Softphone.Pro Team — Getting Started

This guide will help you set up Softphone.Pro Team. It is intended for administrators, supervisors, and agents and provides an overview of the service’s key features.

Before you start, make sure that:

  • your agents’ computers meet the system requirements;
  • your agents can receive email invitations;
  • you have a PBX, such as Asterisk or FreePBX, or a cloud VoIP PBX that your agents can use to make and receive calls;
  • each agent has a separate SIP account. A single SIP account cannot be shared by multiple agents because of SIP protocol limitations.

If you are not yet using VoIP telephony:

1. Choose a VoIP provider from our catalog.

2. Contact the provider to configure your trunks and PBX and route calls to your agents.

3. Obtain SIP account credentials for each agent.

Configuration Wizard

When you first open the Team Dashboard, the configuration wizard will guide you through the initial setup. See the full configuration wizard guide here.

The first step lets you choose which tabs appear in the dashboard.

Next, configure the SIP settings that will apply to all users, such as the account name and server address.

On the following screen, enter the administrator’s SIP account credentials, including the username, password, and any additional details required.

On the final screen, you’ll find download links for the Windows and macOS installers, along with your sign-in credentials.

Dashboard Features

You can create users with different roles, such as agents and supervisors. We recommend organizing agents into teams so that supervisors can view and manage only the teams assigned to them.

After adding agents, send them invitations from the Dashboard as described in this article.

Provisioning

Provisioning simplifies setup. Administrators can configure agents’ softphones in advance and control which settings agents are allowed to change. We recommend using configuration templates. All available configuration parameters are described in this article.

You can also configure the following features for agents:

  • If agents need time to complete post-call tasks, such as sending follow-up information, enable After Call Work mode and configure its settings.
  • Agents can tag calls to make reporting more useful.
  • If your PBX supports BLF and agents need to see their colleagues’ statuses, enable presence indicators in the Contacts window.
  • If your PBX supports call pickup, configure the call pickup command. Agents will then be able to answer calls ringing for their colleagues, reducing caller wait times.
  • If you use a CRM or third-party integration for outbound calls, configure it as described in this guide to ensure accurate call statistics.

Enable SIP diagnostics collection to view call quality information in the Team Dashboard. Administrators and supervisors can access this information in the Call Log.

Quality Assurance

Softphone.Pro Team gives supervisors the tools they need to monitor agent performance and improve call quality in real time:

Supervisors can also use the following features:

Analytics

The Team Dashboard includes a range of reports. See this article to learn how to use reporting in Softphone.Pro Team.

Use After Call Work tags added by agents to get more detailed call insights.

If you use Asterisk or FreePBX, you can upload your queue_log file to generate additional queue reports.

Features for Agents

Once setup is complete, agents gain access to the following features:

Got a Question?

In our knowledge base, you’ll find:

If you can’t find the answer to your question, contact us at help@softphone.pro. Our support team handles requests from 05:00 to 15:00 UTC on weekdays.

See this page for more information about technical support.

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