Office Web Web Phone

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Product Information

Specifications:

• Product Name: Virtual Landline Office Web (WebPhone)

• Functionality: Browser-based softphone using the WebRTC
  standard

• Supported Browser: Chrome

• Website: www.virtuallandline.co.uk

Product Usage Instructions

Configuration Prerequisites:

Virtual Landline Office Web will only work in browsers that
support WebRTC functionality. At this time, the only supported
browser is Chrome.

Access & Customize:

How to Access:

1. Directly navigate to https:///webphone.
2. Click on the direct link in the Portal menu under Apps.

Opening Multiple Tabs:

When opening a duplicate web phone tab, the old tab will display
a warning. The new tab should take over unless a call is actively
taking place on the old tab.

Note: This feature works within the same browser but not in
incognito windows or different browsers.

Navigation:

Virtual Landline Office Web has buttons on both the right and
left sides of the page. The right side has 2 buttons, and the left
side has buttons for agent status and user profile.

Features:

• Place a Call
• Receive a Call (including screen pop)
• Handle a Call
• Call Center Contacts
• Call History
• Voicemail
• Chat & SMS
• Call Park
• Answering Rules
• Greetings

Frequently Asked Questions (FAQ):

Q: Which browsers are supported by Virtual Landline Office

Web?

A: Currently, Virtual Landline Office Web only supports Chrome
due to its compatibility with WebRTC functionality.

Q: How can I access Virtual Landline Office Web?

A: You can access Virtual Landline Office Web by directly
navigating to https:///webphone or by clicking on the direct link
in the Portal menu under Apps.

Q: What happens when I open multiple tabs of Virtual Landline

Office Web?

A: Opening duplicate tabs will result in a warning message on
the old tab. The new tab should take over, except when a call is
actively in progress on the old tab.

“`

virtuallandline
office
WebPhone User Guide
www.virtuallandline.co.uk

Virtual Landline Office Web (WebPhone) Manual
Table of Contents
Virtual Landline Office Web Overview Article Navigation
I. Configuration Prerequisites
II. Access & Customize How to Access Opening Multiple Tabs Navigation Permissions – First Launching Customize Screen Layout Branding Settings Ill. Features Place a Call Receive a Call Handle a Call Call Center Contacts Call History Voicemail Chat and SMS Call Park Answering Rules

Greetings Next Steps – PWA
Virtual Landline Office Web (also known simply as the WebPhone) is a browser- based softphone using the WebRTC standard. This article is a complete manual explaining Virtual Landline Office Web. It is organized into three sections: (I) configuration, (II) access & customize, and (Ill) features.
Article Navigation
I. Configuration
PrereQ uisites
II. Access & Customize
How to Access Navigation Permissions Customize Screen Lay:out Branding Setting Ill. Features Place a Call Receive a Call (inc. screen pop) Handle a Call Call Center Contacts Call History Voicemail Chat & SMS Call Park Answering Rules Greeting:i P

I. Configuration
Prerequisites
1. Virtual Landline Office Web will only work in browsers that support WebRTC functionality. The only browser supported at this time is Chrome.

II. Access & Customize

How to Access

1

Virtual Landline Office Web can be accessed in one of two ways: 1. Directly navigate to https:///webphone.
2. Or, click on the direct link in the Portal menu under Apps.
The ability to see this link in the Portal and the name of the link are both managed by the configs below:

Opening Multiple Tabs
When a duplicate web phone tab is opened, the old tab will display this warning: “Virtual Landline Office Web was opened elsewhere”. The new tab should take over.
The exception is when a call is actively taking place on the old tab. In that case, the old tab will remain active, and the new tab will display a duplicate session warning.
This feature works while using the same browser. It does not work when using an incognito window or different browsers.
Virtual Landline Office Web was opened elsewhere
To continue using Virtual Landline Office Web here, close the newly opened browser window. After closing, you may need to refresh this window.
ldhfi=I

Navigation
There are many buttons in Virtual Landline Office Web and this section seeks to explain ones on the home page. For buttons related to placing and receiving calls, refer instead to the “Ill. Features” section of this article.
Right Side of the Page
In the upper-right hand corner of the page, there are 2 buttons in :
· Language selection (globe button): Use the dropdown selection to customize WebPhone UI language. This requires additional configuration:
· Agent status (headset button): Its button is a headset that changes color depending on status, and it also displays the agent’s status. A red headset indicates the agent is offline, and a green headset indicates the agent is online.
· registration status (phone button): This button indicates whether the device is registered or not. A green phone indicates that the device is registering.

