Get Started with Web Phone

Updated at September 11th, 2026

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Table of Contents

Logging in: Login Flow: Scenario 1: Logging out:

Applies to: Web Portal • Roles: All Users with an assigned Web Phone License

Web Phone is an in-browser softphone on the portal that allows you to make, receive, and manage voice calls directly in Google Chrome without installing desktop software or using a physical desk phone.

Prerequisites

Before using Web Phone, ensure the following requirements are met:

Phone System Extension: You must have an active Phone System user extension.
Web Phone License: An Admin must assign a Web Phone License (device_web_rtc) to your extension.
Compatible Web Browser: Google Chrome (newest version).
Audio Hardware: Microphone + Headphone or HeadSet (e.g., USB or 3.5 mm jack headset).

Note: Each extension can have a maximum of 1 Web Phone License assigned (within the organization limit of 5 active devices per extension). If you do not have a Web Phone License assigned, the Call icon will not appear on your portal navigation header.

Step 1: Open Web Phone on the Portal

Log in to your account on the portal.
In the top navigation header, click the Call icon.
The Web Phone dialer panel will slide open on your screen.

Note: If the Call icon is not visible in your top navigation header, contact your organization Admin to confirm that a Web Phone License is assigned to your extension.

Step 2: Grant Browser Microphone Access

The first time you open Web Phone, Google Chrome will request permission to access your microphone:

When the browser permission dialog appears in the top-left corner:
"Use your microphone" (or "[portal URL] wants to use your microphone")
Click Allow.

Important: If microphone access is blocked or dismissed, calls cannot establish two-way audio. To re-enable permission, click the Lock / Site Settings icon on the left side of Chrome's address bar, set Microphone to Allow, and refresh the page.

Step 3: Web Phone Interface & Tabs

The Web Phone dialer provides up to three primary tabs depending on your organization settings:

1. Dialpad (Outbound Calling)

Entering Numbers: Dial an external phone number, internal extension, or non-E.164 feature code (such as shortcodes containing +, *, or #).
Automatic Formatting: Web Phone automatically cleans and normalizes numbers (removing hyphens, spaces, and formatting characters) before dispatching the call.
Caller ID Selection: Choose your outbound identity from the dropdown menu:
- Myself: Use your assigned personal direct dial (DID) or organization outbound number.
- Delegate: Place calls on behalf of another user (if delegation permissions have been granted by an Admin).
- Inbox: Call back directly using your team or shared inbox caller ID.
- Forward: Use when forwarding a call to another destination.
Recording Status: If call recording is enabled for your extension, the dialpad displays an active recording status indicator.

Note: Internal extension-to-extension calls (e.g., dialing another colleague's extension) do not require a pre-configured outbound Caller ID. External calls to mobile or landline numbers require an assigned Caller ID configured by your Admin.

2. Extensions Directory

Browse & Search: Search internal extensions across your organization by name or extension number.
Connected Organization Filter: If your organization is linked with partner organizations and Shared Directory is enabled, an organization dropdown filter appears at the top of the list. If no connected organization has shared its directory, this filter is automatically hidden and only your organization's directory is displayed.
One-Click Calling: Click any extension to place an immediate internal call.

3. Contacts

Search and call personal contacts saved in your Phone System address book.
Click the Manage button (gear icon) to open your personal contact management screen.

Step 4: Active In-Call Command Buttons

While on an active call, Web Phone provides the following in-call command controls:

Control	Action
Call Status & Timer	Displays the real-time call state (Connecting, Connected) and elapsed call duration.
Contact / Number	Displays the contact name (if saved in Contacts or Directory) or the dialed phone number / extension.
Hold	Places the call on hold (the caller hears organization on-hold music) or retrieves the call from hold.
Mute	Mutes or unmutes your microphone.
Dialpad (Keypad)	Opens the in-call dialpad to send DTMF tones (e.g., navigating IVR auto-attendants or automated phone trees).
Call Transfer	Transfers the active call to another destination. You can transfer to an Extension Key or an external Phone Number.
End	Disconnects the call.

Troubleshooting Common Issues

The Call icon is not visible on the portal header:
You do not have a Web Phone License assigned. Ask your organization Admin to assign a Web Phone License (device_web_rtc) to your extension under Phone System → Extensions.
Connected organizations do not appear in the Extensions Directory:
The connected organization has not enabled Shared Directory permissions (ViewOrganizationGroupMember). The organization filter remains hidden until permissions are granted.
Microphone not working / One-way audio:
Verify that Google Chrome has permission to use your microphone. In Chrome, navigate to chrome://settings/content/microphone and verify that your portal site URL is set to Allow.
External calls fail to connect:
Internal extension calls connect automatically without an outbound number, but external calls require an assigned Outbound Caller ID. Ask your organization Admin to assign an outbound phone number to your extension.

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