A Softphone connection uses an application installed on your computer to send and receive audio over the internet. This means that agents do not need to have desk phones or pay for telephony lines in your office. The Softphone method enables agents to connect to your contact center anywhere with access to the internet.
There are various Softphone applications available to download, we will be using Zoiper as an example of how you would configure your Softphone. The Agent must have a Softphone application installed before they can log in via this method.
In order to use Zoiper, Softphone must be enabled from Global Agent Options in System Setup.
Zoiper supports Windows and Mac operating systems. The instructions below describe how to set up Zoiper on Windows. Although the process is the same, the appearance may look slightly different on a Mac.
In order to log in using Zoiper, you will need to find out your SIP information.There are multiple SIP servers so it is important to get the server specific to your account. You can identify which one you need to use from the Agent log in screen by selecting Softphone and clicking SIP Configuration.
To set your account up ensure you click Settings and then Preferences as shown below.
Click on Create Account.
Once you have created your account you will need to select SIP.
You will then need to enter all your details including Username, Passcode and SIP Host.
SIP Host: sip.contactnow.8x8.com
The account name will auto-fill so ensure you un-tick the Skip auto-detection.
Your account will then be created and you can simply click Close.
To configure your account click on unregister at the bottom of the page of the account details and the red exclamation mark to the left of the account name which will change to a grey tick.
You’ll need to click on the Extra tab at the top and ensure you un-tick Register on Startup.
Before you can start making calls you will need to go to the Dialpad tab and enter the login number (385-1000).
You should then be automatically taken to the Calls tab, within a few seconds you will be notified that the call has been established.
Go back to the Dialpad tab to enter the agent number and passcode.
See other possible methods to Connect to the Dialer.