We need to go through IVR of insurance companies. For that we need to enter Alpha Character and Numeric both. By the hard phone, team is able to enter both. Like to type A in hard phone we press *21 for N we type *62. But in soft phone it is not possible.
As we cannot provide hard phones for everyone and it is becoming very very difficult for us to work on such cases where the alpha character are required to be entered in the IVR system.