Desktop/Softphone Mode #
Connect CRM can run in two different modes - Desktop or Softphone mode.
Desktop Mode (default) #
In desktop mode, Connect uses its CTI link to Dimensions to display details about calls which are taking place on any device associated to the logged in user.
Any calls initiated from Connect will be sent to physical devices belonging to the user.
Softphone Mode #
In softphone mode, Connect will connect to the communications as a softphone using WebRTC. Calls will be made through the browser using a headphone/microphone connected to the local computer.
To run Connect in softphone mode, a Connect CRM softphone must be assigned to the user within the Dimensions user configuration.
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Softphone mode is currently available as a preview. To get access to this mode, please contact a sales representative.
Audio Settings #
By default, Connect will use the microphone and speaker configured in the browser's settings. To override this, navigate to Connect's settings and select an alternative from the 'Softphone settings' section.
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If the browser is blocking access to the audio device selection it may not be visible within Connect settings. If this happens, you will need to change the device in use from the browser's audio settings.
Microphone & Notification Access #
When in softphone mode, the first time Connect loads in a new CRM it will request access to the microphone and request the ability to send notifications. These permissions needs to be granted if the softphone is to work correctly.
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If access to the microphone or notifications has been blocked, Connect will not be able to operate correctly. Please refer to the Browser settings section for information on how to unblock access.
Notifications #
To enable easy access to Connect, browser notifications will be generated for all incoming calls.
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When running in Desktop Mode, only the 'Decline' but will be visible on the notification.
Each notification provides details about the incoming call, including contact details and call prefix information if available.
Clicking on the notification should open then tab where the softphone is registered.
Enabling Notification
If notifications are not enabled, Connect will display the following warning message.
For more information about enabling notifications, please refer to the Settings section.
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Notifications can be blocked by the operating system if using the Focus assist option. Check that your OS permissions allow browser notifications and ensure Focus Assist is disable to ensure you receive Connect incoming call notifications.