Softphone

  • 1. Introduction

    The InfinityOne Softphone allows you to make and take calls directly the InfinityOne user interface and it behaves similar to an E-MetroTel XStim or Nortel/Avaya IP (Unistim) phone. This guide provides a description of how to use your InfinityOne Softphone. The InfinityOne softphone is supported across a variety of personal computer and mobile device operating systems.  InfinityOne has both a Desktop and Mobile user interface that are recommended for full time telephony use; the Desktop user interface is supported on Windows, OS X (macOS), and Linux.  The softphone is also available on the Web interface, although it is recommended for very low usage scenarios as there are many aspects of its operation that are dependent on having the browser window open and easily accessible.

    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

    Desktop (and Web) interface

    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 Web/Desktop InfinityOne Softphone. Bluetooth devices are currently not supported.

    Mobile Interface

    On the Mobile interface you will use the native mobile device capabilities for supported devices.

    Wired and Bluetooth headsets are supported on the Mobile client. In-car entertainment/audio systems may produce unexpected results as they have proprietary mechanisms for managing multiple audio inputs and outputs to the car's entertainment system.

    4. Controls and Buttons

    Depending on the theme selected for the Web/Dekstop 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 icons, their names, and functions are listed below. (Images in the left-hand side of the icon column are for the Compact theme while the right-hand side are what is visible in the Legacy theme of the Web/Desktop interface. If the icon is centered in the column it is the same image for both.)
     

      Compact                        Legacy Mobile Icon Name Description
                   iPhoneRedIndicator.png Message Waiting Indicator (MWI) The red button turns ON when there is a new voice message.
                   iPhoneBlueIndicator.png 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.
    Native device buttons Volume control Click on the UP/DOWN arrow or the LEFT_Side/RIGHT_Side of the icon 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.
    iPhoneFrontRearSpeakerControl.png Handsfree To make or accept a call on handsfree.
    Can also be used to switch between handsfree and headset  
    On the Mobile client this is used to switch between front speaker and rear speaker.
     iPhoneMultiOuputControl.png
    or 
     iPhoneSpeakerOutputControl.png
    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
    .
    The Mobile device control also also enables selecting Bluetooth headsets
    Same as Compact Hold Used during a call to place the call ON and OFF hold.
    iPhoneVoicemail.png Message To access voicemail box for this user.
    iPhoneRecord.png Record Used during a call to turn recording ON/OFF.
      iPhoneDirectory_0.png Directory To access the system directory.
    iPhoneFeatureKey.png Services To access the list of features that can be invoked.
    iPhoneCallLog.png History To show the history of Missed, Received and Placed calls.
       iPhoneElipsesNormal.pngiPhoneElipsesShifted.png Shift To toggle the interface to display additional buttons and controls.

    This key is not available when using Compact theme on the Web/Desktop client.
    On the Mobile client, the icon turns Red when the additional buttons and controls are active.
       Not Required Dialpad To toggle the interface to display the dialpad.

    This key is not available when using Compact theme.
       Not Required Cancel To cancel out of an operation. 
    This key is not available when using Compact theme.
    InfinityOne_Navigation_Legacy.png   Not Required Navigation pad Use the UP/DOWN/LEFT/RIGHT arrow keys to navigate through menu selections and the center ENTER key to select.
    This key is not available when using Compact theme.
         Portal This key is not supported in Compact or the Mobile client.
                    Softkey
    There are 4 softkeys available and the functions provided will depend on what is configured by the administrator and the call state.
     
                 iPhoneLineKey.png 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, on the Web/Desktop interface  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 on the Web/Desktop interface. The table below provides a list of the shortcut keys.

    Key Function
    *,# 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
    r Release call
    s Settings page

     

    Using Native Call Control in Locked Screen

    Note that the mobile client softphone provides the ability to receive notifications of calls (and messages) while the phone is in the locked state.  This allows the mobile client software to manage interactions between InfinityOne calls and native mobile calls and other applications.

Incoming InfinityOne Call While in Locked State

Use the Slide-to-Answer swipe to answer the ​InfinityOne call. 
iPhoneIncomingLockedCall.png

You can now talk using the native device speaker capabilities.  
iPhoneLockedCall.png

You can also get alerted about incoming native Mobile device calls.
iPhoneNativeCallWaiting.png

If you have chosen Hold and Accept you can switch back and forth between the two calls by touching the Caller ID information near the top of the screen.
iPhoneTwoCalls.png

5. Use Case Scenarios

5.1 Receptionist/Attendant (Desktop Client Interface recommended)

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 .

InfinityOne_Receptionist_Example.png

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