Softphone.Pro provisioning in Team

Enable Softphone provisioning to manage softphone settings in Team. You can find general provisioning settings on Settings - Softphone.Pro - General settings page:

Enable provisioning

Agents don't need to set up their softphones once the Softphone provisioning feature is enabled: softphone desktop apps will receive and update their settings automatically on start. Agents will see the "please restart" message once you update softphone settings in Team:

Restart notification of Softphone.Pro

How softphone provisioning works

Team generates SoftphonePro.ini configuration file for each Agent. It merges general settings defined on Settings - Softphone.Pro - General settings and Agent personal settings on Edit user - Softphone.Pro tab.

All softphone settings you define in Team are added to configuration file with System configuration templates. Team adds System templates for every new user to their Softphone.Pro tab. Team replaces System configuration templates with a specific configuration sections and parameters only if Softphone provisioning is enabled.

Delete System configuration template from softphone configuration file if you don't want to use it:

Delete system template tag

System configuration template names start with _ prefix. Below you can find brief description of all the System configuration templates:

_Restrictions Hides settings from Agents in Softphone.Pro Settings window.
Contains the [Restrictions] section parameters:
DisplaySettingsRestriction, SipSettingsRestriction, SipAccountsSettingsRestriction, CustomStatusesRestriction, CallTagsRestriction
_Account1 SIP account settings of Agent.
Contains [SipAccount1] section parameters:
Name, Server, Proxy, Domain, AuthId, Username, Password, DisplayName
_SipSettings Additional SIP settings.
Contains the following SoftphonePro.ini parameters from [AppSettings] section:
AudioCodecs, EnableCallWaiting, AutoAnswer, SaveRecords
_Statuses Status behavior and custom statuses.
Contains the following SoftphonePro.ini parameters from [AppSettings] section:
SetSipBusyHereForNA, SetSipBusyHereForAway, IgnoreInboundCallIfStatusNA, IgnoreInboundCallIfStatusAway, UnregAccsForNA, UnregAccsForAway,UserIdleSetAway, UserIdleSetOnline, UserIdleTime, and [CustomStatus] sections of added custom statuses.
_ACW After call work (ACW, call wrap-up).
Contains the following SoftphonePro.ini parameters from [AppSettings] and [CallTag] sections:
PostProcessingWindowEnabled, PostProcessingStatus, AfterCallWorkTimeout, and [CallTag] sections for after call work tags.
_HideIncomingNumbers Contains parameters for hiding caller ID from Agents on incoming calls:
HideCallerIDForInboundCalls, HiddenCallerIDTemplate
_Messaging Contains messaging parameters:
MessagingEnabled, MessagingProtocol, MessagingHttpApiUrl, MessagingHttpApiSecurityToken
_Camera Contains webcam monitoring parameters:
CameraRecordingEnabled, CameraRecordingIntervalSec
_ScreenRecording Contains screen capture parameters:
VideoRecordingEnabled, VideoRecordingFramerate

Softphone general settings

Enabling softphone provisioning will delete Softphone.Pro local settings stored on Agent computers, namely license key, SIP settings and SIP accounts, status and ACW settings.
Softphone.Pro desktop apps stop working immediately if you leave SIP account settings empty in Team. It's recommended to enable Softphone configuration provisioning when Agents don't handle calls.

What follows is the general softphone settings in Softphone.Pro Team Dashboard divided into sections. These settings are passed into system templates shared by all Agents. Configure them on the Settings - Softphone.Pro - General settings page.

SIP account settings

In the SIP server section, enter connection details:

SIP server connection details

  • Account name: account name displayed in the app for all Agents.
  • Server: SIP server IP or hostname (default port: 5060). If you need to set another port use this example: sip.example.com:5061.
  • Domain: SIP domain.
  • Proxy: SIP proxy (Outbound proxy).

In the SIP settings section, configure additional SIP options:

Additional SIP settings

  • Audio codecs: codecs used by Softphone.Pro (separate with spaces).
  • Enable call waiting: enables call waiting feature (if supported by PBX).
  • Enable inbound call auto-answer: enables auto-answer for incoming calls.
  • Start call recording automatically: enables call recording in the app. Recordings are available in Team Dashboard in the Call Log.

Status settings

In the Statuses section, configure softphone behavior for different statuses (including custom statuses):

Status settings

  • Enable Auto-Away: switches to "Away" status after Agent inactivity.
  • Set "Away" status when inactive for (min): time in minutes before switching to "Away" status.
  • Unregister SIP if status type is "Away": disables SIP registration on PBX for "Away" statuses.
  • Unregister SIP if status type is "Busy" or "On call": disables SIP registration on PBX for "Busy" statuses.
  • Reject inbound calls if status type is "Away": when in "Away" status the app rejects calls with "486 Busy Here". Logs calls to Softphone.Pro and Team Dashboard as missed calls.
  • Reject inbound calls if status type is "Busy" or "On call": when in "Busy" status the app rejects calls with "486 Busy Here". Logs calls to Softphone.Pro and Team Dashboard as missed calls. Doesn't take effect if call waiting is enabled.
  • Ignore calls in "Away": calls ignored in "Away" status are not logged to Softphone.Pro and Team Dashboard.
  • Ignore calls in "Busy" or "Talking": calls ignored in "Busy" status are not logged to Softphone.Pro and Team Dashboard.