English (United States) @ ·

@

Left Side of the Page In the upper-left hand corner of the page, the following buttons can be found:

· Agent status (headset button):
this button is located on the left-side of the page. Its button is a headset that changes color depending on status, and it also displays the agent’s status. A red headset indicates the agent is offline, and a green headset indicates the agent is online.
· Avatar button: This button will be your gravatar if configured; otherwise it will
default to the logged in user’s initials. Clicking on the button will open up the user profile in WebPhone. The two badges on this button indicate:
o presence badge: (phone icon) green means the logged in user is online; red means the logged in user is busy or on a call; grey means the logged in user is
offline prior to v44 and in v44+, the badge will be hidden instead
o chat badge: (messaging icon) blue means the logged in user’s chat presence is
online; an offline status hides this badge
· User Status message: (quoted text) the placeholder user status message is “set a
status message”; if the user changes their Agent Status to “break”, then the User Status message will update to the words “break” (a “lunch” Agent Status will change the User Status message to lunch, meeting to meeting, and so on). The User Status message can be edited at any time by clicking directly on the message and typing in the resulting text box. Note that for the Agent Status and User Status message to sync, a page refresh may be necessary.

Call Center

(i) Online ·

Super User

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1099

agent MY status

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0WAITING 0 WAITING

Call Center

0WAITING

!33 Contacts
Call History
v44+

· 190 logged into the queue

Testing

7 e.,zyoo

not logged into the queue

] ]

prior to v44

Super User
1099
Call Center

Sales 2000

MY QUEUES

B3 Contacts
Call History [:!:) Voicemail

Support
2( 01
Test Queue 790
·Testing Cal Queue 7800

Permissions – First Launching

MY STATS

OWAITING .:.·. 9
OWAITING .:.·. 6
OWAITING :.·. 2
.. , OWAITING

This section explains prompts that open the first time a user launches Virtual Landline Office Web, or when launching while using an incognito browser.

C

Allow microphone access

Your microphone is used to make and receive calls. Click allow and follow your browser’s directions.

v44+

····

SKIP

Microphone Request
All Virtual Landline Office versions request microphone access. This a browser permission and can be later disabled in browser settings. v44+ will additionally allow users to select their microphone after allowing access. Microphone selection is also available for all versions under the “Settings” sidebar.
Audio Output
This is a v44+ permission that is prompted for first-time users. Set the audio output selection and default volume level at this time. Microphone selection is also available for all versions under the “Settings” sidebar.

Receive Inbound Calls Request If the current answering rule is configured to ring only the user’s extension, then a prompt will display asking whether the user would like to enable Virtual Landline Office Web to receive inbound calls. It is important to click YES when prompted, or else inbound calls to the webphone might be sent straight to voicemail.
Allow Browser Notifications This is a v44+ permission that allows for push notifications. If the permission is disabled, it can be changed later in browser settings.
Additional Scenario If a user has a custom answering rule that utilizes a timeframe other than “default” and is configured to ring only the user’s extension, then the following message will display, telling the user that the phone may not be configured to receive all incoming calls.
This phone may not be configured to receive all incoming calls. Please contact your phone administrator for more information
OK
Customize Screen Layout
Multiple cards can be displayed at a time, including chat and active calls. Cards have drag & drop capability, and the ability to be pinned.

Super User 1099

Call Center

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Sales · 2000

MY QUEUES

0

Call Center

Support · 2001

Bil Contacts

Test Queue · 790

I! Call History

·t:!ll

Voicemail Chat and SMS

Testing Cal Queue

e

· 7800

0

® Call Parks

Answering Rules

Greetings

(‘i) Online ,..

MY STATS

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.:.·.,
, 0WAITING .:.·..

Settings i Logout

Screen Layout – Language

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e Connecting…

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Call Parks·

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Dynamic Call Park Queue(700) Emp ty

Call Park One(701) Empty

Hi Super
2 New voicemail O Missed calls 3 Unread conversations
Active Answering Rule Busy Time Frame

v44 enhanced iframe

The language can be adjusted by selecting the localization globe in the right- hand corner.

English (United States) @

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elev

English (United States) Spanish (Mexico) French (Canada)

Screen Layout – Minimize Cards

To minimize a card, click on the (X) in the top left-hand corner of the card. Click on the expand button to add the card back to the grid.

X
Wrap up Unknown 7800 D1spos1t1on
RPJumn

Call Parks …

IMMM·G

01 32

Dynamic Call Park Queue {700) Empty

Screen Layout – Pin Cards

Web phone cards can be pinned in place. The pin icon is located in the upper

, j”: right-hand corner of each card. Pinned cards will move to the top row.

X
Q.

arh Contacts

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1

2

3

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4

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Settings
The Settings screen displays device and audio information. If there is a paired device, it will show here as “paired”.

