Migration from Softphone.Pro to Team Dashboard

If you're migrating from Softphone.Pro to the Team dashboard and want Agents to retain their current settings, follow this step-by-step guide.

Let's assume you have configured Softphone.Pro installations on your Agents' computers. You've requested Softphone.Pro Team trial but haven't configured it yet.

1. Pick settings storage location

Decide where to store your Agents' softphone settings:

• On Agents' local computers;
• In the Team service dashboard (recommended).

1.1. Local settings storage

You can keep settings on Agents' computers. Go to Settings - Softphone.Pro - General settings, uncheck Enable provisioning wizard, and click Save:

This way, Agents' softphones will retain current settings (except for license key). You can later modify user configuration files in the dashboard using this guide.

By default, only the License Key section in application settings will be hidden. Check this guide to see how to hide other sections.

If using local storage, skip step 3 of this manual.

1.2. Team Dashboard storage

We recommend this approach because:

• Agents and Supervisors can't modify softphone settings (SIP accounts, interface, statuses, After-Call Work tags, etc.);
• Team admins can configure general settings for all users;
• You can show/hide specific settings for specific users or generally using the [Restrictions] section;
• Restricted settings are always up-to-date as they load from the Team dashboard.

Please note that restricted settings aren't stored locally - they always load from the Team dashboard. If undefined there, default values from the config file apply.

2. Add Users and Teams

Add users with appropriate permissions:

• Add Agents;
• Add Supervisors.

When using Team Dashboard for settings storage specify Agents' SIP credentials during setup (guide). Take their values from their current Softphone.Pro SIP settings.

Create Teams and assign their Supervisors.

3. Configure user softphones in Team Dashboard

Skip this step if using local storage (section 1.1) and proceed to 4. Send invite emails.

This guide requires Admin or Admin (no subscription management) access to the Dashboard.

3.1. Go to Settings - Softphone.Pro - General Settings.

3.2. Configure general settings (see detailed guides):

• SIP accounts;
• Statuses;
• After-Call Work;
• Webcam monitoring and screen recording;
• Other settings.

Use values from Agents' current Softphone.Pro configurations.

3.3. To set up multiple SIP accounts per Agent follow this guide.

3.4. To migrate CRM integrations, copy [CrmAccount] sections from local config files to user configs in Team dashboard.

3.5. Configure additional Team features:

• contacts presence indication (BLF);
• call pickup;
• recognizing third-party click-to-call;
• Messaging (SMS);
• hiding caller ID for incoming calls.

3.6. See more Softphone.Pro Team features in our knowledge base.

4. Send invite emails

After adding users, send them invites from the Team dashboard.

4.1. As an Admin, go to Settings - Users.

4.2. Select target Supervisors/Agents and click Send invitation:

4.3. Recipients will get email with installation links and login credentials:

4.4. Agents must download the app and install it over existing Softphone.Pro to link to your Team service.

Backup current settings first as described here.

4.5. After installation, log in using invite credentials:

4.6. Invites include Team dashboard links. Supervisors can monitor their Teams, view call logs and analytics. Agents have limited access. See User roles for details.

Migration from Softphone.Pro to Team Dashboard is complete.

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