After Call Work settings

In the After Call Work section, configure after call work:

After call work settings

  • Enable "After Call Work": enables After Call Work window.
  • After Call Work status: app status during After Call Work.
  • Call tags (disposition codes, wrap-up codes): Agents can tag calls with a special tag in the post-processing window.
  • After Call Work timeout, sec.: if non-zero ACW window will close automatically after timeout in seconds is lapsed.

Webcam monitoring and screen recording

In the Always-on webcam monitoring section, enable webcam capture for Supervisor monitoring of Agents. In Screen recording, enable screen capture which is sent to Team Call Log:

Webcam monitoring and screen recording settings

  • Enable always-on webcam monitoring: captures Agent's webcam.
  • Take a picture every, sec.: frequency of snapshots (recommended: 60 seconds).
  • Enable screen recording: saves Agent screen recordings to Team.

Miscellaneous settings

In the Call Monitoring Feature Codes section, set PBX numbers for listen/whisper/barge features:

Listen/whisper/barge settings

Se more in Listen, whisper and barge article.

In the Hiding caller ID for incoming calls section, hide incoming call numbers from Agents:

Hide incoming numbers

More info here.

In the Messaging section, configure SMS sending:

SMS settings

Define SIP login and password for Agents

1. Define SIP login and password for every Agent on their Softphone.Pro tab:

Agent SIP account

  • Login: SIP username (User, Account, Login, SIP User);
  • Password: SIP password;
  • Display Name: usually displayed as caller ID for internal calls;
  • Authentication name: if not set Login is used for SIP register (Authorization name).

2. Click Save button to save settings.

Using configuration templates

You can create your own configuration templates and use them together with Softphone configuration provisioning.

Example 1: How to set up screen pop-up

1. Open Settings - Softphone.Pro - Advanced settings page and click Create configuration template button:

Create configuration template

2. Define template Name and add the following configuration section in Template editor:

[ExternalEventReceiver1]
EventType=IncomingCallStarted
AppType=LocalBrowser
Link="http://example.com?event=%EVENT%&timestamp=%TIMESTAMP%&direction=%DIRECTION%&login=%LOGIN%&server=%SERVER%&number=%NUMBER%&callername=%CALLERNAME%&applogin=%APPLOGIN%&header=%HEADER1%"
InputName=
SipAccount=0

New configuration template

Parameter descriptions with possible values are described in the linked manual.

3. Click Save button to save configuration template.

4. Open Settings - Users page and click on Agent's name to open his or her edit page:

Open agent profile

5. Open Softphone.Pro tab and copy your new template to a clipboard by clicking the Copy button:

Copy template tag

6. Paste template snippet in the Configuration file editor:

Paste template tag

7. Click Save button to save configuration file.

8. Agent will see the "please restart" message in his or her Softphone.Pro desktop app. Softphone.Pro will load an updated configuration file after restart.

Modifying configuration file

You can also add configuration sections and parameters on Softphone.Pro tab.

Example 2: How to add second SIP account

1. Open Settings - Users page and click on Agent's name to open his or her edit page:

Open agent profile

2. Open Softphone.Pro tab:

Open Softphone.Pro tab

3. Add SIP account configuration section in the Configuration file editor. Find more on [SipAccount] configuration section in SoftphonePro.ini configuration file knowledge base article.

[SipAccount2]
Name=SIP account 2
Server=sipserver.example.com
Proxy=
Domain=
AuthId=
Username=Doctor
Password=secretpassword
DisplayName=Doctor Dolittle
PublicAddress=
LocalPort=
RegisterTimeout=300
SRTP=None
Transport=Auto
CallTransferMode=Sip
CallTransferSipMethod=TransferNow
CallTransferDTMF=
CallPickupDTMF=
PublishPresence=0
RtpPortStart=
RtpPortEnd=
FirewallTraversalMethod=STUN
AllowIpRewrite=0
RegisterOnStartup=1
IsDefault=0
KeepAliveTimeout=15
RingingSound=
SipId=002
CallDialingExpression=

Edit configuration file

4. Click Save button to save settings.

5. Agent will see the "please restart" message in his or her Softphone.Pro desktop app. Softphone.Pro will load an updated configuration file after restart.

Agents can use multiple SIP accounts and switch between them as described in this article.

See all articles