Softphone.Pro provisioning in Team
Enable Softphone provisioning if you want to manage softphone settings in Team. You can find general provisioning settings on Settings - Softphone.Pro - General settings page.
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:
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 the softphone settings you define in Team are added to configuration file with System configuration templates. Team adds System templates for every new user on his or her 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:
Team doesn't update or add System configuration templates to Agent's softphone configuration file if it's not empty. Anyway you can still use System configuration templates for those Agents: just copy include tags for the required system configuration templates to Configuration file editor manually.
System configuration template names start with _ prefix. Below you can find brief description of all the System configuration templates:
| _Restrictions | It makes settings hidden, so Agent can't see them on Softphone.Pro Settings window. It contains the [restrictions] section parameters: DisplaySettingsRestriction, SipSettingsRestriction, SipAccountsSettingsRestriction, CustomStatusesRestriction, CallTagsRestriction, LicenseSettingsRestriction. |
| _SipSettings | SIP general settings. It contans SoftphonePro.ini parameters from [AppSettings] section: AudioCodecs, EnableCallWaiting, AutoAnswer, SaveRecords. |
| _Account1 | SIP account settings. It contans SoftphonePro.ini parameters from [SipAccount1] section: Name, Server, Proxy, Domain, AuthId, Username, Password, DisplayName. |
| _ACW | After call work (ACW, call wrap-up). It contans SoftphonePro.ini parameters from [AppSettings] and [CallTag] sections: PostProcessingWindowEnabled, PostProcessingStatus, Name. |
| _Statuses | Status behavior and custom statuses. It contans SoftphonePro.ini parameters from [AppSettings] section: SetSipBusyHereForNA, SetSipBusyHereForAway, UserIdleSetAway, UserIdleSetOnline, UserIdleTime. |
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 enabe Softphone configuration provisioning when Agents don't handle calls.
1. Open Settings - Softphone.Pro - General settings page and define SIP server settings:
2. Check out other settings on that page and update if needed. Click Save button to save settings:
Define SIP login and password for Agents
1. Define SIP login and password for every Agent on his or her Softphone.Pro tab:
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.
2. Define template Name and add the following configuration section in Template editor:
[ExternalEventReceiver1] EventType=IncomingCallStarted AppType=LocalBrowser Link="http://example.com?event=%EVENT%×tamp=%TIMESTAMP%&direction=%DIRECTION%&login=%LOGIN%&server=%SERVER%&number=%NUMBER%&callername=%CALLERNAME%&applogin=%APPLOGIN%&header=%HEADER1%" InputName= SipAccount=0
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:
5. Open Softphone.Pro tab and copy your new template to a clipboard by clicking the Copy button:
6. Paste template snippet in the Configuration file editor:
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:
2. 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=siperver.com Proxy= Domain= AuthId= Username=Doctor Password=secretpassword DisplayName=Doctor Dolittle PublicAddress= LocalPort= RegisterTimeout=300 SRTP=None Transport=Auto CallTransferMode=Sip CallTransferDTMF= CallPickupDTMF= PublishPresence=0 RtpPortStart= RtpPortEnd= STUN= ICE=0 AllowIpRewrite=0 RegisterOnStartup=1 IsDefault=0 KeepAliveTimeout=15 RingingSound=
4. Click Save button to save settings.
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.
Agents can use multiple SIP accounts and switch between them as described in this article.