--- title: "Inbound calls" slug: "agent-panel-inbound-calls" description: "How to use Agent Panel to receive an inbound phone call." tags: ["User Interface", "incoming call", "notifications", "How to", "WebRTC", "pop-up", "Agent Panel", "Softphone", "Inbound", "calls", "troubleshooting", "Agent"] updated: 2025-10-31T10:19:21Z published: 2025-10-31T10:19:21Z canonical: "docs.voiso.com/agent-panel-inbound-calls" --- > ## Documentation Index > Fetch the complete documentation index at: https://docs.voiso.com/llms.txt > Use this file to discover all available pages before exploring further. # Inbound calls **Who should read this article**: Agents How to use **Agent Panel** to receive an inbound phone call. ## Introduction The **Agent Panel** is a small browser-based WebRTC Softphone application that enables you to make and receive phone calls on your computer. It uses the device, usually a headset, that you have set up as your computer's microphone and speakers. Review the [Getting started](/v1/docs/agent-panel-getting-started) article for information about how to log into **Agent Panel** and enable your microphone and speakers. ![Agent Panel Default Home Screen](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Agent%20Panel%20Default%20Home%20Screen.png) The **Agent Panel** provides call controls on the **[Call screen](/v1/docs/agent-panel-inbound-calls#call-screen)**, such as a dial pad, call/end, hold, [transfer](/v1/docs/agent-panel-transfer-consult-and-conference), [consultation](/v1/docs/agent-panel-transfer-consult-and-conference), [conference](/v1/docs/agent-panel-transfer-consult-and-conference), mute/unmute, and call recording start/pause/stop, that enable you to handle [inbound](/v1/docs/agent-panel-inbound-calls) and outgoing phone calls. ## Receiving a call To be able to receive phone calls on your Voiso softphone, you must be [logged in](/v1/docs/agent-panel-getting-started) to Voiso, and your [status](/v1/docs/agent-panel-getting-started#status-menu) must be set to **Available**. ![Agent Panel Receiving an Inbound Call](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Agent%20Panel%20Receiving%20an%20Inbound%20Call.gif) When an inbound voice call is routed to you, your status changes to **Ringing**, and the Caller ID or number of the contact is displayed in the **Agent Panel**. To accept the call, click **Answer** (the green phone button on the right). To reject the call, click **End** (the red phone button on the left). ![Agent Panel Inbound Call Ringing](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Agent%20Panel%20Inbound%20Call%20Ringing.png) If you answer the call, the **[Call screen](/v1/docs/agent-panel-inbound-calls#call-screen)** is displayed. The **Call screen** includes all the functions you need to handle the call. You hear the caller in your headset and can speak to them through your microphone. ![Agent Panel Inbound Call](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Agent%20Panel%20Inbound%20Call.png) When you have finished the call, click **End** to hang up the call. If the contact hangs up their phone, the call automatically ends. ### After call work After your call ends, the **Agent Panel** displays the **Wrap-up code** screen. Your status is changed to **After call work**. Your organization defines the call wrap-up codes that appear in this view. Select the appropriate code according to your organization's business requirements. ![Agent Panel ACW](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Agent%20Panel%20ACW.png) ## Call screen The **Call screen** is displayed in the **Agent Panel** when you are handling a call. It includes call controls and status information. The **Call screen** includes the following features and controls: Information The controls that are displayed are set up by your administrator, so you might not see all the call controls described in the following table. ![Agent Panel Call Controls Inbound](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Agent%20Panel%20Call%20Controls%20Inbound.png) | | Feature | Description | | --- | --- | --- | | 1 | Contact information | The name or ID of the contact and their phone number, along with the elapsed time of the call. | | 2 | Call controls | Buttons enabling you to manage the call. | | | Hold | Place the call on hold so that you and the contact cannot hear one another. For some features such as Consultation, the call is placed on hold automatically. | | | [Blind transfer](/v1/docs/agent-panel-transfer-consult-and-conference) | Immediately transfer to a number you dial a call without knowing if the call will be answered. | | | Keypad | Enter numbers using the dial pad to send DTMF. This is commonly used to navigate phone system menus. | | | Mute | Mute your microphone so that the contact cannot hear you. | | | [Consultation](/v1/docs/agent-panel-transfer-consult-and-conference) | Speak to another employee about a contact’s case, without the contact hearing the conversation, and transfer the call when necessary. | | | [Conference](/v1/docs/agent-panel-transfer-consult-and-conference) | Invite another party to join an active call, enabling all parties to hear and speak to one another. | | | Record | Start, pause, and stop recording a call (this feature is not available in all contact centers). | | | Audio settings | Select which connected devices to use for microphone and speaker. | | | [SMS](/v1/docs/agent-panel-sending-sms) | Send an SMS to the contact during the call. | | | [Notes](/v1/docs/call-notes#using-call-notes) | Add notes about a call during a call or during