Overview
This guide walks through how agents can log in and use a Softphone in Convoso's Agent Console.
External Phones lets an agent connect via a separate softphone app (like Zoiper, X-Lite, Bria, etc.) instead of using the Browser audio. Softphones may help to alleviate audio issues that can occur when using a web browser.
Browser: Agent talks through the web browser using WebRTC.
-
External Phone : Agent talks through a SIP softphone using:
Extension
Server IP
Proxy Server
Password
Improves audio reliability
Softphones are purpose‑built for VoIP and can handle:
Jitter/packet loss better in some environments
Network edge cases where browser WebRTC struggles
Bypass some browser audio issues such as:
Mic permissions getting blocked/reset
Conflicts with browser extensions
Odd behavior after long agent sessions
Contents:
- 1.) Login to Agent Console
- 2.) Open the Convoso Softphone
- 3.) Make a Call with the Softphone
- 4.) Change Status to Available
- Avoid Multiple Active Sessions
- Always Logout Properly
- Restart Sessions if the Computer Goes Idle/Sleep
Before you Begin
- If you have not installed our softphone yet. For more on this, see: How to Install Convoso Softphone
- If your login profile is not yet configured to use the Convoso Softphone, please have your Admin make the necessary changes in the Admin portal. For more on this, see: Configure a User for External Phone
1.) Login to Agent Console
Navigate to: https://agent.convoso.com/login
- Use Google SSO if your account is enabled with the functionality.
- Otherwise enter your User login credentials in the Email and Password fields.
- Click the Sign In button.
The Agent Console will open with the Campaign Selection modal window open.
- Select a Campaign to login to from the Campaign drop-down.
- Select Not Ready in the Availability drop-down.
- (You will need to stay on Not Ready status as you will need time to dial through the softphone to connect your audio.)
- Click on the Login button.
2.) Open the Convoso Softphone
Open the Convoso Softphone and log in with the same username and password used to login to the Agent Console.
3.) Make a Call with the Softphone
Once logged in you will see the Dial-in Number modal that reminds you to dial *007.
- Dial *007 on the Convoso Phone and then dial the phone number.
- Click the Dial button.
The Convoso Phone will accept the call and you'll hear "Welcome" from the headset/speaker and the phone icon will be green, both which indicate that you're successfully connected to Convoso's server.
4.) Change Status to Available
To start receiving calls, change your Status to Available.
Once you are set to Available, the console will display the Waiting for call banner.
Softphone Best Practices
Below are a few best practices that may help prevent session conflicts and improve login reliability for both the Convoso Agent Console and Convoso Softphone:
💻 Avoid Multiple Active Sessions
The Convoso Softphone App (as well as the Agent Console) is sensitive to multiple active sessions. Make sure you do not have additional browser windows/tabs open with an active Agent Console session.
🔑 Always Logout Properly
When you close the Softphone—or when you log out of the Convoso Agent Console—always manually log out of Softphone and Agent Console to properly close it all completely.
Please use the in-app Logout option instead of closing the browser window. Closing the window can leave the session active for a short period, which may cause a conflict and require you to wait a few minutes for the session to expire before you can log in again. Logging out properly helps ensure a clean, immediate re-login.
🛌 Restart Sessions if the Computer Goes Idle/Sleep
If your computer is idle and goes to sleep after an extended period of time this may cause loss of network connectivity, the reconnection may not work in this case, it is recommended to restart both the Agent Console and Softphone sessions to reestablish proper connectivity:
Log out and back into the Convoso Agent Console.
Then log out and back into Softphone.
Don’t just close the browser window! Users should always use the Logout function when leaving the application.