21.1 Overview

The AIUNIFY Call Center Softphone allows Customers and authorized Agents to make and receive telephone calls directly through a supported web browser.

The Softphone can be used to:

1. Make an individual outbound call
2. Call a saved contact
3. Receive an incoming call
4. Select an assigned business number
5. Use a direct telephone number or SIP-trunk number
6. Record a call when permitted
7. Mute the microphone
8. Place a caller on hold
9. Send keypad digits
10. Monitor call status and duration
11. Save post-call outcomes
12. Add call notes
13. Schedule callbacks
14. Work through a contact calling list

The Softphone uses the computer’s internet connection, browser, microphone, and speakers or headset.

21.2 Who Can Use the Softphone?

The Softphone is designed for:

1. Customer account owners
2. Customer managers
3. Authorized Customer users
4. Agents with call permission

Agents must normally have:

1. Active Agent status
2. An active parent Customer account
3. The calls.make permission
4. At least one assigned phone number
5. Permission to access the relevant contacts

Agents cannot use another Customer’s phone numbers or contacts.

21.3 Requirements Before Making Calls

Before opening the Softphone, confirm:

1. The Customer account is active.
2. Voice calling is configured by the platform.
3. At least one telephone number is assigned.
4. The number supports Voice.
5. The number is available for Softphone use.
6. The account has sufficient credits when call billing applies.
7. The destination country is permitted.
8. The browser can access the microphone.
9. The computer has working speakers or a headset.
10. The internet connection is stable.
11. The Agent has the required call permission.

21.4 Recommended Equipment

For better call quality, use:

1. A modern desktop or laptop
2. A current web browser
3. A USB or Bluetooth headset
4. A quiet work area
5. A stable wired or high-quality wireless connection
6. A dedicated microphone
7. Updated audio drivers

A headset is recommended because computer speakers can produce echo or feedback.

21.5 Browser Requirements

The Softphone uses browser-based voice technology.

The browser must support:

1. WebRTC calling
2. Microphone access
3. Secure HTTPS connections
4. JavaScript
5. Real-time audio

Use a current version of a major browser.

Older browsers, private browsing restrictions, browser extensions, or strict security policies may interfere with calling.

21.6 Allowing Microphone Access

The first time the Softphone starts, the browser may request microphone permission.

To allow access:

1. Open the Softphone.
2. Wait for the browser permission message.
3. Select Allow.
4. Choose the correct microphone when prompted.
5. Confirm that the Softphone changes to its ready state.

The Softphone cannot transmit the user’s voice when microphone permission is denied.

21.7 Correcting Blocked Microphone Permission

When microphone access was previously blocked:

1. Select the lock or site-settings icon beside the browser address.
2. Locate Microphone.
3. Change the permission to Allow.
4. Select the correct audio device.
5. Reload the page.
6. Wait for the Softphone to register again.

Browser steps may differ slightly by browser.

21.8 Opening the Softphone

To open the full Softphone page:

1. Sign in to AIUNIFY Call Center.
2. Open the main navigation menu.
3. Select Softphone or Manual Call.

The full page is located at:

The Softphone may also appear as a floating telephone widget throughout the authenticated application.

21.9 Understanding the Full Softphone Page

The Softphone page may contain:

1. Assigned-number selector
2. Destination telephone-number field
3. Recording checkbox
4. Dial pad
5. Make Call button
6. Incoming-call panel
7. Call-status indicator
8. Call timer
9. Mute button
10. Hold button
11. End Call button
12. Contact information panel
13. Call error messages

The exact controls displayed depend on whether the Softphone is idle, receiving a call, dialing, or connected.

21.10 Understanding Device Status

The Softphone device can have the following states.

Offline

The browser voice device is not connected.

Registering

The Softphone is connecting and registering the browser.

Registered

The Softphone is ready to make and receive calls.

Error

The Softphone encountered a configuration, permission, token, network, or browser error.

