Where your organization has telephony configured, xMatix puts a softphone inside the workspace: calls ring in the browser, the caller is identified from your records before you answer, and the call's log writes itself. This page walks through a call from availability to disposition.
Prerequisites
- Your organization has telephony configured (trunks and numbers provisioned), and — where your administrators manage agents explicitly — you are set up as an agent.
- A working microphone, with the browser allowed to use it. The first call prompts for microphone permission; a call with a denied microphone is a call nobody can hear you on.
Procedure
Step 1 — Open the Calls drawer and set your availability
First confirm telephony is provisioned and your browser has microphone permission, then open the Calls drawer at the workspace edge. It shows availability, the dial box and recent calls. Choose Available only when you are ready to receive queue work; Busy, Away and Offline suppress offers. Calls and chat have separate presence, so verify the Calls indicator itself changes. If the live feed disconnects, the drawer pins you Offline—wait for reconnection and confirm status becomes selectable before testing a call.
Step 2 — Place an outbound call
Use an approved test destination. Type or paste the number, confirm its country code and displayed caller identity, then dial once; alternatively redial a known recent party. Watch the state progress from dialing to ringing or connected and verify audio in both directions. The system creates the outbound Call register entry immediately and attempts contact/account matching. Open that entry afterward and confirm direction, numbers, timestamps and matched party—correct an underlying phone field rather than manually linking repeated mismatches.
Step 3 — Answer an incoming call
An incoming call raises a popup above everything else in the workspace, and it identifies the caller before you answer: the matched contact's name and account where the number is recognized, an honest "Unrecognized number" where it is not, and — when this caller has called before — how long ago the last call was. Matching compares the tail digits of the number against every phone field on your contacts (then account phone numbers), so formatting and country-code differences don't break it.
Accept connects the call and opens the full call panel; verify the timer starts and exchange a short audio confirmation before discussing anything sensitive. Decline dismisses the ring only on your side, so a team call may still be answered elsewhere. For the controlled test, confirm the popup's recognized or unrecognized identity is accurate, accept from one agent only, and verify other ringing clients stop when the call is claimed.
Step 4 — Work the call
The connected-call panel keeps everything in one place while you talk:
- Controls — mute, hold, hang up; transfer and recording control where your organization has them enabled. While you navigate elsewhere, a compact pill keeps the timer and core controls visible.
- Context — the matched contact and account are one click from their records, so you're reading the caller's history seconds into the call.
- Notes and script — type notes as you go; a tickable guided script tracks where you are in the conversation.
- Link or create a record — attach the call to the record it is about, or create one from the call (a case, lead, opportunity, order, service order or task by default — your administrators can change the list). Created records are pre-filled with the caller's contact, account and number.
Exercise mute and hold during a test call and have the other party confirm the audio behavior; use transfer or recording only where policy and configuration allow it. Open the matched context before linking, type concise factual notes, and verify any created record's prefilled contact, account and number before saving. The compact pill should retain the correct timer and controls while you navigate away and back.
Step 5 — Wrap up with a disposition
Hang up only after confirming the conversation is complete. During the after-call-work countdown, choose the most specific disposition, finish notes and create any promised follow-up before saving; do not let the timer return you to the queue with an incomplete record. Open the Call register and linked business record to verify duration, disposition, notes and one Call activity. Finally confirm your presence returns to Available—or deliberately choose another state—before leaving the drawer.
Expected result
Telephony is provisioned, the Calls drawer shows the agent's honest availability, and a controlled test call can be placed, answered, muted, held and ended with working audio. The Call register receives one correctly timed entry linked to the intended record, with notes, disposition and any follow-up retained.
Common problems
No softphone or Calls drawer appears. Telephony isn't configured for your organization, or your agent setup is missing or inactive. Start with Troubleshooting telephony.
You answer but hear nothing, or callers can't hear you. Almost always browser microphone permission or the wrong input device — check the browser's site permissions, then your OS input device.
Calls ring colleagues but never you. Your availability is not Available, or the number's route targets a queue whose agent pool you are not in. See Inbound routing.
Common questions
Can I take calls with the tab in the background?
Yes — the ring popup and call audio belong to the workspace tab, so keep it open. The popup positions itself above open panels precisely so an incoming call is never hidden behind something else. Closing the tab mid-call ends your leg of it.
What happens if I don't pick a disposition?
The call is still logged — timings, parties, agent and any record link are captured regardless. The disposition is the one part only you can add, and it is what makes call reporting worth reading; the wrap-up window exists to make choosing one a two-second act rather than an afterthought. You can also open the call record later and set the outcome there.
Where do my calls go afterwards?
Every call — answered, missed or declined — is a record in the call register, visible in the Calls drawer's recent list and as a full record with its recording, transcript and insights where those exist. See Calls, dispositions and recordings.