Guides

🚀 Smartflo Softphone – Complete Guide

Overview

Smartflo Softphone enables agents to make and receive calls directly from their device (browser, desktop, or mobile) without additional hardware. It supports calling, transfers, conferencing, and contact management.

Prerequisites

  • Active Smartflo account
  • Agent user assigned
  • Extension enabled
  • Required permissions (e.g., Manage Extension)
  • Stable internet connection

Installation & Setup

🌐 Chrome Extension

Follow these steps to get started with the Smartflo Softphone Chrome Extension app:

Step 1: Open Chrome Web Store, search for the Smartflo softphone and click on the Smartflo Softphone extension.

Step 2: Click Add to Chrome button.

Step 3: A confirmation notification will pop up. Click on Add extension to add Smarflo softphone to Chrome.

Step 4: Open Chrome, press the extension icon and click on Smartflo Softphone to open the app.

Step 5: Enter the smartflo user's Username and Password and click on Login.

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Note: The Agent extension should be enabled.

Step 6: Now you can start calling.

💻 Mac App

Follow the below steps to start using the Smartflo softphone app for Mac:

Step 1: Login to Smartflo account using your Username and Password.

Step 2: Click on the Downloads section on the bottom left side navigation panel.


Step 3: Download and install Smartflo Softphone for Mac.

Step 4: Enter the smartflo user's Username and Password and click on Login.

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Note: The Agent extension should be enabled.


Step 5: Now you can start calling.

🖥️ Windows App

Follow the below steps to start using the Smartflo softphone app for Windows:

Step 1: Log in to your Smartflo account using your Username and Password.

Step 2: Click on the Downloads section in the left side navigation panel.

Step 3: Download and install the smartflo softphone for Windows.

Step 4: Enter the smartflo user's Username and Password and click on Login.

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Note: The Agent extension should be enabled.

Step 5: Now you can start calling.

📱 Android App

🚧 Our apps will soon require Android 12 or above. Please update your OS for uninterrupted access.

Follow the below steps to start using the Smartflo softphone Mobile app:

Step 1: Open Android Play Store, search for the Tata Tele Smartflo Softphone and click on the Smartflo Softphone app.

Step 2: Click Install.

Step 3: Log in to your Smartflo account using your username and click NEXT.

Step 4: Enter your account password and click SUBMIT.

Step 5: A permission notification will pop up. Click on Grant to permit access to the telephone and microphone.

Step 6: Click on While using the app to authorize Smartflo Softphone to record audio during the call.

Step 7: Click on Allow to authorize Smartflo Softphone to make and manage phone calls.

Step 8: Click on OK to allow Smartflo Softphone to set up a VPN connection.

Step 9: Now you can start calling.

📱 iOS App

🚧 Our apps will soon require iOS 18 or above. Please update your OS for uninterrupted access.

Follow the below steps to start using the Smartflo softphone Mobile app:

Step 1: Open Apple Store, search for the Tata Tele Smartflo Softphone and click on the Smartflo Softphone app.

Step 2: Click Install.

Step 3: Log in to your Smartflo account using your username and click NEXT.

Step 4: Enter your account password and click LOGIN.

Step 5: Click on Allow to permit access to the microphone.

Step 6: Click on Allow to authorize Smartflo Softphone to send notifications.

Step 7: Click on Allow to authorize Smartflo Softphone to find devices on local networks.

Step 8: Click on Continue to allow Smartflo Softphone to Access phone contacts.

Step 9: Now you can start calling.

📞 Call Operations

Make a Call

a. Change your country.
b. Enter the number you want to dial.
c. Click to dial the number.

Description:

This allows you to initiate an outbound call to any customer or contact. Ensure the number is entered correctly along with the correct country code.

Call Controls

🔹 Mute

Click on Mute during a call

🔹 Hold

Click on Hold to pause the call
Click again to resume


🔹 Add Call (Conference)

Click Add Call

Dial another number

Merge calls


🔹 Disconnect Call

Click End Call


Call Transfer

✅ Blind Transfer

The call is directly transferred to the selected contact or external number without any prior interaction. The agent initiating the transfer is immediately disconnected once the call is passed, and the recipient handles the call independently.

a) Select contact/number b) Transfer directly


✅ Attended Transfer

The agent first connects with the target contact or external number before completing the transfer. This allows the agent to brief the recipient about the call context and ensure availability. Once confirmed, the call is transferred, ensuring a smoother handover.

a) Call the recipient first b) Speak and confirm
c) Complete transfer


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Both transfer options can be used with contacts from the contact list or external numbers (provided the required permissions are available.

Other Useful Features

Call History

  • Click on Call History to view the past dial numbers.

Contacts

  • Click on Contacts to view your saved numbers.

Add new contacts

If you want to add a new contact, please follow these steps:

  1. Click on the ‘+’ icon on the right-hand side.
  1. Enter the name, company name (optional), and select the contact group where it should be added.
  1. Click on the ‘Save’ button.

Once the contact is created, you can search for it using the name or number whenever you need to dial again.


Teammates

  • Click the Teammates tab to view your team member number.
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Note: Assigned agent should have the permission of Manage Extension to view the teammates.


⚙️ Settings & Preferences

  • Click on Settings to view your profile, get help, and log out from the Smartflo softphone.

a. View your Username and Email ID.

b. Click on ‘Preferences’ – it includes three sections: Permissions, Caller ID, and Manage Media Devices.

  • Permissions: Here, you can choose between:
    1. Use as Phone – The system works like a mobile phone, where the agent receives the call on their mobile number first.
    2. Auto Answer – The call is automatically connected to the agent without requiring them to accept it.
  • Caller ID: This section displays the list of DIDs. You can select the number that will be visible to both the agent and the customer when the call is connected.

Manage Media Devices: Here, you can select the input and output devices (e.g., microphone and speakers) to be used during calls.

c. View help & support to clear common doubts.

d. Click to log out from the Smarflo Softphone.

⚠️ Important Do’s & Don’ts


✅ Do

  • Use stable internet connection
  • Use a headset for better audio
  • Check microphone before calls

❌ Don’t

  • Do NOT refresh during calls
  • Do NOT switch networks without re-login

❓ FAQs & Troubleshooting


a) I am stuck on the login screen❓

  • Cause: System timezone mismatch

b) What should I do if I change networks during a call/session❓

  • Do NOT refresh
  • Logout and login again

c) I am unable to hear the customer / they cannot hear me❓

  • Check microphone and speaker settings
  • Ensure permissions are enabled

d) Call is not getting connected❓

  • Check internet connectivity
  • Verify dialed number format
  • Ensure extension is active

e) Calls are getting disconnected frequently❓

  • Check network stability

f) Caller ID is showing incorrect number❓

  • Verify selected Caller ID

g) I am not receiving incoming calls❓

  • Check availability status
  • Ensure extension is active

h) Application is slow or lagging❓

  • Close unused apps
  • Restart application

🏆 Best Practices


  • Do not refresh during calls
  • Re-login after network change
  • Use stable internet connection
  • Use headset for better audio quality
  • Verify microphone before calls
  • Prefer attended transfer for better customer experience

Updated 2 days ago