This guide explains how to register as a Call Center Studio Softphone CTI user, log in, and use the softphone to handle calls and chats.
Registering as a Softphone CTI user
Navigate to the Call Center Studio Registration Page. Enter your basic information, such as first name, last name, password, corporate email address, and preferred language, then click Sign Up.
Enter the OTP (One-Time Password) sent to your email address into the designated field and click OK.
Once your operations manager has activated your account and assigned the necessary permissions, log in to the system via the Call Center Studio Softphone CTI.
Use case examples
Getting started: logging in
To log in and start answering calls, follow these steps:
When you open the application, enter the Tenant URL provided to you on the screen that appears.
Enter your registered email address and password.
Click Login to access the main screen.
Making calls and managing conversations
You can reach out to your customers and stay in control during the call:
Outbound calling: Type the number in the call box or click the Keypad icon to dial the number.
Queue selection: Select the corresponding queue from the drop-down menu, depending on the department you are calling from.
Call controls:
Mute: Press the microphone icon to mute your own voice.
Hold: Use the Hold button to put the customer on hold. Press it again to return to the call.
End: Click the red phone icon to end the call.
Answering incoming calls
When a call comes in, a pop-up window alerts you:
Responding: Click the green Accept button to answer the call, or the red Reject button to end it.
Caller information: Before answering, you can see the caller's number and which queue they are calling from (Campaign, etc.) on this screen.
Important: To receive calls, make sure your status is always set to Ready.
Audio and hardware setup
To keep your sound quality at its best:
Accessing settings: Go to the Settings tab in the menu.
Device selection: Choose your headphones and microphone from the list.
Test: Use the Test button to check whether your voice is being transmitted and whether you can hear the other party.
Handling incoming chats and messages
To reply to messages received via WhatsApp or the web:
Notification: You see an alert in the bottom right corner when a new message arrives.
Starting a conversation: When you click Accept and Open, the chat screen opens automatically.
Returning to parked conversations
For your incomplete or pending conversations:
Accessing the list: Click the Chats in the Park tab to see all pending conversations.
Resuming: Select the chat you want to continue to reassign it to yourself, and resume typing.
Updating your password
For your security, you can update your password periodically:
My Profile: Go to the My Profile page.
Update: Enter your current password and your new password in the respective fields and save.
Personalizing your theme (night mode)
To reduce eye strain, you can switch between the dark (night mode) and light themes by clicking the moon/sun icon on the My Profile page.
Detailed user manual
Login screen
In the login section, you can log in to the softphone by entering the tenant URL, your user email and your password.
Call screens
Making an external call
Type the number you want to call into the search box.
From the queue selection drop-down menu, select the queue you want to call from.
Click the Call button to start the call.
To place a call via the keypad, click the keypad button, select the queue, type the number you want to call, and click the Call button.
Answering an incoming call
When a new call comes in, it appears on the screen as an alert in a separate window. In this window, you can accept or reject the incoming call. You can also see the number and queue information of the call. For campaign calls, information about the campaign is also shown on this screen.
Note: You must be in the Ready status to receive a call.
Muting the microphone
You can mute the microphone by clicking the microphone button during a call.
Putting a call on hold
Click the Hold button to put the call on hold. Click the button again to get the call back on the line.
Ending a call
Click the hang-up button to end the call.
Calling out from the second line
To make a call from the second line, click the second line section or the add call button in the top section. Then follow the steps in "Making an external call" above.
Note: When you make a call from the second line, your current call on the first line is put on hold. Click the line button to switch back to it.
Transferring a call
To transfer an active call, click the transfer button on the active call screen.
You can transfer an active call to any agent you wish, with or without speaking to them first.
You can transfer an active call to the people in your phonebook, with or without speaking to them first.
You can transfer the active call to any IVR you wish.
Conference
To create a conference when there are calls on both lines, click the conference button. The call is then shown on the screen together with the lines you have included in the conference.
Click the conference details button to view the list of numbers currently in the conference.
In the conference details section, you can remove participants from the conference by their numbers.
To end the conference for everyone, click the end call button on the call screen or on the conference details page.
Previous calls
To view the calls you have made through the system, click Previous Calls in the left menu. In this area, you can view your calls, search by phone number, access call details, and perform actions such as tagging.
My messages
To see the messages you have sent to or received from other users, click My Messages in the left menu. To send a message, click the New icon in the upper right section. Select the recipients (team, all agents, supervisor, etc.), write the message, and click Send.
Call performance
To access your performance data, click Performance in the left menu. Your own performance data is shown in this area. To add or edit performance data:
Click Add/Remove.
Select the data you want to add or remove and click Save.
Audio and microphone settings
After logging in to the softphone, select the sound input (microphone) and output (speaker/headphone) devices in the settings section and test them.
To test whether the microphone is working properly, click the microphone icon and observe the moving sound animation.
For the headset, click Test Sound; you hear a beep. Adjust the volume and save.
Chat screens
You can access the chat screens by clicking the Chat icon in the navigation bar at the bottom.
Receiving incoming chats
You can accept or reject an incoming chat. On this screen, you can also see the number and queue the chat came from.
Note: To show the incoming chat directly on the active chat screen, use the Accept and Open button.
Active chat details
In the active chat tab, you can select a chat, manage your Busy status for upcoming chats, sort your chats, correspond with the customer and access chat information. You can also transfer the chat and end the active chat.
Previous chats
To access previous chats that have ended, click Previous Chats in the left menu. You can search the list by number or name. Click the detail icon to open the chat detail section and view the conversation history.
Chats in the park
Click Chats in the Park in the left menu to list previously parked WhatsApp conversations. If you wish, you can pick a conversation up from the park and continue it.
My messages
To see the messages you have sent to or received from other users, click My Messages in the left menu. To send a message, click the New icon in the upper right section. Select the recipients (team, all agents, supervisor, etc.), write the message, and click Send.
Chat performance
To access your performance data, click Performance in the left menu. Your own performance data is shown in this area. To add or edit performance data:
Click Add/Remove.
Select the data you want to add or remove and click Save.
Profile screen
Status section
In this field, you can select Ready, the other statuses defined in the system, and custom statuses created specifically for your operation.
Note: Make sure your status is Ready so that you can answer incoming calls.
Queue page
On the My Profile page, you can view the queues you are defined in, or click the detail button to view the queue list and performance graph. You can search by queue name. Click the queue detail icon to view a graph of queue-based performance values.
Team page
On the My Profile page, you can view the agents in the team you are defined in.
You can search by name and filter agents who are in the ready status.
Click the detail button in an agent's section to view their extension and status information.
Click the action button to call the agent on their extension number.
Role division
The Authorization section on the My Profile page shows which profile authorizations the agent has.
Password change section
Type your current password in this field to create a new password that follows the password rules set in the system.
Theme section
To switch to night mode, open the My Profile page and click the night mode icon.