Webphone & Call Logs - Agent User Manual

Audience: Newly onboarded agents (call-centre users).

Purpose: Get a new agent making and managing calls as fast as possible, and reading their call history afterward.

1. What the Webphone can do

The Telvoip webphone is the floating call bar that stays at the bottom of your screen wherever you are inside the app. From it you can:

• Go online (available to receive calls) or offline.
• Set your queue status to Available or On Break.
• Dial any phone number, a saved contact, or a teammate’s extension.
• Answer, reject, mute, hold, transfer, and end calls.
• Send DTMF tones (menu options, IVRs) during a call.
• Add notes and save contacts without leaving a call.
• Run after-call work (wrap-up) and pick disposition tags.
• See live call quality and AI call insights while you talk.
• Pop the phone out into a small always-on-top window.

Browser requirements: Google Chrome, Microsoft Edge, or any Chromium-based browser, on desktop, with microphone access allowed. The floating window (Section 14) requires a recent Chromium browser.

2. First-time setup

1. Sign in with the credentials your account admin gave you.
2. The first time you make or receive a call, the browser asks for microphone permission - click Allow. (If you accidentally blocked it, see Section 16.)
3. Confirm you can see the floating call bar at the bottom of the screen.

3. The Webphone Bar - anatomy

The call bar is a pill with, left to right:

1. 1. Direction icon - shows if the current call is incoming or outgoing.
2. 2. Contact / number - who you are talking to.
3. 3. Timer - call duration (only while a call is live).
4. 4. Call-quality chip - good / fair / poor (only while a call is live).
5. 5. Online / Offline button - toggles your phone registration.
6. 6. Queue-status dropdown - Available / On Break, with a status dot.
7. 7. Wrap-up pill - countdown after a call (only during wrap-up).
8. 8. Settings (gear) - audio devices, ringtone, noise suppression.
9. 9. Action buttons - dial, answer, mute, hold, transfer, note, hang up.

4. Going online and offline

The Online / Offline button is your master switch.

• Online (filled): your phone is registered and can receive calls.
• Offline (outline): your phone is deregistered; you will not receive calls.

Click the button to toggle. You cannot change it while a call is in progress.

5. Queue status - Available vs On Break

The dropdown next to the online button controls your call-centre availability. It has two options:

• Available - you are ready to take calls from the queue.
• On Break - calls are not routed to you (you are still “online”).

The small status dot to the left of the label shows your real, live state:

• Green - ready to receive calls.
• Amber - you appear busy (e.g. stuck “on a call” or “ringing”); choosing Available again clears a stuck state.
• Grey - not currently receiving calls.

The label also reflects the reason you can’t take calls - for example “On a call”, “Ringing”, “On break”, “Logged out”, or “Phone offline”.

6. Making a call

Click the dial-pad button (grid icon) to open the dial pad.

6.1 Dial by number

1. Type a number using the on-screen keypad, or type directly into the search box.
2. Press the green Call button (or press Enter).

6.2 Dial a saved contact or teammate

As you type a name or number, matching contacts and teammates appear in the list. Click one to select it, then press Call.

• Internal extension calls: 4-digit numbers are treated as internal extensions (free — they don’t use call minutes).

6.3 Save an unknown number as a contact

If no match is found, a “Save as new contact” button appears in the list. Use it to create a contact on the spot.

[SCREENSHOT: The dial pad open, showing the keypad, the search box, and a list of matching contacts with one selected.]

6.4 DTMF tones during a call

While on a call, the dial pad becomes a DTMF keypad. Press digits to send tones (used for IVR menus: “press 1 for sales”). The digits you send are shown at the top of the pad.

7. Answering and ending calls

7.1 Answer / reject

When a call comes in, the call bar switches to incoming mode with:

• Answer (green phone icon)
• Reject (red hang-up icon)

7.2 Desktop notifications

If you allow it, an incoming call also shows a browser notification while you are in another tab or window. Clicking it returns you to the app.

7.3 End call

Press the red hang-up button at any time.

8. In-call controls

While a call is live, the bar shows these controls:

Mute vs Hold: Mute silences your microphone only (you can still hear the caller). Hold suspends the audio in both directions - the caller hears hold music and cannot hear you.

9. Transferring a call

1. During a call, click the Transfer button.
2. In the transfer window, search for a teammate or type a number.
3. Select the target, then click Transfer

10. Adding a note

1. During a call, click the Note button.
2. Type your note.
3. Click Save.

The note is stored against the call/contact for later review.

