User Manual

Telephone - Desktop Softphone

Desktop application allows for making and answering calls. It needs to be installed and running on every PC, which you want to use for VoIP calls.

Download

Softphone application can be downloaded from:

Install

Windows

To install Desktop application on Microsoft Windows follow steps below:

Desktop Application Download

Figure 4.1 Desktop Application Download.
  1. Click Download link and Save file.

Desktop Application Run

Figure 4.2 Desktop Application Run.
  1. Locate and double click VoIPstudio-ver.exe icon to start set up program.

Desktop Windows Application Install

Figure 4.3 Desktop Windows Application Install.
  1. Wait for Installation to complete.

Mac OS

To install Desktop application on a Mac follow steps below:

  1. Download VoIPstudio-ver.dmg package and open it.

Desktop Mac OS Application Install

Figure 4.4 Desktop Mac OS Application Install.
  1. Drag and drop VoIPstudio icon into Applications folder.

Linux

deb

Follow instructions below to install Desktop on Linux distribution using deb packages (Debian, Ubuntu, Mint etc.):

  1. Install the GPG key: wget -O - [http://repo.ssl7.net/repo/key](http://repo.ssl7.net/repo/key) | sudo apt-key add -
  2. Add repository: echo "deb [http://repo.ssl7.net/repo/voipstudio/stable/main/binary](http://repo.ssl7.net/repo/voipstudio/stable/main/binary) /" | sudo tee /etc/apt/sources.list.d/voipstudio.list
  3. Update and install: sudo apt-get update & sudo apt-get install voipstudio

Login

Softphone Application Login

Figure 4.5 Softphone Application Login.

To start making VoIP calls you need to login into Softphone application with your email and password (the same you use for web Control Panel). Enter your email address into field (1) and password into field (2). Click Login button (3) and verify there is a green icon app-online.png in your taskbar which indicates the application is running correctly - see Figure 4.6 below.

Softphone Application - status icon

Figure 4.6 Softphone Application - status icon.

Active Call Display

Softphone Application - Active Call

Figure 4.7 Softphone Application - Active Call.
  1. Shows dialpad to make use of DTMF (Dual Tone – Multi Frequency) for option selection or entering details on a call. This can be achieved by clicking or typing the keys 0 - 9, # or *
  2. Mute call.
  3. Toggle call recording, will show flashing red if call is being recorded.
  4. Transfer a call, once selected input destination and select Attended (Speak to Recipient of call first) or Blind (Instant) Transfer.
  5. Place call on hold.
  6. Ends the current active call.
  7. Click to expand call options.
  8. Click to Park a call. Click on Parking Lot to open contextual menu and furhter direct a call or retreive it.
  9. Click to add current active call to contacts.
  10. Start a Conference between 2 or more active calls. More Than one active call is required, can receive and make additional calls to conference.
  11. Click to save number to clipboard to easily paste/save.
  12. Displays Network statistics of active call.

Contacts

Softphone Application - Manage Contacts

Figure 4.8 Softphone Application - Manage Contacts.
  1. Click to Open Contextual Menu.
  2. Click do add new Contact.
  3. Select to show all offline contacts.
  4. Click Gear Icon to edit existing Contact.
  5. Icon Displays Other user/extension status, green online, amber away, red do not disturb and Grey Offline.
  6. Click to start chat with user/extension.
  7. Click to call user will display call state of extension/user red on call, grey available, yellow indicate incoming call.

Pick UP calls

Softphone Application - Pick Up

Figure 4.9 Softphone Application - Pick Up.

Click over phone status icon under contacts sections while phone is ringing (yellow status indicator) displays a contextual menu allowing to Pick Up ringing call.

  1. Click phone status icon while it is in yellow. Contextual menu will appear.
  2. Click Pick Up call

    Note: in order to be able to Pick Up a call appropriate rights must be managed.

Barge In

Softphone Application - Barge In

Figure 4.10 Softphone Application - Barge In.

Click over phone status icon under contacts sections while remote extension is on call (red status indicator) displays a contextual menu allowing to Barge In the desired call.

  1. Click Barge Call to connect and Listen to the active call.
  2. Silent Button will be Selected initially to indicate Callers cannot hear Listening Agent.
  3. Select Whisper to Speak to Agent only.
  4. Select 3-Way to Initiate a 3 way conference call.
  5. Select to end the Barge In call allowing Initial callers to remain connected.

    Note: In order to be able to Barge In a call appropriate rights must be managed as indicated here: https://voipstudio.com/docs/administrator/advanced/#callbarging

Settings

General

Softphone Settings General

Figure 4.11 Softphone Settings General.
  1. Click Gear Icon to Open Settings.
  2. Change number of minutes before Softphone changes to away status due to inactivity.
  3. Select to enable/disable automatic start of Softphone when Device starts up.

User Profile

Softphone Settings User Profile

Figure 4.12 Softphone Settings User Profile.
  1. Click Gear Icon to Open Settings.
  2. Edit First name or Identifier of User.
  3. Edit First name or Second Identifier of User.
  4. Edit login and voicemail email address of User.
  5. Edit or Enter User mobile number.
  6. Click Submit to complete and save any changes.

Password

Softphone Settings Password

Figure 4.13 Softphone Settings Password.
  1. Click Gear Icon to Open Settings.
  2. Enter Current Password for Authentication.
  3. Enter and Confirm new Password.
  4. Click Submit to complete and save any changes.

