Old Desktop Softphone App User Guide

Guide for configuring and using the TTNC Softphone application

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This guide is for the deprecated Softphone app, that was available on the Mac App Store and the Windows Store until recently. This app will not be updated in the future, and has been replaced with a newer Desktop App.

A guide to the newer Desktop App, including download links can be found here

The TTNC Desktop Softphone is a feature-rich SIP client available on your computer.

Designed to be used with TTNC’s VoIP service, the TTNC Desktop Softphone App can be set up in seconds and comes packed with business class PBX features.

Used in conjunction with TTNC’s numbers and cloud communications services, the TTNC Desktop Softphone app enables you and your team to communicate more effectively and efficiently, from any location with an internet connection.

Softphone features:

  • Call Recording and playback from within the app - record single calls or conference calls
  • Supports making VoIP calls over WiFi
  • Automatic creation of quick-dial contacts (Extensions) for all other VoIP users on the realm
  • Mobile Contacts integration, add or edit contacts from within the app
  • High-quality audio
  • Echo cancellation

Call Handling features:

  • Call Transfer (Attended or Unattended)
  • Busy Lamp Field (BLF) for extensions – show who is on a call in your team
  • Swap between 2 active calls
  • Dial from Call History and Favourites
  • Quick Dial Extension numbers
  • Mute Audio
  • Hold with Music on Hold

Downloading the TTNC Desktop Softphone App

The TTNC Desktop Softphone is no longer available to download.

The depreciated app still works, however, this app will not be updated in the future, and has been replaced with a newer Desktop App.

There is a newer Desktop app that has more features, a guide, including download links, can be found here


Provisioning the Softphone

In order to use the TTNC Desktop Softphone, you need to manually enter the TTNC VoIP User information. To find this information visit the Registering a VoIP user.


App Overview

There are three main pages on the Desktop Application, these are:

Keypad Screen

This screen allows the user to enter a number and make calls.

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Contacts Screen

If you have used the TTNC Softphone Mobile Application and have enabled access to your mobile's contact list, your entire contact list will be displayed allowing easy access to making calls.

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Recordings Screen

This page will show all call recordings made. There is the option to listen to the recording as well as to delete or export the file.

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Screen Layout

For ease of navigation, all pages, except the Settings Page, have the same sidebar and top menu.
Top Menu

  • Clicking on the TTNC logo will navigate to the Keypad screen.
  • You can find your contacts using the search box.
  • Clicking on the VoIP Username in the top right corner a menu is displayed allowing you to alter the call volume, open the Settings screen and Log out of the Desktop Application.

Sidebar

  • You can navigate between the Keypad, Contacts and Recordings screens.
  • The Recent section shows a list of calls, clicking on the three dots on the right of a number allows you to view the contact details, remove the contact, or all contacts, from the sidebar list.
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Making and Receiving Calls

Inbound Calls

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You can only receive calls if you have the TTNC Desktop Softphone open and you are logged in with your TTNC VoIP User.

Taking calls is as straightforward as receiving a call onto your mobile.

If you have enabled Notifications from the Settings Page you will be notified of an incoming call with a small pop-up. Clicking on this notification will take you to the Softphone.

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On the Softphone, the following options are shown when an incoming call rings:

  • Accept Call - this will answer the call.
  • Reject Call - this will end the call.
  • Forward Call - this will transfer the call to another line without picking it up.
  • Ignore Call - this will mute the ring but will not connect the call
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When the Forward Call button is pressed the contact/number search screen is displayed. Find the person you wish to forward the call to and click on their number - the call will forward.

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When the call is ignored the notification will shrink and display in the top right of the screen allowing you to still answer, reject and forward the call.

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If a call is in progress when a second caller attempts to call the smaller notification is displayed.

Outbound Calls

Making calls is very straightforward and can be done in a number of ways:

  • Via the Keypad;
  • From Call HIstory;
  • From Contacts

Click To Call

The TTNC Desktop Softphone allows you to click on any phone number on a website which has been set up as a 'tel:' link. The number will look similar to a normal hyperlink on a website.

This is our main website.

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The Telephone number link looks like this:

<a href="tel:+442031511000">+442031511000</a>

When a link is clicked, the TTNC Desktop Softphone will open and the number will be dialled. The first time this process is attempted the browser will ask for permission to open the TTNC Softphone. If access is denied the call cannot be made.

To select the TTNC Desktop Softphone as the default application for Click To Call, please follow the guides for your operating system here:
Default Application For Click To Call Links - macOS
Default Application For Click To Call Links - Windows


In-Call Screen

Once an inbound or outbound call has been answered, the In-Call Screen will be displayed. This screen offers a range of services and information.

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1. Toggle Call & History View
This button changes the view of the In-Call Screen. Choose between a screen split of Call Details and Call History (1). Only Call Details (2) or only Call History (3)

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2. Show Keypad
Allows you to enter DTMF characters, e.g. to enter passwords or navigate an IVR.

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3. CLI of Call Participant
The phone number of the other call participant.

4. Unattended Transfer
Allows you to transfer a call. This option will transfer the call as soon as the contact is selected.

5. Record Call
This allows the recording of a call - the final recording will be available in the Recordings section of the Applications.

6. Attended Transfer
Allows you to transfer a call. This option will allow you to speak to the number you are transferring to before transferring the call.

7. Mute Audio
This option will mute your microphone, you can still hear the other call participant.

8. Hold
This option will place the call on hold or remove the call from hold.

9. Contact Details
This displays information about the contact.

10. Hangup
This will terminate the call.

11. Call History
This box shows the inbound and outbound calls to this contact.

12. Call Details
This box shows the call length.


Call Holding

Pressing the hold button during an inbound or outbound call will place the call on hold, the person on the other end of the call will hear hold music for the time the call is on hold. Pressing the button a second time will take the call off hold.


Call Recording

Pressing the record button during a call will begin recording, pressing the button again will stop the recording.

Once the call has completed the call details and the recording will be available in the Recordings Screen.


Call Transfer

When you are on a call you can transfer that call to another number. This can be done one of two ways, via an Attended Transfer or an Unattended Transfer.

The number to transfer to can be selected from the Contacts or Quickdial lists. Alternatively, a number can be searched for.

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Attended Call Transfer

An attended or warm transfer is one made by placing the caller on hold before speaking to the colleague that the call is being transferred to, then the two calls are merged, and the transfer occurs.

Unattended Call Transfer

An unattended or blind transfer is one made without speaking to the colleague the call is being transferred to.


Settings Screen

To access the settings, click on the VoIP username in the top right of each screen. and then select Settings.

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General
About
This will show information about the application and the version installed.

Notifications
You can enable and disable notifications for incoming calls from this screen.

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Log
This screen displays all activity on the VoIP User account. This can be downloaded as a .txt file and may be used by TTNC Support for troubleshooting.

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Storage
You can alter the amount of local storage that the application can use and when warnings will be displayed. Call recordings can be removed.

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Media Sources
The audio input and output sources can be defined and tested on this screen.

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Contacts
Devices
You can select where the contact list is taken from. the drop-down list will contain a list of devices that are registered to the user logged into the browser.

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Calls
Forwarding
Automatic forwarding can be enabled from here. After enabling, you have to choose a forwarding destination.

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Voicemail
You can enable and disable the Voicemail button from the keypad screen.

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The button is displayed alongside the call button at the bottom of the keypad screen.

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