Overview

Downloading Cloud Softphone on an android

1. Open the Google Play Store, or the preferred App store of your device and search for "Cloud Softphone". The icon will look like the image below:

2. Once installed, open the app and select "Scan QR". This is located just below the username and password fields.

1. Note: A QR Code can be obtained from your phone system's administrator. The QR Code is NOT to be shared as it is unique and a one-time use.
   

3. Allow the app to access your camera and point the phone's camera at the QR Code you received.

4. Allow the app to use your microphone. You can force your phone to prompt you to allow this by making a test call.

Navigating Around the App

1. Quickdial: Add, edit, or remove frequently called contacts (also known as speed dial).
   
2. History: View, delete, or export call history, including all calls, missed calls, and recorded calls.
   
3. Keypad: Manually dial numbers to place phone calls.
   
4. Contacts: Access your company’s directory as well as personal contacts from your device (if permission was granted during setup).  
   
5. Messages: Send and receive text messages using your business phone number
   
6. UC User: Enter your voicemail PIN to access your extension portal and manage call forwarding
   
   
   

Quickdial

The Quickdial tab () is also known as speed dial. Here you can create contacts, internal or external to your phone system, that you dial often.

1. Open the Cloud Softphone app and navigate to the Quick Dial tab on the upper left. 

2. Tap the plus () button in the lower right corner of the screen.

3. There are two ways to add contact information:

1. Manual Entry: Enter the name (title) and either the phone number or SIP address of the new contact.
   

1. Select from Directory: Tap the add person icon () on the upper right, then:
   
1. Select a contact from your Address Book, or
   
2. Tap Remote Phonebook at the top of the screen.
   

5. Optional: Tap the camera icon () to add a contact photo if desired. You can take a photo or select from your camera roll.

6. Once the contact information is entered, tap the check mark () at the top right to save.

1. Tap the three vertical dots () at the upper right corner.

2. Tap Edit Mode from the dropdown list.

3. Tap the contact’s icon that you want to modify.

4. Update the name or number as needed, then tap Save.

5. To delete a contact from your quick dial list, tap the “X” on the left of the contact’s icon.

1. To place a call from your quick contacts, just click on the icon of the person you wish to call
   
2. Click the three vertical dots at the top right to:
   
1. Switch between grid and list view of your quickdial contacts
   
2. Import favorite contacts
   
3. Access the main settings page (see the Settings section below)
   
3. Enable Do Not Disturb by clicking your extension icon (e.g. ) at the top left and clicking the "Do Not Disturb" toggle (green = enabled, gray = disabled)
   
1. Note: this can be accessed from the History and Keypad tabs as well, not just the Quickdial tab.
   
   
   
   
   

History

The History tab () provides quick access to your complete call log, allowing you to view, search, delete, or export call history.

1. View Call Details: Tap the Information icon () next to a call entry to see detailed call information.
   
2. Search Calls: Click the search icon () at the top of the screen to locate a specific phone number or contact.
   
3. Click All Calls () at the top right to filter between All, Missing, or Recorded calls. 
4. Tap the three vertical dots () at the top right to access:
   
1. Clear Call History: Select all or specific calls for deletion. 
   
2. Edit Mode: Enter edit mode to make changes to your call history list.
   
3. Settings: Quickly access the main settings page from here (see the Settings section below).
   
5. Do Not Disturb (DND): enable or disable 'DND' by clicking your extension icon (e.g. ) at the top left and clicking the "Do Not Disturb" toggle (green = enabled, gray = disabled)
   
1. Note: this can be accessed from the Quickdial and Keypad tabs as well.
   
   
   
   
   

Keypad

The Keypad tab () should open when you first launch the app. From here, you can manually dial phone numbers, place calls, access voicemail, and navigate to additional in-call features. You can also save new contacts, use quick call controls, and open the app’s main settings menu.

1. Placing a Call:
   
1. From the Keypad tab, manually dial the phone number.
   
2. Tap the green phone button () in the lower right to start the call.
   
3. Use the back arrow () on the right to delete mistyped numbers.
   
   
   
   
   
   
   
2. In-Call Navigation Options:
   
1. Once a call has started, the following options are available:
   
1. Home: Tap the home icon () to return to the app’s main keypad page and navigate to other tabs.
   
1. Note: You will remain connected to the call. Tap the green “Return to Call” bar at the top of the screen to go back to the active call screen at any time.
   
2. Mute/Unmute: Tap the microphone icon () to mute or unmute yourself.
   
3. Speakerphone: Tap the speaker icon () to enable or disable speakerphone.
   
4. Videocalling: Tap the camera icon () to enable or disable video calling.
   
5. Keypad: Tap the keypad icon () to re-display the dial pad (needed for IVR menus or other numeric input during a call).
   