Outbound calling is enabled only when the device reaches Registered status.

21.11 Waiting for Registration

After opening the page:

1. Allow microphone permission.
2. Wait for the device to register.
3. Confirm the ready or green status indicator.
4. Select a sending number.
5. Enter the destination.

Do not repeatedly press the call button while the device is still registering.

21.12 Voice Calling Is Not Configured

When the platform voice service is unavailable, the page may display:

This is not normally a Customer or Agent setting.

Contact the platform administrator and provide:

1. The account email
2. The time of the error
3. The page being used
4. A screenshot without sensitive information

21.13 No Phone Numbers Assigned

When no eligible number is assigned, the page may display:

To resolve this:

1. Open Phone Numbers.
2. Confirm that a number is assigned.
3. Confirm Voice capability.
4. Confirm that the number has Assigned or Active status.
5. Confirm that it is available for Softphone use.
6. Ask the Customer owner or administrator to assign a number when necessary.
7. Refresh the Softphone.

21.14 Selecting the Outbound Number

The Number Switcher displays telephone numbers available for manual calling.

To select a number:

1. Open the number dropdown.
2. Review the available numbers.
3. Review the number source.
4. Select the required number.
5. Confirm that the selected number appears in the Softphone.

The selected number becomes the caller ID used for the outbound call when permitted by the provider.

21.15 Direct and SIP Number Labels

A number may display a source badge.

Phone

The number is connected directly through the platform’s telephone provider.

SIP

The number is connected through the Customer’s SIP trunk.

Both types may be used by the Softphone when they are active and properly assigned.

21.16 Numbers Reserved for AI Agents

Numbers assigned to AI Agents are excluded from the normal Softphone-number list.

This prevents a human user and an AI Agent from attempting to use the same dedicated number in conflicting ways.

To use a number manually, the Customer may need to:

1. Review the AI Agent assignment.
2. Assign another number to the AI Agent; or
3. Remove the AI Agent assignment.
4. Assign the number for Softphone use.
5. Refresh the Softphone-number list.

Do not remove a live AI Agent number without reviewing its inbound and outbound workflows.

21.17 Refreshing the Number List

The Number Switcher includes a refresh control when loading fails or assignments recently changed.

Use Refresh after:

1. A number was newly assigned
2. A number was removed
3. An Agent assignment changed
4. A SIP number was synchronized
5. An AI Agent assignment changed
6. The number list returned an error

Sign out and back in when the new assignment still does not appear.

21.18 Entering the Destination Number

Use the telephone-number field to enter the person or business being called.

The field includes country selection and international formatting support.

Enter the number with:

1. Country code
2. Area or regional code
3. Complete local number

Example:

The call button remains disabled until the entered number contains enough valid digits.

21.19 International Number Format

International E.164 format is recommended.

The format normally contains:

1. Plus sign
2. Country calling code
3. Complete telephone number

Avoid:

1. Letters
2. Extensions in the main field
3. Incomplete numbers
4. Multiple numbers
5. Unsupported symbols
6. Missing country codes

The Softphone normalizes the destination before calling.

21.20 Selecting Call Recording

The Softphone includes an Enable Recording option.

To record an eligible outbound call:

1. Select the recording checkbox before placing the call.
2. Confirm that recording is legally permitted.
3. Provide any required notice or consent.
4. Place the call.
5. Review Call History after processing completes.

The recording selection applies to the call being initiated.

21.21 Recording Responsibilities

The Customer is responsible for complying with applicable recording laws.

Before recording:

1. Review consent requirements
2. Provide the required announcement
3. Obtain permission when required
4. Protect stored recordings
5. Restrict recording access
6. Establish a retention period
7. Delete recordings when no longer needed

The presence of a recording checkbox does not guarantee that recording is legally permitted.

