xphone desktop softphone user guide

Our quick reference user guide to help you setup, get connected and use your XPhone Desktop Softphone on your Windows PC or laptop.


1. SYSTEM REQUIREMENTS

Your PC will need the following:

MOVOX WiFi internetMOVOX CameraMOVOX PC SpeakerMOVOX Microphone
InternetCameraSpeakerMicrophoneHeadset

Your device must meet the minimum requirements below:

  • Windows 10 version 17134.0 or higher;
  • Architecture x64, x86;
  • Integrated Keyboard;
  • Integrated Mouse;
  • Integrated Camera;
  • DirectX Version 9;
  • Memory 300 MB;


2. SOFTPHONE REGISTRATION

When you open the application for the first time you will be presented with the Registration screen.

You will need your account details to register and activate the application. When you subscribe to one of our plans we will email these details to you or your account administrator.

Enter your; Username (4-digit extension number), Password and the Subdomain into their associated fields and press ‘Save’.

Once registered, the keypad will be displayed and the registration signal icon in the top right corner is green. If the registration signal icon is red the application is not registered. See the Troubleshooting section below for more details.


3. GETTING STARTED

Please ensure that the application can access your microphone and camera on your PC. You can test the audio and video connection on the Testing tab.

To access the Testing tab, select Preferences under “Softphone” in the main menu, then navigate to the Testing tab.

From the Testing tab you can:

  • Select and test the microphone connection;
  • Select and test the speaker connection;
  • Adjust the speaker volume; and
  • Select and test the video connection.

Press the play > button to test the microphone, speaker and video connection.

  • A green tick will be displayed when the microphone and speaker properly connected; and
  • The video screen will appear showing how other users will view you when video is properly connected.


4. SOFPTHONE KEYPAD

Once registered, your softphone application keypad will be displayed. The top menu of the keypad page provides links to Softphone settings, Contacts and Help.

Below the top menu your 4-digit extension number is displayed, followed by a Voicemail icon and registration signal icon.

Your softphone application is registered when the registration signal icon is green. If the registration signal icon is red the application is not registered. See the Troubleshooting section below for more details.

If your application is not registered this is usually because the Username (4-digit extension number), Password, or Domain has been incorrectly entered on the registration page, or you are not connected to the Internet.

TIP: When entering your Password, do not copy and paste the password from the email we sent you. You will need to physically type the password characters into the password field on the registration page.

Keypad navigation

  1. Main menu
    Softphone
    > Account
    > Preferences
    > Messages
    > Video
    > Exit (close application)
    Contacts
    > New Group
    > Add Contact
    > Import Contacts
    Help
    > Preferences
    > Registration
    > User guide
    > Contact
    > Troubleshooting
    Check for updates
    About
  2. Account (extension number in use)
  3. Voicemail
  4. Registration
  5. Delete
  6. Call/End
  7. Keypad
  8. Contacts
  9. Favourites
  10. Call history


5. ACCOUNTS

Selecting “Accounts” under “Softphone” in the main menu will open the Accounts page shown below.

The Accounts page lists your accounts by extension number (User ID). Your Desktop softphone can have multiple accounts if required.

If the phone icon on the right of each account row is green, this means that the account is default account.

To edit or delete an existing account un-tick the box in the Enabled column. This will enable you to select “Edit” or “Delete” for the specified account.

To add a new account, click the + button in the top right of page blue banner.

By selecting “Edit” or the + button to add a new account will open the “SIP Detail” page where you can enter the required information for the new account. See the SIP Details section below for further information.

SIP Details

The SIP Detail page has been pre-configured with your account settings.

Account user details

The User Details lists the account username (extension number) and password for this account.

In most instances you will not need to make any adjustments to this section, unless you are adding a new account or you need to re-enter your password for re-registration.

Codecs

We have pre-configured Codecs in your Desktop softphone application. In most instances you will not need to make any adjustments to this section.

What are Codecs?

Codecs (Coder-Decoder) are used to compress and decompress voice and video signals.

They compress the signal to reduce the consumption of network bandwidth so that the signal can be transmitted through the internet successfully. They also convert the compressed digital signal back to its original analogue signal. Codecs optimise the media stream depending upon application requirements and network bandwidth. IP Phones, softphones and video calling applications usually support several kinds of codecs.

For further information regarding Codecs see: About Codecs

Advanced settings

The Advanced settings page has been pre-configured with typical account settings.

