InfinityOne Softphone

1. Introduction

The InfinityOne Softphone allows you to make and take calls directly from a supported web browser and it behaves similar to a Nortel IP phone. This guide provides a description of how to use your InfinityOne Softphone. To obtain a list of supported features and usage, see Feature Guides.

2. Configuring the InfinityOne Softphone

Please see Enable and Register Softphone for details. 

3. Device Settings

You will need to connect the desired input and output audio devices to your computer to be used with the Softphone. You can use the computer's built-in speakers and microphone or you can connect your own microphone and/or headset. Go to Right Icon bar - Device Settings for a description of how to configure your input and output devices.

Note that only USB headsets are supported with the InfinityOne Softphone. Bluetooth devices are currently not supported.

4. Controls and Buttons

Depending on the theme selected for the softphone, the colour and layout may be different, but the control/button icons will be consistent across all themes.
With the Compact theme, all buttons are displayed on one page, there is no SHIFT key. With the Legacy theme, use the SHIFT key to access additional controls and buttons.

The list of controls and buttons are listed below:

Icon Name Description
Logout To logout of the client.
Keyboard Shortcuts Displays a list of keyboard shortcuts.
  Message Waiting Indicator (MWI) The red button turns ON when there is a new voice message.
  Message Waiting Indicator for General Voicemail box The blue button turns ON when there is a new voice message in the general voicemail box. (See Voicemail Message Indicator on how to configure a general voicemail box.)
The button also flashes when the client is initializing.
Volume control Click on the UP/DOWN arrow to increase/decrease the volume.
Mute To MUTE/UNMUTE the call. When MUTE is on, the light beside the icon is turned ON.
Hangup To disconnect a call.
Handsfree To make or accept a call on handsfree.
Can also be used to switch between handsfree and headset.
Headset To make or accept a call on headset.
You need to first configure a headset to be used with the client before this button can be used.
Can also be used to switch between handsfree and headset.
Hold Used during a call to place the call ON and OFF hold.
Shift To toggle the interface to display additional buttons and controls.
This key is not available when using Classic and Slim themes.
Dialpad To toggle the interface to display the dialpad.
This key is not available when using Classic and Slim themes.
RESERVED Reserved for future implementation.
Cancel To cancel out of an operation.
Settings To access the settings page.
Message To access voicemail box for this user.
Record Used during a call to turn recording ON/OFF.
Favorites To access the favorites list.
Portal To access the User Portal.
A new window will be opened in the browser for the user portal.
Directory To access the system directory.
Services To access the list of features that can be invoked.
History To show the history of Missed, Received and Placed calls.
Navigation pad Use the UP/DOWN/LEFT/RIGHT arrow keys to navigate through menu selections and the center ENTER key to select.
Softkey There are 4 softkeys available and the functions provided will depend on what is configured by the administrator and the call state.
Programmable key The number of programmable keys displayed will depend on the number of keys configured under Settings. The number of keys supported range from 6 to 120.
Dial pad keys You can click on the dial pad keys to dial, Or you can use the computer keyboard to dial numbers. Pressing the <RETURN> key on the computer keyboard simulates the # key on the dial pad.


Keyboard Shortcuts

You can also access some of the functions via keyboard shortcuts. The table below provides a list of the shortcut keys.

Key Function
/ Toggle help
*,# Digits *,#
0-9 Digits 0-9
ctrl 0-9 Programmable key 0-9
F1-F4 Softkey 1-4
Backspace Softkey "BackSpc"
Esc Erase or Cancel
d Devices page
f Favorites page
h Hold call
m Messages
q, a Volume up, down
r Release call
s Settings page
Shift Toggle dial pad



5. Use Case Scenarios

5.1 Receptionist/Attendant

The InfinityOne Softphone can support up to 4 Key Expansion Modules for a total of 120 keys.
You can configure the softphone to act as an Attendant Console, where Busy Lamp Field (BLF) keys can be configured for each extension in the office. (See Answer DN Behavior on how to configure a BLF key.)

Incoming calls to the receptionist or attendant, can be easily transferred to an extension with a BLF appearance.
The BLF key for the extension will also show if the extension is idle ringing or busy .

5.2. Things to Note

  • The browser page cannot be reloaded while you are on an active call using the softphone. Reloading the page will cause the active call to be disconnected.
  • A user cannot be logged into the same account at the same time. Logging into an account while already logged in from another tab, browser or computer will log the user out of the other instance.
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