Softphone User FAQ for Windows

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Table of Contents


How to call a number

  1. Click on the text box with the text Enter name or number
  2. Type in the number of the person you are trying to reach or type in the contact's name
  3. Press the Call button

or

  1. Click on the dial pad to the left of the text box
  2. Dial desired number
  3. Press Call button

or

  1. Double click on the contacts name in list
  2. Click on the number you want to call

Add/remove favorites

Add a contact as a favorite

  1. Under the Contacts tab on the main interface, right click on the contact
  2. Click on Add to Favorites

To remove a contact as a favorite

  1. Under the Favorites tab, hover your mouse on the contact
  2. Click on the down arrow
  3. Click on Remove from Favorites

Managing contact groups

Add group

  1. Click on Contacts on the top tool bar
  2. Click on New group
  3. Enter name
  4. Click OK

or

  1. Highlight a group on the main interface
  2. Right click on the main interface under the Contacts tab
  3. Click New group
  4. Enter name
  5. Click OK

Change the name of the group

  1. Click on the group name on the main interface
  2. Click once more and type in a new name
  3. Press enter on your keyboard

Move a contact to a group

  1. Click on the contact on the main interface
  2. Drag contact to correct group
  3. Release

How to record a call

  1. When on a phone call, click the down arrow to the left of the End button
  2. Click on Start Call Recording
  3. To stop, click on the down arrow and click Stop Call Recording or click the red End button or click on the small box next to Rec
  4. A dialog box will pop up.  Type in the recording name or keep the default one
  5. Click OK to save the file.

Change idle time

  1. Go into Softphone on the top tool bar
  2. Click on Preferences
  3. On the top menu bar, click on Application
  4. Check the box next to Display idle status if I don't use my computer for 10 minutes
  5. The number of minutes is set to a default of 10; change this by typing in a new number
  6. Click OK

Change enter key function

  1. Go into Softphone on the top tool bar
  2. Click on Preferences
  3. On the top menu bar, click on Application
  4. Choose between Enter functioning as a send key or it functioning as creating a new line.
  5. Click OK

Alert & sound settings

Alert settings

  1. Go into Softphone on the top tool bar
  2. Click on Preferences
  3. On the top menu bar, click on Alerts & Sounds
  4. To enable and disable the alert displays, check and un-check the box next to Enable alert displays This will allow or restrict pop up windows alerting you of activity
  5. Check and un-check the alerts to allow and block alerts
  6. Click OK

Sound settings

  1. Go into Softphone on the top tool bar
  2. Click on Preferences
  3. On the top menu bar, click on Alerts & Sounds
  4. To choose to enable sounds click on the box that is next to Enable sounds; to disable the sounds, click the box to make the check go away.
  5. Modify which actions make a sound by checking and un-checking the boxes
  6. Click OK

Reset sound settings

  1. Go into Softphone on the top tool bar
  2. Click on Preferences
  3. On the left side, click on Alerts & Sounds
  4. Click Reset

Hear & change sounds

  1. Go into Softphone on the top tool bar
  2. Click on Preferences
  3. On the to menu bar, click on Alerts & Sounds
  4. Click on actions
  5. Click Play to hear
  6. Click Browse... to change sound

Privacy settings

Allow a domain

(to automatically see your online status when they add you to their contact list)

  1. Go into Softphone on the top tool bar
  2. Click on Preferences
  3. On the left side, click on Privacy
  4. Click the Corporate tab
  5. Type in Domain name
  6. Add that Domain to a group
  7. Click OK

Block phone number or email address

  1. Go into Softphone on the top tool bar
  2. Click on Preferences
  3. On the top menu bar, click on Privacy
  4. Click on General
  5. In the Blocked section, under Enter a number or address, enter the number or email address you'd like to block
  6. Press Block
  7. Click OK

Unblock a phone number or email address

  1. Go into Softphone on the top tool bar
  2. Click on Preferences
  3. On the top menu bar, click on Privacy
  4. Click on General
  5. In the Blocked section, click on the phone number or email address you'd like to unblock
  6. Press Unblock
  7. Click OK

