Do a Test Call
Here's what you need before making your first test call:
- A PBX.IM account — follow the step-by-step guide here: Create Your Account
- A phone number — free accounts receive one at no additional cost.
- Connected Endpoints.
Table of Contents
How to use your credit
[!NOTE] When you create your PBX.IM account, you'll receive $5 in free credit to make your first test calls. A phone number is also assigned to your account.
The credit is available for one month and can be used by your Admin account or any Agent in your team.
Learn how to invite additional users here: Invite Team Members
Start a test call
Now that your account has credit and a phone number assigned, you're ready to place your first call.
- Log in to the PBX.IM Dashboard.
- Check your account Balance.
- Open the Webphone.
- Enter the phone number you want to call.
- Click the Call button to place your first test call.
Webphone overview
If you're curious about all the tabs available in the Webphone, the sections below explain what each one does.
Status
Only available to Agents, this tab lets you set your availability and perform check-in.
| Field | Explanation |
|---|---|
| Online Time | Displays how long you've been online. |
| Endpoint | Shows the current endpoint or device ID in use. |
| Status | Set your Agent status for the current session. |
| Browser Check-In | Check in using your browser as the active endpoint. |
| Phone Check-In | Check in using a connected phone or softphone endpoint. |
[!NOTE] You must be checked in before placing or receiving calls.
Use Browser Check-In to use your browser as the endpoint, or Phone Check-In to use a connected phone or softphone.
If you try to place a call before checking in, the Webphone will prompt you to do so.
Dialpad
Use the Dialpad to enter the number you want to call.
| Field | Explanation |
|---|---|
| My Caller ID | Choose your caller ID from the dropdown (My Caller ID, Blocked, or previously used numbers). |
| Call Number or Contact | Enter a phone number or search for a contact. |
| Dialpad Button | Click the phone button to start the call. |
Recents
The Recents tab provides an overview of your recent calls.
| Field | Explanation |
|---|---|
| Search | Search recent calls by number or contact name. |
| Call Icon (Green) | Start a new call. |
| Endpoint | Displays the endpoint or device used. |
| Flag Icon | Indicates the country associated with the phone number. |
| Phone Number | Displays the phone number. |
| Call Type | Indicates whether the call was inbound, outbound, conference, or queue. |
| Call Duration | Shows the duration of the call. |
| Call Timestamp | Displays when the call occurred. |
| Pause / Play Button | Pause or resume playback of a call recording. |
| Choose Outcome | Select the outcome of a completed call. |
Contacts
The Contacts tab lets you browse and search your contacts.
| Field | Explanation |
|---|---|
| Search | Search contacts by name. |
| Endpoint | Displays the current endpoint or device ID. |
| Favorites Tab | View contacts marked as favorites. |
| Frequently Used Tab | View your most frequently contacted people. |
| All Tab | View every contact. |
| Select Group | Filter contacts by group, such as VIP, Providers, or Clients. |
| Contact Name | Displays the contact's name. |
| Star Icon | Indicates whether the contact is a favorite. |
| Status Indicator | Shows the contact's current status (busy, offline, break, etc.). |
| Forward Icon | Forward a call to the selected contact. |
| Call Icon | Start a call with the selected contact. |
[!NOTE] Click a contact's name to open their full profile.
Stats
The Stats tab provides a summary of your activity, including Calls, Work Time, and Breaks.
Calls tab
The Calls tab displays:
- Total outbound calls
- Total inbound calls
- Total queue calls
For each category you'll also see:
- Answered calls
- Total duration
- Average Call Duration (ACD)
Time tab
The Work Time tab breaks your activity into:
- Call handling
- Idle time
- Break time
Break tab
The Break tab shows:
- Billable duration
- Non-billable duration
Settings
| Field | Explanation |
|---|---|
| Microphone | Select the microphone used for audio input. |
| Output Endpoint | Select the audio output device and test it using the Play button. |
| Ring Endpoint | Select the ringing device and test it using the Play button. |
| Ringtone | Choose your ringtone and preview it using the Play button. |
| Echo Cancellation | Enable or disable echo cancellation. |
| Noise Cancellation | Enable or disable noise cancellation. |
During a call
Once a call connects, the Webphone displays a call status bar showing the other party's name or number together with a live call timer.
The status bar updates automatically as the call changes state, including:
- Outgoing call
- Incoming call
- Connected call
- Second incoming call
- Supervisor monitoring
- Post-call outcome
The following controls are available during a call:
| Control | Explanation |
|---|---|
| Mute | Mute or unmute your microphone. |
| Hold / Unhold | Place the call on hold and resume it later. |
| Keypad | Open the keypad to send digits during a call (for example, navigating an IVR). You can also type digits directly from your keyboard. |
| Transfer | Transfer the call to another agent, contact, or phone number. |
| Add Call | Start a second call while the first remains on hold, then merge both calls into a three-way conference. |
| Record | If you have recording permission, start or pause recording at any point during the call. The Record button turns red and blinks while recording is active. Users without permission will see an access message instead. |
| Choose Outcome | Select the outcome after the call ends. Outcomes are also visible later in the Recents tab. |
| End Call | End the call using the red hang-up button. |
Keeping the Webphone handy
You don't have to stay on the Webphone page during a call.
Minimize the Webphone into a compact floating window that remains visible while you continue working elsewhere in the PBX.IM Dashboard.
The minimized view keeps the essential call controls, including the red End Call button, and can be repositioned anywhere on your screen.
[!NOTE] You can control when the Webphone appears using the Show Webphone on tab change and Show Webphone only during calls options.