To use the Contact softphone within Zendesk to make and receive calls:
Procedure #
Step 1:
Click the app’s icon in the top-right toolbar:
A new box containing Horizon Contact opens.
Note: If the app does not load with the login dialog, refresh the webpage and open the app again.
Step 2:
Sign in to your Horizon Contact account:
Step 3:
If required, select your contact method and set your status to Available.
Note: Clicking the app’s icon again, toggles whether the app is shown or hidden, but it will still be active when hidden.
You can now answer calls using the Contact softphone within Zendesk.
Note: If you cannot see the Contact softphone within Zendesk, the following icon is displayed in the top-right toolbar:
and, when you try to log into the Contact softphone, an error message is displayed. This is because some web browsers block all third-party cookies and local storage access, preventing CRM integration. You will need to enable third-party cookies by following the instructions in Troubleshooting.