In most instances you will not need to make any adjustments to this section, unless you are:

  • Enabling or disabling Video calls;
  • Enabling or disabling SMS messages via the application; or
  • Forwarding incoming calls to another number.

Video calls

Enable Video. Allows video calls to be placed or received for associated account.

Dial plan

To access the Dial plan tab, select Account under “Softphone” in the main menu.

Then, disable the associated account by unticking the box in the Enabled column. This will allow you to select “Edit” for the specified account.

By selecting “Edit” the “SIP Detail” page will be displayed, then select Dial plan to navigate to the Dial plan tab.


6. CONTACTS

Select “Contacts” in the main menu to navigate to the Contacts page.

Contacts can be called or messaged from the contacts menu, simply by hovering over the contact and pressing the call or message button.

Creating a contact

There are two buttons that can be used to add a contact. The first is part of the Contacts Menu, the second is the Add Contact button next to the search bar on the Contacts page.

After clicking the Add Contact button a new window will appear. Enter the First and Last Name fields to be able to save the contact.

Add a picture by clicking on the profile image to browse for files.

If the contact is part of a group or department select the Group name to assign the contact to the selected Group. You will need to have first create a Group. See the “Creating a Group” section below.

Add a number or address by filling in the empty field and pressing the Add button.

Finally, press save to add the contact to the list.

Importing contacts

Contacts can be imported from a .csv file, vCard (.vcf file), from Outlook or Exchange server or Active Directory.

To import Contacts select the Contacts menu and choose Import Contacts. This will open the Import Contacts Window as shown in the image below.

Select your import method from the drop-down field list.

Importing Contacts from a CSV or VCF file

To import a CSV or VCF file, please select one of the two as the desired Contact Import Method.

Next, press the Browse button to search the system for the desired file.

Once the correct file path has been displayed in the Contacts Location box, choose whether to add the contacts to the existing ones or to erase all old contacts and import them as new.

Finally, click the Import button to import the contacts. Your Contacts will appear on the Contacts Screen if the import was successful. If not, an error message will be displayed and importing may need to be tried again.

Note: large files may require some time to import. Having the CSV or VCF file open in another program may also result in an error.

Importing Contacts From Outlook or Exchange server

Contacts can be imported directly from the Outlook app or from .pst files. For information about how to create a .pst file see: How to create a .pst file at support.microsoft.com

To import Contacts from Outlook or Exchange server please select one of the two as the desired Contact Import Method.

Next, press the Browse button to search the system for the desired file.

Once the correct file path has been displayed in the Contacts Location box, choose whether to add the contacts to the existing ones or to erase all old contacts and import them as new.

Finally, click the Import button to import the contacts. Your Contacts will appear on the Contacts Screen if the import was successful. If not, an error message will be displayed and importing may need to be tried again.

Importing Contacts From Active Directory

To import Contacts from Active Directory, select Active Directory as the Contact Import Method (as shown in the image below).

Then, enter the LDAP Domain along with the LDAP Username and Password.

Choose whether to add the contacts to the existing ones or to erase all old contacts and import them as new.

Finally, click the Import button to import the contacts. Your Contacts will appear on the Contacts Screen if the import was successful. If not, an error message will be displayed and importing may need to be tried again.

Contacts API

Contacts can be imported into the application through an API. The URL, username and password for the API can be entered with the rest of the configuration settings.

Once present the application will sync contacts with the server every 30 minutes. The contacts will be imported using a GET method. The response can be in JSON or in XML.

JSON Response:

[

{

“Id”:“602a52f538975909a8e36a48”,
“FirstName”:”John”,
“LastName”:“Doe”,
“Email”:[“JDoe@gmail.com”],
“Address”:[“Privet Drive”,”Norfolk”],
“Softphone”:[“23423423”,”345345345″],
“WorkNumber”:[“000000000”,”111111111111″],
“HomeNumber”:[“22222222”,”333333333″],
“MobileNumber”:[“444444444”,”555555555″],
“Fax”:[“6666666”,”77777777″],
“Other”:[“8888888888”,”999999999″]

},
{

“Id”:“602bf55338975909a8e36a49”,
“FirstName”:“Jane”,
“LastName”:“Doe”,
“Email”:[“JDoeSmith@outlook.com”],
“Address”:[“James Street”,”Suffolk”],
“Softphone”:[“03423423”,”125345345″],
“WorkNumber”:[“100000000”,”011111111111″],
“HomeNumber”:[“02222222”,”033333333″],
“MobileNumber”:[“044444444”,”055555555″],
“Fax”:[“0666666”,”07777777″],
“Other”:[“0888888888”,”099999999″]

}

]

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Managing contacts

Contacts can be called or messaged from the contacts menu, simply by hovering over the contact and pressing the call or message button.