21.22 Making an Outbound Call

To make a manual call:

1. Open the Softphone.
2. Wait for Registered status.
3. Select the outbound number.
4. Enter the destination number.
5. Enable recording when appropriate.
6. Review the number.
7. Click Make Call or the telephone button.
8. Wait for the call to begin dialing.
9. Speak after the recipient answers.

Only one active browser call should be made at a time.

21.23 Outbound Call Creation

When the call begins, AIUNIFY Call Center creates a call record containing available information such as:

1. Customer or Agent
2. From number
3. To number
4. Number source
5. Call direction
6. Recording selection
7. Contact relationship
8. Campaign-contact relationship
9. Provider call identifier
10. Status
11. Start time

The call record is updated as the call progresses.

21.24 Call Statuses

The Softphone displays the current call state.

Idle

No active call exists.

Dialing

The Softphone is creating the call.

Ringing

The destination is ringing.

Connected

The recipient answered and audio is connected.

Call Ended

The call has ended normally.

Call Failed

The call could not be completed.

These Softphone states may later correspond with more detailed statuses in Call History.

21.25 Call Timer

Once a call is connected, the timer displays the current call duration.

The timer uses a minutes-and-seconds format such as:

The timer measures the connected browser session and assists the user in monitoring call length.

The final provider-billed duration may vary slightly.

21.26 Muting the Microphone

To mute:

1. Wait until the call is connected.
2. Click Mute.
3. Confirm that the muted icon appears.

While muted, the other party should not hear the Softphone user.

To restore audio, click Unmute.

Mute is useful when:

1. Speaking privately to a coworker
2. Coughing
3. Reducing temporary background noise
4. Reviewing information before answering

21.27 Placing a Call on Hold

To place a connected call on hold:

1. Click Hold.
2. Confirm that the hold indicator appears.
3. Complete the required internal task.
4. Click Resume.

The held telephone leg may be redirected to hold music while the browser connection is temporarily separated.

Do not leave a caller on hold longer than necessary.

21.28 Hold Limitations

Hold may fail when:

1. The provider call identifier is missing
2. The call is no longer active
3. The provider cannot redirect the call
4. The browser lost its connection
5. The hold route is unavailable
6. The call used an unsupported route

When Hold fails, explain the delay to the caller and avoid pressing the button repeatedly.

21.29 Using the Dial Pad

The dial pad contains:

1. Digits 0–9
2. Star
3. Pound

During a connected call, pressing a digit sends a DTMF tone.

DTMF can be used for:

1. Automated telephone menus
2. Entering extensions
3. Confirming selections
4. Navigating external IVR systems
5. Entering non-sensitive reference numbers

Do not enter confidential passwords or payment information unless the approved process requires it.

21.30 Ending an Outbound Call

To end the call:

1. Complete the conversation.
2. Inform the recipient that the call is ending.
3. Click End Call.
4. Wait for Call Ended status.
5. Complete the post-call disposition.

Do not close the browser tab before ending an active call through the Softphone.

21.31 Receiving Incoming Calls

When an assigned number receives an eligible call, the Softphone can display an incoming-call alert.

The alert may show:

1. Incoming Call
2. Caller number
3. Accept button
4. Reject button

The caller may display as Unknown when caller-identification information is unavailable.

21.32 Accepting an Incoming Call

To answer:

1. Confirm that the Softphone is Registered.
2. Review the incoming number.
3. Click Accept.
4. Wait for Connected status.
5. Greet the caller according to business procedures.
6. Use Mute, Hold, or the Dial Pad as needed.
7. End the call when finished.

21.33 Rejecting an Incoming Call

To decline:

1. Review the incoming-call alert.
2. Click Reject.

The caller may be disconnected or redirected according to the configured call-routing process.

Reject a call only according to Customer procedures.

21.34 Incoming Calls Do Not Appear

Confirm:

1. The Softphone is Registered
2. The browser tab remains open
3. The number is assigned correctly
4. The number is routed to the user
5. Voice capability is enabled
6. The user is not already on another call
7. Browser notifications and audio are permitted
8. Provider webhooks are functioning

The Customer or administrator may need to review the number’s inbound routing.

