call.center™ Overview

call.center™ is an innovative SIP-based softphone for Mac OS, iOS, Android, Windows devices and computers. It is specifically designed to securely and efficiently manage and control remote apps.

The call.center™ app presents a unique, simple-to-use, and intuitive drag-to-call user interface. All its necessary functions are displayed front and center, smoothly integrating and optimizing voice operations with the workflow processes.

A fully-featured management portal is provided to use in conjunction with the call.center™ apps. This allows administrators to securely configure and maintain apps installed on user devices, regardless of their location or operating system. This means that SIP passwords are hidden from users, providing a significant layer of security for the underlying network.

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Architecture

The call.center™ platform consists of two distinct components:

  • A softphone app installed on the end-user device, computer, or any so called call.centerTM device
  • The call.center™ management portal, which is used to:
    • Configure and manage service providers and SIP accounts associated with each provider
    • Multiple service providers may be included and multiple SIP accounts may be added to each provider.

    • Configure and manage contacts and the devices allocated to contacts
    • Multiple contacts, each with multiple end-user devices, may be included. In addition, each end-user device may be supported by a single or multiple SIP account(s).

    • Manage and control devices (end-user apps)
    • You can activate and deactivate devices via the management portal.

    You can use call.center™ with any SIP-compatible VoIP provider. call.center™ is integrated with phone.systems™, the cloud-based PBX platform from telecom.center™. call.center™ configuration and management depends whether you are using phone.systems™ or an alternative service provider. Both phone.systems™ and generic SIP providers may be used simultaneously by call.center™ apps.

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Features

By using the call.center™ app, you can easily do the following:

  • Receive and make calls using SIP-based infrastructure
  • Mute calls
  • Put calls on hold
  • Enable the "Do not disturb" mode
  • Enable “Smart do not disturb” mode
  • Transfer calls
  • Host conference calls
  • Access call history
  • Import and manage contacts
  • Make notes
  • Use push notifications on the app
  • Initiate calls directly from a web browser or another application using callto and tel protocols
  • Configure multiple SIP lines per app
  • Forward calls
  • Create synchronised Company Directory
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System Requirements

The following are the supported call.center™ operating system requirements:

  • Android
    Android 5.0 or later

  • iOS
    iOS 9.0 or later

  • Mac OS
    macOS 10.12 or later

  • Windows
    Windows 10 (v.1709) or newer
    .Net Framework: 4.6.1

  • Windows Click once version
    Windows 7 (Convenience rollup update for Windows 7 SP1)
    .Net Framework: 4.6.1

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Registering a call.center™ account

Free registration for the call.center™ management portal is available at https://my.call.center/.

The call.center™ management portal is hosted on the telecom.center™ platform. Registration on the telecom.center™ website provides a single sign-on access to a number of projects supporting open interconnectivity and standards, such as the cloud-based phone.systems™ PBX.

To register a call.center™ account:

  1. Go to the https://my.call.center/ website. You will be redirected to https://my.telecom.center/ to log in.
  2. Click Sign Up.
  3. In the Register page, provide the following details:
    • First Name
    • Last Name
    • Email
    • Phone Number
    • Country
  4. Click Next
  5. Provide a password.
  6. Confirm the password.
  7. Check that you have read and agree with the Terms and Agreements (required).
  8. Check that you have read and agree with the Privacy Notice (required).
  9. Check the Subscribe to News and Updates checkbox (optional).
  10. Click the I’m not a robot checkbox to confirm that you are not a robot.
  11. Click Create Account.
  12. A message will be displayed informing you that an account activation link was sent to your email.
  13. Open the email which contains your activation link. Note that this email may have been filed in your junk or spam inbox folders.

  14. To continue your registration, click the Confirm my account button.
  15. The telecom.center™ page will be displayed, with a message showing that your email has been confirmed.
  16. You can now enter your email and password to access your account.

