Softphone

Overview

The VINSI softphone runs in your web browser using your computer's microphone and speakers (a headset is recommended). Each member's softphone uses their assigned phone number for inbound and outbound calls, and their extension for calling coworkers. It can ring alongside a desk phone on the same number.

• Administrators assign numbers, extensions, and devices in Phone Settings.
• Members use the softphone from the CRM or the Phone menu.

Admin Setup

Go to CRM → Admin → Phone Settings → Member Phones (also reachable from Phone → Admin). Only organization administrators can make changes; other members see the grid read-only.

Add a Phone

1. Click + Add Phone at the bottom of the Member Phones tab (or + Add in a member's row).
2. Choose the Member.
3. Under Member Phone Settings, pick a Phone Number and enter an Extension (2–6 digits, e.g. 101). Need a number? Get one in Phone Numbers first.
4. Optionally choose a desk phone Model (or leave I don't know / auto-detect).
5. Review This will provision — the softphone and desk phone are created together (devices the member already has are skipped) — and click Add.

Member Phone Settings

Opening the Softphone

• Floating button — the round phone button at the bottom-right of CRM pages (Contacts, Companies, Deals, Engagements). It pulses green and opens automatically when a call comes in.
• Phone → Softphone — a full page with the softphone always open. Keep this tab open to receive calls while you work elsewhere.

Minimize shrinks it to the header; Close hides it but you stay connected and can still receive calls.

Connection Status

Making Calls

1. Type a number in Enter Number or Name, or use the keypad. Type two or more letters to search your CRM contacts and pick a suggestion (Enter selects the top one).
2. Click Call (or press Enter).

Click-to-call: clicking a phone number anywhere in the CRM opens the softphone with the number filled in — press Call to dial. The Call back button in missed-call emails works the same way.

The first time you place or answer a call, your browser asks for microphone permission — click Allow.

Calling Coworkers

Dial a coworker's extension (2–6 digits) and press Call. Their phone shows your name and extension. Dialing a coworker's full phone number also connects internally.

Answering Calls

An incoming call shows Incoming Call with the caller. If the number matches a CRM contact, their name and company appear and the contact record opens so you have context before you answer; unknown callers open Add Contact with the number filled in.

Click Accept to answer or Decline to reject.

During a Call

Transfer & Conference

1. Click Transfer call or Conference call.
2. Pick a person on the Teammate tab, or enter an extension or number (e.g. 101 or +12345678900) on the Number / Extension tab.
3. For a transfer choose:
   • Blind Transfer — sends the caller immediately.
   • Attended Transfer — you talk to the recipient first while the caller holds, then click Complete Transfer(or Cancel + Return to go back to the caller).
4. For a conference click Call to Add; once they answer, click Merge to Conference.

Teammates marked no inbound have inbound calls turned off and may not ring.

Missed Calls & Voicemail

• Missed calls (phone icon with ✕ in the header, red badge = new) — your 30 most recent missed calls with a Call back button.
• Voicemails (envelope icon) — search, sort, play, and delete your voicemails; unread messages have a blue dot and transcripts show under each message.

Both refresh every minute while the softphone is open. More in Voicemail.

Audio Settings

Click the gear (Audio settings) to choose your Microphone and Speaker. Changes save automatically and switch devices even mid-call. If device names are missing, allow microphone access (place a test call) and reopen. Choosing a speaker requires a browser that supports it (Chrome or Edge).

Call Queue Status

If you're an agent in a call queue, a status bar appears under the softphone header with a dropdown for Available, Unavailable (with a reason), and Logged out, plus wrap-up and disposition after queue calls. See Call Queues → Agent Status.

Troubleshooting