Use the softphone
Answer and make calls in your browser with the built-in softphone, no app install required.
What the softphone is
The softphone is a built-in browser phone that lets you answer and make calls directly from the Signals dashboard. It works in both desktop browsers and the PWA mobile app, no separate app or plugin needed.
Opening the softphone
The softphone appears as a floating action button (FAB) in the bottom-right corner of the dashboard.
Click the FAB to expand the softphone panel with the dial pad and call controls.
Setting your status
Before you can receive calls, set your status to Available:
| Status | Receives calls? | When to use |
|---|---|---|
| Available | Yes | You're ready to take calls |
| After Call Work | No | You're wrapping up after a call (notes, follow-up) |
| Offline | No | You're done for the day or stepping away |
Your status is visible to your team in the ring group member list.
Receiving a call
When an incoming call arrives:
- You hear a ringtone (configurable in Preferences → Notifications)
- A push notification appears if you have the PWA installed
- The softphone shows the caller's name and number (if known)
- Click Accept to answer or Reject to decline
On mobile (PWA), incoming calls show a full-screen call screen with large accept/reject buttons.
Before the call connects, you'll hear a whisper announcement: "Call for [Business Name]." This tells you which business line the call is for.
During a call
While on an active call, you have these controls:
- Mute: toggle your microphone on/off
- Hold: place the caller on hold (they hear hold music)
- Keypad (DTMF): press numbers during the call (for IVR menus, extensions, etc.)
- Transfer: hand the call to another agent or external number
Making an outbound call
- Click the softphone FAB to expand it
- Use the keypad to dial a number, or select from recent calls
- Click the call button to dial
Outbound calls show your Signals business number as the caller ID.
Transferring a call
To transfer an active call:
- Click the Transfer button during the call
- Choose a destination:
- Another agent: select from the list of available team members
- External number: enter a phone number manually
- The call transfers and you're disconnected from it
The active call mini-bar
On mobile, when you navigate away from the softphone during an active call, a mini-bar persists at the top of the screen. It shows the call timer and quick controls (mute, hang up) so you can manage the call while checking other pages.
Troubleshooting
No ringtone when a call comes in:
- Check that notification permissions are Allowed in your browser settings
- On mobile, make sure push notifications are enabled (Preferences → Notifications)
- Some browsers block audio autoplay; interact with the page (click anywhere) to unblock audio
- Verify your status is set to Available in the softphone
Microphone not working:
- Check that browser microphone permissions are granted for the Signals dashboard URL
- On Chrome: click the lock icon in the address bar → Site settings → Microphone → Allow
- Try a different browser if the issue persists
- Restart the browser if permissions were just changed
Echo or feedback:
- Use headphones to prevent speaker audio from feeding back into the microphone
- Check that only one browser tab has the dashboard open
Tips
- Set your status to Available when you're ready for calls. If you forget, you won't receive any.
- Use headphones for call quality, especially in open offices.
- The softphone works in the PWA. Install the app on your phone and you have a mobile business phone with push notifications.
- After a call, set your status to After Call Work while you write notes. This prevents new calls from interrupting you.