21.35 Floating Softphone Widget

The floating Softphone widget provides calling controls without requiring the user to remain on the full Softphone page.

The widget may appear as a telephone button near the bottom-right side of the application.

The button may display:

1. Telephone icon while idle
2. Green ready indicator
3. Incoming-call notification
4. Active-call timer
5. Pulsing active-call state

21.36 Expanding and Minimizing the Widget

To expand:

1. Click the floating telephone button.
2. Use the displayed Softphone controls.

To minimize:

1. Click the minimize icon.
2. Continue working elsewhere in the application.

An active call can remain represented by the minimized widget.

21.37 Call Persistence During Navigation

The Softphone context is designed to maintain the active call while the user navigates through supported pages.

This allows the user to:

1. Open a contact
2. Review information
3. Navigate to another internal page
4. Keep the call controls available through the widget

Avoid:

1. Closing the browser
2. Reloading unnecessarily
3. Signing out
4. Opening the same account in conflicting calling sessions

21.38 Calling a Saved Contact

A saved contact may be called from:

1. The Contact Details page
2. The Contact list
3. A calling session
4. Another supported click-to-call control

Calling a saved contact allows the call record to retain the contact relationship.

This improves:

1. Contact call history
2. Last-contacted information
3. Call notes
4. Disposition reporting
5. Callback tracking
6. Customer follow-up

21.39 Contact Quick Information

During a contact-linked call, the Softphone may display or provide access to contact information.

Available information may include:

1. Contact name
2. Telephone number
3. Email
4. Company
5. Website
6. Notes

Review the contact before discussing account-specific information.

21.40 Post-Call Disposition

After a contact-linked call ends, the Post-Call modal may open.

A disposition records the outcome of the call.

The available dispositions are:

1. Interested
2. Not Interested
3. Callback
4. Wrong Number
5. Voicemail
6. No Answer
7. Do Not Call

Select the most accurate outcome.

21.41 Interested

Select Interested when the contact expressed genuine interest in the product, service, appointment, or next step.

Use notes to record:

1. Product of interest
2. Requested information
3. Budget information
4. Decision timeline
5. Required next action
6. Responsible team member

An Interested disposition may also support lead qualification or follow-up automation.

21.42 Not Interested

Select Not Interested when the contact declines the offer but has not necessarily requested removal from future communication.

Record the reason when appropriate.

Do not select Not Interested when the person explicitly requests no further calls. Use Do Not Call instead.

21.43 Callback

Select Callback when the contact asks to be called later.

When Callback is selected:

1. Enter the callback date and time.
2. Add the requested reason or context.
3. Confirm the time zone.
4. Save the disposition.

Use a specific callback time when the contact supplied one.

21.44 Wrong Number

Select Wrong Number when:

1. The number belongs to another person
2. The intended contact is unavailable at that number
3. The number was entered incorrectly
4. The business record contains inaccurate contact information

Correct the contact record before attempting another call.

21.45 Voicemail

Select Voicemail when the call reaches a voicemail system.

Use the notes to record whether a message was left.

Example:

Do not mark a call as No Answer when it reached voicemail.

21.46 No Answer

Select No Answer when:

1. The phone rang without being answered
2. No voicemail system accepted the call
3. The destination timed out
4. The person did not respond

A No Answer result may trigger an automated Follow-Up Sequence when configured.

21.47 Do Not Call

Select Do Not Call when the contact requests that calls stop.

This disposition should be used carefully and respected immediately.

After selecting it:

1. Add a clear note
2. Do not schedule another callback
3. Confirm that the contact is excluded from future calling
4. Notify the Customer manager when required
5. Follow applicable opt-out procedures

The contact calling session automatically excludes opted-out contacts from future list calling.

21.48 Adding Call Notes

The Post-Call modal includes a notes field.

