Overview: Softphone directory (App)

App > Softphone > Overview: Softphone directory (App)

This article provides an overview of the softphone directory in App.

In this article


The softphone is available to all users regardless of their license types. The softphone workspace houses several, smaller workspaces for managing your phone calls, like creating outbound calls, receiving inbound calls, managing your call history, and managing your voicemail history. If your user has access to faxing within the system, this is also where you can manage inbound and outbound faxes. 

The softphone also houses the company directory where you can quickly find and contact your coworkers. You can access the directory from the softphone workspace at any time, including both when you are and are not on an active softphone call.  

When you’re on a phone call, the directory is useful for:

Otherwise, use the directory to quickly call, open a chat with, or check the status of a coworker. Finding a coworker is simple. Search for a coworker by name, title, extension, or status message. Once a directory entry populates, use the click-to-call functionality to contact your coworker, reference their status, and more.

Visual breakdown

A. Close Directory: The close directory  button closes the directory and returns you to the create outbound call workspace. 

B. Search: The search field gives you the ability to search for a specific user, ring group, or queue. Filter directory entries by searching for a name, title, status message, extension, or phone number.

C. CX Status: The CX Status square marker indicates the user’s current CX Status. CX Status notifies whether the user is ready to accept queue interactions or not. The CX Status options include “CX Status - Logged In” (green) or “CX Status - Logged Out” (red). In the above example, you can see that two coworkers are not receiving queue interactions (Alby and Arie) whereas the third coworker is available to receive interactions (Bennie).

D. User status: This line marker indicates the user’s availability status. User status notifies coworkers of your general working availability. These are the status types: “Available” (green), “Busy” (orange), “Away” (red), or “Offline” (gray). The user’s status message is also displayed in the user details area. In the above example, all the coworkers have a grey line marker. This indicates that all three employees have a user status of “Offline”.

E. User details: This area displays the user’s name, title, and status message. This message is either one of the standard status messages, like ‘Available’, ‘Away’, ‘Busy’, or ‘Offline’, or it’s the user’s own custom status message. 

F. Contact options: This area displays buttons for contacting your coworkers. Here is where you can use click-to-call functionality to call a coworker or to open a direct chat thread to message with them through chat. From left to right, these are the main contacting options: ‘UC chat’, ‘mobile’, ‘extension’, and ‘voicemail’. These options vary based on the user’s profile settings. In the above example, the top two entries (Dr. Alby and Arie) have all contact options configured, while the bottom entry (Bennie) only has three available contact options.

a. UC chat: The UC chat button, displayed as two message bubbles, opens a direct message between you and the selected user within the chat workspace. This gives you the ability to open a chat conversation between you and your coworker.

b. Mobile: The mobile button, displayed as a mobile phone icon, creates a call to your coworker’s mobile device. The call starts from either your desk phone or softphone (webRTC) depending on your settings in App Click-To-Call under your Call Settings. The mobile option is only available if the user has added a mobile phone number to their user profile. 

c. Extension: The extension button, displayed as a phone receiver icon, creates a direct call to the user’s extension. The call starts from either your desk phone or softphone (webRTC) depending on your settings in App Click-To-Call under your Call Settings. 

d. Voicemail: The voicemail button, displayed as a tape reel, creates a direct call to the user’s voicemail box, which is where you can leave them a voicemail. This depends on your settings in App Click-To-Call under your Call Settings. 

G. Extension/Mobile Number: The extension/mobile number button is how you toggle between displaying the user’s extension and mobile phone number. The entries default to displaying the user’s extension. However, if your coworker also has a mobile phone number configured under their Profile Settings, this becomes a button for you to click for toggling between viewing your coworker’s extension and mobile phone number.

a. Extension number: This number is the user’s direct extension. 

b. Mobile number: This number is your coworker’s mobile phone number. This number is only displayed if your coworker has a mobile phone number configured under their profile. The directory defaults to displaying the user’s extension. If your coworker also has a mobile phone number added to their profile, click the extension/mobile number button to toggle between the two.