Right clicking on a Contact will open a menu with the following options:

  • adding to Favourites;
  • calling;
  • editing the contact;
  • deleting the contact;
  • and video calling.

Clicking on a contact will open the Edit Contact window.

Deleting a Contact

Right click on a contact to bring up a menu with many different options, choose Delete Contact.

The window shown below will appear, allowing for the deletion of the contact.


7.
 GROUPS

Contacts imported from Active Directory, Outlook, Google, a CSV or VCF will automatically be put into a group depending on the import method. Groups can also be created manually.

Creating a Group

Pressing the 3-vertical dots button (highlighted in red in the image below) next to the Groups drop-down field when its set to ‘All’ will open a menu with ‘New Group’ as an option.

Clicking this will open the New Group window. A new group can also be created via the Contacts menu.

Enter your desired Group name and then press “Save” to finish creating the Group.

Filter by Group

Choosing a specific Group from the Groups drop-down field (highlighted in red in the image below) will filter and list the Contacts included in the selected Group.

Rename a Group

Select the desired Group you wish to rename from the Group drop-down field.

Then, press the 3-vertical dots button next to the Groups drop-down field. This will bring up a menu with several options, one of which is Rename Group.

Clicking “Rename Group” will open the Rename Group window and shown below. ‍This will allow the group to be renamed.

Deleting a Group

Clicking the menu icon with the selected group in the Groups dropdown opens menu with a few different options. Among these, is the Delete Group option.

‍Pressing that opens the Delete Group window as shown below.

Clicking Delete Group will delete the group. The contact will not be deleted, it will remain in your Contacts directory.


8. PREFERENCES

To access Preferences, select “Softphone” in the main menu, then select Preferences in the sub-menu.

From the Preferences page you can navigate to:

  • Application preferences;
  • Device settings;
  • Alerts and sounds;
  • Shortcut keys;
  • Testing; and
  • Log

Application preferences

To access Application preferences, select Preferences under “Softphone” in the main menu, then navigate to the Application tab.

There are a number of settings that can be enabled or disabled via the Application tab, these include:

  • Default language: the default language display of the application. This has been pre-configured to English as the default. Please email our support team at support@movox.com.au if you need this to be changed;
  • Launch on start-up: Enable the application to automatically launch when Windows starts on your computer;
  • Keypad behaviour: Adjust the behaviour of the “Enter” button on your keypad from “Send message” to “Create new line” when typing a message within the application.

Devices

To access Devices, select Preferences under “Softphone” in the main menu, then navigate to the Devices tab.

There are a number of settings that can be selected via the Devices tab, these include:

  • Headset mode: select the default Speaker and microphone of the headset;
  • Speakerphone mode: select the default speaker and microphone of the speakerphone;
  • Other devices: select the default speak to ring upon receiving calls;
  • Camera: select the default camera for video calls; and
  • Max resolution: the resolution you wish use to view videos calls.

Alerts and sounds

To access Alerts and Sounds, select Preferences under “Softphone” in the main menu, then navigate to the Alerts and Sounds tab.

There are a number of settings that can be enabled or disabled via the Alerts and Sounds tab, these include:

  • Alerts for incoming calls and when receiving a message; and
  • Sounds (ringtone) for incoming calls and a tone (heard in your earpiece) when you have a call waiting or have a new message.

Shortcut keys

To access Shortcut Keys elect Preferences under “Softphone” in the main menu, then navigate to the Shortcut Keys tab.

There are a number of keyboard shortcut settings that can be enabled or disabled via the Shortcut Keys tab, these include:

  • accepting and declining a call;
  • muting and unmuting;
  • turning speaker on or off; and
  • launching the SIP Accounts window.

MOVOX XPhone Desktop Softphone

Editing a Shortcut Key

Clicking the Edit button on a particular shortcut key opens the Edit Shortcut Key window, which allows the combination for a shortcut to be changed.

Please note that some combinations are existing Windows system commands so if set will not work.

