1. Introduction
1.1 Overview
This section introduces the FAQ guide, outlining its purpose and the type of information it contains. The guide is designed to address the most common questions and concerns users may have about Softphone Pro, offering clear and concise answers to improve understanding and support.
1.2 Purpose
The purpose of this FAQ guide is to help users quickly find answers to frequently asked questions related to our services/products. By offering straightforward explanations and solutions, the guide aims to enhance the user experience, reduce confusion, and provide immediate support without the need to contact customer service.
2. Advanced Features
Q. Can any user access the Admin view in settings?
A. Yes, all users can switch to the Admin view.
Q. Can a User view call statistics in Softphone Pro?
A. Yes, Softphone Pro provides two types of statistics: top talkers and daily call distribution, available in the settings.
Q. Can a User define shortcut keys?
A. Yes, up to 20 shortcut combinations can be customized, enabled, or disabled in Softphone Pro settings.
Q. Is it possible to use Softphone Pro, operator mode, and the team panel on different monitors?
A. Yes, the different views can be customized and used on separate monitors.
Q. Is it possible to save a note during a call and send it later via email?
A. Yes, notes can be written during a call or added/edited in the call history. Right-click to forward notes via email, and all call details will be sent to your email client.
Q. Can Softphone Pro be integrated with CCHub?
A. Currently, Softphone Pro does not support integration with CCHub, but this may be considered for the future.
Q. Is it possible to track the “journey of a caller” in reporting/analytics?
A. Softphone Pro does not provide this functionality. For call path tracking, we recommend using Nmonitoring Queues in combination with queues.
3. Compatibility / Tariffs
Q. Is the Softphone Pro available for Cloudya Business Standard, Premium and Centrexx3 Tariffs?
A. Softphone Pro is available for Cloudya Business Premium, Business Standard, and Nhospitality tariffs. Centrexx3 support is expected in Q3 2025.
4. Contact Management
Q. Are Softphone Pro favorites synced with my Cloudya function key list?
A. No, Softphone Pro favorites are independent and are a local contact list, not synced with Cloudya function keys.
Q. How can contacts from Outlook and O365 be integrated?
A. In Contact Management settings, Outlook, O365, and Google accounts can be integrated via SSO with a few clicks.
Q. Is LDAP supported by Softphone Pro?
A. Yes, Softphone Pro supports LDAP version 3 for contact integration.
Q. Can Softphone Pro manage multiple contact lists?
A. Yes, multiple contact lists can be imported and kept separate, with changes affecting only the specific list.
Q. Is name information from connected sources like Office 365 shown in call history?
A. Yes, names from sources like O365 appear in the history after the call ends.
Q. Can Google/Outlook/365 contacts be added to favorites?
A. Yes, contacts from external sources can be saved as favorites and used in contact groups or filters in the contact book or team panel.
Q. Do Softphone Pro favourites synchronize with Cloudya favourites?
A. No, Softphone Pro favourites are stored locally and do not sync with Cloudya favourites.
Q. What data sources can be used for contacts?
A. The following sources can be used: local contacts, PBX phonebook, PBX extensions, Outlook, Office 365, Google, LDAP, JSON API, and CSV files.
5. Device Control
Q. Is it possible to remote control hard phone devices?
A. Yes, remote control is possible by reloading the software in CTI mode and configuring it to control SNOM and Yealink devices.
Q. Do I need the headset middleware for the call acceptance function to work on the headset?
A. Standard headsets work without middleware for basic functions like call acceptance, but middleware may be needed for advanced features.
Q. How can the headset be set up correctly?
A. Headset setup options are found under Media Device Settings, where interfaces for different manufacturers can be activated. Local audio metrics can be monitored through the User Info Status Icon.
6. Product Documentation
Q. Where to find the Softphone Pro technical manual?
A. Softphone Pro Manual is available on our official website
7. License Subscription
Q. How to assign a license of Softphone Pro to a User?
A. Administrator access is required to the PBX tenant. In the user management, select the user and manage Softphone Pro subscriptions in the permissions menu. Contact NFON sales to remove subscriptions permanently.