11. Wrap-up (after-call work)

When a call ends, a wrap-up timer appears in the call bar and a wrap-up card may open, giving you a protected moment to finish paperwork before the next call arrives.

11.1 The wrap-up timer

• Shows a countdown ring and time remaining.
• Extend - adds more time (limited number of extensions).
• Ready now - ends wrap-up immediately so you can take the next call.

11.2 The wrap-up card

Here you can:

• Select disposition tags (e.g. “Resolved”, “Follow up”).
• Type a note.
• Save (tags + note) or Skip.

While in wrap-up, incoming queue calls are held back so you can finish. The timer length is configured by your admin (default 45 seconds).

12. Minutes wallet & top-up

Outbound calls to external numbers consume account minutes. The webphone tracks them during a call:

• Warnings appear at 30, 20, and 10 seconds remaining.
• At 0 seconds, the call is ended automatically.

If you have no minutes left, a top-up window opens where you can buy more minutes (minimum 250). Enter the amount and click Create invoice.

Internal (extension-to-extension) calls do not consume minutes.

13. Audio settings

Click the gear icon in the call bar to open audio settings.

• Microphone level meter - a live meter shows your mic input.
• Microphone - choose your input device from the dropdown.
• Speaker - choose your output device.
• Ringtone - choose your incoming ringtone and preview it.
• Noise suppression - toggle background-noise reduction on/off.
• Test speaker - plays a short tone through the selected speaker.

Speaker selection can only be changed while you are not on a call.

14. Call quality

During a call, a small chip shows overall quality: Good, Fair, or Poor. Click it to open a panel with:

• Jitter (ms)
• Packet loss (%)
• Round-trip time / RTT (ms)
• Suggested fixes for any detected issues.

15. Call insights (AI panel)

During or after a call, an insight drawer can open showing everything the system knows about the caller:

• AI summary of the interaction (where available).
• Sentiment and tags.
• Previous interactions across channels (WhatsApp, email, calls, etc.).
• Open tickets and channel history.
• Loan profile (for accounts with that integration).
• Previous notes.
• Create ticket and schedule a follow-up.

16. Floating (picture-in-picture) window

You can pop the webphone out into a small window that stays on top of every app. Use the pop-out button in the call bar.

From the floating window you can still answer, mute, hold, and end calls.

17. Keyboard shortcuts

18. Call Logs

Open Call Logs from the navigation menu to see your call history.

18.1 Tabs

• All - every call.
• Needs attention - missed calls that may need a callback (shows a red count badge).

18.2 Search and filters

• Search by name or number.
• Date - today, yesterday, last 7 days, last 30 days, all time.
• Direction - inbound / outbound.
• Outcome - answered / missed.
• Result - completed, no answer, busy, declined, etc.
• Agent - filter by agent (admins only).
• Tags - filter by disposition tag.

Click a chip to open its menu. Use Clear to reset all filters.

18.3 Saved views

Save a set of filters you use often:

1. Apply your filters.
2. Click Views → Save current view.
3. Give it a name and save.

18.4 Export

Click Export CSV to download the current (filtered) list as a spreadsheet.

18.5 Row actions

Each row has quick actions:

• Play recording (if a recording exists)
• Call back (dials the number)
• AI analysis (opens the AI analysis of the call)
• More (…) → download recording, copy number

18.6 Expanded detail

Click a row to expand it and see:

• From / To numbers
• Ring time and total duration
• Call result (why the call ended)
• Agent (who handled it)
• Inline note (add/edit a note right in the row)

18.7 Call recording & AI analysis

• Click the play icon to listen to a recording.
• Click the AI analysis icon to see the AI’s summary, sentiment, and transcript of the call.

18.8 Needs attention

In the Needs attention tab, each missed call has:

• Call back (dials the caller)
• Mark done (marks the item as handled)

19. Troubleshooting

20. Quick reference (cheat sheet)

• Go online: click the Online/Offline button.
• Take calls: set status to Available (green dot).
• Dial: dial-pad icon → type/search → Call.
• Answer: green phone. Reject: red phone.
• Mute: mic icon. Hold: pause icon. End: red hang-up.
• Transfer: forward icon → pick teammate → Transfer.
• After a call: pick disposition tags + note in the wrap-up card.
• Review calls: Call Logs → filter/search → expand a row.