This article describes how to use the Call Center Studio Softphone CTI on HubSpot: the main use cases, the HubSpot settings, the embedded iframe softphone, and a detailed user manual.
Call Center Studio Softphone CTI use cases on HubSpot
Login
To start answering calls by logging in to the system, 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 the Login button to access the main screen.
User status
Status update (Ready): Go to the Profile section within the connector and update your current status to Ready. This indicates to the system that you are active and available to receive calls.
Queue selection: Once your status is set to Ready, select the appropriate queue defined for the relevant department or campaign via the Call Screen.
Starting interaction: After the queue selection is complete, the system begins to match you with incoming calls directed to that specific queue.
Click-to-call
On HubSpot, you can initiate a call via Call Center Studio Softphone CTI by clicking the call icon next to the customer's phone number.
Call records
Calls made with Call Center Studio Softphone CTI are recorded in the Calls section of HubSpot, which lists all incoming and outgoing calls. These records can also be found in the contact card of each individual.
Registered contact
If an incoming call is answered and it is from a previously registered contact, the contact details page opens automatically.
HubSpot settings
Call Center Studio connection
Tenant (required): Your Call Center Studio tenant address (domain). Connects HubSpot to your call center platform.
OAuth Client ID (optional): Fill in this field only if you want to use a custom OAuth client developed by Call Center Studio. Leave it empty to use the default Call Center Studio OAuth client.
Call logging
Record Created Before/After a Call: Determines which HubSpot record type is automatically generated whenever a call occurs:
Ticket: Creates a new support ticket for every call.
Deal: Creates a new sales deal for every call.
Record Subject (optional): Customizes the title/subject of newly created tickets or deals.
Use the {subject} placeholder to embed the auto-generated default subject (e.g., "Inbound call from +90...").
Example: Support call | {subject}
Leave it empty to keep the default auto-generated subject.
Phone number format
Configures the prefix rules applied to caller numbers before searching for or creating contacts in HubSpot.
Prefix rule options:
Use Numbers As-Is: Searches and creates contacts with the caller number unchanged.
Add Prefix: Prepends the specified prefix when the incoming number does not start with it.
Remove Prefix: Strips the specified prefix when the incoming number starts with it.
Prefix: The country or area code applied to caller numbers before contact matching and creation.
Example: +90
HubSpot iframe softphone user guide
Note: This mini softphone version is a lightweight embedded solution designed to complement your main Call Center Studio Softphone application inside HubSpot. It focuses exclusively on core calling features for a streamlined, fast workflow.
Main screen (making a call)
This is the default screen when the app opens.
Status indicators: View your current status and confirm your system connection at the top of the screen.
Dialing: Enter a phone number directly into the input field or click the keypad icon to use the on-screen dialpad.
Incoming calls
When a call arrives, the screen updates automatically.
Call info: Displays the caller's phone number and the incoming queue name.
Accept: Click the green button to answer the call.
Reject: Click the red button to decline the call.
Outgoing calls
This screen appears when you initiate a call.
Dialing status: Indicates that the call is connecting and ringing.
Cancel call: Press the red phone button to cancel the call attempt before it is answered.
Active call controls
Once connected, you can manage your ongoing call using these controls:
Hold: Places the caller on hold. Click again to resume.
Mute: Mutes your microphone. Click again to unmute.
End call: Click the red phone button to hang up.
Softphone use case examples
Getting started: how to log in
To start answering calls by logging in to the system, 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 the Login button to access the main screen.
Making calls and managing conversations
You can easily reach out to your clients 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: Remember to select the corresponding queue from the drop-down menu, depending on the department you want to call from.
Call controls:
Mute: To mute your own voice, press the microphone icon.
Hold: Use the Hold button to put the client on hold. Press it again to return to the call.
End call: Click the red phone icon to end the call.
Answering incoming calls
When a call comes in, a pop-up window opens to alert you:
Responding: You can answer the call by clicking the green Accept button on the screen, or end it by clicking the red Reject button.
Information gathering: 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.
Updating your password
For your security, you can update your password periodically:
Go to the My Profile page.
Enter your current password and your new password in the respective fields and save.
Personalizing your theme (night mode)
You can change the theme to reduce eye strain. 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, user email, and password.
Call screens: features and usage
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, and type the number you want to call. Then click the call button to start the call.
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 reject or accept 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 mute button during a call.
Putting a call on hold
You can put the call on hold by clicking the Hold button. 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 the Making an external call section.
Note: When you place a call from the second line, your call on the first line is put on hold. Click the line button to switch back to it.
Call transfer
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 first.
You can transfer an active call to the people in your phonebook, with or without speaking first.
You can transfer an active call to any IVR you wish.
Conference
To create a conference when there are calls on both lines, click the conference button. You can view the call on the screen where the lines you have included in the conference are located.
You can view the list of numbers currently in the conference by clicking the conference details button.
You can remove people from the conference based on their numbers from the conference details section.
To end the conference for everyone, click the end call button or the end call button on the conference details page.
Previous calls
To view the calls you have made through the system, click Previous Calls in the left menu.
From this area, you can view your calls, search by phone number, access the details of a call, 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 users you want to send the message to (team, all agents, supervisor, etc.).
Write the message content and click the Send button.
Call performance
To access your performance data, click the Performance link in the left menu. You can see your own performance data in the relevant area. To add or edit performance data:
Click the Add/Remove button.
Select the data you want to add or remove and click the Save button.
Audio and microphone settings
After logging in to the softphone, test your devices from the settings section:
Select the sound input (microphone) and output (speaker/headphone) devices.
To test whether the microphone is working properly, click the microphone icon and observe the moving sound animation.
Click the Test Sound button for the headset; you will hear a beep. Adjust the volume and save.
Profile screen
Status section
From this field, you can select Ready, the other statuses defined in the system, and the custom statuses that can be 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.
You can view the graphical screen with queue-based performance values by clicking the queue detail icon.
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 the agents who are in Ready status.
You can view extension and status information by clicking the detail button in the section of the relevant agent.
You can also call the agent on their extension number by clicking the action button.
Authorization section
The Authorization section on the My Profile page displays which profile authorizations the agent has.
Password change section
By typing your current password in this field, you can 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.