Our system supports External softphones and VoIP devices. Please make sure you read the documents for your device before continuing. We will not troubleshoot the software/hardware for the devices and if needed, you will need to contact the manufacturer.
From the Dashboard, click on Account and select Users from the drop-down.
In Show Users Section, click on the Action Button, then select Settings in the dropdown.
In the "Connection Type" tab select External Phone and take note of the Phone Credentials so they can be entered into the phone settings. You can also keep track of the registration (to see if the extension is registered) by clicking on the green "Connection Information" button below.
Click on the Apply Changes button to save the settings.
A notification window will appear to wait up to 15 mins for the settings to take effect.
Once you configure the user for an external phone, next is to download Zoiper and configure it using the user's login credentials.
To download Zoiper, click on this link.
Select the Free Version (Non-commercial use only)
Once you clicked on the free version, the system will automatically download the Zoiper installer and you will see the download on the lower-left corner of your screen.
From the Zoiper Setup Wizard, click on "Next" button.
On License Agreement, select "I accept the agreement" and click on "Next" button.
Click on "Next" button for Select Components.
Click on "Next" button for Installation Directory. The default directory will be C:\Program Files (x86)\Zoiper5
Click on "Next" button for Start Menu Folder.
Select 23 Bit version - compatible with 32 bit Microsoft Office. (Auto detected) for Architecture.
Select "All Users" or "Current User" for Installation Scope.
Click on "Next" to Install Zoiper.
System will now install Zoiper.
Click on "Finish" button to complete the installation (Enable Launch Zoiper Zoiper5 to open the Zoiper after completing the installation.
From the Zoiper5 software, click on "Continue as a Free User"
Under Windows Security Alert, make sure you enable "Public networks, such as those in airports and coffee shops.." and "Private networks, such as my home and work network.
From the Zoiper5 setup, enter the agent's extension number (SIP) and the password that you can get from the agent's settings. Click on "Login" once done.
For Hostname, enter the user's Server IP (Sample IP: 126.96.36.199). Click on "Next" once done.
Enable "Optional Authentication and Outbound proxy, Enter the user's SIP extension and Proxy Server (proxy.convoso.com) and then click on "Next" once done.
On the configuration page, make sure that you get a green or "Found" for SIP UDP. Click on "Next" button to proceed.
Next is to configure your audio settings. Click on "Configure" to start the test.
To test the Speaker, click on "Start Test".
You should be able to hear a ringing sound. You can also select the audio device that you're using. Adjust the volume if needed. Click on "Yes" to proceed.
Next is to test the microphone. Click on "Start Test" to proceed.
Check the indicator if it's moving when you say something on your microphone. You can also select the audio device that you're using. Adjust the volume if needed. Click on "Yes" to proceed.
Skip the camera setup.
Click on Finish to complete the setup.
To log in as Agent using Zoiper as external phone. Access https://agent.convoso.com/login and enter the user's login credentials.
Select the campaign and the availability upon login. Click on the "Login" button.
Configure Audio Device and select Apply Settings (Once configured, it will no longer ask you to set it up again)
Dial *007 on Zoiper and then dial the number.
You will see that Zoiper will accept the call and you'll hear "Welcome" from our headset that indicates that you're already connected to our server.
You'll see as well that the phone icon on the Agent Interface will turn green. From here you can change your status to Available to start receiving calls.