Q. How can a Softphone Pro subscription be removed?
A. To reduce licenses or terminate, contact the NFON Partner or NFON directly with at least 30 days' notice.
Q. What happens when the Softphone Pro trial period ends?
A. After the 30-day trial, Softphone Pro continues to work with a recurring beep sound. CTI Client features remain unavailable without a license.
Q. Is a license required to use Softphone Pro only as a CTI Client?
A. Yes a license is required to use Softphone Pro solely as a CTI Client.
8. Login
Q. If a user saves the login credentials and sets the application to auto-start, does the client log in automatically after a restart?
A. The credentials are saved, and Softphone Pro logs in automatically, but a new login will be required after the session ends (every 10 days).
Q. Can SSO be used with Cloudya credentials?
A. Yes, Cloudya credentials can be used to log in and provision Softphone Pro. Multi-factor authentication can also be set up in the user profile for Softphone Pro.
9. Migration
Q. Will it be possible to upgrade directly from the old solution to Softphone Pro?
A. Yes, a commercial migration offer is available. Old versions must be uninstalled and contracts terminated. Special pricing is offered until 31st August 2025.
Q. Will it be possible to continue using old software (Nsoftphone Standard, Premium, iSoftphone, Noperatorpanel)?
A. Due to technical limitations, legacy softphones will reach end-of-life by 30th April 2026 and could no longer be used.
Q. Can Nsoftphone Premium and Softphone Pro be used in parallel for testing at some workplaces?
A. Yes, both versions can be installed in parallel, but they may generate ongoing costs and cause issues with the local audio device.
10. Operating Systems
Q. For which operating systems is Softphone Pro available?
A. Softphone Pro is available for Windows and MacOS Operating Systems
Q. Is Softphone Pro available for desktop OS only or also as a mobile app (iOS, Android)?
A. A mobile app for iOS or Android is not planned.
Q. How to get the Linux client?
A. Softphone Pro is not official released for Linux. For specific project-based requirements, please refer to your NFON sales contact.
11. Order Process
Q. How do I get a Softphone Pro license?
A. You can order Softphone Pro through NFON or your NFON partner using the "Business Premium Order Form" for Cloudya add-ons or the "Softphone Pro Order Form" for pre-Cloudya contracts.
Q. Can partners order Softphone Pro directly for customers?
A. Customers can activate the 30-day trial immediately. For permanent use, a subscription must be ordered through NFON Partners.
Q. What's the ordering method—form, email, phone, or license download?
A. Use the 30-day trial for quick setup; no license order needed. An order form is required for permanent use.
12. Sales
Q. Why should a customer choose Softphone Pro?
A. Softphone Pro offers advanced features like a terminal server-ready TAPI interface, action URLs, and a customizable interface, enabling easy migration to a modern, future-proof solution without needing a local server installation.
Q. Is there a Softphone Pro Feature List?
A. Yes, there's an official feature list and it will be provided in Partner Portal
Q. What is the end user price of a Softphone Pro subscription?
A. The end user price of Softphone Pro is 4.80€ / month for each subscription.
Q. What are the differences between NFON Softphone Pro and TAPICall.de, which offers a similar product for €1.50 – €3.00 per month with 30 days free?
A. NFON Softphone Pro offers several advantages:
- Provisioning via NFON platform
- SSO with Cloudya credentials
- Multi-factor authentication
- Encrypted calls
- NFON BLF function integration
- Access to PBX extensions, fax extensions, and phonebook
- NFON support
- Operator Mode (not available in TAPICall.de)
- Includes PBX, unlike TAPICall.de (only client software)
- NFON offers flexible payment, unlike TAPICall.de’s annual payment requirement.
Q. Which is the price for partners permanent test environment?
A. For short-term tests, a free 30-day test license is available. Partners can get a permanent test license for €3.60/month, with no time limit.
