Integrations
Softphone for Grandstream UCM
Register Softphone Plus to your UCM's SIP extensions like any IP phone, and add call and screen recording, a live dashboard and agent reports for your team.
What works
Softphone Plus registers to a Grandstream UCM as a SIP extension, like any IP phone or softphone: the extension number and its SIP password. You enter those once in the Softphone Plus dashboard, and the desktop app downloads the agent's lines when they sign in. Ring groups, queues and IVR stay on the UCM.
Set it up
On Grandstream UCM
- 1In the UCM web interface, go to Extension/Trunk › Extensions, click Add and choose SIP extension.
- 2Set the extension number and note its SIP/IAX Password. The UCM generates a random one, which you can keep.
- 3Softphone Plus uses the extension number as its authentication name too. If the extension has a separate Auth ID, it must be the same as the extension number.
- 4Allow PCMU, PCMA or G.722 in the extension's codec preferences.
In Softphone Plus
- 1Sign in to the Softphone Plus dashboard as an admin and open Settings. Under SIP Server Configuration, enter Grandstream UCM's Server Address (the hostname or IP your agents' computers can reach) and its Server Port, then click Save Changes.
- 2Open Users and click Add User. Enter the agent's email, username and password, pick the User role and create the user. The agent signs in to the desktop app with this email and password.
- 3Click Edit on the user, open the SIP Accounts tab and click Add SIP Account: Protocol SIP, Login / User ID is the extension number, Password is the extension's SIP password. Tick Auto Record Calls, Auto Screen Record or Encrypt Calls (SRTP) if you want them. Each SIP account is one seat.
- 4The agent installs the desktop app and signs in. The app downloads their lines and registers them on Grandstream UCM; the selected line shows Online once it's registered. To check the others, switch lines in the SIP Line selector.
For agents working from home, Grandstream publishes a remote-work setup guide for the UCM that covers NAT and remote access.
What Softphone Plus adds on top of Grandstream UCM
- Call recording from the agent's app, automatic per line or on demand, kept in one dashboard with a player and downloads
- Screen recording during calls, synced with the call audio
- A live dashboard of agents and today's calls, refreshed every 30 seconds
- 9 reports, including attendance, breaks, occupancy and a daily timeline per agent
- Team chat, one-click breaks, personal stats and USB headset buttons in the desktop app
- Lines, roles and recording settings for the whole team, managed from one web dashboard
Honest limits
- Softphone Plus is a softphone, not a PBX. Queues, ring groups, IVR, voicemail, trunks and numbers stay on Grandstream UCM.
- Audio codecs: G.711 (μ-law and A-law), G.722, GSM, iLBC and Speex. There's no Opus or G.729, so allow G.711 or G.722 on the extension.
- The app registers over UDP and falls back to TCP. SIP over TLS can't be set from the dashboard yet, so with Encrypt Calls (SRTP) on, the audio is encrypted but its keys travel in the unencrypted SIP signalling.
- In the app: hold, mute, keypad tones and blind transfer, with several calls at once. There's no attended transfer, conference calling or video.
- The app doesn't use STUN or ICE by default. For agents outside Grandstream UCM's network, make sure Grandstream UCM handles NAT for their extensions, or connect them over a VPN.
- Desktop only: Windows 10 and 11 (64-bit), macOS 14 or later on Apple silicon, and Linux (x86_64). There's no mobile app.
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