Superuser 1099
Q CaUCenter
Contacts
! Call History
e;i Voicemail
11111 Chat and SMS
® Call Park
Answering Rules
‘! Greetings
Settings
i log Out

Settings

call from

available devices

:.; Call from —— This phone

“‘ Microphone Default – MacBook Pro Microphone (Built-in)

Audio output Default· MacBook Pro Speakers (Built-in)

Ringtone Default

select a ringtone

Call Waiting Tone Enabled

Version 42.20

select one time, enabled, or disabled

Super User
1099
“Set a statusmessage

Settings
Microphone Default

‘

0 Call Center

Microphone Activity

SI Contacts ‘-! Call History

Audio Output D Default
Volume

[:!:l Volcemail
11111 Chat and $MS

0

0

Ringtone Output D Default

® Call Parks
Answering Rules

Ringtone Default
Ring and Notification Volume

‘! Greetings
Settings Logout

Call Waiting Tone Enabled
Version 44.0.0-alpha 1024

slightly different settings UI in v44.0+

Ill. Features
Place a Call
Virtual Landline Office_ Web is limited to handling a maximum of two calls. If more than two calls are attempted, a pop-up modal should notify the user. Since WebRTC traffic is encrypted there will be higher CPU utilization on your Core Modules than when used for an unencrypted call. CPU use is about 30% greater than a normal (unencrypted) call.
t. In Virtual Landline Officehe dial pad has moved to the upper lefthand corner of the screen and is now a distinct button.
Super User 1099
” Set a status message
:i: DIAL PAD
v44+
2. Dialing can be performed by either clicking directly on the numbers in the dial pad, or by typing numbers from a keyboard.
· After v44.0, there is a separate search box to find contacts. Typing in a number outside of the “search contacts” box will not autocomplete.
When dialing is complete, press the green dial icon on your screen, or enter on your keyboard, to begin the call.

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3. Calls can also be placed directly from the Portal, while still using the Virtual Landline Office web application.
For instance, in the below screenshot, a call is being placed from the Portal’s “contacts” sidebar. Clicking on the phone icon across from a contact will open the option to “call using” and a dropdown selection of available phones. .

Contacts · Super User ” Set a status message -AIIT
Static Call Park #1

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Shared Voicemail

300

Import

Tammy Penguin

652

BevSmh

654

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Bethany Malloy 901 House Grey Barry Dog RE B Call990

876 901
.. …987 .

oi Cal us,ngc “‘ Portal Web Phone Name SNAPmobile 4.0.0 Cristine’s iPhone

Receive a Call
When receiving a call, the computer will play a ringtone and the webphone will display the following call options:
· Reject – this will reject the call from all ringing devices that are a part of a
! simultaneous ring (if applicable). A 480 Response is sent to cease the ringing.
· Ignore – this will ignore the call received within the Virtual Landline Office Web interface but still continue ringing other devices that are a part of a simultaneous ring (if applicable).
· Answer – this will answer the call

it’ Incoming Call
Super User
2500

···

Handle a Call When a call is active, the following functions will be available:

opens the dial pad to place a second call. Current call will be placed on hold. “Swap Calls”
will display
moves the call to another device if
available

enter digits as needed (auto attendants)
ing if “on-demand “is configured, o clear the screen

Call Center
There are extensive call center capabilities available through Virtual Landline Office Web for users who manage or participate in call queues.
Call Center functionality in Web is on by default, and it is immediately available when a user logs in with a scope of Agent or Call Center Supervisor.
The Call Center screen appears as a menu selection in the left p anel. It has two tabs: My Queues and My Stats.
· My Queues: This is a list of call queues that the logged in user has access to. It also displays the number of agents assigned and the number of callers waiting. Incoming calls will identify which queue they’re coming from.
· My Stats: These are stats specific to the logged in user, such as calls per hour, calls per day, calls per queue, and today’s queue stats. For users who want to keep track of these stats, the plus sign can be clicked to copy the card to the Web dashboard.

Super User 1099 “Setastatusmessage
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‘) Call Center
E33 Contacts
! Call History

Call Center

(i) Online ·

MY QUEUES
Sales · 2000 Support · 2001
Test Queue · 790
Testing Cal Queue · 7800

MY STATS

o WAITING ,!_·., 1
O WAITING
OWAITING
.. , OWAITING .::

Super User 1099 “Setastalusmessage
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‘) Call Center
!33 Contacts
! Call History

Call Center

Ci) Online ….

MY QUEUES MY STATS

Calls per day L·st?d1ys

Calls per queue

Call Center Status
Users can change their status by using the dropdown selection. Create custom statuses as needed.

Call Center

(i) Online ·

MY QUEUES MY STATS

Go offline Single call

Calls per day La t 7 days

End Shift Lunch

Break

Thu

Fn

l

Sun

Mon

Tue

Wed

Calls per queue
Last 12 hour
O Calls

Nochll

Meeting Other Bathroom Secret Meeting Appointment

Call Center Dispositions
Call dispositions allow agents to record notes on calls via a popup when the call is complete. For information on dispositions,
You can opt for a disposition card to be displayed to record the reason and resolutions for the call. These can be set for inbound and/or outbound calls.
Contacts
The Contacts screen displays other users in the organization as well as any contacts that have been added in the Portal. Organization contacts show presence (indicated as a green, red or gray circle) and favorite contacts are indicated with a star.

