Web Phone

The Web Phone turns your computer into a "soft phone" with everything your desk phone does: calls on your extension, contacts, voicemail, chat/SMS, greetings, answering rules, and queue login/logout for call center agents.

Three Ways to Open It

1. Web browser

1. Go to login.primecall.com/webphone.
2. Enter your username (extension@domain) and password. Recovery links are on the login page.
3. Click LOG IN.

2. From the Portal

1. Log in to the Portal.
2. Click the Apps drop-down (upper right) and select PrimeCall Webphone — it opens in a new tab.

3. Progressive Web App (PWA)

1. Using Google Chrome, log in to the Web Phone.
2. Click Settings (left side) → Install PWA.
3. Pin the app to your start menu, taskbar or dock. It then runs on its own — no tab or Portal login needed.

Options During a Call

• Mute — caller can't hear you; you still hear them.
• Hold — click again to resume.
• Dial pad — for menu selections; Back returns to in-call options.
• Add Call — conference/three-way: Add call (first caller on hold), call the second person, then Merge Calls.
• Transfer — pick a contact or dial a number, then choose:
  • Blind Transfer — completes immediately.
  • Assisted Transfer — speak with the recipient first, then Complete Transfer (or Cancel Transfer to return to the caller).
• Park Call — select Park call and pick an available park. To retrieve, open Call Parks in the navigation pane and select Answer.
• Switch Phone — send the call to another of your PrimeCall devices (desk phone or mobile app).
• Hide call — pins the active call to your workspace so you can multi-task.
• Start recording — records the call for an administrator to review; Stop Recording ends it.

To place calls: use Contacts, Call History, a voicemail entry, or the red Dial Pad at the top of the navigation pane.

Areas of the Web Phone

• Contacts — searchable, sortable company contacts; click any entry for details and to start a call.
• Call History — your call activity with icons: blue arrow inbound, green outbound, red missed. Click an entry for related history or to add the person to Contacts.
• Voicemail — new and saved voicemails with a Play button; transcriptions shown if enabled.
• Chat and SMS — conversations with colleagues (all web phone/mobile users) and, if SMS is enabled for your organization, outside numbers. Each conversation gets a card on the grid — closing/deleting a card doesn't delete the conversation. For a new SMS to an outside number: type the entire number, click the suggestion that pops up, then the check mark.
• Answering Rules — your rules, with the active one marked by a blue dot. Time frames say when a rule is active; rules say what happens; priority decides ties. See Answering Rules.
• Greetings — your voicemail greetings: activate, edit or delete them.
• Call Park — your organization's parking spots with caller ID, who parked the call, and how long it's been parked; park/un-park from here.
• Call Center — for agents: My Queues (queues you serve) and My Stats (your statistics across queues).
• Settings — pick your speakers and microphone, and other web phone options.