourselves.
Decide what happens when your number rings, then walk a test call through it before a customer does. Thirty-nine nodes, nine categories, one canvas.
Coach a rep mid-call without the customer hearing it, then join outright if it turns. Moving between the three never drops the call or rings anyone again.
Reps stop sitting through ring-outs. More lines open than you have people, paced off your live answer rate, and the abandonment cap you set is a ceiling.
Hand the tempo to the rep on one campaign and take it back on the next. Preview waits for them to read the record; power opens lines the moment they are free.
Reps stop greeting voicemail. The line is judged person or machine before a headset is involved, so what lands in one is somebody who said hello.
Decide what callers hear in the first ten seconds, and where the ones who press nothing end up. Fifteen starting templates, built as a step in the flow.
Stop the same two people carrying the floor. Six answers to who gets asked first, changed on the queue you already have rather than built again from scratch.
A caller reaches somebody who can actually help. Agents short of the skill a queue asks for never see the call, and a failover catches what nobody can take.
A caller presses a digit, hangs up and keeps their place in line. Repeat requests merge, so nobody rings the same person twice about one problem.
Your best account stops waiting behind everybody else. Flag the lead and they skip the welcome and the cap, while aging keeps ordinary callers from starving.
When a call is disputed, who said the line is read off its own channel rather than argued out of the wording. Both sides captured, merged into one file.
One code is the whole of a rep's paperwork. Twenty-six behaviors hang off it, so the task, the callback and the do-not-call mark happen on their own.
The check runs before the number is dialed, not as a report on Monday. Federal DNC, known TCPA litigators and your own list, each block written down.
Buy the number and it already knows where to send its calls. Search live carrier inventory, filter by country or by the digits it ends with, then claim it.
One number reaches a whole country and the caller pays nothing for it. Toll-free routes through the same flows and bills from the same wallet as local lines.
Selling into a country you have no office in still means a number that looks local. Four carrier providers, so a new market is a purchase, not a project.
Closed is a fact about the clock, not something each flow decides alone. Write the week and the holidays once and every queue and campaign shuts with you.
Where a supervisor picks which call to join. Every conversation currently up, who is on it, the queue it came through and how long it has run, changing live.
Text from the numbers you already call on. The thread sits beside the calls to that contact rather than in a second app nobody on the floor ever opens.
Everything a caller hears that is not a person. Before you replace a prompt, the page names the menus, queues and mailboxes still playing the one you have.
The rest of the platform.
Five more categories, all on the same record and the same bill. Each card names three of its capabilities, so you can tell from here whether it is worth opening.
Contact Center
See extensions & webphone on your own floor.
Thirty minutes, your numbers and your data. We will set extensions & webphone up live and you can decide from the thing itself rather than from this page.
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