Cloud Softphone for Desktop

Cloud Softphone for Desktop

Overview


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 Set Up 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.
InfoPlease 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. 



Warning
Do NOT make any changes to your username or password in the 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, there are a number of tabs: Keypad, Contacts, History, Messages, and UC User. Below that are your Do Not Disturb toggle, access to the app settings, and a connectivity status indicator.

                          


Keypad


The Keypad tab is the main landing page when you open the Softphone Desktop app. From here, you can make calls, send messages, check voicemail, and access other key features.




Making a phone call:
  • Manually dial the number using either the on-screen keypad or your computer’s number pad, then click the green Call button.
  • Quickdial contacts: Click one of your Quickdial (speed dial) entries to call that contact instantly.
  • Tip: You can quickly correct mistakes while dialing by using your keyboard’s backspace key.

Once a call has connected:

After the other person has answered and the call is active, additional in-call controls become available:


  • Mute/unmute yourself using the microphone icon ()
  • Enable/disable speakerphone by clicking the speaker icon ().
  • Put the call on hold () to pause the conversation.
  • Transfer the call: choose a regular transfer  (announce the transfer before connecting) or a blind transfer  (connect without announcement).
  • Reaccess the keypad () for numeric input (useful for IVR menus or conference lines).
  • Add another caller () to create a multi-person call.
InfoNote: The Hold, Transfer, and Add Caller options only appear once the call is connected and the other party has answered.

Active Call list:

If you are on an active call, you will see an “Active Calls” list above your Quickdial contacts. This allows you to quickly confirm if a call is still in progress.

Sending a text from the Keypad:

Click Start Chat at the top of the screen, or type the number into the keypad and click the message icon at the lower left.

Checking voicemail:

Click the voicemail icon in the lower center of the keypad, or dial *97 to access your voicemail box.


Contacts


The Contacts tab allows you to view, add, and organize contacts from multiple sources.



Switching contact lists:
  • Use the dropdown menu at the top to toggle between Quickdial, Address Book, and Remote Phonebook.



Adding Quickdial contacts:

Click the plus icon () at the top left and fill out the pop-up form (name, phone number, and optional BLF setting).



Reordering Quickdial contacts:
  • Click the two horizontal lines () at the bottom of the page to enter Edit Mode.
  • Drag and drop contacts into your preferred order.


History


The History tab stores your call logs — incoming, outgoing, and missed.



Viewing history:
  • Click on a call to view your history with that contact.
  • Use the clock icon () in the top right to sort calls by All, Outgoing, Incoming, or Missed.



Other actions:
  • Call a contact directly by clicking the phone icon () at the top right.
  • Delete call history for a specific number or all numbers using the trash icon () at the top right.
  • Start a new text message by clicking Start Chat () at the top.


Messages

The Messages tab displays your SMS and MMS conversations sent through your business phone number.



New Text Message:
  • Click on a contact's name to open the conversation thread.
  • Click Start Chat at the top to begin a conversation with a new contact.

Composing a Message:
  • Type your message in the text box at the bottom, or click the microphone icon () to record a voice memo.
  • Click the green arrow () to send, or press Enter/Return on your keyboard.
    • Tip: To create a new line without sending the message, press Shift + Enter.
  • Attach photos, documents, or other files by clicking the page icon ().
  • Insert emojis using the smiley face icon ().

Message Thread Tools:

At the top of an open conversation, you can:
    • Call the contact ()
    • Sort messages by all, incoming, or outgoing ()
    • Delete the conversation history ()




UC User


The UC User tab allows you to view and manage features tied to your phone extension, such as call forwarding, dynamic CallerID, and visual voicemail.



Accessing UC User:
  • Enter your voicemail auth PIN when prompted.
    • If you don’t know your auth PIN, contact your administrator.
  • Administrators can find the PIN by logging into Qvara → UC Admin → Extensions & Devices → Extensions → Voicemail tab → Access and Security.

Available actions:
  • Call Forwarding
    • Enable or disable call forwarding.
    • Edit your call forwarding destination.
  • Dynamic CallerID
    • View your CallerID options (if any)
  • Visual Voicemail
    • View voicemail transcripts
    • Manage (delete) old voicemails as needed 



Do Not Disturb (DND)


The half-moon icon in the lower left toggles Do Not Disturb mode.
  • Outline only (): DND is off.
  • Filled moon (): DND is on, and calls/messages/alerts are muted.


Settings


Click the gear icon () in the lower left to open the settings menu. Options include:
  • About: View app version and details.
  • Account Setup: Edit username and password. 
    • WARNING: Do NOT make any changes to your username or password in the Account Settings section once you've logged into the app. Doing so will cause your app to stop working.
  • Notifications: Set ringtone and text tone.
  • Sound: Configure the microphone, speaker, volume levels, and noise suppression settings.
  • Call Recording: Enable/disable automatic recording, set retention period, enable warning beeps.
  • Controls: Configure startup options, default calling app, language, and troubleshooting tools.
  • Troubleshooting: Export, clear, or view SIP logs.
  • Log Out: Sign out of the app.
  • Reset Application: Reset to default settings.


Troubleshooting Tips


  • If your softphone is not ringing, make sure Do Not Disturb is NOT turned on.
  • 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 (grey_SIP_icon.png) will be gray.
 

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