The webphone is a 100% web-based application, with no software or additional equipment required to make it work.  It's available to all License holders and all user "roles" (Agent, Admin, Supervisor, Billing Admin, Limited Agent, and Inbound Agent). Virtual numbers only customers are required to purchase a license to make use of the webphone functionality.

• Making an Outbound Call
• Receiving Inbound Calls 
• Activating Auto-Answer

Making an Outbound Call

Locate your web phone in the lower right corner of your screen. Then select the + sign to maximize the phone’s display. 

Type “+” and then select the dial pad numbers to dial the phone number you wish to call. 

Next,  press the phone icon

Making a call to someone outside of your organization? Be sure to dial “+” followed by the country code and number (no spaces or dashes).

Making a call to an internal extension? Just dial that extension number, no “+” needed.

Tip: If you wish to use your computer’s keyboard to enter the number you wish to dial, make sure to click on the phone’s screen first to reveal the cursor and then use your keyboard’s keypad to enter the phone number.

Receiving Inbound Calls 

When you are receiving an incoming call, you have the option to Answer or Decline the call. 

Make sure your volume is turned up so that you are able to hear your call coming in.

Understanding your Phone Settings

Select the "Settings" icon to view and update the following:

• Auto Answer: TO set your webphone to auto-answer, simply click the toggle to "ON"
• Microphone: Choose your microphone settings and then speak to test it's working. 
• Speaker: Choose your speaker and then use the test button to ensure it's working.
• Data Center: Choose the data center to route your calls through

The AVOXI Webphone is available to all License holders and gives agents the ability to make phone calls without the need for a physical telephone.  Calls can be made over the internet using a device with a mic and speaker, including computers, tablets, and mobile devices. 

AVOXI's webphone allows your team to handle calls from their computers or make outbound calls and customize their caller ID.  Functionality and features include the following:

• Browser-based webphone - Easily take calls from your computer browser from any location without needing physical phones.
• Click-to-call - Drive agent productivity with the click-to-call browser plugin and auto-dial any number presented through a webpage on the AVOXI webphone.
• Global outbound dialing - Make outbound calls to any location worldwide with customizable caller IDs.
• CRM integrations with screen pop - Take advantage of Help Desk and CRM integrations to give your agents more context during customer calls.
• Network Indicator in Webphone - AVOXI is a browser-based application that requires a network connection to successfully receive and make phone calls.  The strength of the network connection can also impact the quality of these calls.  The Network Indicator in the webphone is available to provide a quick reference to the user's network strength.
• Selecting your audio device - As an AVOXI user, you have the ability to configure which audio device is used when receiving calls via your AVOXI webphone.  

Below is a breakout of the Call Controls within your Webphone:

• Agent Status
• Contact name and number 
• Hold and Mute
• Call Transfer (Warm and Blind transfer to Agents)
• Pause Call Recording
• Three-way calling 
• Adding call participants to an existing call
• Network Indicator
   

Agent Status

It will also show the "agents status" so you know who is available to take a call.  Learn more here!

Contact name and number 

Using CRM integration the screen pop will automatically display customer information from the CRM platform to your AVOXI webphone for queue calls with a matching CRM caller-id. This feature is only available to AVOXI Enterprise Licenses holders and gives Admin users the ability to save their credentials within the AVOXI platform to enable the connection.  They can also enable or disable the screen pop functionality for specific queues to determine which agents can see the CRM information when a queue call comes in.  Learn more here!

Hold and Mute

Click the mute button to mute a call.  When your call is on mute, you can hear the caller, however, the caller cannot hear you.

To place a call on hold, select the hold button.  When your call is on hold, you can not hear the caller and the caller can not hear you but will instead hear the hold music. 

Call Transfer (Warm and Blind transfer to Agents)

When transferring calls you have two options: warm and blind transfer.

With a warm transfer, agents can speak to each other to prepare them with the relevant information before transferring a caller.  This feature was designed to enhance the customer experience and also, reduce the call time.

With a blind transfer, agents can transfer callers to a ring group or another agent without speaking to the new agent first. This option is best when you are transferring the call to a queue that has a long wait time.

Pause Call Recording

If call recording is activated all calls will automatically be recorded.  Users have the option to "Pause Call Recordings" within the webphone application. 

Three-way calling 

Network Indicator

Selecting your Webphone Audio Device

Webphone Recent Calls

By selecting the Recent Calls icon in your web phone, you can see calls that were recently made or received. This includes:

• Answered Direct Inbound Calls
• Missed Direct Inbound Calls
• Answered Direct Outbound Calls
• Missed Direct Outbound Calls
• Internal (ext-to-ext) Calls

Team calls do not show in your Recent Calls in the web phone. If you would like to see Team Calls, please provide the Limited Team Activity permission to allow your Agents to see a limited version of the Team Activity page including their Answered Inbound calls.

Updating the Data Center on the Webphone 

• Sign in to your Genius account at genius.avoxi.com
• Select the setting on your web phone by clicking the cog icon on the upper right. 
• Select the appropriate Data Center in the dropdown
• NOTE: Changing the Data Center during an active call will result in the call dropping

Use our tips, tricks, and troubleshooting steps below to ensure the best results and overall experience when using AVOXI and its features.

