IMPORTANT: Before you start, ensure you are using a browser that supports WebRTC (Web Real-Time Communication), a browser-based communication protocol to make calls.

  On your webphone, select the clock icon to view all past incoming and outgoing calls.

Agents have the ability to seamlessly transfer callers to other departments or agents with on touch of a button via the AVOXI webphone.

To ensure the best user experience on AVOXI platforms and webphones we recommend you follow the below applicable browser configuration guidelines.

3-Way calling gives Genius License holders the ability to instantly add a call participant to an existing inbound or outbound calls.

As an AVOXI user, you have the ability to configure which audio device is used when receiving calls via your AVOXI webphone.

Using CRM integration the screen pop will automatically display customer information from the CRM platform to your webphone for queue calls with a matching CRM caller-id.

Default Webphone Statuses For each Agent, you can specify a default webphone status that the Agent will be set to when they first login to Genius.

If you are using Genius and you see the following messages in your webphone, you may have an issue with Genius finding your audio device(s).

If you are using Genius and you see the following messages in your webphone, you may have an issue with Genius getting permissions to your audio devices.

If you are experiencing issues with your Webphone, please use the below troubleshooting steps.

  Your browser does not support HTML5 video.

The "Agent Status" functionality is a popular contact center tool that helps agents show if they are available to field calls or if the call should be redirected to an available agent.

For an agent to use the webphone, AVOXI must have access to that user's audio devices.

If you login to Genius and you see the Unsupported Browser error in your webphone, you may be using an Unsupported web browser or have a configuration error in your web browser.

All voicemails will be transcribed and sent via email to the email address associated with that voicemail.

Call forwarding  gives users/agents the ability to automatically forward incoming calls on a phone number and  extension  to an alternative number, device, extension, or voicemail.

As an agent in a team, you have the ability to pause yourself so that incoming calls do not ring your extension, or make yourself available to answer calls.

All inbound calls made through the AVOXI platform can be viewed at a number level under the Call Logs section of your AVOXI dashboard.

On the Individual Activity tab, Admins can review all call history, including the date and time, duration, who the call was from, and playback a recording of the call.

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.

The outbound caller ID feature displays a specific phone number to a call recipient.

The standard date format for Genius is MM/DD/YYYY.

From time to time, you may be required to adjust the default settings for audio in Genius.

Help Your Team to be the Expert On Every Call Efficiency is essential to managing a successful outbound call center team.

The "Agent Status" functionality is a popular contact center tool that helps agents show if they are available to field calls or if the call should be redirected to an available agent.

Dispositions, also known as tags, provide contact center agents with structured/categorized options for qualifying what happened on inbound and outbound calls.

AVOXI is a browser-based application that requires a network connection to successfully receive and make phone calls.

New Agents Start Here: AVOXI Academy for Contact Center Agents Genius Tips Ensure that all agents have only 1 Genius tab open at all times (no duplicate Genius tags) Only use the latest version of Google Chrome, Firefox, or Microsoft Edge when logging into Genius Make sure agents have their microphones, notifications, and sound settings on ALLOW How.

Live Transcription To assist your Agents who are hard of hearing, and those who benefit from seeing a live transcription of their calls, we can enable Google Chrome's Transcription feature to allow transcription to appear as a caller is talking to your Agents.

If you've recently had a call drop and been notified in Genius or see one in the Alert logs, you may see one of the below errors.

Recording business calls, incoming and outgoing, is essential to all businesses, regardless of size.

Recording business calls, incoming and outgoing, is important to all businesses regardless of size.