Welcome to the IOS Softphone User Guide

Navigating the world of communication has never been easier, thanks to our state-of-the-art IOS Softphone application. Designed with both simplicity and functionality in mind, our softphone app transforms your IOS device into a powerful communication tool, enabling you to connect with colleagues, clients, and friends with unparalleled ease.

What is a Softphone?

A softphone is a software application that allows you to make and receive calls using your mobile device, rather than relying on traditional desk phones. With our IOS Softphone app, your device becomes a versatile VoIP (Voice over Internet Protocol) phone, allowing you to harness the power of modern communication technologies at your fingertips.

Why Use the IOS Softphone App?

• Mobility: Make and receive calls anywhere you have an internet connection.
• Flexibility: Integrate seamlessly with your existing contacts and communication tools.
• Cost-Effective: Reduce call costs, especially for international calls.
• Rich Features: Access a suite of advanced features such as voicemail, call forwarding, and conferencing.

Navigating This Guide

Our guide is designed for ease of use, allowing you to find the information you need quickly:

• Document Tree: Utilize the document tree on the top of your screen to jump between different sections of the guide. This is an excellent way to get an overview of the guide’s structure and access specific topics directly.

Ready to Dive In?

Whether you’re a first-time user or looking to leverage more advanced features of your softphone, our user guide is designed to support you at every step. The “Getting Started” section below is your gateway to unlocking all the potential that the IOS Softphone app has to offer.

Proceed to the “Getting Started” section and begin your adventure with the IOS Softphone application.

To start using the mobile application on your Android device,
you need to:

• Open an email from your PBX Administrator that contains links for downloading the apps, your authentication credentials and a QR-code for easy access to your account.
• Click on the  icon to download the mobile app, suitable for your IOS device.
• After installing the app on your phone, click on the app icon to launch the app.
• To log into the app, you can enter your Authentication Credentials manually or scan a QR-code provided in the email you received from your PBX Administrator.

Manual entering of authentication credentials

When you open the app for the first time, to log in, you would need to enter the authentication credentials stated in the email which you received from the PBX Admin.

After the Domain and Proxy settings you need to enter the rest of your login credentials into the fields described below:

Log into the app by scanning a QR-code

To use a QR code that you received in an email from your PBX Administrator:

1. Click on a QR-code icon at the login screen:

2. Point your mobile device camera at the QR-code in
   your email to scan the QR code.

Please Note:

Without access to your device's camera, the mobile app will not be able to scan the QR-code. To scan a QR-code, the mobile app will ask for permission to access your device's camera.

User Interface Overview

After you’ve logged into the app, you’ll see a user interface as shown on a screenshot below:

The Navigation bar of the mobile app has following tabs:

 Menu. Here you can find all the app settings, including your profile and presence status selection.

 Contacts. This is where you can find your colleagues and all your business contacts.

Chats. Here you can chat with your team, share files, photos, etc., and send SMS to your external contacts (only if SMS feature is enabled for your account in the admin portal).

 Calls. Here is where you can dial a phone number to make a call and view the history of all the calls you’ve made.

 Speed dial. In this tab, you or your PBX administrator can add phone numbers, emergency contacts, and buttons for quick access to various PBX features.

User presence statuses

With the help of various user statuses your mobile app allows you to share your availability with the team and check the availability of your colleagues. There are 5 different states a user can have:

 Online. This state shows that user is currently online and able to receive calls and messages.

 Away. This state indicates that user is currently out of his work place. Does not affect the ability to receive calls and messages.

 Busy. In this state all incoming calls will be blocked but user will still be able to receive messages.

 Offline. Offline Users cannot receive neither calls nor messages.

 At the desk. You can set this status manually if you have a desk phone connected to your Phone System and you would like for all incoming calls to be routed first to this desk phone. Meanwhile your mobile apps will receive incoming calls with a set delay.

Changing your presence status

To change your status:

1. Switch to the Menu tab by tapping the  icon.
2. Tap on the Status dropdown menu.

3. Choose one of the statuses available from the dropdown menu.

Working with contacts

The ‘Contacts’ Tab is where you can find contacts of all your colleagues and clients.

All your colleagues will be displayed in the ‘My team’ section together with their presence statuses.

Create a new contact

To create a new contact, tap on the  icon.

Select Contact from the pop-up menu 

Then fill the name of the contact and add additional details..

Import Contacts

To import a contact from your android device into the mobile app:

• Tap on the ‘Phone contacts’ in the ’Contacts’ tab.

• Tap on Import button to select contacts you want to import.

• Select the contacts you would like to import and press the ‘Done’ button to finish importing.

Contact’s Profile

A Contact’s Profile contains all the details regarding a person or an organization, including the history of communication with your company.

