> ## Documentation Index
> Fetch the complete documentation index at: https://docs.contactship.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Softphone and agent status

> Make and receive browser calls, transfer to teammates or queues, and record outcomes.

export const Availability = ({lang = 'es', plan, addon, permission, route, status}) => {
  const L = lang === 'en' ? {
    plan: 'Plan',
    addon: 'Add-on',
    permission: 'Permission',
    route: 'Where',
    status: 'Status',
    addonNote: 'enabled on request',
    allPlans: 'All plans',
    beta: 'Beta',
    nuevo: 'New',
    soon: 'Coming soon'
  } : {
    plan: 'Plan',
    addon: 'Add-on',
    permission: 'Permiso',
    route: 'Dónde',
    status: 'Estado',
    addonNote: 'se activa a pedido',
    allPlans: 'Todos los planes',
    beta: 'Beta',
    nuevo: 'Nuevo',
    soon: 'Próximamente'
  };
  const items = [];
  if (plan) items.push([L.plan, plan]);
  if (addon) items.push([L.addon, `${addon} · ${L.addonNote}`]);
  if (permission) items.push([L.permission, permission]);
  if (route) items.push([L.route, route]);
  if (status) items.push([L.status, L[status] || status]);
  return <div style={{
    display: 'flex',
    flexWrap: 'wrap',
    gap: '6px 22px',
    padding: '12px 16px',
    margin: '4px 0 24px',
    border: '1px solid rgba(2, 82, 255, 0.28)',
    borderLeft: '3px solid #0252ff',
    borderRadius: '8px',
    background: 'rgba(2, 82, 255, 0.05)',
    fontSize: '13.5px',
    lineHeight: '1.5'
  }}>
      {items.map(([k, v]) => <div key={k} style={{
    display: 'flex',
    gap: '6px',
    alignItems: 'baseline'
  }}>
          <span style={{
    fontSize: '10.5px',
    fontWeight: 600,
    letterSpacing: '0.07em',
    textTransform: 'uppercase',
    opacity: 0.65
  }}>{k}</span>
          <span style={{
    fontWeight: 500
  }}>{v}</span>
        </div>)}
    </div>;
};

<Availability lang="en" route="Softphone icon at the bottom of the sidebar" addon="Softphone" />

The softphone is your team’s browser telephone. It is enabled per organization through the **Softphone** add-on. Queue distribution, skills, and routing rules also require the Contact center add-on.

## Connect and choose your state

Open the headset icon, select **Go Online**, and allow microphone access and call notifications. The app assigns an extension. Closing or minimizing the floating window does not disconnect you; use the power/disconnect action. Closing the browser tab disconnects it.

| Agent state  | Queue availability                                     |
| ------------ | ------------------------------------------------------ |
| Available    | Receives queue offers when eligible.                   |
| In call      | System-controlled while a call is active.              |
| Wrap-up      | Post-call work configured by the queue; no new offers. |
| Away         | Manual pause; no offers.                               |
| Offline      | Disconnected.                                          |
| Custom state | No queue offers.                                       |

The app can restore Away or a custom state after reconnecting. If you place a call while away, you return to that state afterward. During a call, the status selector is locked. During wrap-up, you can choose a state or finish early with **I’m available**.

## Place and answer calls

Check the **Call from** number, enter an international destination, and select **Call**. Recent calls prefill the dialer; the Team tab supports internal calls to available teammates. The contact panel’s **Call** button opens and prepares the softphone but does not dial until you confirm.

Incoming calls show contact or number, channel, queue, and available context. Choose **Answer**. **Decline** requires `softphone.decline`. A declined or unanswered offer returns to queue handling according to its cooldown and ringing settings. Only one active call is supported.

During a call, use **Mute**, **Hold**, **DTMF keypad**, **Transfer call**, or **Hang up**. Contact and notes buttons open side panels.

## Transfer

Choose an available teammate or queue.

* **Direct transfer** hands off immediately and releases you. It supports people and queues.
* **Consult first** holds the original caller while you speak privately to a teammate. Confirm after they answer, or return with **Back to call**. The consultation cancels if unanswered for 30 seconds. Queues do not support this mode.

External-number transfer is not offered by this softphone. Voice-agent transfer tools are configured separately.

## Contact context, notes, and outcome

Known contacts show name, phone, email, assignee, latest call, tags, and populated properties. Editing name/email requires `contacts.update`. **Quick comment** saves to the contact record. Unknown numbers can be added as contacts; without a name, the number becomes the name.

With Freshdesk connected, the summary shows up to two open/pending tickets and the Tickets tab shows the last three days of tickets with links to Freshdesk.

Call notes remain editable during wrap-up and are submitted with the call when the interaction finishes. The result panel offers **Resolved**, **Still open**, or **Call back** plus optional context, saved as a contact comment. Skipping or allowing its 45-second timeout does not save an outcome. This panel is separate from the queue’s wrap-up timer.

## Tabs and audio

One tab per browser controls the softphone. **Use in this tab** transfers control only when the other tab is not ringing or in a call. Across browsers or computers, the newest registration receives calls.

Choose Microphone and Speaker in audio settings. **Test my audio** calls an echo line while you are online and idle. If queue calls do not ring, check connection, Available status, queue eligibility, and which tab owns the softphone.

Supervisors can listen through live monitoring. Whisper and barge-in are marked coming soon.

## Frequently asked questions

<AccordionGroup>
  <Accordion title="Does closing the window disconnect me?">
    No. Use the disconnect action or close the browser tab.
  </Accordion>

  <Accordion title="Why don’t queue calls ring?">
    Check online state, Available status, queue membership/skills, and the active softphone tab.
  </Accordion>

  <Accordion title="Are wrap-up status and the outcome panel the same?">
    No. Queue wrap-up controls new-call availability; the outcome panel records a contact comment.
  </Accordion>

  <Accordion title="Can I consult before transferring to a queue?">
    No. Consult first supports people; queues use direct transfer.
  </Accordion>

  <Accordion title="How do I check my microphone?">
    Use the audio settings and the echo test while online and idle.
  </Accordion>
</AccordionGroup>

## See also

* [Queues and skills](/en/contact-center/queues-and-skills)
* [Live monitoring](/en/contact-center/live-monitoring)
* [My numbers](/en/calls/my-numbers)