Softphone for Issabel
Register Softphone Plus to your Issabel extensions as a generic SIP device, and add call and screen recording, a live dashboard and agent reports for your team.
What works
Issabel is built on Asterisk with a FreePBX-style web interface, so Softphone Plus registers to it as an ordinary SIP extension: the extension number and its secret. You enter those once in the Softphone Plus dashboard, and the desktop app downloads the agent's lines when they sign in. Your queues, ring groups and IVRs keep running on Issabel.
Set it up
On Issabel
- 1In Issabel, open PBX › PBX Configuration › Extensions, choose Generic SIP Device and click Submit.
- 2Enter the User Extension, a Display Name and the secret, then Submit and Apply Config. The extension number is the SIP username Softphone Plus signs in with.
- 3Allow ulaw, alaw or g722 for the extension.
- 4For agents who connect from outside the office network, turn on NAT handling for their extensions (the nat setting).
In Softphone Plus
- 1Sign in to the Softphone Plus dashboard as an admin and open Settings. Under SIP Server Configuration, enter Issabel'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 Issabel; the selected line shows Online once it's registered. To check the others, switch lines in the SIP Line selector.
Use the SIP port your Issabel server listens on for this extension as the Server Port in Softphone Plus.
What Softphone Plus adds on top of Issabel
- 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 Issabel.
- Softphone Plus signs in to each line with one name, the Login / User ID, used as both the SIP user and the authentication name. The extension must authenticate with that same name.
- 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 Issabel's network, make sure Issabel 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.
Other PBXes
FreePBX, Asterisk, Issabel, Yeastar, Grandstream and VICIdial are trademarks of their respective owners. Softphone Plus is not affiliated with or endorsed by them.
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