Overview: Softphone multiline (Edify App)

Edify App > Softphone > Overview: Softphone multiline (Edify App)

This article provides an overview of the multiline feature for the softphone in Edify App.

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Overview

In Edify App, the multiline feature of the softphone (WebRTC) is where you can manage up to six phone calls at a time.

Multiline is a powerful feature available to both Edify EX and Edify CX users. With multiline, you can handle up to six phone calls at once.

Each inbound or outbound phone call occupies one of your six available phone lines. The lines fill up in ascending order, from left to right. So, if you’re on an active call on Line 1, and a new call rings you, that new phone call occupies Line 2.

Once you end a phone call, the softphone line that was hosting the phone call becomes open and is ready for a new call.

Softphone line statuses

There are three statuses a softphone line can be in:

  • Active

  • Holding

  • Available

This image shows a connected call on hold (red, line 1), an active connected call (green, line 2), and four vacant lines (gray, lines 3-6).

This image shows a connected call on hold (red, line 1), a line selected for making a new, outbound call (white, line 2), and four vacant lines (gray, lines 3-6).

  • Active line (green line key): An active line is a softphone line that’s currently hosting a phone call. This means a call is connected and you have access to all of the usual on-call buttons, like mute, transfer call, hang up, and more. Once a line becomes active, the corresponding line key changes from gray to a solid green.

  • Holding line (flashing red line key): A holding line is a softphone line that has a connected call currently placed on hold. Callers on a holding line hear the softphone hold music. Once a line is placed on hold, the line key changes from solid green to flashing red.

  • Open line (gray/white line key): An open line key is a softphone line that’s not hosting a call. The open line key can be either: selected (white line key) or not selected (gray line key). Once you select an open line, you can create an outbound call if needed.

  • Ringing line (flashing green line key): A ringing line key is a softphone line that’s hosting an incoming call. Once in a ringing line, Edify presents buttons for you to take action on the call, like answer or decline the call.

Multiline for Edify EX users

Multiline is a feature that Edify EX users can leverage to manage several phone calls at one time, making connecting with coworkers and external callers more natural and efficient, as if working on a desk phone.

How multiline works for Edify EX users

This feature is automatically available for all Edify EX users. This means that all users have access to managing up to six calls at once through the softphone. This is how the multiline feature works:

When working with a desk phone, you can receive one or more calls while already on a phone call.

During these situations, you can screen the caller details to decide if you want to answer it or not. With the multiline feature, you have the option to view the incoming call and then decide how to proceed with it, whether that’s to answer it or decline it, which sends the caller to your voicemail.

Status-based routing and multiline for Edify EX users

Instead of being rang while on an active call, you can leverage the status-based routing feature of your Call Settings to automatically send your new calls to another destination (like your mobile device or voicemail) while on an active call. This gives you more control over when you’re rung or not, even if you have open lines available.

For example, if you’re on an important phone call, and you want to create a “Do Not Disturb” experience or stop any future incoming calls from ringing you, use your status to tell Edify to route your calls to the destination of your choice, like you voicemail when you change to a specific status, like ‘Busy’.

In short, the multiline feature respects the status routing settings configured in your Call Settings.

Multine for Edify CX users

For Edify CX users, softphone multiline enables you to handle up to six voice interactions at one time, as long as you have adequate user permissions.

How multiline works for Edify CX users

As a queue user, you can manage both phone call interactions along with UC calls when routing calls through the softphone like a desk phone.

All queue users can handle up to six UC calls at once or five UC calls and one voice interaction. However, if the queue user is skilled to handle multiple voice interactions at once, then they need specific user permissions set.

Setting up Edify CX users for managing multiple voice interactions

Queue users handling two or more voice interactions at once need specific user permissions set before Edify knows to accommodate this.

These are the settings required to be able to manage multiple voice interactions at once: check that multi-aid V1 is enabled and set the phone space permissions quantity based on the queue user’s skill (I.e. anywhere from one to six). After confirming these settings, log into your queue(s) and set your status for the system to start delivering you new inbound interactions as usual.

Accepting, rejecting, and managing additional voice interactions

This is how managing multiple voice interactions works when using the softphone for hosting your calls:

When you are on an active voice interaction and a new customer calls into the queue, Edify selects a queue user with available phone spaces and rings them the same as any other interaction.

This means that if you are selected to handle the interaction, an Accept button and a Reject button are presented to you. At this point you can do any of the following:

  • Accept the interaction

  • Reject the interaction

  • Take no action (do nothing)

If you accept the interaction, the current customer caller is automatically placed on hold once you click the Accept button. The new customer caller becomes the active interaction.

If you reject the interaction, the pending interaction either rolls onto the next available queue user, rings you again if there isn’t another person available, or proceeds with sending the caller through the waiting experience configured for the queue, like moving through a timed workflow, triggering the max wait experience, or setting you to Q Auto Pause if enabled for your user.

If you take no action (do nothing), in other words if you don’t click either “Accept” or “Reject”, the interaction continues ringing you for your full ring time and then proceeds as though the interaction was rejected.

Visual breakdown

Multiline feature

A. Line key menu: The line key menu is where you can toggle between your softphone lines. There are six lines available in the softphone. So, you can manage up to six phone calls at one time. If managing several phone calls at once, there are active lines, ringing lines, holding lines, and open lines.

B. Line key button: There are six line key buttons that make up the line key menu. Click a line key button to select a line to use it for making a new outbound call.

Four softphone line statuses

A. Holding line (flashing red line key): A holding line is a softphone line that has a connected call currently placed on hold. Callers on a holding line hear the softphone hold music. Once a line is placed on hold, the line key changes from solid green to flashing red.

B. Active line (green line key): An active line is a softphone line that’s currently hosting a phone call. This means a call is connected and you have access to all the usual on-call buttons, like mute, transfer call, hang up, and more. Once a line becomes active, the corresponding line key changes from gray to a solid green.

C. Ringing line (flashing green key): A ringing line key is a softphone line that’s hosting an incoming call. Once in a ringing line, Edify presents buttons for you to take action on the call, like answer or decline the call.

D. Selected open line (white line key): Selected open line: A selected open line state is a softphone line that’s not currently being used, but it’s been clicked on. You’ve accessed it to view or to create an outbound call. When an open line is selected, it becomes white.

E. Open line (gray line key): A not selected, open line is a softphone line that’s not currently being used; instead, the line is open. Not selected, open lines are gray.