Useful notes may include:

1. Conversation summary
2. Questions asked
3. Objections
4. Product interest
5. Requested follow-up
6. Contact corrections
7. Callback details
8. Escalation requirements

Avoid entering:

1. Passwords
2. Payment-card information
3. Sensitive personal information
4. Unnecessary medical information
5. Unverified allegations
6. Unprofessional comments

Notes may be reviewed by other authorized users.

21.49 Saving the Disposition

To save:

1. Select the disposition.
2. Add notes when needed.
3. Enter the callback time when Callback is selected.
4. Review the information.
5. Click Save.

The system associates the disposition, notes, and callback time with the completed call record.

21.50 Closing the Disposition Without Saving

Closing the modal without saving may leave the call without a documented outcome.

Customers should require Agents to save a disposition after every contact-linked call.

Accurate dispositions improve:

1. Reporting
2. Lead follow-up
3. Contact history
4. Sequence enrollment
5. Agent coaching
6. Campaign results

Part Two

Contact Calling Sessions

21.51 What Is a Calling Session?

A Contact Calling Session allows a user to work through a list of contacts one at a time.

The page is located at:

The session combines:

1. Contact information
2. Softphone controls
3. Current-contact position
4. Previous and Next controls
5. Skip control
6. Contact queue
7. Contact-list selector
8. Recent disposition information
9. Automatic advancement

21.52 Opening a Contact Calling Session

To open a calling session:

1. Open Contacts.
2. Select the required contacts or contact list.
3. Choose Start Calling Session or the available calling-session control.
4. Confirm the selected list.
5. Wait for the Softphone to register.
6. Begin with the displayed contact.

21.53 Contact List Selector

The session allows the user to switch between available contact lists.

To switch:

1. Open the list dropdown.
2. Select a contact list.
3. Wait for the page to reload.
4. Confirm the new contact queue.

The All Contacts option may be available when no specific list is required.

21.54 Contact Ordering

Contacts in the calling session are ordered using the last-contacted date, with contacts who were contacted least recently appearing first.

This helps prioritize contacts who have not received recent outreach.

Contacts marked as opted out are excluded.

21.55 Current Contact Panel

The current-contact area may display:

1. Contact position
2. Full name
3. Telephone number
4. Company
5. Email
6. Last-contacted date
7. Total calls
8. Recent outcome
9. Call Now button

Review the contact details before starting the call.

21.56 Calling the Current Contact

To call:

1. Confirm that the device is Registered.
2. Confirm that no call is active.
3. Review the current contact.
4. Click Call Now.
5. Complete the conversation.
6. End the call.
7. Save the disposition.
8. Continue to the next contact.

21.57 Skipping a Contact

Click Skip when the contact should not be called at that moment.

Skipping moves to the next contact without creating a completed call disposition.

Use Skip when:

1. The record requires review
2. The number is temporarily unavailable
3. The contact should be handled by another user
4. Information is incomplete
5. The user is not authorized to call that contact

Do not use Skip instead of Do Not Call when the contact has opted out.

21.58 Previous and Next Controls

Use Previous to return to an earlier contact.

Use Next to move forward without making a call.

The buttons become unavailable at the beginning or end of the list.

21.59 Contact Queue

The Contact Queue displays the contacts in the selected session.

It may show:

1. Queue position
2. Contact name
3. Telephone number
4. Disposition badge
5. Current-contact highlight

Select a contact in the queue to move directly to that record.

21.60 Disposition Badges

Recent disposition badges help the user understand previous call results.

Badge categories include:

1. Interested
2. Not Interested
3. Callback
4. Wrong Number
5. Voicemail
6. No Answer
7. Do Not Call

Review the prior result before attempting another call.

21.61 Automatic Advancement

After a call:

1. The call ends.
2. The disposition modal appears.
3. The user selects the outcome.
4. Notes are added.
5. The disposition is saved.
6. The calling session advances to the next contact.