Super User 1099

(j Calle

filter contacts by all, favorites, contacts,

coworkers, online, or busy
Contac

Cent

sort contacts by online, extension, last name, or first
name

Call History

·

Voice mail Chat and SMS

·

Office Manager 1001
Route Manager 1004

® Call Park
Answering Rules

Static Call Park #1 123

=- +
add a contact

Greetings
Settings
i Log Out

Bev Smith 654
Steve Smith 901
Herman Smith 120005611111
Call Center Supervisor 1002
T

Select a contact. Click or unclick on the star icon to mark the contact as a favorite. Click to call, chat, or select video meeting options.

Contacts can be edited by clicking on the “more” icon (3 dots). Here, “copy to clipboard” will copy all of the contact’s information. This is an example of what will be saved when copying contact information:
User: 4444 Name: Daria Smith Extension: 4444 Email:customersupport@netsapiens.com Domain: test

1001 Exten
– er Email

edit user or copy contact info to clipboard
Office Manager

mark as favorite
0

(1) start a new meeting, (2) start
screensharing, or (3) schedule a meeting

IIC · …
‘ place a call

Call History
The Call History screen can filter calls by missed, inbound (blue arrow), or outbound (green arrow).

Super User

,

1099

0 Call Cent
Contacts

inbound

Call History
l!!!l Voicem[ outbound

· Chat and SMS

Call History ·

Filter by all, missed, inbound, or outbound

Office Manager
1001 Work

19 minutes ago 00 01

Test User
‘wt 623 252

38 m nutes ago 00 16

Test User
Mobile
Call Center Supervise
1002 Work

click to see more options: call back, chat, view contact
information

Voicemail
The Voicemail screen contains missed voice messages. Play/pause/stop messages, save them, forward them to another contact in your domain, delete, and view transcriptions (if configured).

Super User
1099
0 Call Center
Contacts
Call History
·ram Voicemail Chat and SMS
® Call Park

Voicemail …

filter by new or saved

Test User
Transcription not available

10 hours ago

00 03

· 00:03

·

B

return call

G

forward to another

contact

Super User
1099 “Set a status message
:: DIAL PAD

0 Call Center
Bl Contacts

Call History

Voicemail

0

·

Chat and SMS

0

® Call Parks

Chat and SMS
· New Conversation

v44+ button

(906) 298-

a month ago

Your one time access code is: 1 …

Office Manager
testing hello

9 months ago

Barry Dog
testing

a year ago

Test User
Test

a year ago

(602) 561
Did you receive this?

a year ago

Call Park
The Call _Park screen is where calls are parked in queues. Click to answer calls here.

Super User
1099
Q Call Center B3 Contacts
Call History
r:!:l Voicemail
· Chat and SMS
® Call Park
Answering Rules
Greetings

Call Park ·

filter by all, site, or department

Dynamic Call Park Queue {700) Empty
Call Park One (701) Empty

add this card to the grid

Answering Rules
The Answering Rules screen displays all active answering rules. Click to drag and re-order (rules will be applied in order from top to bottom), or click to edit more options (disable, enable, or delete). Answering Rules can be added or edited only in the Portal.

Super User 1099
.. Setasta1usmessage

Answering Rules r::::;:-
Busy Time Frame ·
(CC Always

‘) Call Center SI Contacts

Call History

·(:!:l

Voicemait Chat and SMS

® Call Parks

Holiday Schedule Specific dates

Business Hours (CC Oaysand11mes

OffHours

0

(CC Oaysand11mes

0 Default
CCC Always

Answering Rules

drag to re-or<ter

.,,,

Business Hours

disable or delete

, , , Simultaneously nng
CCC x1099, x1099i, x1099m, x1099wp

Monday Tuesday Wednesday Thursday Friday

06:15 to 16:59 06:15 to 16:59 06:15 to 16:59 09:00 to 17:59 09:00 to 17:59

Greetings
The Greetings screen displays available voicemail greetings. Click on a greeting to play it or delete it. Click on the checkmark to enable a greeting as the “active” default. One greeting can be active at a time.

Super User
1099
‘) Call Center
Contacts
Call History
Voicemail
Chat and SMS
® Call Park
Answering Rules Greetings
; Settings

Greetings A Standard Greeting
00 00
V Business Greeting

00 03

virtuallandline
office
If you can’t find what you’re looking for please get in touch via our website.
Contact us
www.virtuallandline.co.uk

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