These include: combinations consisting of a single key, combinations with Ctrl + Letter or Number, combinations with Shift + Letter or Number.

Testing

To access the Testing tab, select Preferences under “Softphone” in the main menu, then navigate to the Testing tab.

From the Testing tab you can:

  • Select and test the microphone connection;
  • Select and test the speaker connection;
  • Adjust the speaker volume; and
  • Select and test the video connection.

Press the play > button to test the microphone, speaker and video connection.

  • A green tick will be displayed when the microphone and speaker properly connected; and
  • The video screen will appear showing how other users will view you when video is properly connected.

Log

To access the application Log, select Preferences under “Softphone” in the main menu, then navigate to the Log tab.

From the Log tab you can:

  • Enable Log: If enabled, all actions performed by the application are logged. This is useful for debugging error messages or problems when using the application;
  • Send to support: This will launch your email client with a Log file attached, ready to send to our support team;
  • View log: This will open a window where you can view the application log.


9. CALL HISTORY

Viewing call details

The Call History screen shows a summary of each of the numbers that have called or have been called. The number of calls for a particular extension or phone number are shown in the brackets to the right of the number.

Clicking on a particular summary will show each of the calls that have taken place. The icon differs depending on the type of call that took place : Incoming, Missed and Outgoing. If the call was recorded, then the icon will have a red dot on it. This will also show buttons allowing that number to be called or messaged directly from the Call History screen.

To reveal further details about a call click on it. If a call was recorded, then there will also be options to play the recording, save it elsewhere or delete it. The name of the recording file and the duration is also displayed.

Extra Options

Right-clicking on a summary will reveal a menu with extra options. These include: making a call, making a video call, adding the number to contacts, deleting that particular summary or deleting every summary present.

MOVOX XPhone Desktop Softphone


10. TROUBLESHOOTING

Registration

Error 408, 503
Check you have an internet connection on your PC or laptop. If this is OK check you have specified the domain or proxy (if required) correctly.

Error 401, 403
Check you have entered your Account name, Username and Password correctly. When entering your password, do not copy and paste the password from the email we sent you. You must physically type the password into the password field.

Dialling

Error 404 when calling
Check you have dialled a valid phone number or extension number. Also if you have setup specific dialling rules which are incorrect, the number being dialled may not be what you intended.

Error 488 when calling
If a common set of codecs cannot be negotiated with the remote party, call setup will fail. Try enabling more codecs if they are not selected.

Incoming calls

Not receiving incoming calls in the background
Check that ‘Incoming calls’ is ticked in the Preferences section under Alerts and sounds.

Not receiving incoming calls in the foreground or background
Make sure you are not registering from multiple devices.

Microphone and speaker problems
If your microphone, speaker or video is not working, please ensure that you have selected the correct device in the Preferences section under Device settings. You can test your microphone, speaker and video in the Preferences section under Testing. Please see the Preferences section of this user guide for further details. If you have confirmed that the devices settings are correct and your microphone, speaker or video is still not working you please enable your application Log and Event Viewer log as set out under the “Still having problems” heading below.

Poor audio quality
If calling over cellular networks, check the codec negotiated in the incall screen. If the codec is G711u or G711a this is probably the cause of the problem as these codecs use too high a bandwidth to allow good audio on cellular networks. Try disabling both these codecs in the 3G codecs setting in the Advanced SIP menu. Try using G729, GSM or iLBC codecs when calling over cellular networks. The same problem can be experienced on WiFi if the connection is poor. Again changing to using G729, GSM or iLBC can resolve this.

Still having problems?

Enable the application Log in the softphone application.
This is useful for debugging error messages or problems when using the application. See “Log” under the Preferences section of this user guide.

Check the ‘Event Viewer’ application on your PC
The event view enables you to see if there are any PC errors related to the softphone application. This can be done by typing ‘Event Viewer’ in the Windows search bar. Then browse to ‘Windows Logs’ in the side menu and tapping the Application option. This will list the recent Application events. Any errors related to the softphone app will be there.

Report your error messages to us
If there are error messages related to the softphone application, please copy the error message and send to our support team by creating a support ticket via our website by clicking this link: Create a Support Ticket


11. HOW TO CONTACT US

You can contact MOVOX by:

(a) calling 1800 100 800 between 9.00 am and 5.00 pm (AEST) Monday to Friday; or

(b) writing to us by completing the form on our Contact us page.