Troubleshooting Softphone & Lead Center

Lead Center is the home of CallRail's browser-based Softphone. CallRail's Softphone allows you to answer and place calls directly from a Google Chrome browser window, so you don't have to pick up a phone to take a call.

Use this article to troubleshoot some of the most common questions we receive about Softphone and Lead Center.

Getting Started

To learn how to activate your Softphone, read this help article:

Activating Softphone

To get to know CallRail's Lead Center feature, read this help article:

Lead Center Basics

FAQs

I'm not receiving desktop notification for incoming calls.

There are a few different settings you can check if you're not receiving desktop notifications:

  • Verify that you're set up as an agent within CallRail.
  • Verify that you've been assigned to a step in the call flow.
  • Ensure you're in the correct company in your account.
  • Verify that you're using Google Chrome as your browser. CallRail's Softphone only works with the Google Chrome browser.
  • Verify that you've activated Softphone.
  • Verify that desktop notifications have been enabled.

My desktop notifications appear, but I don't have the option to answer/decline the call.

Check to ensure that you weren't still on another call when the next call came in. The Softphone can only facilitate one phone call at a time.

I'm unable to answer an incoming call while on a call.

Agents using the Softphone can only facilitate one phone call at a time.

I can't place an outbound call using the Softphone.

If you can't place a call, check to ensure that you've correctly activated Softphone

My Softphone isn't ringing (even if other agents’ phones are ringing).

  • Verify that you're set up as an agent within CallRail.
  • Verify that you've been assigned to a step in the call flow.
  • Ensure you're in the correct company in your account.
  • Verify that you're using Google Chrome as your browser. CallRail's Softphone only works with the Google Chrome browser.
  • Verify that you've activated Softphone.
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