Incoming Call Options

Softphone Settings Incoming Call Options

Figure 4.14 Softphone Settings Incoming Call Options.
  1. Click Gear Icon to Open Settings.
  2. Select time before Incoming call is transfered to Destination if no answer setting.
  3. Enable or Disable Call Waiting.
  4. Select Action when incoming is not answered.
  5. Click Submit to complete and save any changes.

Voicemail

Softphone Settings Voicemail

Figure 4.15 Softphone Settings Voicemail.
  1. Click Gear Icon to Open Settings.
  2. Select to Enable Email Notification with Audio file of Message.
  3. Select to Enable Transcription of Message to Text.
  4. Click Add to upload a new Voicemail Greeting Message and Play to Listen to the currently selected Greeting.
  5. If Multiple Files are Uploaded the Active Message can be selected from the dropdown list.
  6. Click Submit to complete and save any changes.

Call Forwarding

Softphone Settings Call Forwarding

Figure 4.16 Softphone Settings Call Forwarding.
  1. Click Gear Icon to Open Settings.
  2. Click to Enable Call Forwarding.
  3. Click to Enable only direct calls being forwarded if Disabled Calls from Ring Groups and Queue`s will be forwarded too.
  4. Enable the use of # as confirmation of Forwarded call on receiving device.
  5. If a VoIP Phone is online a time can be set to ring VoIP Device first before Call Forward Starts.
  6. Select Remote(Callers) or Local(VoIP) Number to display as caller ID on Receiving Device.
  7. Add, Play or Upload Message played to caller before call is forwarded.
  8. Enter and add number(s) to forward calls to.
  9. If multiple numbers are selected to forward to a Ring Strategy can be used to change call distribution.
  10. Select how long Forwarded call will ring before going to No Answer.
  11. Select action to be taken is call is not answered.
  12. Click Submit to complete and save any changes.

Member of

Softphone Settings Member Of

Figure 4.17 Softphone Settings Member Of.
  1. Click Gear Icon to Open Settings.
  2. Displays all Pick Up Groups user is a member of.
  3. Displays all Ring Groups User is a member of.
  4. Shows all Queues User is a member of and allows user to log in and out of Queues.

Keyboard Shortcuts

Softphone Settings Keyboard Shortcuts

Figure 4.18 Softphone Settings Keyboard Shortcuts.
  1. Allows for quick use of the application through Keyboard combinations. These Shortcuts are global and will work even while the app is minimized or if working on a different tab/app.
  2. If any conflict occurs with a different application the Keys can be mapped as needed.

Audio Devices

Softphone Settings Audio Devices

Figure 4.19 Softphone Settings Audio Devices.
  1. Click Gear Icon to Open Settings.
  2. Change Microphone settings.
  3. Change Call Audio Settings.
  4. Select Ringer Device.
  5. Select Webcam or other Video Device.

Advanced

Softphone Settings Advanced

Figure 4.20 Softphone Settings Advanced.
  1. Click Gear Icon to Open Settings.
  2. Select from the Dropdown list a new Zoom level to increase size of text and buttons, after new Zoom is selected Window might need to be resized.
  3. Enable Automatic Update Checks.
  4. Enable to have more compact view of Active Call.
  5. Call and Softphone Window will always be at front of other windows or applications.
  6. Enable to use Default Gateway settings only.

Options Panel

By clicking button tagged as 1 drop down list will expand and allow to:

  1. Quick access to the Web Dashboard.
  2. Access to the Help section.
  3. Logout from the Desktop application.
  4. Quit to close the application.

Softphone Options panel

Figure 4.21 Softphone Options panel.

Help menu

From within Softphone Help menu you have access to:

  1. Check current release and search for softphone Updates.
  2. Open and reply to current support tickets.
  3. Several troubleshooting and debug tools.

Softphone Help panel

Figure 4.22 Softphone Help panel.

Troubleshooting

Below is a listing of commonly asked questions, answers and basic troubleshooting steps for the Desktop application.

Invalid email / password

"Wrong email/password entered" message displayed when I try to login.

Make sure the email address and password is the same you use to login into a Control Panel at https://voipstudio.com/login/. If you forgot your password, go to https://voipstudio.com/recover-password/ and we will send a new password to your email address.

Firewall

"Firewall error" message displayed when I try to make calls.

Softphone WebRTC Test

Figure 4.23 Softphone WebRTC Test.

Some ISPs (Internet Service Providers) block UDP ports which are required for our Softphone Application to work. To check if your PC can successfully connect to our network:

  1. Click main menu icon.
  2. Select Help from the contact menu.
  3. Select Troubleshooting... from Help sub-menu.
  4. Click WebRTC Test tab.
  5. Click Start Test button.

After few moment you will see list of ports being tested. If any shows connection and Failed you will need to inspect your firewall / router configuration and/or contact your Internet Service Provider to have ports unblocked.

Reporting a problem

Softphone report problem

Figure 4.24 Softphone report problem.

To report a problem with a softphone application or calls made / received:

  1. Click main menu icon.
  2. Select Help from the contact menu.
  3. Select Report a problem from Help sub-menu.
  4. Enter details of the issue. If problem relates to a particular phone call make sure to include date and time of the calls and number dialed (for outbound calls) or Caller ID for inbound calls.
  5. Click Submit button to open Support Ticket.
Click to Chat