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Getting started with UltraCart Calls

Getting started with UltraCart Calls

Feb 18, 2026

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.

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.

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: