Integrations

Softphone for VICIdial

VICIdial agents need a SIP phone registered to the VICIdial server. Softphone Plus can be that phone, with one important difference in what it records.

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What works

VICIdial runs on Asterisk, and every agent needs a SIP phone registered to it. Softphone Plus can be that phone: add it in VICIdial, enter it once in the Softphone Plus dashboard, and the agent logs in to the VICIdial agent screen as usual. VICIdial then calls the phone and keeps it connected for the whole session, sending each customer call into that connection.

Set it up

On VICIdial

  1. 1In the VICIdial admin, go to Admin › Phones › Add A New Phone. Set the phone extension, the server IP, the SIP protocol and a registration password, and note the phone's Login and Password, which the agent uses on the agent screen.
  2. 2In Softphone Plus, use the VICIdial server as the Server Address, the phone extension as Login / User ID and the registration password as the SIP account password.
  3. 3The agent signs in to the desktop app, then logs in to the VICIdial agent screen with the phone login and password, followed by their user and campaign.
  4. 4VICIdial rings the phone to start the session. Turn on Auto-answer after 3 seconds in the desktop app's settings so the agent doesn't have to pick up; an admin can also require it for that user.

In Softphone Plus

  1. 1Sign in to the Softphone Plus dashboard as an admin and open Settings. Under SIP Server Configuration, enter VICIdial's Server Address (the hostname or IP your agents' computers can reach) and its Server Port, then click Save Changes.
  2. 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.
  3. 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.
  4. 4The agent installs the desktop app and signs in. The app downloads their lines and registers them on VICIdial; the selected line shows Online once it's registered. To check the others, switch lines in the SIP Line selector.

VICIdial keeps the agent's phone in one long call for the whole session and connects each customer into it. Softphone Plus therefore sees one call per login, not one per customer: its recordings, call log, reports and screen recordings cover whole sessions. Use VICIdial's own recordings and reports for per-customer data.

What Softphone Plus adds on top of VICIdial

  • Team chat, USB headset buttons and audio device tests 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 VICIdial.
  • 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 VICIdial's network, make sure VICIdial 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

FreePBXAsteriskIssabelYeastarGrandstream UCMAll integrations

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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