after call work. Call notes are saved in the call history. | | 3 | End | Button to hang up the call | | 4 | Volume control | Call volume control for your headset. Click it to mute the caller. Hover your mouse pointer to display the volume control slider. | | 5 | CID | The Caller ID (CID) that is displayed to the contact on their phone | | 6 | Status | Your current availability status and how long you have been in that status. When you are on an outgoing call, your status is **Outbound**. | | 7 | [Status menu](/v1/docs/agent-panel-getting-started#status-menu) | You cannot change your status while you are handling a call | ## Troubleshooting ### Chrome browser notifications When you receive an interaction, a notice is displayed in the **Agent Panel** or **Agent Workspace**. However, if the **Agent Panel** or **Agent Workspace** is hidden behind another window, you might not notice that you have a ringing interaction. To ensure you are notified by your Google Chrome browser whenever you have a ringing call, enable notifications in Chrome and your operating system settings. #### Windows 11 Windows 11 lets you manage notifications in the **Notification Center**. Use the **Settings** app to change your notification settings: 1. Select **Start**, then select **Settings**. 2. Navigate to **System > Notifications**. ![Agent Panel Enable Notifications Windows 11](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Agent%20Panel%20Enable%20Notifications%20Windows%2011.png) 3. To see all options, expand the notifications area. 4. Turn notifications to **On**. 5. Enable all notifications. #### MacOS MacOS lets you manage notifications in the **System Settings**. 1. Open **Settings**. 2. Select **Notifications**. 3. Enable **Allow notifications when the screen is locked**. 4. In the **Applications Notifications** section, scroll down to **Google Chrome** and click the tile. ![Agent Panel Enable Notifications MacOS](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Agent%20Panel%20Enable%20Notifications%20MacOS.png) 5. Click **Alerts**. 6. Enable **Allow notifications**, then enable the following settings: 1. Show notifications on lock screen 2. Show in Notifications Center 3. Badge application icon 4. Play sound for notification ![Agent Panel Enable Notifications MacOS Google Chrome](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Agent%20Panel%20Enable%20Notifications%20MacOS%20Google%20Chrome.png) 7. Change the **Show previews** setting to **Always**. 8. Return to the **Applications Notifications**, scroll down to **Google Chrome Helper (Alerts)**, and click the tile. ![Agent Panel Enable Notifications MacOS](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Agent%20Panel%20Enable%20Notifications%20MacOS.png) 9. Click **Alerts**. 10. Enable **Allow notifications**, then enable the following settings: 1. Show notifications on lock screen 2. Show in Notifications Center 3. Badge application icon 4. Play sound for notification ![Agent Panel Enable Notifications MacOS Google Chrome Helper](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Agent%20Panel%20Enable%20Notifications%20MacOS%20Google%20Chrome%20Helper.png) 11. Change the **Show previews** setting to **Always**. 12. Close **System Settings**. #### Google Chrome Google Chrome enables you to specify which websites may send you notifications. To enable your Voiso contact center to send you notifications, follow these steps: 1. Open the **Customize and control Google Chrome** menu (three dots in the toolbar). ![Agent Panel Enable Notifications Google 1](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Agent%20Panel%20Enable%20Notifications%20Google%201.png) 2. Select **Privacy and security**. 3. Scroll down and select **Notifications**. 4. Enable **Sites can ask to send notifications**. ![Agent Panel Enable Notifications Google 2](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Agent%20Panel%20Enable%20Notifications%20Google%202.png) 5. Scroll down to **Allowed to send notifications** and click **Add**. ![Agent Panel Enable Notifications Google 3](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Agent%20Panel%20Enable%20Notifications%20Google%203.png) 6. In the **Add a site** panel, enter the URL of your contact center. For example, `https://cc-ams02.voiso.com:443` ![Agent Panel Enable Notifications Google 4](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Agent%20Panel%20Enable%20Notifications%20Google%204.png) 7. Click **Add**. 8. Close the **Settings** tab. Web Real-Time Communication. A technology that enables the use of a web browser to make a phone call. The Voiso Agent Panel is a WebRTC-based softphone. A software application that enables users to make telephone calls over the internet using a computer, tablet, or mobile device and a high-speed internet connection. When a call is placed on hold, the contact and agent are temporarily unable to communicate with one another. The call is still held by the network and the agent is able to reconnect with the contact. Music on hold (MOH) or other pre-recorded media is played to the waiting contact. CID. The identification phone number used for an outbound call. The number that is displayed to the call recipient. CIDs might become flagged by phone network providers if they are reported as SPAM or fraudulent. ## Related - [Part 4: The agent experience](/outbound-dialer-campaign-agent-experience.md) - [Outbound calls](/agent-panel-outbound-calls.md) - [Getting started](/agent-panel-getting-started.md) - [How to start receiving calls](/how-to-start-receiving-calls.md)