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Set Up Calling for Your Agents

This guide takes an agent from having no phone to making their first call. It assumes the user already exists β€” if not, start with Onboard a New Agent.

New to extensions and devices? Read How Devices Work first.

1. Choose a Device Type

The zero-install option is a Daktela device β€” the softphone built into the application. Pick a different type if the agent uses a desk phone, a mobile or MS Teams β€” the device type table compares them.

2. Create the Device

In Settings β†’ Devices, open the list for your device type and add the device:

  • Daktela devices β€” enter a unique number, a title and a password.
  • SIP devices β€” enter a unique number, a title and a password. Keep the default udp transport for hardware and third-party software phones.
  • External numbers β€” enter the phone number including the prefix.
  • MS Teams devices β€” enter the user's extension number from MS Teams. The Direct Routing integration must be in place first β€” set it up in coordination with Daktela support.

The device number cannot be changed later. Each page above holds the full field reference for its type.

3. Connect the Phone (SIP and MS Teams Only)

Daktela devices and external numbers need no setup outside Daktela. For the other types:

  • SIP device β€” configure the physical or software phone with three parameters: the device number as the user name, the device password, and your instance address (e.g. yourcompany.daktela.com) as the SIP server. Guides for specific phone models are in SIP Phone Setup. For a whole fleet of hardware phones, consider Provisioning.
  • MS Teams device β€” each agent installs the Daktela add-on in MS Teams β€” see Installing the Daktela Add-on.

4. Give the Agent the Device

Either assign it permanently β€” open the agent's user detail in Settings β†’ Users β†’ List of Users and add the device there.

Or let agents pick a device themselves β€” turn on Available for dynamic selection in the device detail. Agents then choose it in the device selection in the static panel after logging in.

5. Test It

  1. Log in to Daktela as the agent and go ready.
  2. If the device is not permanently assigned, pick it in the device selection.
  3. With a Daktela device, click Open phone in the static panel and allow the browser to use your microphone when asked β€” see WebRTC Client for the agent's view.
  4. Call a colleague's extension. If it rings on their device, calling works.

Go Further

  • Set Up Inbound Calls β€” route customer calls to your agents through a call queue.
  • Call Permissions β€” restrict which destinations an agent may dial.
  • Voicemail and call pickup β€” both are configured per SIP device; see the SIP device fields.
  • Provisioning β€” automatic configuration of supported hardware SIP phones.