To open a contact’s profile, simply tap on a contact from your contacts list, or on a contact’s name in a chat screen.

Edit a contact

To add new details to a contact, press the Add Detail button

To edit a contact’s details, tap on the information you would like to change and press the  icon.

Delete a contact

To delete a contact, scroll down to the bottom of a contact’s details and tap on the Delete menu item.

Add a contact to favorites

To add a contact to favorites, open the profile of a contact and tap on the Add to Favorites menu item.

Share a contact

To share a contact with your colleagues, open the profile of a contact you want to share, tap on the Share Contact menu item, then select an application you would like to share a contact with.

Call Handling

Making outgoing calls

There are several ways to initiate an outgoing call from the mobile app:

Making a call from a contact profile

1. Open the profile of a contact that you would like to call.
2. Tap on the  icon to make a call.

User’s profile example

External Contact’s profile example

Making a call from a Keypad tab

1. Open the Keypad tab by pressing the  icon.
2. Dial a phone number manually or tap on the  icon to access your mobile device’s contacts list.

Making a call from a chat

1. Open the Calls or Chats tab.
2. Open a chat with a contact that you would like to call.
3. Press on a  icon to make a call.

Dial a contact from your device’s phone book

To call a phone number that is in your device’s contacts list and is not imported into the mobile app:

• Switch to the ‘Contacts’ tab and select the ‘Phone Contacts’ at the top of the list.

• On the screen with the list of your contacts, tap on a contact you want to call.
• Press the  icon to make a call.

Alternative method to dial a contact from your device’s phone book

1. Open the Keypad tab
2. Press the  icon on the bottom left corner of the numpad.

Incoming calls

Upon receiving an incoming call, on your mobile device you will see a following screen:

During a call you have access to the following features:

Transfer a call

To transfer a call:

• During an ongoing call, press the Transfer icon .
• Enter a phone number or tap on a contact from the list, to whom you’d like to transfer a call.

• Choose if you would like to do a Blind or Attended transfer.

• If you choose a ‘Blind transfer’, you will be disconnected from this call while the caller will be transferred to the number you selected.
• If you choose ‘Attended transfer’, the caller will be put on hold, while the app will make an outgoing call to the number/contact you chose to transfer a call to.

Add a participant to a conference

To add a participant to a call:

• During an ongoing call, tap on the ‘Add call’ icon 

• Choose а contact that you’d like to add to a call from the list.
• OR press the numpad icon  to dial a phone number.

• After you’ve connected with a new participant, press the Merge button to add this participant to a conference.

Note: You can repeat the above steps to add more people to a conference call.

Switching between two lines during a call

During a call, if you need to make an outgoing call while putting the current call on hold:

• Tap on the Add Call icon 

• Choose а contact that you’d like to add to a call from the list.
• OR press the numpad icon  to dial a phone number.

• After the connection has been established, you can switch between the two calls by tapping on the Swap Calls icon.

Working with call details

When you make dozens of calls every day, it is very hard to remember the details of every single call. By filling a call subject and adding some comments, you can highlight the most important parts of your conversation and easily find it later, when you’ll need it.

To view / add information about a call:

• Open your conversation history with a contact. You can do that by switching to the ‘Calls’ tab and selecting a contact from the list of your calls.

• After selecting a contact, you’ll see a history of all communication with that contact. Tap on a call you’d like to add details to.

Adding Call Subject and comments

When you open the ‘Call details’ panel, you can view and edit a subject of a call and write out some important parts of a conversation in the ‘Comments’ section.

After you’ve finished editing the Call Details, tap on the ‘Save’ button to confirm, or on the  icon to discard the changes.

Finding a call by its subject

Specifying a subject of a call can help you easily find that call any time later. To find a call by its subject, simply type a subject you want to find in the Chat Search field and press the ‘Search’ button.

Note: You can also mark a call as a Favorite by using the long tap on a message or a call. This will make it easier to find it using chat filters.

Listening and sharing a call recording

Please check the availability of this feature with your PBX administrator.

When you record a call using your mobile or desktop app, this call recording get synchronized between all your devices. It means that you can listen to the recording of a call on your mobile device, even if it was recorded from your desktop application.

To access a call recording from your mobile app:

• Open your conversation history with a contact.
• Calls that have a voice recording will have a  icon.

• Tap on a call which recording you’d like to listen to.
• On the Call Details panel, press  icon to playback a call recording.

To share a call recording to other applications on your device:

• Open the details of a call which recording you would like to share.
• Tap on the  icon.
• Choose an application on your device where you’d like to send a recording.

You can choose this same application from the list to share a recording with your colleagues who use this app.