Q. What is the commissions for our dealer Partners?
A. The commission is 15% flat for all partner levels.
Q. Can the license be deactivated after the 30-day test period if the customer wants to switch to Softphone Pro later?
A. The 30-day trial creates a device and test license in the Admin Portal. No subscriptions or monthly costs occur without a proper order through NFON sales.
13. Product Setup
Q. How to download Softphone Pro client?
A. Please, refer to the download section on our website
Q. Can I use multiple instances of the Softphone Pro with our Cloudya user?
A. Softphone Pro supports one active login at a time. It can be used on multiple devices, but not simultaneously. There's a logout option to support hot-desking.
Q. Is it possible to roll out the configuration across the company?
Yes, it's possible. NFON provides .MSI packages for Windows and similar installers for MacOS and Linux. Configuration can be deployed via group policies (Windows) or config files (MacOS).
Q. Can multiple SIP accounts be used with one Softphone Pro client?
A. Yes, Softphone Pro supports up to 10 SIP accounts. The first is provisioned by NFON; additional ones can be added manually with unprovisioned SIP devices.
Q. Does Softphone Pro run independently of the Cloudya App Suite?
A. Yes, Softphone Pro can run independently by Cloudya App Suite; anyway, it requires a Cloudya extension and login.
Q. Is the action URL feature available immediately?
Yes, the feature is available. Action URLs are disabled by default but can be enabled in the settings. You can set a URL for each call event.
14. TAPI
Q. Does Softphone Pro support TAPI?
A. Yes, to configure TAPI, please refer to the TAPI manual section
Q. Is there a CRM integration with OnOffice?
15. Telephony Features
Q. The Noperatorpanel offered 20 calls in parallel. What about Softphone Pro?
A. An extension with an active Softphone Pro subscription supports up to 20 simultaneous calls.
Q. Is the Busy-Lamp-Field (BLF) feature available for PBX extensions?
A. Yes, line status of other extensions can be viewed.
Q. Is there a Call Recording feature available?
A. Yes, local call recording is available, with options to define file format and location (.Wav, .Ogg).
Q. Is attended call transfer (consultation before transfer) possible?
A. Yes, it is possible.
Q. Can incoming calls be forwarded to external Google/Outlook/365 contacts?
A. Yes, incoming calls can be forwarded to external contacts from connected sources.
Q. Are conferences possible across multiple filters/groups with external contacts (Google/Outlook)?
A. Yes, conferences are merged locally on the Softphone, and the contact origin does not affect the call.
16. Terminal Server
Q. How can Softphone Pro be deployed on a terminal server?
A. Softphone Pro can be installed on a terminal server. It supports TAPI integration or a remote TAPI driver with up to 255 TAPI lines. Additionally, Softphone Pro can be installed on a local client that accesses the remote TAPI on the terminal server.
Q. Is a remote TAPI driver available for terminal servers to control Softphone Pro?
A. Yes, a remote TAPI driver can connect Softphone Pro installed locally to the terminal server.
Q. Can Softphone Pro be used in Citrix environments?
A. Softphone Pro is compatible with most Citrix environments, but testing is recommended due to environment differences. You can use the trial period for testing.
Q. What options do I have to use TAPI on Azure Virtual Desktops or in terminal server/VDI environments?
A. Softphone Pro can be installed in terminal server or VDI environments. A TAPI interface with 25 lines is included, and up to 255 lines are available with a separately installable TSP via project business.
17. Update Information
Q. Will it be possible to check for new Softphone Pro updates?
A. Yes, users can check for updates by clicking the User Info Status Indicator. A notification will appear when an update is available.
18. Conclusion
18.1 Final Thoughts
A closing note expressing appreciation and inviting users to reach out for further assistance.
18.2 Thank You
Convey gratitude for using the FAQ guide and emphasizes the company's commitment to customer satisfaction.