> This page is for Cloud Call Center. > For clean Markdown of any page, append .md to the page URL. > For a complete documentation index, see https://docs.hams.ai/llms.txt. > For AI client integration (Claude Code, Cursor, etc.), connect to the MCP server at https://docs.hams.ai/_mcp/server. # Softphone > Make and take calls in the browser with the Hams Phone, without a desk phone. The softphone is a phone in your browser. The product calls it **Hams Phone**. You make and take calls with your headset, without a desk phone. Before the phone can register, you need an active extension of the type **User** for your user. The extension must belong to an active SIP domain. An administrator sets this up in [Extensions](/cloud-call-center/settings/extensions). If you have more than one such extension, the phone uses the first one. The system sorts the extensions by SIP domain name and then by number. The phone is a normal SIP device for the rest of the call center. Queues, call history and live data treat it in the same way as a desk phone. ## Open the phone The **Phone** button is in the sidebar. Its tooltip is **Hams Phone**. A dot on the button shows the state of the phone. Click the button to open the phone panel. The panel opens by itself when a call rings or when you start a call from another page. Click outside the panel to close it. The panel stays open while a call is in progress. The [Agent console](/cloud-call-center/agent-console) page shows the same phone panel on the page. On that page, the sidebar does not show the phone card. ![The phone panel with the status of the phone, the Recent Calls and Quick Dial buttons, and the dialpad.](/_fern-img/39e93d4bf906a144e79352c6a80520f3d31394768ef1769b2ba262bc30623558.webp) ## The phone window The SIP connection runs in a separate window. The window is at `/softphone`. The window keeps the phone registered when you use other pages of the dashboard. If the window is not open, the panel shows **Window closed** and the button **Open Hams Phone window**. Click the button to open the window. Only one phone window can be open. A second window does not register. It shows **Another window is holding Hams Phone. Close this one and use that window.** > **Warning** > > Do not close the phone window while you are available for calls. When you close it, the phone stops, and a call in progress ends. The browser asks you to confirm before it closes a window with an active call. ![The Hams Phone window with your extension, the phone controls, and your recent calls.](/_fern-img/d766b00cd00499119a42c6ee633127176cc509c9c935e64be778cc78da4c22ca.webp) The top of the window shows a status dot and your extension number. If the phone has no extension, it shows **Hams Phone**. The top of the window also has these buttons. Each button shows only an icon. Point at a button to read its name. * **Audio Settings**. It opens a form with **Microphone**, **Speaker** and **Ringtone output**. Each list has the choice **System default**. Click **Save** to keep your choice. * **Turn on** or **Turn off**. * **Reconnect now**. When the window has no call, it shows your recent calls. Click a row to call the number again. When the log is empty, the window shows **No calls yet**. When a call rings, the window shows the caller with **Accept** and **Reject**. During a call, the window shows the caller, the status, the time of the call and a red hang-up button. Its tooltip is **Hang up**. Use the phone panel in the dashboard for the other call controls. The phone window can show a desktop notification when a call rings. The browser asks for the permission. When the window is not visible, the title of the window flashes with the caller. ## Accounts The phone registers the extension of the account that you open in the dashboard. If you switch to another account in a dashboard tab, the phone registers the extension of that account. If a call is in progress, the phone waits until the call ends. The phone keeps a separate call log for each account. ## Registration and presence The phone registers when your availability in Omni Channel is online. It turns off when your availability is not online. The top of the panel and of the window shows a status dot. Point at the dot to read the status. The text of the status also shows next to the dot for **Off**, **Unavailable**, **Microphone needed** and **No extension**. These statuses need an action from you. | Status | What it means | | ------------------------------- | --------------------------------------------------------------------------- | | **Phone ready** | The phone has a registration. You can make and take calls. | | **Connecting…** | The phone makes its first attempt to register. | | **Reconnecting…** | The phone has no registration and tries again by itself. | | **Reconnecting in \{seconds}s** | The phone tries again after the number of seconds shown. | | **Off** | The phone has no registration because you or the system turned it off. | | **Unavailable** | The phone cannot register. | | **Microphone needed** | The phone cannot open the microphone, so it does not register. | | **No extension** | The current account