Answering an incoming call in Omnifox (web softphone)

Omnifox's web softphone lets you receive voice calls right in the browser, with nothing extra to install and no separate phone needed. When a call comes in, your inbox alerts you with a notification and an "incoming call" popup so you can pick up right away.

Requirements

• Be logged into the Omnifox inbox with permission for the calling module.
• A connected voice channel with calling enabled (for example, WhatsApp Calling).
• Microphone enabled in the browser (Chrome/Edge recommended) with audio permissions granted.
• Keep the inbox open in an active tab; if you have several tabs open, Omnifox picks a single "leader" tab to ring the call in.

Steps to answer

1. When a call comes in, the inbox's leader tab switches to "ringing" and the incoming-call popup appears (along with a browser notification).
2. Check the contact's name/number shown in the popup.
3. Tap Answer to pick up; the state switches to "in call" and audio kicks in.
4. Use the call controls (mute, transfer, hang up) as needed.
5. Tap Hang up when you're done.

If you can't take the call, tap Decline (or let it time out, depending on how the channel is configured); depending on the IVR flow, the call may be routed to voicemail or the callback queue.

Concrete example

An agent has the inbox open in a browser tab. A customer's call comes in over WhatsApp Calling: the tab rings, the popup shows the contact's name, the agent taps Answer, talks with the customer, and hangs up from the same panel when done.

Tips

• Keep only one Omnifox tab active while you're covering calls; with multiple tabs open, only one actually rings.
• Check the microphone icon in your browser's address bar if you can't hear the customer after answering — the audio permission may be blocked.
• If your team also uses transfers, get familiar with the transfer panel so you can quickly hand off calls that aren't yours to handle.

Troubleshooting

• No call rings even though the customer says they called: check that your user has channels/calling permission and that the channel is connected.
• The call rings but I can't answer: reload the tab; if you have multiple inbox tabs open, close the ones you're not using and keep just one active.
• I answer but there's no audio: check the browser's microphone permissions for the Omnifox site.