• Are you using a preferred browser? 
• What are the minimum requirements to use AVOXI?
• Are you using the latest version of Google Chrome?
• Are you logged into AVOXI on more than one browser tab?
• Have you allowed access to your microphone and notification on your Chrome browser setting?
• Have you cleared your cache and cookies?
• Have you refreshed your browser?
• Have you performed a hard refresh by holding down the Shift key and pressing the Refresh button on your browser?
• Have you logged out and logged back into your AVOXI account?
• Have you tried logging into your AVOXI account using another laptop or desktop?
• Are you using a desktop or laptop? 
• Do you have an internet connection? (Can you open another browser tab to a different website?)
• Are you using a VPN or a shared server/Remote Desktop, such as Citrix, Microsoft, etc, to access Chrome? (Please get in touch with your internal IT Support).
• Are you experiencing issues with your web phone? If so, please refer to our Webphone and Audio Troubleshooting guide.
• How to collect your call logs.

AVOXI Click to Dial also is known as Click2Call is a web-based form of communication that allows a person to click a call button, image, text, or hyperlink to immediately connect with another person in real-time. Click to Dial functionality uses a browser plugin that gives agents the ability to auto-dial any number presented through a webpage on their Genius webphone. Available to all Genius Licenses holders (3 minimum license applies), it's suited to any Genius user requiring outbound dialing on both local North American and international numbers.

Using AVOXI Click to Dial with Salesforce, Hubspot, Zendesk, Zoho or another CRM integration gives agents an instant screen pop, which provides them contextual details associated with a contact on all inbound or outbound calls.

Use the below quick links to get started:

• Installing Click-to-Call
  • Installing AVOXI Click to Dial Chrome Extension
  • Installing AVOXI Click to Dial Firefox Extension
  • Installing AVOXI Click to Edge Extension
• Using Click to Call
• Blacklisting Websites
• Disabling Click to Dial

Installing Click-to-Call

Click to call is available to all Genius Contact and Enterprise Licenses holders at no additional cost. A web-based form of communication, the click to dial functionality uses a browser plugin that allows users to auto-dial any number presented through a webpage on the Genius softphone. It's suited to any Genius user requiring outbound dialing on both local North American and international numbers.

The Avoxi Genius Click-to-Call feature is compatible with Google Chrome, Edge, and Firefox browsers.

Genius Tip: Avoxi Genius Click-to-Call will be unavailable outside of the Chrome, Edge, or Firefox browser.  This also excludes native applications such as spreadsheet and word processing programs.

AVOXI Click to dial is available to all Genius Contact and Enterprise Licenses holders at no additional cost. A web-based form of communication, the click to dial functionality uses a browser plugin that allows users to auto-dial any number presented through a webpage on the AVOXI softphone. It's suited to any Genius user requiring outbound dialing on both local North American and international numbers.

Installing AVOXI Click to Dial Chrome Extension

The AVOXI Click to Dial extension is available on the Chrome Webstore as an extension.

• Using the "Search Bar" on the top of the navigator located on the left-hand side of the screen to search for AVOXI Genius in the web store. 
• Next click the blue "Add to Chrome" button highlight in orange below:
• The extension will install automatically!

Installing AVOXI Click to Dial Firefox Extension

AVOXI Click to dial is available to all Genius Contact and Enterprise Licenses holders at no additional cost. Use the Genius extension to enable click to dial for phone numbers on web pages. This will convert phone numbers on websites to clickable links which will enable you to dial the number directly using your built-in Avoxi Genius webphone.

The AVOXI Click to Dial extension is available for free in  Firefox Browser Add-Ons as an extension.

Installing AVOXI Click to Edge Extension

AVOXI Click to dial is available to all Genius Contact and Enterprise Licenses holders at no additional cost. Use the Genius extension to enable click to dial for phone numbers on web pages. This will convert phone numbers on websites to clickable links which will enable you to dial the number directly using your built-in Avoxi Genius webphone.

The AVOXI Click to Dial extension for Microsoft Edge is available for free in Chrome Webstore as an extension.

Using Click to Call

• After installing Click to Call as a browser extension, you will have an Avoxi Genius icon in your sidebar that is highlighted blue. 
• That means the click to call extension is "ON"
• 
• While the extension is on, all phone numbers in your google web browser will be highlighted as a hyperlink with a blue phone icon. 
• To place a call, ensure your genius application is open in Chrome, and click a highlighted phone number.
• Genius Tip: Click-to-call will not dial out a number if you are already on a call. There will be an option to be able to toggle on/off Click-to-Call functionality during calls in the future.

Click to Call has multiple configurable options including:

• Show the phone icon: check the box to have the icon viewable and clickable. Uncheck the box to have the phone icon disappear
• Show number link: check the box to have the number be highlighted and clickable. Uncheck the box to unhighlight the phone number. 
• Custom link color: to change the color of the link, insert a hex value for the color desired. Refer to this site for an easy guide to hex color values https://www.w3schools.com/colors/colors_picker.asp

Blacklisting Websites

• AVOXI Click to Dial has the ability to blacklist websites per customer configuration.
• If you would like to blacklist the website you are currently on, click the "Blacklist site". 
• This automatically adds the site to the Blacklist on the Options page. 
• If you would like to manually blacklist a site, navigate to the Options page and manually type in the website URL you would like to block. If there are multiple sites, separate the URLs with a comma.
• Note: For international numbers, click to call expects E.164 number formatting which requires a country code with a maximum of 3 digits, and the following subscriber number with a maximum of 12 digits. For more information regarding E.164 formatting, please follow the link https://en.wikipedia.org/wiki/E.164

Disabling Click to Dial

Yes, the ability to disable Avoxi Genius' Click-to-Call functionality is easy and intuitive. 

• Navigate to the right of your browser address bar, and click the Genius icon to pull up the Click-to-Call Settings tab
• Click the blue power button to toggle functionality on (blue) and off (grey