There are several ways to use the softphone to make an outbound phone call: from the dial box, soft pad, directory list, or recents.
Call from the Dial Box
- Click the 'Dial Box'
, manually enter a phone number using the keyboard, and click the 
icon or the "Enter" key. - Click the 'Soft Pad'
, enter a phone number using the mouse, and click the icon.
Internal Calls
- Click the 'Dial Box' , manually enter another agent's name, then select the agent and click the icon
- Select a Queue or Team member from the Directory List and click the icon to dial.
- Click the 'Soft Pad' enter a phone number using the mouse, and click the icon to dial.
Recent Calls
- Select a contact from 'Recent Calls' and click the
icon to dial.
Click to Dial
- Click a phone number link from your CRM – If you're using NetSuite, 'Click to Dial' should be unchecked in the Chrome Extension.
- Click on a phone number from any page in your browser - Make sure 'Click to Dial' is checked in the Chrome Extension to dial from your browser.
Tip: If outbound calls fail because the telephone number is missing a country code prefix such as ‘1’, the Administrator will need to consult with their voice provider. Contivio works with the voice provider using VoIP technology, call failures because of number syntax are not due to the Contivio configuration. Some voice providers require a full number including country code. E.g., calling 800-282-8105 will fail whereas calling 1-800-282-8105 will work.