6. Call Recording: Tap the record button () to begin recording the call.
   
1. Recorded calls will appear in the History tab under “Recorded Calls", or can be emailed to a selected email (see Viewing Additional Settings below to see how to set up email forwarding)
   
7. Call Information: Click the information icon () on the right to see call details such as signal strength, call state, network, codecs, account, jitter, packet loss, and round-trip time.
   
2. After the other person has answered and the call is active, you will see additional in-call controls:
   
1. Hold: click the hold icon () to pause the conversation.
   
2. Transfers: choose an attended transfer () to speak to the recipient before connecting, or a blind transfer ()  to connect immediately without speaking to the recipient first.
   
3. Add Caller: click the Add Call icon () to create a multi-person call.
   
   
   
   
   

Note: The Hold, Transfer, and Add Caller buttons will only appear after the call is connected and the other party has answered.

Checking Voicemail:

1. You can check your voicemail in two ways:
   
1. Tap the blue voicemail button () in the bottom left of the keypad screen.
   
2. Dial *97 to call your voicemail directly.
   
2. Follow the prompts to listen to, repeat, and/or delete any voicemails.

1. Tap the three vertical dots () in the top right to access the main settings page (see the Settings section below).

The Contacts tab () pulls from your company's address book as well as your phone's contacts if you allow the app to do so.

1. Tap on the three vertical dots () at the top to switch between address books, or click the search icon () to look up a specific contact.
   

1. Tapping one of the icons next to the contact will:
1. Start a new call ()
   
2. Start a new video call ()
   
3. Start a new text message thread ()
   

Messages

The Messages tab () allows you to send and receive text messages using your business phone number. This keeps your personal number private while allowing you to communicate from anywhere.

1. View a list of all active conversations.
   
2. Tap on a conversation to open the message thread and continue texting.
   
3. Tap the three vertical dots () in the top right to access additional settings:
   
1. New Message: click to start a new conversation thread.
   
2. Mark all as Read: mark all messages as "read", regardless of if they have been opened.
   
3. Clear Message History: click to delete all text messages.
   
4. Edit Mode: click to select individual conversations for deletion.
   
5. Settings: click to access main settings page (see Settings below). 
   
4. Tap the plus icon () in the lower-right corner to start a new conversation.
   
   
   

1. Tap the plus icon () in the lower-right corner, or click the three vertical dots () in the upper-right corner, to start a new message thread.

2. Enter the recipient’s phone number manually or tap the Remote Phonebook icon to select a contact.

3. Type your message into the text box at the bottom of the screen. 

4. (Optional) Tap the Paperclip icon () in the lower-right corner to attach images, documents, or record and send a voice message.

5. Tap the Paper Plane icon () in the lower-right corner to send your message.

UC User

Settings

Tap the three vertical dots () in the top right of the Quickdial, History, Keypad, or Messages tabs, then click Settings to open the Settings menu. Available features include:

1. Account Setup
   
1. Edit your username and password.
   
2. Preferences
   
1. Ringtone: Change ringtone, text tone, and on-screen text tone.
   
2. Sound: Configure audio options such as echo suppression, noise suppression, microphone volume boost, playback volume boost, keypad volume, video speaker mode, and Bluetooth support.
   
3. Call Recording: Enable/disable automatic call recording, split participant channels, choose recording format, set auto-delete, enable warning beep, and configure recording destinations (email address or upload URL).
   
4. Call Forwarding: Enable/disable forwarding and configure forwarding options.
   
5. Number Rewriting: Tap the blue + in the upper right to add a new rule, or tap Edit to modify/delete existing rules.
   
6. Network: Set network priorities for RTP and configure network change strategy.
   
7. Controls: Choose softphone as default app, configure headset button actions, show/hide globe button, and set GSM call behavior.
   
8. Do Not Disturb: Add DND rules (time intervals, weekdays, include/exclude unknown contacts, comments, enable/disable).
   
1. Note: Enable or disable 'DND' quickly by clicking the "SIP Softphone" icon at the top left and clicking the "Do Not Disturb" toggle; this can also be done from the Quickdial and History tabs.
   
9. Contact Sort Order: Sort contacts by native, first name, or last name.
   
10. Additional Toggles: Auto-start video calls, log SIP traffic, change app language, view SSL exceptions.
    
3. About: View the app version.
   
4. Usage: Check talk time and call counts for this month, last month, and total; reset metrics if needed.
   
5. SIP Log: Used for troubleshooting; clear, copy, or share logs.
   
6. Log Out: Sign out of your account.
   
7. Reset Application: Restore the app to its default settings.

Troubleshooting Tips

1. If your softphone is not ringing, make sure Do Not Disturb is NOT turned on.
   
2. Be sure that the app is connected. If the app is not connecting to the Primevox system due to a poor signal, the SIP Softphone icon () will be gray.