Enterprise · Part of Telephony and CTI
Embedded softphone
The embedded softphone lets agents answer, hold, transfer, mute, and end calls without leaving FrontLine. Rather than build a dialer, FrontLine hosts your platform's own softphone in a sandboxed iframe inside the agent workspace and bridges its call events to presence, screen pop, and call state. It is live today on Amazon Connect and Genesys Cloud.
For the operator
A telephony admin turns the softphone on under Settings > Telephony for an Amazon Connect or Genesys Cloud integration, and each agent chooses a softphone or hardware-phone mode from their own preferences. The agent then works the call from inside FrontLine: the platform's softphone renders in a sandboxed iframe with a top-of-screen status indicator and a collapsible panel, and answer, hold, transfer, mute, and end controls sit beside the customer record and the screen pop. FrontLine mints a short-lived, rate-limited token to bootstrap the embed, refreshes it automatically, and validates the origin and source of every inbound event, so the frame only talks to the platform origins on its allowlist. Softphone sessions are tracked and cleaned up daily, and the token-exchange credentials are encrypted at rest and never returned to the browser.
Business impact
One fewer piece of desktop software to license, deploy, and support across every agent seat, and one fewer place a call detail can go missing. Because the softphone reuses the call-record, agent state-sync, and screen-pop foundation FrontLine already runs, dispositions and handle-time data land in the same system your QA (Quality Assurance: the program that scores and reviews agent interactions.) and reporting draw from, with no export or reconciliation step. Agents who never leave the platform to take a call ramp faster and mis-disposition less, which protects both average handle time and client trust. And because FrontLine hosts the platform's own softphone rather than reimplementing one, you get the in-app experience without a second telephony client to secure and patch.