Block an entire domain

  1. Go into Softphone on the top tool bar
  2. Click on Preferences
  3. On the top menu bar, click on Privacy
  4. Click on General
  5. In the Block section, under Enter a domain: enter the domain and click Block

Devices & hardware

  1. Go into Softphone on the top tool bar
  2. Click on Preferences
  3. Click on Devices on the top menu bar
  4. Choose which hardware you want to change: Headset Mode, Speakerphone Mode, Other Devices
  5. By using the drop down menu, choose which equipment you want to use for your speaker, microphone or other device

Desktop phone ring

  1. Go into Softphone on the top tool bar
  2. Click on Preferences
  3. Click on Devices on the top menu bar
  4. Click on the top right tab Other devices
  5. Click on Desk-phone Setup...
  6. Enter the desk-phone's URI (uniform resource identifier)
  7. Click OK

Test devices

  1. Go into Softphone on the top tool bar
  2. Click on Preferences
  3. Click on Devices on the top menu bar
  4. Click the Test Devices button
  5. Choose which device needs troubleshooting by clicking on the appropriate tab

Network connection speed

  1. Go into Softphone on the top tool bar
  2. Click on Preferences
  3. On the top menu bar, click on Network
  4. Choose the network you are using

Media quality

Reduce echos and background noise

  1. Go into Softphone on the top tool bar
  2. Click on Preferences
  3. Click on Media Quality on the top menu bar
  4. For reduction of echo, check the box next to Reduce echos from speakers (AEC)
  5. For reduction of background noise, check the box next to Reduce background noise

Microphone automation

  1. Go into Softophone on the top tool bar
  2. Click on Preferences
  3. On the top menu bar, click on Media Quality
  4. Click on Audio Quality
  5. Check the box next to Automatic gain control

Preserve Bandwidth

  1. Go into Softphone on the top tool bar
  2. Click on Preferences
  3. On the top menu bar, click on Media Quality
  4. Click on Audio Quality
  5. Check the box next to Preserve bandwidth during silent periods

Video display

  1. Go into Softphone on the top tool bar
  2. Click on Preferences
  3. Click on Media Quality
  4. Click on the Video Quality button on the top
  5. Select a resolution

Call automation

Auto answer

  1. Go into Softphone on the top tool bar
  2. Click on Preferences
  3. On the top menu bar, click on Call Automation
  4. Change the time of auto answer by clicking the drop down box (default is 3)
  5. On the main interface, next to the web camera icon there is a down arrow.  Click on the down arrow, and click on Auto answer.  A lightening image will show up.

Auto answer video or audio

  1. Go into Softphone on the top tool bar
  2. Click on Preferences
  3. On the left side, click on Call Automation
  4. Choose between Auto answer with audio and Auto answer with audio and video

Advanced settings

In-band setting

  1. Go into Softphone on the top tool bar
  2. Click on Preferences
  3. On the top menu bar, click on Advanced
  4. Under the DTMF box, click which option you prefer

RTP setting

  1. Go into Softphone on the top tool bar
  2. Click on Preferences
  3. On the top menu bar, click on Advanced
  4. Check the box Enable inactivity timer
  5. Change the RTP timer seconds by typing in the preferred time; default is 300

Recording file locations

  1. Go into Softphone on the top tool bar
  2. Click on Preferences
  3. On the top menu bar, click on Advanced
  4. Under the box that says ?Call Recording? and next to Recording folder, click Browse to change the location of the recorded audio
  5. Click Open

File transfer locations

  1. Go into Softphone on the top tool bar
  2. Click on Preferences
  3. On the top menu bar, click on Advanced
  4. Under the box that says File Transfer and next to Transfer folder, click Browse to change the location of the recorded audio
  5. Click Open

Web page tabs

  1. Go into Softphone on the top tool bar
  2. Click on Preferences
  3. On the top menu bar, click on Advanced
  4. Under the box that says Web Page Tabs, check the box then type in the desired website.
  5. Add in a name for the Web tab
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