Your Cell Phone is Ringing Instead of Softphone When Making Calls in Playbooks

Overview

You may encounter an issue that outgoing calls are connecting to your cell phone number while you want to use your VoIP or softphone application.

Solution

If you are using a 3rd-party softphone, please make sure to enter the phone number that is linked to your softphone account as your agent number in Playbooks. Once these changes are implemented, calls should be ringing to your softphone app.