Chats and Messages

• Open your colleague’s profile and pressing the chat icon.
• Select an existing chat in the Chats tab.
• Creating a new chat by pressing on the  icon at the top-right corner of the screen and then selecting the type of chat you would like to create.

Sending a text message

To send a text message to another app user:

• Open a chat with a colleague(s) you would like to send a message to.
• Tap on the text area at the bottom of the screen.
• After you’ve finished typing your message, press the  icon to send it.

Sending voice messages

To send a voice message to your colleagues who are using the app:

• Open a chat with a colleague(s) you would like to send a file to.
• Tap on the  icon at the bottom of the screen.
• The recording screen will pop up where you’d be able to pause/resume and reset your voice recording.

• After you’ve finished recording, tap on the ‘Send’ button to send your message.

Sending a SMS message

Please check the availability of this feature with your PBX administrator.

• Press on the  icon at the top right corner of the screen and then tap on the SMS menu item to create a new chat.
• Select a contact you’d like to send a SMS message, or type in a phone number at the top of the screen.

• Tap on the text area at the bottom of the screen and type in your message.

• After you’ve finished typing your message, press the  icon to send it.

Sending files, photos and locations

To send a file, photo or your current location:

• Open a chat with a colleague(s) you would like to send a file to.
• Tap on the  icon at the bottom of the screen.

• Select the type of the message that you would like to send.

Copying a text message

To copy to a specific message in a chat:

• Long-tap on a message that you’d like to copy.
• In the pop-up menu, select the Copy menu item.

Share messages with other applications on your device

To share a message with other applications:

• Long-tap on a message that you’d like to share.
• In the pop-up menu, select the More menu item.

• Select messages /photos /files /calls you would like to share.
• Tap on the  icon.
• Select an application on your device you’d like to share messages with.

Info: You can choose this same application from the list to share a message with your colleagues who use this app.

Replying to a message

To reply to a specific message in a chat:

• Long-tap on a message that you’d like to reply to.
• In the pop-up menu, select the Reply menu item.

• At the bottom of the screen, right above the Text Area where you type your messages, you’ll see the message that you’re replying to.

• Type your reply in the text area at the bottom of the screen.
• Press the  icon to send your reply.

Forwarding a message

To forward a single message to another user(s):

• Long-tap on a message that you’d like to transfer.
• In the pop-up menu, select Forward menu item.

• Select contacts or group chats where you would like to transfer a message to.

To forward multiple messages to another user(s):

• Long-tap on a message that you’d like to transfer.
• In the pop-up menu, select More menu item.
• Tap on the  icon.
• Select contacts or group chats where you would like to transfer a message to.

Create a Group chat

To create a new chat:

• Press on the  icon at the top right corner of the screen.
• Select Group menu item from the pop-up menu to create a new group chat.
• Enter the name of the group chat you would like to create.
• Select participants for this group chat from the list and press Done.

• After you’ve created a group chat you can select who, aside from you, will be this group’s Admin and will have the right to add or remove participants to this group.

To edit the list of a group administrators:

• Tap on the small arrow icon  at the right side of the group name to open the group settings screen.

• Tap on the  icon to add/remove admin rights to a participant.

App Settings

In the App Settings you can set Call Forwarding, Voicemail and some other features according to your needs. To open the App Settings, you need to tap on the  icon.

The app settings are divided into two groups:

• Call Settings,
• Media and Files.

Media and Files

Here you can set how to store files and pictures you share within the app.

Autoload photos. This feature allows the app to preload all the images in your personal and group chats.

Share Documents. This feature will set sent and received files to be saved in a shared folder on your device.

Save Pictures To Gallery. Photos and videos received in chat will be saved to the phone image gallery.

Call Settings

For various cases when you can’t pick up the call in the app, you can set the following Call Forwarding rules. Those rules will help automatically forward calls to the external phone numbers you specify.

Forward unconditional. This feature will forward all your incoming calls to a phone number specified in a ‘Number’ field below.

Forward when unreachable will forward your calls to a specified phone number only in case the app loses a connection with your server.

Forward when busy. This rule will only apply during the time when you have an active call.

Forward when unanswered. You can turn this feature on if you want to forward calls you do not answer during the time set in the ‘Timeout’ parameter below.

A Voice mail checkbox turns your voicemail feature on/off. To record or change your voicemail greeting, tap on the ‘Set Greeting’ menu item.

If voicemail is enabled on your PBX, this slider will not function. Check with your administrator.

Check the ‘Voice Recording’ feature to enable total call recording for all your calls.

Check with your administrator if this feature is available for you.

Call waiting feature allows to suspend an existing phone call to answer a second call. This feature is required for putting a call on hold, transferring a call, and creating a conference call.