# Softphone Make and receive business calls from your browser — dial contacts, transfer, conference, and check voicemail without a desk phone. Created: September 16, 2026 Updated: September 16, 2026 ## 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](https://docs.vinsi.ai/telephony/deskPhones) 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**. A member who already has a phone number gets their softphone set up automatically the first time they open it. If a desk phone was created, save the credentials shown — see [Desk Phones](https://docs.vinsi.ai/telephony/deskPhones). ### Member Phone Settings | Column | What it controls | | ----------------- | ----------------------------------------------------------------------------------------------------------------------------------------------------------- | | **Phone Numbers** | The member's number. The org's default number (tagged _default_) can be shared; others belong to one member. Click **Test** to check it routes to a device. | | **Ext** | Extension coworkers dial. Set in Add Phone or Edit Phone. | | **Inbound** | Whether calls to the number ring this member. | | **Hunt** | Include the member in the organization-wide hunt (and set ring priority for the Linear strategy). | | **VM** | Voicemail on/off and the **Set up** / **Edit VM** greeting button — see [Voicemail](https://docs.vinsi.ai/telephony/voicemail). | | **Rings** | **Both**, **Softphone only**, or **Desk phone only**. | | **Phone** | The member's desk phone(s): **Edit Phone**, deprovision, or **\+ Add another phone**. | ## 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 | Header shows | Meaning | | ---------------------------------- | ------------------------------------------- | | Your phone number (or _Softphone_) | Connected and ready. | | _Connecting…_ | Starting up. | | _Reconnecting…_ | Connection dropped; retrying automatically. | | _Offline_ / _Connection error_ | Can't connect — see Troubleshooting. | ## 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 | Control | What it does | | --------------------- | ---------------------------------------------- | | **Keypad** | Sends tones (for menus like "press 1"). | | **Mute** / **Unmute** | Turns your microphone off/on. | | **Speaker volume** | Adjusts call volume; remembered for next time. | | **Hold** / **Resume** | Puts the caller on hold. | | **Transfer call** | Sends the call to a teammate or number. | | **Conference call** | Adds another person to the call. | | **End Call** | Hangs up. | Calls are recorded and appear with their recordings in **CRM → Admin → Call Logs & Recordings**. ### 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](https://docs.vinsi.ai/telephony/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](https://docs.vinsi.ai/telephony/queues#queues-agent-status). ## Troubleshooting | Problem | What to do | | ------------------------------------- | ------------------------------------------------------------------------------------------------------------------------------- | | "Microphone access denied" | Allow the microphone for the dashboard site in your browser's site settings, then reload. | | "No microphone found" | Connect a headset or microphone and reload. | | Stuck on _Offline_ or _Reconnecting…_ | Check your internet connection and any VPN/firewall, then reload the page. | | Calls don't ring my softphone | Ask your admin to check you have a number, **Inbound** is on, and **Rings** isn't _Desk phone only_. Keep a softphone tab open. | | Call button is greyed out | Wait for the softphone to connect, and make sure the box contains a number, not a name. | | Can't hear the caller | Check the speaker volume slider and the speaker chosen in Audio settings. |