1. Log into Freshdesk
  2. From the dashboard, click on the Phone Icon to open it. 
  3. Add the username and password to log in. 
  4. Choose Auto Register (which will use the external client by default) or Auto Register and WebRTC to use WebRTC for the default engine. Calls can now be made or received.  
  5. To dial out enter a number and click on the call button or press enter on your keyboard to initiate the call. To answer a call, press the answer button.
  6. When a call is made or received the caller has the following controls. Dial Pad Button, Hold Button, Volume Controller, Conference Button. Transfer Button, Speaker Button. Mute Button and the Hang-up button.  
    1. Hold: Whilst on hold the user can end the call, continue to speak to the caller or transfer the caller.
    2. Conference: Press the call tab and dial an additional recipient. Once the recipient answers the conference button can be used to add all the lines to one call.
    3. Transfer: Click on the Transfer Button and dial the number to transfer to. An unattended (or blind) transfer or an Attended Transfer can be done.
  7. Once a call is complete the information will populate in the recent call list, which can be used as a quick dial option to call clients back.
  8. Softphone users can also change their phone status. (This will be seen by all internal callers when they call or transfer to your extension.)
  9.  Personal settings can be adjusted. When settings are changed, press “save” to ensure all preferences are captured.