--- title: "Getting started with UltraCart Calls" description: "Set up UltraCart Calls end to end: buy a phone number, create an agent and queue, route inbound calls, then test inbound and outbound calling from the browser softphone." doc_type: tutorial audience: merchant sidebar_position: 1 # Provenance — do not edit by hand; used by re-run diffing and redirects. confluence_page_id: "4160225283" confluence_url: "https://ultracart.atlassian.net/wiki/spaces/ucdoc/pages/4160225283" last_updated_in_confluence: "2026-02-18T17:45:37.465Z" --- This guide walks you through the initial setup of UltraCart Calls. By the end, you'll have a phone number, an agent, a queue, and working inbound and outbound calling through your browser. ## Prerequisites - An active UltraCart account with the Calls feature enabled - A modern web browser (Chrome, Edge, or Firefox recommended) - A headset or microphone and speakers connected to your computer - Browser permission to use the microphone (you'll be prompted on first use) ## Step 1: Purchase your first phone number Every inbound call starts with a phone number. You need at least one phone number before callers can reach your team. 1. Navigate to **Calls > Settings > Numbers**. 2. Select **Buy Number** to open the phone number search dialog. 3. Choose your country (US, CA, or GB), number type (Local, Toll-Free, or Mobile), and optionally enter an area code or pattern to narrow results. 4. Browse the available numbers. Each result shows the number, location, capabilities (Voice, SMS, MMS), and monthly cost. 5. Select a number to purchase it. The number appears in your number list immediately. :::tip If you're just getting started, a local number in your business's area code is the simplest choice. You can always add more numbers later. ::: ## Step 2: Create your first agent An agent is anyone who makes or receives calls through UltraCart Calls. Each agent needs an extension and a login tied to their UltraCart user account. 1. Navigate to **Calls > Settings > Agents**. 2. Select **Add Agent**. 3. Choose the UltraCart user login for this agent. 4. Assign a work extension number (this is how other agents dial them internally). 5. Leave the call routing preference set to **Browser Softphone** for now. 6. Select **Save**. Repeat this step for each team member who needs to handle calls. :::info The agent's name is pulled automatically from their UltraCart user profile and cannot be changed in the Calls settings. ::: ## Step 3: Create a queue and assign agents A queue is a call routing group. When a call enters a queue, it waits until an available agent is assigned. You need at least one queue to route inbound calls to your agents. 1. Navigate to **Calls > Settings > Queues**. 2. Select **Add Queue** and give it a name (e.g., "General Support"). 3. Under **Caller experience**, choose a greeting type. You can upload an audio file or use text-to-speech to generate a greeting like "Thank you for calling. Please hold while we connect you to an agent." 4. Optionally configure hold music by uploading an audio file. 5. Under **Queue members**, toggle on each agent who should receive calls from this queue. 6. Select **Save**. ## Step 4: Configure inbound routing on your phone number Now connect your phone number to your queue so inbound calls flow to your agents. 1. Navigate to **Calls > Settings > Numbers**. 2. Select the **Edit** button next to your phone number. 3. In the **Route** dropdown, select your queue (e.g., "General Support"). 4. Select **Save**. Any call to this number now enters the queue and rings your available agents. ## Step 5: Set your agent status to Available Agents must be in **Available** status to receive inbound calls. When you first connect, your status defaults to **Unavailable**. 1. Navigate to the **Calls** page. 2. Select **Start** on the softphone panel to initialize your browser phone connection. 3. Once connected, use the status dropdown (at the top of the agent panel) and select **Available**. Your browser is now registered as a softphone and ready to receive calls. > **Important:** Allow microphone access when your browser prompts you. Without microphone permission, you can receive calls but callers won't hear you. ## Step 6: Make a test inbound call Verify that your setup works by calling your new phone number from a cell phone or another line. 1. Dial your UltraCart phone number from an external phone. 2. You should hear your queue greeting, followed by hold music. 3. Your softphone rings with an incoming call notification showing the caller's number. 4. Select **Answer** to connect the call. 5. Verify two-way audio -- speak into your headset and confirm the caller hears you, and vice versa. 6. Select **Hang Up** to end the call. If the call doesn't arrive, check that your agent status is **Available** and that the phone number is routed to the correct queue. ## Step 7: Make a test outbound call UltraCart Calls also supports outbound dialing from the softphone. 1. On the softphone panel, select the dial pad. 2. Choose a **From** number using the outbound number dropdown (your purchased number appears here). 3. Enter a phone number to call and select **Dial**. 4. The call connects through your browser. Your business phone number displays as the caller ID on the recipient's phone. 5. Select **Hang Up** to end the call. ## What's next Your basic phone system is now operational. Here are the most common next steps: - [Set up an IVR menu](./ivr-menus-auto-attendant.md) -- build an automated phone tree ("Press 1 for Sales, Press 2 for Support") - [Configure business hours](./time-based-routing-and-availability.md) -- route calls differently during and after business hours - [Set up voicemail](./voicemail.md) -- give callers a way to leave messages when agents are unavailable - [Enable call recording](./call-recording.md) -- automatically record calls for quality assurance - [Learn the softphone interface](./the-softphone-interface.md) -- explore call controls, transfers, and audio settings - [Configure permissions](./permissions-and-roles.md) -- control what each team member can access