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How to Use the Softphone

In 4phone, the softphone is built directly into the dashboard. It is accessible via the floating phone widget and works on any page of the control panel. At the same time, the exact same extension can be used in an external SIP client or desk IP phone if your administrator provides the connection credentials.

What an Operator Needs Before Connecting​

  1. an active extension;
  2. WebRTC enabled on the extension;
  3. the extension assigned specifically to your user account;
  4. a working headset and microphone;
  5. browser permission to access the microphone.

How to Connect​

  1. Open the dashboard.
  2. Click the phone button in the bottom-right corner.
  3. Open the softphone widget.
  4. Click Connect.

If your extension is configured properly, the widget connects and is ready to place and receive calls.

Important

The separate Softphone page in the sidebar serves as a reference guide. Actual call controls live inside the floating widget rather than on a standalone full-screen page.

Working Outside the Browser​

Some teams use an external desktop SIP softphone or hardware IP phone. In that case, your administrator should open the extension card and provide:

  1. server sip.4phone.uz;
  2. your tenant-specific domain (such as <your-domain>.sip.4phone.uz);
  3. username (usually the extension number itself);
  4. extension password;
  5. port (typically 5060, or 5061 for TLS).
Tip

If your IP phone supports auto-provisioning (Panasonic, Yealink, Grandstream), you do not need to enter SIP parameters manually. An administrator can create a device profile so the phone fetches its configuration automatically. Learn more in Extensions and WebRTC.

Check

Do not use another employee's extension, and do not replace the tenant-specific domain with the generic sip.4phone.uz in the Domain or Realm field. Registration requires your tenant-specific SIP domain.

Available In-Call Controls​

During an active call, you can typically use:

  1. microphone mute;
  2. call hold;
  3. DTMF keypad tones;
  4. redial from recent call history.

When You Need DTMF​

DTMF tones are used to navigate IVR menus and external automated phone systems—for example, pressing 1 to confirm an action or 2 to select a department after the call connects.

What to Do If the Softphone Does Not Connect​

Check the following:

  1. whether you have a WebRTC-enabled extension;
  2. whether the extension is assigned to your user account;
  3. whether the extension is active;
  4. whether microphone access is blocked in your browser;
  5. whether the extension password was recently changed;
  6. if using an external SIP client, whether the tenant domain is entered accurately.
Check

The platform does not allow connecting to another user's WebRTC extension. Even if an employee can see the interface, the connection will fail if the extension is not assigned to their account.

Good Daily Habit​

Connect your softphone at the start of your shift and make a quick test call. It takes less than a minute and catches headset, browser permission, or credential issues before customers call.

If your team uses external SIP devices, keep the connection details up to date and update the device immediately whenever an extension password is changed.

What to Do After a Call​

  1. If you need the call recording, check call history and the recordings section.
  2. If the customer requested a follow-up, make sure you log a callback request or note according to your team's workflow.
  3. If you were testing an IVR flow, verify that your DTMF key presses were recognized as expected.

Next, continue to Active Calls, Transfers, and Call History.