Cloud Softphone for a desktop computer allows a user to make and receive phone calls using their business phone number, check voicemail messages, send and receive text messages, call other extensions, and transfer calls.

How to setup Cloud Softphone for Desktop

Once you've chosen to use Cloud Softphone for Desktop, your phone system administrator will send you a system generated email with the sender being no-reply@primevox.net. This email will contain your username and password as well as two install links; one for Windows and the other for Mac OS.

Windows Download Link: https://pbx.primevox.net/desktopapps/CloudSoftphone.exe
MacOS Download Link: https://pbx.primevox.net/desktopapps/CloudSoftphone.dmg

Please note: some browsers or email clients will initially block the install wizard from appearing when clicking on the links as a security feature. To bypass the feature, simply right click on the link and select "copy link address," then open a new browser window and paste the copied information into the address bar.

After the app has finished installing, you will be brought to the login page. Here you will enter the username and password provided in your invitation email. Do NOT make any changes to your username or password in Account Settings section once you've logged into the app. Doing so will cause your app to stop working.

Navigating around the App

On the navigation panel on the left, the there are three main app pages: Dialpad, Contacts and Recent. Below that are your Do Not Disturb toggle, access to the app settings, and a connectivity status indicator.

Dialpad

The app defaults to the Dialpad page when it first launches. This page allows you to make a call, send a text message, check voicemails, and access your quick dial options.

Recent

The Recent page allows you to see and search your call and messaging history.

When selecting a call record, the details of the call and any text messages exchanged with that number will be displayed.

Contacts

The Contacts page gives you access to your company directory and any user created list of quick dial options that are later added to your dial pad screen.

Features available while on a call

Incoming calls will appear in the app, as well as a push notification. Once a call connects, your phone will display the following screen:

On this screen you can...

• Mute a call ()
• Turn on speaker ()
• Transfer a call ()
• Add a call for a conference call ()
• Place a call on hold ()
• Record a specific call ()

Note:  You may disregard Att. transfer () as this function is disabled by default. We recommend using call park instead.

Activating and deactivating Do Not Disturb

If you would like to silence your Cloud Softphone, you can toggle on and off do not disturb by clicking the moon icon near the bottom of the navigation bar. You will still receive calls as normal on the other devices associated with your extension number, like a physical desk phone. 

Resetting Cloud Softphone for Desktop

If the app needs to be reset, select the gear icon near the bottom of the navigation bar to open the settings window. Click Reset near the bottom of the settings navigation bar, then select “yes” from the popup box. Contact your system administrator to receive new app credentials.

Troubleshooting Tips

• If your softphone is not ringing, make sure DND is not turned on.
• Be sure that the app is connected. If the app is not connecting to the PrimeVOX system due to poor signal, the connectivity status indicator will have a grey or red circle icon instead of green.