Your First Call — What to Expect

Your softphone is connected and showing Available. Here is exactly what happens when your first call comes in, step by step.

When a call rings

1. 1

   Your browser rings

   You will hear a ringtone and see an incoming call notification in the softphone widget. It shows the caller's phone number and state (e.g., "+1-555-123-4567 — California").

   If the caller went through a Caller Menu or AI Voice Assistant, you may also see the product category they selected (e.g., "Auto Insurance").
2. 2

   Accept the call

   Click the Accept button (green phone icon). The call connects immediately.

   If you do not accept within 30 seconds, the call is automatically routed to the next available agent.

3. 3

   Listen for the whisper message

   Before the caller is connected, you may hear a brief whisper message — a short audio clip that tells you the campaign name and caller category. Only you hear this, not the caller. It gives you context before you say hello.

   Not all campaigns use whisper messages. If you do not hear one, the caller connects immediately.

4. 4

   Talk to the caller

   You are now live with the caller. Speak naturally. The call is being recorded automatically for quality and training purposes.

During the call

While on the call, you have these controls in the softphone:

• Mute — Silences your microphone. The caller cannot hear you, but you can still hear them.
• Hold — Places the caller on hold with music. Use this if you need to look something up.
• End Call — Hangs up the call.

You may also see an intake form where you can capture the caller's details (name, address, policy info) during the conversation. Fill this in as you go — it saves automatically.

After the call ends

1. 1

   You enter wrap-up mode

   After the call ends (either you or the caller hangs up), your status changes to Wrap-Up. You will not receive new calls during this time.

2. 2

   Log a disposition

   Select what happened on the call. Common options:

   • Sale — The caller purchased. You will be asked to enter the carrier, monthly premium, and policy number.
   • Appointment — A follow-up appointment was scheduled.
   • Not Interested — The caller declined.
   • Call Back Later — The caller wants to be called back.

   Add any notes about the call in the notes field.

3. 3

   Submit and return to available

   Click Submit. Your status returns to Available and you are ready for the next call.

Quick reference