BrowserPhone

The iAGENT Call BrowserPhone runs directly in the browser and integrates seamlessly into the iAGENT Desk interface. It is therefore independent of the operating system and can be used on all (mobile) devices with a browser and a stable Internet connection. Currently, the browsers Mozilla Firefox, Google Chrome and Microsoft Edge are supported. No installation is required. This means that, compared to conventional hardware telephones, use is not tied to a specific location, which is particularly beneficial for structures with geographically distributed teams.
In combination with a desk phone, the BrowserPhone can alternatively also be used for CTI control. Connectors to telephone systems from the manufacturers innovaphone and Cisco are currently available as standard.
For example, to provide agents with important key figures, any content can be displayed in the sidebar below the BrowserPhone.
This can be, for example, an external URL that links to a dashboard provided via an app. The path to the respective resource or external URL can be specified in the novomind iAGENT Supervisor at the phone system instance under Custom Settings with the following parameter:
softphone.custombox.url = /nmsoftphone/softphoneCustomboxExample.xhtml

Operating instructions

Call forwarding:
Calls can be cold forwarded to another agent within the novomind iAGENT system using this button. A new Call Forward window opens in which the names of the agents currently logged on to the system are displayed under Agent. If the respective agent is not available at the time of the call, the availability status is indicated in brackets after the name. A distinction is made here between the statuses Not ready, Break, Busy and In post-processing.

Under Timeframe (Until) the time period is specified over which an attempt is made to deliver the call to the agent selected there. The specified time period can be edited. The default value can be set in novomind iAGENT Routing.conf under agent.maxResubmitInterval.call.

If the agent does not accept the call by the end of the set period, the call is transferred to novomind iAGENT’s “regular” routing.

In addition to the cold call forwarding to a specific agent described above, this button also offers the option of warm and cold call forwarding to an agent group. Warm call forwarding to a specific agent can be done by selecting the contact in the address book of the novomind iAGENT BrowserPhone.
Category for outgoing calls/phone number signaling:
If a specific phone number is to be transmitted to the called party on an outgoing call, this can be done at this point by selecting a category.
In the iAGENT Supervisor under Administration –> Master Data –> Categories –> Call Connector App, a prefix can be stored in the corresponding category. If a trunk is configured in the connected telephone system to which the prefix is assigned, the phone number that was stored in the telephone system on the trunk is signaled for an outgoing call.
Recategorize:
This button can be used to recategorize an active call received via a service number. In the window that opens, you can first select the tenant and, in the next step, the category for the call. In addition, the Reroute Call checkbox can be used to define whether the call should remain with the current employee or be transferred to the regular novomind iAGENT routing.
Input field for phone numbers:
The phone number to be dialed is entered here. The entry can either be made using the numeric keypad on the keyboard or by clicking on the dial keys with the mouse.
Phone book:
This button is used to access the novomind iAGENT phone book and any other connected phone books. All contacts are displayed here along with information on their availability status (if available).
There is also a status filter that can be used to configure which status agents must have in order to be displayed in the address book. If the status filter is deactivated, the individual statuses are hidden and all agents are displayed. A default filter with individual settings can be stored in the telephone system plugins under the “BrowserPhone” tab.
Dial keys:
This field is used to enter phone numbers for outgoing calls. In addition, the dial keys can also be used to signal DTMF tones.
Answer/hang up calls:
This button can be used to answer or hang up calls.
Mute:
Clicking this button disables or enables the microphone.
Display the active lines:
Here the active lines are displayed along with a colored icon symbolizing the connection status.
Green flashing: Connection established, ringing
Green: Call is connected
Yellow: Call is on hold
Red flashing: Connection is terminated

For a known telephone number, i.e. for which an entry exists in the address book, the name from the address book is displayed instead of the telephone number. In addition, the caller’s phone number is displayed as a tooltip as well as information about the address book (name) from which the name information originates.
The display is independent of whether it is an incoming call, a call started by entering a telephone number or an outgoing call started via the address book.
The following functions are available per active line:
1. Call forwarding
  This function can be used to forward or transfer a held line to another active line.
2. Hold/retrieve call
  This function can be used to put a line on hold. In this state, the remote station hears music on hold. When pressed again, the line becomes active again and the agent is connected to the remote station.
3. End call
  This function can be used to end the call on this line.
The group availability allows the user to subscribe or unsubscribe to the agent groups assigned to him/her.
This button can be used to start or stop manual call recording. A separate audio file is generated for each recording process. Similar to the automated call recordings, this can be downloaded via Adanced Search the novomind iAGENT Supervisor or Desk or played back via the browser-based player. An active call recording is displayed to the user via an animated icon in the BrowserPhone. The supervisor can configure at the “Tenant” and “Category” level whether a user is authorized to record calls manually.
The agent can view the call history at this point. By selecting a phone number, the call is redialed and the respective icon is used to indicate whether it is an incoming or outgoing call. The name of the subscriber is displayed in the call history if it is stored in the phone book. In this case, the subscriber’s phone number is also displayed as a tooltip. However, if there is no entry in the phone book, the phone number is displayed.