Our softphone is built to have a always running version so you can change presence, see multiple interactions, and see numerous other settings. CIF v2 is built to only show the softphone on Sessions which were created by our softphone so if the agent closes all those sessions, they won't be able to change their presence or interface with the softphone until another interaction comes in to pop the softphone.

To handle this, it would be ideal to have a session the softphone could open on startup and pin (non-closable session) like is available in the creation of a tab.