Using the Toku CTI Widget – Toku

Applies to: Agents and supervisors using the Toku CTI Widget embedded in a CRM or business application Audience: End users Last updated: [31-08-2026]

Overview

The Toku CTI Widget is a browser-based softphone that sits inside your CRM or business application. It lets you make and receive calls, set your availability, and review recent call activity without leaving the screen you are already working in.

The widget has two tabs:

Dialpad, for placing calls
History, for reviewing and redialling recent calls

Before you start

Use a supported browser: [Refer to Support Browsers page].
Allow microphone access when your browser prompts you. The widget cannot place or receive calls without it.
Use a wired headset where possible. Built-in laptop microphones pick up background noise and degrade call quality for the customer.
Make sure your Toku agent account has been provisioned by your administrator. If the widget opens but shows no account details, contact your administrator.

The Toku Phone status bar

The row directly beneath the widget title contains four controls and indicators.

Icon	Name	What it does
Microphone	Microphone status	Shows whether your microphone is available to the widget. Green indicates it is working. If it is not green, check your browser's site permissions and your operating system's microphone privacy settings.
Speaker	Audio output status	Shows whether audio output is available. Use it to confirm the widget can play call audio and ringing through your selected device.
Padlock	Secure connection	Indicates that signalling and media are running over an encrypted connection.
Logout	Agent connection	Logouts or disconnects the softphone from the Toku platform. When disconnected you cannot make or receive calls.

If any indicator is not green, calls may fail. Resolve the indicator first before raising a ticket.

Your agent identity and presence

Above the tabs, the widget shows the account name and extension you are signed in with, for example Agent_Account_Name, 5550091012. Quote this extension when you raise a support ticket, as it is how the platform identifies your session.

Setting your status

Select the status dropdown to change your availability. Your status controls whether the platform routes queued calls to you.

A green indicator means you are available to receive calls.
A red indicator, such as Busy, means you are not available for queued calls.

The timer next to the status shows how long you have been in your current state, for example (ready) 00:00:30. Supervisors use this in reporting, so set your status accurately when you step away.

Note: Setting yourself to an unavailable status does not end a call that is already in progress.

Available statuses are configured by your administrator and may differ between teams

Making a call

Select the Dialpad tab at the bottom of the widget.
Enter the number in the Enter Phone No. field, either by typing it or by selecting the on-screen keys.
Click to dial can be used too and number would be auto dialed as configured.
Select the call control to dial.

Number format

Enter numbers in full international format without the leading plus sign or with it, depending on your dial plan: [ e.g. 6591234567 for Singapore].

To enter a plus sign, press and hold the 0 key.

The * and # keys are used for IVR navigation and for any feature codes your administrator has published.

Reviewing call history

Select the History tab to see your recent calls.

Each entry shows the number, the call direction, and the time of the call. Use the green call button on the right of an entry to redial that number immediately.

Filtering

Four filters are available:

All, every call in the period
Inbound, calls you received
Outbound, calls you placed
Transfer, calls transferred to or from you

The result count appears beneath the list, along with pagination controls where there is more than one page.

History reflects the calls associated with your agent account only. It is not a tenant-wide call log. For full reporting, use Activities page in the Agent or Admin Portal.

Troubleshooting

The widget shows no account or extension. Your session may not have been established. Refresh the page and sign in again. If the problem persists, your account may not be provisioned; contact your administrator.

The microphone or speaker indicator is not green. Check that the browser has permission to use your microphone for this site, that the correct input and output devices are selected in your operating system, and that no other application has exclusive control of the headset. Reconnect the headset and refresh the page.

Calls fail immediately after dialling. Confirm the phone is connected using the power icon, check the number format against your dial plan, and confirm your account has permission to dial that destination type.

The other party cannot hear me, or I cannot hear them. This is usually a device or network issue rather than a platform issue. Switch to a different headset, move to a wired connection where possible, and retry. If one-way audio persists across calls, raise a ticket and include your extension, the number dialled, and the approximate time of the call.

My status keeps changing on its own. Some statuses are set automatically by the platform, for example when a call is delivered to you or when after-call work begins. If the behaviour looks wrong, note the times and raise a ticket.