No terminals available

When a customer sees this error message at the top of the screen, it means there are no terminals connected to make a call. A terminal could be a hard phone, or it could be the softphone. The softphone is either disconnected due to a connection issue such as no internet or because of settings.

So the first step is to check the user has a working internet connection.

Call Ended

When the softphone is not connected the customer will see the “Call Ended” error when attempting to make calls.
This applies to outbound and internal calls as well (voicemail “401” is included as well.)”

Prompting

When the softphone is not connected the customer may see the “Prompting” error when attempting to make calls.
This applies to outbound and internal calls as well (voicemail “401” is included as well.)”

Use softphone for this session?

When a customer first downloads and opens the desktop application, they will be greeted by this message. We must guide them to make sure the “Remember my choice” option is toggled on so that it does not ask them this every time and select “Yes”. This will ensure that the softphone is connected, which enables them to make calls from the desktop app.

If a customer has selected “No”

If a customer has this setting set to No, then the softphone will be disconnected. Go into Settings > My phones to connect it.

Click on “Connect softphone”

The softphone will try to connect

You will see a black headset icon here when the softphone is selected and connected. If it is red, there may still be connection issues such as no internet.

If at this point it asks to set Geographic settings, you can leave it on the default, this is more used for international customers and not needed for our UK customers.

Setting the default

After their settings have been reset. Guide the user to restart the application. Settings > Restart. And then have them toggle the setting “Remember my choice” to on and click “Yes”. Once this is done, the softphone will be connected by default whenever they use the application.