Extensions & Webphone
The extension is the person, not the device. One number reaches them, three SIP lines hang off it, the browser is one of those, and a call already in progress can walk from the tab to the desk phone without either side noticing.
Extension acme1042 · Dana Whitlow, 04:12
2 of 5Product figures from the platform’s own defaults - not customer averages
How it works.
One extension, three lines
A person gets one extension and it is theirs alone. Three SIP lines derive from it, for the browser, the mobile app and a desk phone, each with its own credentials. Any flow that can send a call to a person can reach all of them.
The browser is the phone
The softphone registers over WebRTC from the tab the rep is already working in. Nothing is installed and nothing is polled: registration state and call state arrive on the same push channel the rest of the workspace runs on.
Move the call, keep the call
A device switch does not hand over and hope. The platform rings the target, waits for it to answer, swaps the audio and only then releases the old leg. If the target never picks up, the conversation carries on where it already was.
The phone and the call are separate
The sidebar widget is the phone: registration, network, extension, microphone and speaker. Every control that acts on a live call lives in the bar at the top of the screen, which exists only for as long as the call does.
Two moments in every call.
Every call passes through the same seven. Extensions & Webphone is the lit ones, and everything either side of it is a different page in this category.
- 01Number
the line it arrives on or leaves from
- 02Route
where the call is sent and to whom
- 03Dial
placing it, and how many at once
- 04Connect
the moment a person picks up
- 05Talk
while the conversation is happening
- 06Wrap
the code, the notes, the next step
- 07Record
what is kept, and where it is kept
The specifics.
8 facts- Extension
- One per person, unique across the workspace, up to thirty characters
- Derived lines
- Browser, mobile app and desk phone, each with its own SIP credentials
- Browser phone
- WebRTC over a secure websocket, with no installer and no plugin
- Device move
- Target rings first, audio swaps on answer, the old leg drops last
- Move failure
- If the target does not answer, the call continues on the current device
- Ring me here
- Any line can be excluded from queue calls; direct dials still reach it
- One session
- A second tab or device claims the phone rather than registering alongside
- Widget scope
- Status only; answer, mute, hold, keypad and hangup live in the call bar
Where the call goes next.
A call is a chain of decisions, and this is one link in it. These are the ones either side.
More in Contact Center
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Search live carrier inventory, filter by country or by digits the number ends with, and claim it to a flow or a person the moment it is yours.
Toll-free sits beside local as a first-class number type, routed by the same flows and billed from the same wallet as everything else you own.
Numbers in the countries you operate in, drawn from four carrier providers, so opening a new market is a purchase rather than a procurement project.
Reusable weekly schedules and holiday calendars in your own timezone, so out-of-hours routing is a setting rather than a flow you rebuild each December.
Every call in progress on one screen, pushed as it changes rather than polled, with the agent, the number presented and the queue each one came through.
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Upload a recording, record one in the browser, or generate it from text in a chosen brand voice - then use it in any flow, queue or mailbox.
The rest of the platform.
Five more categories, all on the same record and the same bill. Each card names three of its capabilities, so you can tell from here whether it is worth opening.
Contact Center
See extensions & webphone on your own floor.
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