Using Softphone to Emulate a Call

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This section describes how to use SoftPhone to place a call to a call center. Typically, a call would not go direct to a CRS, but would go through a routing system.

To use SoftPhone to place a call to a call center

  1. Use the required credentials to log on to CCF.

  2. Go to the directory where you installed the Agent Desktop, and double-click AgentDeskop.exe to start the application.

  3. Go to the directory where you installed SoftPhone, and double-click SoftPhone.exe to start the application. (SoftPhone is installed by the Agent Desktop installer.)

  4. In SoftPhone, select the customer Jesper Aaberg (###-###-####), and then click Open. The Debug Trace window appears with the following message:

  5. Opened device: Jesper Aaberg (###-###-####).”

  6. Click Call.

  7. In the Number box, Type 3331. This phone number is mapped to Humberto, the customer service representative (CSR).

  8. Click Dial. The Debug Trace window opens and displays the customer name, customer phone number, CRS number, the State, and the following message:

  9. Jesper Aaberg (###-###-####) Parties: 3331: State: Connected.

  10. On the Agent Desktop, the Lookup dialog appears with information about the customer who is calling.

  11. Click Select. This adds a session for the customer.