Sonar Phone for Call Queues helps Call Center Agents manage incoming calls directly from their browser—no desk phone required. This article explains why you must add your unique webphone extension to call queues, offers quick references to Sonar Phone UI, and provides first steps for troubleshooting. 

Why Sonar Phone Must be Added to Call Queues

To receive queue calls on Sonar Phone, Office Managers/Call Center Supervisors must add both an agent's primary extension and their webphone extension to assigned call queues. 

The webphone extension is identified by the letters “wp” following the primary extension's numerical value.

Example:

• If Sam’s primary extension is 101, their webphone extension is 101wp.
• Both 101 and 101wp must be added to the call queue. Enabling both devices allows Sam (the agent) to choose which device (desk phone, webphone, mobile app) receives queue calls.

Enable Call Recording for Sonar Phone

Call recording is enabled per device, not per extension.
You must contact net2phone Canada to enable call recording for your Sonar Phone. If you need call recording on your webphone, or any other devices (softphone, mobile app):

• Dial 611 from any net2phone Canada device
• Or call 1-877-498-3772 (option 3)

Quick-Reference Troubleshooting  

If your Sonar Phone isn't working as expected, review a few basic troubleshooting steps that usually resolve issues. For detailed steps and tips, check out: Troubleshooting Sonar Phone (WebRTC). 

Sonar Phone Won't Load

• Ensure your browser is up-to-date.
• Clear your cache and restart the browser.

No Audio on Calls

• Check if you have correctly granted microphone permissions in your browser settings.
• Verify audio device settings in Sonar Phone Settings.

Call Dropping or Poor Quality

• Ensure you have a stable internet connection.
• Close any bandwidth-heavy applications. 

Quick Reference: Sonar Phone User Interface

Check out Navigating Sonar Phone for Browser Calling for on-call features and functionality. 

Your User Card Your Name, primary extension, and status message. In the expanded view, you can click the jump-links in your User Profile Card to quickly navigate through the Sonar Phone app.
Dial Pad  Make outbound calls with a familiar dial pad layout. Pin your Dial Pad Card to the grid in the expanded Sonar Phone layout.
Contacts Manage personal and company contacts.
Call History  View and redial previous calls.
Voicemail Access and listen to voicemail messages.
Chat and SMS Send and receive internal chats and external SMS/MMS messages (if your organization has SMS enabled.
(Optional) Call Parks  If your organization has Call Parks enabled, they will be accessible in your Sonar Phone.
Answering Rules  Change your active Answering Rules from a list of pre-configured Answering Rules.
Greetings  You can create new voicemail greetings directly from the Sonar Phone app.
Settings  Configure audio preferences and notifications.