This allows an Agent to continue working without manually selecting every next record.

21.62 Contact-Level Call Tracking

Manual calls linked to a contact update the contact’s calling history.

The Contact Details page may show:

1. Total calls
2. Last-contacted date
3. Recent calls
4. Dispositions
5. Notes
6. Callback times
7. Call date and time
8. Call status

This information helps the next Agent understand previous conversations.

Part Three

Troubleshooting

21.63 Softphone Remains Offline

Confirm:

1. Internet access
2. HTTPS connection
3. Browser compatibility
4. Active login session
5. Voice-service configuration
6. Browser microphone access
7. Security software restrictions

Refresh the page once after correcting the issue.

21.64 Softphone Remains Registering

Possible causes include:

1. Token-generation failure
2. Slow network
3. Browser restrictions
4. Expired session
5. Provider interruption
6. Incorrect voice configuration

Try:

1. Confirming internet access.
2. Refreshing the page.
3. Signing out and back in.
4. Testing another supported browser.
5. Contacting support when registration never completes.

21.65 Microphone Does Not Work

Confirm:

1. Microphone permission is Allowed
2. The correct microphone is selected
3. The device is not muted physically
4. Another application is not controlling it
5. The headset is connected
6. The operating system permits browser access

Test the microphone in the computer’s sound settings.

21.66 Caller Cannot Hear the User

Review:

1. Softphone mute status
2. Browser microphone selection
3. Headset mute switch
4. Operating-system input level
5. Microphone permission
6. Network stability

Disconnect and redial only after checking these items.

21.67 User Cannot Hear the Caller

Review:

1. Speaker or headset volume
2. Browser audio output
3. Computer output-device selection
4. Bluetooth connection
5. Hold status
6. Network quality

Make sure the browser tab is not muted.

21.68 Call Button Is Disabled

The call button remains disabled when:

1. Voice calling is not configured
2. No number is assigned
3. The device is not Registered
4. The Softphone is not idle
5. The destination is missing
6. The destination contains too few digits
7. Another call is active

Correct the displayed condition before trying again.

21.69 Call Fails Immediately

Possible causes include:

1. Invalid destination
2. Unsupported country
3. Insufficient credits
4. Invalid outbound number
5. Number assigned to another feature
6. Provider configuration error
7. Geographic restriction
8. Suspended provider account
9. Network failure

Review the displayed call error and Call History.

21.70 Selected Number Does Not Appear

Confirm:

1. The number is assigned to the signed-in user
2. It has active status
3. It supports Voice
4. It is assigned for Softphone use
5. It is not reserved for an AI Agent
6. SIP synchronization completed
7. The number list was refreshed

21.71 Call Connects but Has One-Way Audio

One-way audio may result from:

1. Network firewall
2. VPN restrictions
3. Browser audio routing
4. SIP or PBX NAT configuration
5. Headset issues
6. Provider media problems

Test without the VPN when permitted and contact the telephone administrator when SIP routing is involved.

21.72 Hold Does Not Resume

Confirm:

1. The call is still active
2. The browser remains connected
3. The provider call record exists
4. The user clicked Resume only once
5. The network did not disconnect

End the call only when it cannot be recovered.

21.73 Dial-Pad Digits Are Not Recognized

Confirm:

1. The call is Connected
2. The external menu accepts DTMF
3. The digits are being pressed slowly
4. The call is not on hold
5. The provider route supports DTMF

Some external systems require a pause between digits.

21.74 Incoming Call Has No Sound

Confirm:

1. Browser audio is enabled
2. Computer volume is on
3. The browser tab is not muted
4. The Softphone is Registered
5. The headset is connected
6. Browser autoplay restrictions are not blocking sound

Keep the Softphone widget visible during active work.

21.75 Disposition Modal Does Not Appear

The modal normally applies to calls linked to saved contacts.

