This guide will explain how to have an occupier user or account team member's password reset. (It may be that they have forgotten this or that they have changed their mobile device and are now being asked to login again but their credentials are not being accepted.)
Please note there is no direct way to reset the password for the softphone app. The way to do this is to disable the softphone app option in Platform before enabling it again. This will send a new set up email with login credentials.
Important: When disabling or enabling softphone, the handset will be rebooted if the extension is logged in.
Disable softphone app for a user or team member
This is essentially the enabling process, however, in reverse.
Access the phone number details for either the operator or an occupier:
To access the telephony details for the operator:
Click Account in the main menu.
Select the Telephony tab.
Select the <site>.
To access the telephony details for an occupier:
Click Occupiers in the main menu.
Select the <occupier>.
Select the Telephony tab.
Select the <site>.
If the list of phone numbers is not visible (the number of phone numbers is presented), click the drop-down icon.
All the phone numbers that have been allocated for the selected occupier or the operator at this site are presented in a list.
Tip: You can filter this list using the options to its top-right.
Disable softphone app for this phone number
Hovering your cursor over the phone number and from the icons on the right-hand side, click Disable softphone:
Enable softphone app for this phone number
Next, you will need to follow the same steps but it will show Enable softphone for this number in order to trigger an invitation email being sent to the user or team member once more. Please see here for the guide on enabling softphone.