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Installing call.center™

To download the call.center™ softphone application, visit the official call.center™ website at https://call.center/softphone-download/ and select your preferred operating system.

Each platform has several download options that include links to the native app store, as well as allowing the direct download of the app installation files. The latest Beta code versions may also be listed as available download options.

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Installing on the Windows platform

Two versions of the call.center™ exist for the Windows platform:

  • From the Microsoft Store
  • Using the installation file (ClickOnce)

The difference between these options is that the Microsoft Store version of call.center™ is only available for the Windows 10 OS, and may only be accessed through the Microsoft Store application. However, the ClickOnce version of the call.center™ may be downloaded and used without a Microsoft Account.

It is important to note that the Microsoft Store version supports Push notifications, while the ClickOnce version does not include this feature.

Microsoft Store method:

  1. Click on the link “Download Windows 10 Live (Microsoft Store)” to access the Microsoft Store web portal displaying the call.center™ page.
  2. Click the GET button, and the Microsoft Store application will open to display the call.center™ page.
  3. Click the Install button and wait until the installation process has been completed.
  4. Click the Launch button to start the call.center™ application.

ClickOnce method:

  1. Click on the link “Download Windows Live Version (ClickOnce)” and a Setup.exe file will be downloaded.
  2. Launch the Setup.exe file and follow the installation instructions.
  3. After the installation process has been completed, the call.center™ application will be immediately launched.
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Installing on a macOS platform

Two download and installation options are available for macOS platform:

  • From the App Store
  • Using APP file

App Store method:

  1. Click on the link “Download iOS Live Version (App Store)”.
  2. A prompt will appear that provides a link to the App Store. Press the Open button to continue.
  3. Install the application from the App Store onto your device.

APP file method:

  1. Click on the link “Download MacOS Live Version (APP)” to download the ZIP file to your computer.
  2. Unzip the downloaded file in the directory where you would like to store the call.center™ application.
  3. Run the call.center.app file, and the application will open without installation.
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Installing on an iOS platform

  1. Click on the link “Download iOS Live Version (App Store)”.
  2. A prompt will appear with the option to open a link to the App Store. Press the Open button to continue to the App Store.
  3. Install the application from the App Store onto your device.
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Installing on an Android platform

Two download and installation options are available for the Android platform:

  • From the Google Play store
  • Using an APK installation file

Google Play method:

  1. Click on the link “Download Android Live Version (Google Play)”.
  2. A Google Play application will launch, displaying a call.center™ app window.
  3. Install the application from Google Play onto your device.

APK installation file method:

  1. Click on the link “Download Android Live Version (APK)”.
  2. Open up the APK file to install the call.center™ application on your device.
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Joining the call.center™ Beta program

Each supported operating system has a Beta version of call.center™ available for download.

The purpose of the Beta version is for users to test the yet unreleased version of call.center™, explore new features, and provide general feedback to our development team via our built-in feedback option.

If you wish to participate and test the Beta version of call.center™, you may download the Beta version of the application and install it on your device.

Note that for certain platforms, it is necessary to submit a request to join the Beta program. If so, instructions on how to join this program are provided after selecting the Download Beta option.

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Configuring call.center™ in the management portal

The call.center™ management portal is hosted on the telecom.center™ platform. Registration on the telecom.center™ website provides a single sign-on access to a number of projects supporting open interconnectivity and standards, such as call.center™ and, phone.systems™, the cloud-based PBX.

Note that the phone.systems™ PBX platform is the default service provider for call.center™, but users may add their own VoIP service providers to support call.center™.

Adding a service provider

If you intend to use a service provider other than phone.systems™, it is necessary to first add the details of that service provider before configuring the SIP accounts supported by that provider .

