If your agents work in a Helpdesk or a CRM and use a softphone, then an incoming call will present a notification on their screen to allow them to accept the call. The softphone simply runs in the background.

The following video shows how this happens:

Of course, you can also use the softphone to enable all kinds of other use cases. But most standard inbound and outbound agent workflows can be done in a web application. So, your team can simply focus on working within whatever webtools you are making use of in support and sales.