gives you no extension, so the phone does not register. | | **Window closed** | No phone window is open. | The phone tries to register again by itself when it cannot reach the call service. This is also true when the service is not available at the time the window opens. The wait between attempts doubles after each attempt, up to 30 seconds. When the phone window is open, use these buttons at the top of the panel: * The power button. Its tooltip is **Turn off** when the phone shows **Phone ready**. In all other states, the tooltip is **Turn on**. * **Reconnect now**. It tries to register immediately, without a wait. After you get an extension, click **Reconnect now** to register it. The **Live Monitoring** page shows an agent whose phone has no registration as **Offline** immediately. See [Dashboard and live data](/cloud-call-center/live-data). A queue does not send calls to an agent who is **Offline**. ### Microphone The phone needs a microphone. Without a microphone, the phone does not register, and the queue skips you. The panel and the window show **Microphone** with the reason: | Reason shown | What to do | | --------------------------------------------------------------------- | ---------------------------------------------------------------------- | | **Please enable access to microphone to make calls and record audio** | Click **Enable access** in the phone window. | | **Microphone blocked. Allow it for this site, then try again.** | Allow the microphone for the site in the browser. Click **Try again**. | | **No microphone found. Connect one to take calls.** | Connect a microphone. Click **Try again**. | | **The microphone is in use by another app. Close it and try again.** | Close the other app. Click **Try again**. | | **The microphone could not be opened.** | Click **Try again**. | Click **Open Hams Phone window** in the panel to go to the window where you give the permission. ## Make a call When the phone has no call, the panel shows the dialpad. Use one of these methods: * Type a number or an extension in the field **Number or extension**. Click **Call** or press Enter. * Click a number on the keypad. The keypad adds the digits to the field. * Click a name in the suggestions. The suggestions show up to 4 extensions that match the digits or the name. The call starts immediately. The phone does not start a call until the status is **Phone ready**. Click **Quick Dial** to find a colleague. **Quick Dial** lists the extensions in your SIP domain. Type in the **Search** field to filter the list by name or number. Click a row to call that extension. A dot next to each name shows if the person is available, busy or unavailable. Your own extension is not in the list. The panel shows **No extensions in your domain.** when the list is empty. It shows **No extension matches your search.** when the search finds nothing. ## Answer a call The panel shows the caller, the ring time, and the buttons **Accept** and **Reject**. Click **Accept** to answer the call. If a second call rings while you are on a call, the panel shows the second call in a list. The list has an answer button and a reject button for each call that rings. When you answer the second call, the phone puts the first call on hold. ## Controls in a call The panel shows the caller and the time of the call. The time shows as `00:36`, or as `01:02:00` for a call of 1 hour or more. Use these controls. | Control | What it does | | ------------ | --------------------------------------------------------------------------------- | | **Mic** | Turns your microphone off and on. | | **Keypad** | Opens a keypad. Each key sends a tone to the other side, for menus and PIN entry. | | **Hold** | Puts the call on hold. The button then shows **Resume**. | | **Resume** | Resumes the call. | | **Transfer** | Opens the transfer list. | | **End** | Ends the call. | While you dial, the status line shows **Dialing** and then **Ringing**. It shows **On hold** when you hold the call. It shows **On hold by \{name}** when the other side holds the call. The supervisor's own line in the phone panel shows **Listen**, **Whisper** and **Barge in**. That line hides **Keypad**, **Hold** and **Transfer**. See [Dashboard and live data](/cloud-call-center/live-data). ### Transfers The **Transfer** control does a blind transfer. The call goes to the target, and you leave the call. For an attended transfer, see the end of this section. #### Open the transfer list Click **Transfer** in the call controls. The panel shows the title **Transfer to**. #### Find the target Type in the field **Search agents and queues**. The list shows up to 8 matches. A dot shows the presence of each agent. #### Pick the target Click an agent or a queue. The call goes to the target immediately. A queue is in the list only if it has an extension number. If you type a number that is not in the list, the panel shows **Transfer to \{number}**. That transfer fails. See the warning below. The call line shows the result: * **Transferring to \{target}…** * **Transferred to \{target}** * **Transfer to \{target} failed** > **Warning** > > Transfer a call from the call center only to an extension or a queue. The target must be in your SIP domain. If the target matches neither, the transfer fails and the call ends. The call does not return to you. A call can have 5 transfers at most. The sixth transfer fails and the call ends. #### Attended transfer You can do an attended transfer on a call that reaches you through a queue, a ring group or a call flow. #### Start the consult Click **Keypad** in the call controls. Press `*2`. Dial the extension. #### Complete or cancel To complete the transfer, hang up. To cancel, press `*1`. If the other agent is busy or does not answer, you return to the caller. Only extensions are targets. Queues and outside numbers are not valid targets. The limit of 5 transfers for each call includes attended transfers. ## More than one call The phone can hold more than one call. Only one call is live at a time. Each other call is on hold. The panel lists the other calls above the call controls. Each row shows the status and the time of the call. Click a call in the list to make it the current call. If that call is on hold, the phone resumes it. The phone then puts the other calls on hold. Use the buttons in the list to answer, reject or end a call. The list has no fixed limit in the phone. The phone window also lists the other calls. Each row has **Answer** and **Reject** for a call that rings, or **Hang up** for a call in progress. When a call ends, the panel shows the reason for a short time. The reasons are **Ended**, **Busy**, **Declined**, **No answer**, **Missed**, **Answered by a colleague**, **Cancelled**, **Rejected**, **Unavailable**, **Failed** and **Transferred**. ## Error messages When an action fails, the panel and the window show a message. | Message | What it means | | ---------------------------------------------------------- | ----------------------------------------------------------------------------------- | | **Can't reach the call service.** | The phone cannot get its login for the call service. It tries again by itself. | | **Couldn't connect the phone line.** | The registration failed. | | **Couldn't turn the phone off.** | The phone could not remove its registration. | | **Turn the phone on to make calls.** | The phone has no registration. | | **That number can't be dialed.** | The number or the transfer target is not valid. | | **The call couldn't be placed.** | The call did not start. | | **The call couldn't be answered.** | The answer failed. | | **The call couldn't be ended.** | The hang-up failed. | | **Hold didn't work. Try again.** | The hold or the resume failed. | | **The key press wasn't sent.** | The keypad tone did not reach the other side. | | **The transfer didn't go through.** | The transfer failed or the target refused it. | | **That call has already ended.** | The call is no longer on the phone. | | **Connection lost. The phone reconnects after this call.** | The phone lost its connection during a call. It registers again when the call ends. | | **Something went wrong with the phone.** | Any other error. | ## Calls in Omni Channel and call history A call that you dial to an outside number shows in Omni Channel immediately. The conversation shows when the call starts, when someone answers and when the call ends. Every call that you dial gets a row and a timeline in call history. See [Phone calls](/omni-channel/voice) and [Call history and recordings](/cloud-call-center/call-history). ## Recent calls Click **Recent Calls** in the panel to see your last calls. Each row shows these items: * A contact icon. * The name or the number. A long name stops after 1 line, and its tooltip shows the full name. A number always shows in full. The name of a missed call shows in red. * An icon for the direction, inbound or outbound. * The reason the call ended and the talk time, for example **Transferred · 07:00**. For a call that ended normally, the row shows only the talk time. * The time of day for a call from today. For an older call, the row shows **Yesterday** or the date, and the time. Use the log in these ways: * Click a row to call the number again. The tooltip is **Call \{name}**. * Type in the **Search** field to filter the rows. * Point at a row and click **Remove from the log** to delete that row. * Click **Clear** to delete all rows. The list scrolls and has no pages. It loads 20 rows at a time as you scroll. The phone keeps the 100 newest calls. The browser stores the log for each account. A different browser or device has a different log. When the log is empty, the panel shows **No calls yet**. When the search finds nothing, it shows **No calls match your search.** The log is not the same as call history. For the full record of the account, use [Call history and recordings](/cloud-call-center/call-history). For your own calls on the server, use [Agent console](/cloud-call-center/agent-console). ## Related * [Agent console](/cloud-call-center/agent-console) * [Extensions](/cloud-call-center/settings/extensions) * [Call history and recordings](/cloud-call-center/call-history) * [Phone calls in Omni Channel](/omni-channel/voice) * [Dashboard and live data](/cloud-call-center/live-data)