Well, integrating a webphone is easy, but I guess the part I don't know about is whether I can connect this webphone to the ST interface, so that the built-in VOIP features, like call history and call logs, work with the webphone the same way they do with communicator. 

Can you find out if using your svcVOIP API http://portal.smartertools.com/services2/ will allow me to connect a webphone to SmarterTrack so that the built-in VOIP features, like call history and call logging, work with the webphone?

Pantheon,  


Have you taken a look at our knowledge base article Integrate SmarterTrack with VoIP Systems?  

That's exactly what I was looking for. But something else about the VOIP functionality. How do the extensions work and also how do call transfers work? Can't you transfer a call to another agent? Do the department and agent extensions somehow work with a PBX to route calls? I cannot find any documentation about this. And your communicator page is broken: http://help.smartertools.com/SmarterTrack/current/Topics/Diagrams/communicator.aspx

And what about the call reports? Do those work based on what is in the call logs?

Also, on this page: https://portal.smartertools.com/kb/a2575/integrate-smartertrack-with-voip-systems.aspx it says that you can auto-fill call logs with customer information, which is what I want to do, but how does ST know which customer it is? Does it use the incoming phone number and the SearchUsers function from the VOIP web service in order to locate an account to get the information required to fill the call log? And if the incoming phone number doesn't match an account, it just doesn't fill in the call log?