Voice for Browser web phone in VoiceHub

Optional feature - disabled by default but can be enabled per user.

VoiceHub uses Voice for Browser web phone as a voice channel to make and receive phone calls.

This makes VoiceHub a contact center tool with wide variety of tools related to phone calls, such as call histories, service queue management, contact directories, availability statuses etc.

For full Voice for Browser functionality, please see: Voice for Browser user guide

Open

Browser permissions

Voice for Browser requires permissions for microphone and optionally notifications.

See more: Sign in | Permissions

Phone sizes

Phone has three sizes in VoiceHub and the user is able to toggle between the sizes from the phone top bar.

Full size

Phone is fully visible with all options.

Bottom bar

Only the bottom bar is visible. Different phone statuses are indicated in the bar, such as ongoing call or wrap-up time.

Minimized

If phone is needed to be fully out of way then minimized size displays only a small part of the phone.

Open Full size

Supported use cases

Click-to-call

Call takes place immediately when making click-to-call from phone numbers in any VoiceHub view.

Call transfer

If user has an ongoing call and they may need to make direct or consulted transfer.

All click-to-call phone numbers support transfers while there is a call ongoing.

A small context menu is opened with these options:

Incoming call

Incoming call is indicated for the user:

• By automatically popping up the phone to full size

• By showing desktop notification if the whole VoiceHub browser window is hidden:

Notifications

• Browser notifications are displayed from:

  • Incoming call as above

  • Unable to play alert sound - see more: Keep audio devices always connected

• Errors and issues pop up the phone which has it’s own error messages:

  • Connection lost

  • Connection failed

  • Connection restored

  • Reduced functionality