It may not appear when:

1. The number was dialed manually without a contact
2. The call record was not created
3. The browser was closed
4. The call ended unexpectedly
5. The contact relationship was missing
6. A page error occurred

Open Call History and update the disposition from the call record when that control is available.

21.76 Callback Date Cannot Be Saved

Confirm:

1. Callback is selected
2. A valid date and time were entered
3. The time is in the future
4. The browser date and time are correct
5. The account time zone is understood
6. The session remains active

Include the time zone in the call notes when teams work across regions.

21.77 Calling Session Does Not Advance

Confirm:

1. The call ended
2. A disposition was selected
3. The disposition was saved successfully
4. The session has another contact
5. The page did not lose its connection

Use Next manually when the automatic advancement does not occur.

21.78 Contacts Are Missing from the Session

A contact may be excluded because:

1. It is not in the selected list
2. It has no telephone number
3. It belongs to another Customer
4. It is opted out
5. It was deleted
6. A list filter is active

Review the contact record and selected list.

Part Four

Best Practices

21.79 Manual Calling Best Practices

Before each call:

1. Review the contact
2. Confirm the correct outbound number
3. Confirm the destination
4. Review prior dispositions
5. Prepare the purpose of the call
6. Confirm consent and calling-hour requirements
7. Use a headset
8. Reduce background noise

During the call:

1. Identify the business
2. Speak clearly
3. Listen carefully
4. Use Hold appropriately
5. Avoid discussing unrelated private information
6. Provide recording notice when required

After the call:

1. End the call properly
2. Select an accurate disposition
3. Add concise notes
4. Schedule the requested callback
5. Respect Do Not Call requests

21.80 Agent Calling Checklist

Before beginning a shift, confirm:

1. The Agent account is Active.
2. The calls.make permission is available.
3. The Softphone opens.
4. Microphone access is allowed.
5. The correct headset is selected.
6. Device Status is Registered.
7. An assigned number appears.
8. A test call works.
9. Two-way audio works.
10. Mute works.
11. Hold and Resume work.
12. The dial pad works.
13. Incoming calls appear when required.
14. Contact records are accessible.
15. Dispositions can be saved.
16. The Customer has sufficient credits.

21.81 Customer Softphone Readiness Checklist

Before allowing Agents to call, confirm:

1. Voice service is configured.
2. Customer credits are available.
3. Voice-capable numbers are assigned.
4. AI Agent numbers are separated from human Softphone numbers.
5. Agent accounts are Active.
6. Call permissions are assigned.
7. Each Agent sees only authorized contacts.
8. Each Agent has tested their microphone.
9. Inbound routing is tested.
10. Outbound routing is tested.
11. Geographic permissions are appropriate.
12. Call recording procedures are approved.
13. Disposition standards are documented.
14. Callback procedures are documented.
15. Do Not Call procedures are documented.
16. Supervisors review call history and notes.

21.82 Chapter Summary

The AIUNIFY Call Center Softphone allows Customers and authorized Agents to make and receive browser-based telephone calls.

The Softphone requires a configured voice service, an assigned Voice-capable number, a supported browser, microphone permission, and a Registered device status.

Users can select direct or SIP-trunk numbers. Numbers dedicated to AI Agents are excluded from normal Softphone use.

The Softphone supports:

1. Outbound calls
2. Incoming calls
3. Recording selection
4. Call-status tracking
5. Call timer
6. Mute
7. Hold and Resume
8. DTMF keypad
9. End Call
10. Contact-linked calling
11. Post-call notes and dispositions

Post-call dispositions include Interested, Not Interested, Callback, Wrong Number, Voicemail, No Answer, and Do Not Call.

The Contact Calling Session helps users work through contact lists using Call Now, Skip, Previous, Next, a contact queue, list switching, recent dispositions, and automatic advancement after the call outcome is saved.

Customers should test calling equipment, protect account permissions, maintain sufficient credits, follow recording and consent requirements, and require accurate dispositions after every contact-linked call.