Introduction

The Softphone feature allows you to make and receive calls directly from within Connect, using the telephone number assigned to your username. There is no software for you to download, install or configure.

The feature should not be relied upon as a primary communication method. If you have any difficulty using the service, please log a case with our support engineers, but be aware the service does not fall within any contractual SLAs.

Ensure you have a user account on Connect

You need to have an account with Connect. If you are unsure if you have an account on Connect, visit:

UK: https://connect.essensys.tech
US: https://connect.us.essensys.tech

If you can't log in, click 'forgotten password' and attempt a PW reset. If you do not receive a password reset email then you do not exist on Connect and you need to be invited. Speak to your office manager/admin to see if they can invite you. If they can't then please speak to your site management team.

Ensure your username is associated with your phone number

Your office manager/admin will need to associate your name with your extension by navigating to the 'Users' page of the 'Clients' section, clicking 'please select an extension' next to your name and selecting your phone number. If your office manager/admin does not have permission to do this they will need to ask your site management team to either make them a Connect admin or associate the extension for you.

Once your username is associated with your extension, you should see the phone icon in the top lefthand side of the screen turn green. This means the feature is the available ready to use.

Using Softphone

Open the phone

Click the Softphone icon at the top right of Connect, enter the number you wish to call, or the first or last name of the contact, and press enter or click 'call'


Make a call

Either type the name of the person you're trying to call (taken from your company directory)



or type in the number directly



Once in a call you can bring up the dial pad to enter numbers or pound keys (#) to navigate any automated answering systems.



You can also make calls by selecting the icon next to an extension within Telephone Manager.

Receiving calls

If you are logged into Connect and someone calls your number (DDI), you will be notified visually in Connect. In addition, your web browser will play an audible alert. You have the option to answer or ignore the call.

Call charges

You will be charged for calls in the same way you would be if you made them from your handset. All call charges are associated with your number (DDI) on your company account.

Troubleshooting

If you find the Soft Phone does not work, check these common troubleshooting tips:

  • Are you using Firefox or Chrome? The soft phone only works in these browsers.
  • Have you allowed Firefox or Chrome access to your computers microphone & speakers? You will be prompted by your browser to do this on first use. Ensure you tick 'always allow'
  • Does your computer have a sound card? Are your speakers / headphones and microphone working?
  • Are you on a stable internet connection?
  • Are you on a PC or Mac? The soft phone will not work when accessing Connect from a smart phone or tablet device.

Advanced Troubleshooting

If the above trouble shooting steps are not sufficient to resolve your issues the essensys support team may ask you to retrieve logs from your browser. The instructions for doing this will vary depending on if you are using Chrome or Firefox and can be found below.

Chrome

From the settings menu select More tools then Developer tools

This will open up your developer console. You then need to enter JsSIP.debug.enable('JsSIP:*'); into the console.



Finally refresh the page and re-create the steps you are having trouble with (e.g. if calls are failing try making a call) and detailed log messages will appear in the console.



Firefox

From the settings menu select Developer then Toggle Tools



This will open the Developer Console at the bottom of your screen. You will need to enter JsSIP.debug.enable('JsSIP:*'); to enable logging. Note that Firefox will not allow you to copy and paste this command without first entering allow pasting;



Finally refresh the page and re-create the steps you are having trouble with (e.g. if calls are failing try making a call) and detailed log messages will appear in the console.

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