When WebRTC is enabled is enabled for your organization, a new option will appear in the softphone, Audio Connection. "Call Me" dials your phone number to establish the agent session. “Computer Audio” uses audio from a microphone connected to your computer to establish the agent session.
Settings
When Computer Audio is selected, 3 new settings will appear and you'll notice Your Phone Number is gone:
Select a Server - The first setting is for region selection, for most people this can be left on “automatically detect” where we will determine the best location to connect your audio based on your IP address. If you are using a VPN, in which case it's based on the location of the VPN server. If you are having poor audio quality you can try setting your audio to the closest location.
Microphone - Allows you to choose which device you would like to use. You can test your microphone settings by clicking “Test”. Begin speaking once you see the level meter appear. If your device is working, you will see green bars register the input and play your sound back to you. Click “Test” again to end it.
Speaker - Allows you to choose which device you would like to use. You can test your speaker settings by clicking “Test”. A level meter will appear and green bars will register showing playback of a sample ringing. Click “Test” again to end it. If you do not hear the sound, yet see the level meter registering then you will need to check the selected device is working correctly.
Once everything is set up, click Save at the bottom.
Click Connect to initiate your computer audio connection.
Note: If you are connected and click "Save", your computer audio connection will hang up. However, the microphone and speaker settings can be changed while connected. They change immediately, so the "Save" button is not required.
Permission
This is what it looks like when microphone permission is requested:
If microphone permission was previously denied, a red message will be displayed and permission will need to be granted via Chrome. Click the “Lock” icon shown above and use the toggle to enable it.
Making calls
Once you are setup, have given permission and are Connected you can begin making calls. This process looks like normal except that the audio is now going to be going through your browser instead of through your phone. Whichever tab you are on when you click the connect button is the tab that the audio will be going through.
For best practice choose a tab that will be your audio tab and then navigate around salesforce on a separate tab. Chrome tabs that are actively listening to the agent’s microphone have a “red circle”.
If the dialer is popped out you will see a camera icon in the upper right corner of the dialer window showing your mic is in use, but the tab where the dialer was popped out from will not have the red icon.
Warning About Disconnection
If you close that tab you will first get a warning that says “Leave Site? The changes you made may not be saved”. This is a warning to let you know that your connection will be disrupted. If you click "Leave", the tab will reload or close and your audio connection will be terminated.
If the dialer is popped out and connected, Chrome will not pop up a warning and the tab will simply close along with the popped out dialer. Be cautious of this since the tab the dialer was undocked from is not noted with the red icon. This is a limitation of the SFDC CTI Adapter and unfortunately cannot be changed.
For best practice choose a tab that will be your audio tab and then navigate around salesforce on a separate tab. Chrome tabs that are actively listening to the agent’s microphone have a “red circle”.
Note: The WebRTC connection will drop anytime the Conquer dialer frame reloads on the tab used for the connection, so make sure you are not on an active call before taking any of the above actions.
Keypad Tones
When you have Computer Audio enabled, the DTMF keypad is shown in order to generate keypad tones for navigating phone trees or any part of the product that require user input like pressing # to save a recording. It shows up next to the Inbound Ready button.
When your A-leg is Disconnected, a tooltip will appear noting that you can not use DTMF when disconnected. Once Connected a number pad will show up as seen below.
Note: You cannot manually dial out to leads using this keypad. To manually dial leads, you must use the Dial Pad as outlined in our guide.
Keypad Tones can be used from any active SFDC tab where Conquer Voice is loaded.
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