Chrome extension for Agent Panel

Who should read this article: All users

Enhance your contact center experience with click-to-call and click-to-SMS from any webpage.

Introduction

The Voiso Chrome extension enables automatic phone number identification on any webpage, including helpdesks, CRMs, and sales software. It seamlessly integrates your Voiso contact center for outbound calling and SMS.

When the Voiso Chrome extension is active, you can click any highlighted phone number on a webpage to dial a call or start an SMS from Agent Panel.

Click-to-call provides all standard Voiso Agent Panel features, including recording, transfer, conference, consultation, mute, hold, SMS, and call notes.

For webpages displaying local numbers, including CRMs such as Zenoti, you can prepend a selected default country code to allow click-to-call and click-to-SMS from numbers without country codes.

Use the Voiso Chrome extension to simplify workflows. You no longer have to leave the current webpage to make a call or send an SMS. You can now call or send an SMS directly from the webpage, increasing your productivity and efficiency.

The Voiso Chrome extension includes support for:

• local and international phone number detection and validation
• automatic number highlighting
• call history
• availability status

Prerequisites

Before a contact center user can use the Voiso Chrome extension, ensure the following:

• The user has valid Voiso contact center sign-in credentials.
• The user's account has an extension assigned.
• The Allow Click-to-call permission is granted for the user's account or Security Access Group.

Installing the Voiso Contact Center Chrome extension

To install and use the Voiso Contact Center Chrome extension, follow these steps:

1. Navigate to the Chrome Web Store and search for the Voiso Chrome extension or follow this link to go directly to the Voiso Chrome Extension page.
2. On the Voiso Contact Center page, click Add to Chrome.
3. When the Add "Voiso Contact Center"? message panel displays, click Add extension.
4. In the browser menu bar, click the Voiso Contact Center extension icon.
5. Click Log in to Voiso.
6. In the Voiso Login page, enter your contact center username and password and click Login.
7. In the browser menu bar, click the Extensions icon.
8. In the Extensions panel, pin Voiso Contact Center.
9. In the browser menu bar, click the Voiso Contact Center extension icon to ensure that Highlight phone numbers is enabled, then click *Launch Agent Panel.
10. When Agent Panel displays, optionally set your status to Available.

Watch this short tutorial video to see how to install the Chrome Extension.

Using click-to-call

With numbers including country codes

Ensure that you have installed and activated the Voiso Chrome extension, then navigate to a browser window and open a page containing phone numbers.

To make a call, follow these steps:

1. Find a phone number on the web page and hover your mouse pointer over it.
   
2. From the tooltip, click the phone icon to call the number.
3. The call is dialed automatically in Agent Panel.

Watch this short tutorial video to see how to use the Chrome Extension to make a call.

With numbers excluding country codes

Some web pages and CRMs store phone numbers as local numbers without a country code. To call these numbers, enable Use default country code in the Voiso Chrome extension and select the country code you want to apply.

When Use default country code is enabled, the extension prepends the selected country code to the number you click before sending it to Agent Panel.

To make a call from a local number, follow these steps:

1. In the browser menu bar, click the pinned Voiso Contact Center extension icon.
2. Ensure that Highlight phone numbers is enabled.
3. Enable Use default country code, then select your default country code.
4. Open the web page containing phone numbers. If the page was already open, refresh it.
5. Hover your mouse pointer over a highlighted phone number.
6. From the tooltip, click the phone icon to call the number.
   
7. The call is dialed in Agent Panel with the selected country code prepended.

Watch this short tutorial video to see how to use the Chrome Extension to make a call and prepend a country code.

Using click-to-SMS

With numbers including country codes

Ensure that you have installed and activated the Voiso Chrome extension, then navigate to a browser window and open a page containing phone numbers.

To send an SMS, follow these steps:

1. Find a phone number on a web page and hover your mouse pointer over it.
2. From the tooltip, click the Message icon to open Agent Panel on the New SMS page. The phone number is automatically added in the To field.
   
3. Select a Sender ID in the From field.
4. Optionally select an SMS template in the Template field.
5. Modify or enter your message in the Text SMS field.
6. Click Send.

Watch this short tutorial video to see how to use the Chrome Extension to send an SMS.

With numbers excluding country codes

Some web pages and CRMs store phone numbers as local numbers without a country code. To send an SMS to these numbers, enable Use default country code in the Voiso Chrome extension and select the country code you want to apply.

When Use default country code is enabled, the extension prepends the selected country code to the number you click before opening the New SMS page in Agent Panel.

To send an SMS from a local number, follow these steps:

1. In the browser menu bar, click the pinned Voiso Contact Center extension icon.
2. Ensure that Highlight phone numbers is enabled.
3. Enable Use default country code, then select your default country code.
4. Open the web page containing phone numbers. If the page was already open, refresh it.
5. Hover your mouse pointer over a highlighted phone number.
   6. From the tooltip, click the Message icon.
6. Agent Panel opens on the New SMS page and the selected country code is prepended to the number in the To field.

Watch this short tutorial video to see how to use the Chrome Extension to send an SMS and prepend a country code.

Troubleshooting

The Chrome extension works only in normal browsing mode. Incognito mode is not supported.

If phone numbers are not correctly identified on a webpage, ensure that Highlight phone numbers is enabled in the pinned Chrome extension. If Highlight phone numbers is enabled, try to refresh the webpage.

If issues persist, contact your Voiso support representative.