  1. Select the Service Providers section in the top menu.
  2. To add other SIP-compatible VoIP providers, click Add Provider.
  3. Add the service provider(s) by configuring the Basic Settings parameters.
    • Service Provider Name (required) - A friendly name to reference the provider
    • SIP Server (required) - The SIP host domain address
    • SIP Port (optional) - The port number carrying the SIP traffic. If no value is entered, the default port 5060 is used.
    • In Advanced Settings, provide the SIP Proxy Address (optional). The service provider may require this parameter for outbound traffic.
  4. Click the Save button to complete the service provider configuration.
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Managing Service Providers

Editing a Service Provider
  1. Click the Gear icon associated with the Service Provider to which changes should be made.
  2. Make the appropriate changes according to your requirements.
  3. Click the Save button to confirm the changes.
Deleting a Service Provider
  1. Click the Gear icon associated with the Service Provider to be deleted.
  2. Click “Delete service provider”.
  3. Confirm that you wish to delete the Service Provider.
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Adding a SIP account or multiple SIP accounts to the service
provider(s)

  1. Once you have added a service provider, click Add SIP account to add a SIP account to that service provider.
  2. Specify the following required Basic Settings parameters:
    • Friendly Name – Enter a friendly name to reference the SIP account.
    • - Toggle to manually enter the SIP password on the device, or vice versa.
    • By default, when the toggle is gray, the SIP passwords are automatically provisioned for devices during activation, allowing the administrator to “pre-configure” call.center™ devices. The end-user should simply follow the “activation instructions” to set up the application on their selected device, without concerning themselves with the details of SIP credentials. This option provides additional security, as the actual SIP passwords are not stored locally on the call.center™ device.

      When the toggle is green, the SIP passwords must be manually entered on the devices. This option allows for the creation of devices that do not store the SIP passwords on the my.call.center panel. Instead, the user must manually input the SIP account credentials directly on their call.center™ softphone client.

    • SIP Username – Specify the SIP username provided by your service provider.
    • Protocol - The underlying transport layer protocol responsible for SIP requests and responses. Select the UDP or TCP protocol option via the Protocol drop-down list.

    Important – If the SIP password has to be manually entered on the end-user device, the user is prompted to enter that passwords after device activation.

  3. Specify the following Advanced Settings parameters:
    • - Toggle to use a proxy server for push notifications (if disabled, push notifications will NOT be available). Push notifications are used for features such automatically waking the device from sleep mode on incoming calls.
    • Authorization Username (optional) - May be required by the service provider.
    • Display Name (optional) – The name of the caller for the outbound call. This name usually appears when making internal calls (between extensions) using the same SIP service provider.
    • Dialing rules (optional) - Rules for modifying the phone number prefixes in outbound calls, see Making a call for further details.
  4. Click the Save button to complete the SIP account configuration. Additional SIP accounts may be added to this service provider by clicking the Add SIP account button.
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Managing SIP Accounts

SIP accounts may be added, edited or deleted from the Service Provider’s page.

The Service Provider’s page displays the following parameters:

  1. Name - Friendly name used to reference SIP account.
  2. SIP Username - SIP account’s username that was configured during the setup.
  3. SIP Status - Status of the SIP account
  4. The following SIP statuses are available:

    • Online - SIP account is assigned to at least one of the devices and is currently online
    • Offline - SIP account is assigned to at least one of the devices, but is currently offline
    • Not in use - SIP account is not assigned to any of the devices
  5. Push Notification - Shows if push notifications have been enabled or disabled as follows:
    • Enabled - SIP account has PUSH notifications enabled.
    • Disabled - SIP account has PUSH notifications disabled.
  6. Assigned to - Shows to which device(s) the SIP account is assigned.
  7. Actions - Allows the user to do the following actions:
    • Click on the icon to edit the device.
    • Click on the icon to delete the SIP account.
Editing a SIP account
  1. Select the Service Provider for the SIP account that you wish to re-configure.
  2. Select the Gear icon associated with the SIP Account to which changes should be made.
  3. Make the appropriate changes according to your requirements.
  4. Click on the Save button to confirm the changes.
Deleting a SIP Account
  1. Select the Service Provider for the SIP Account that you wish to delete.
  2. Click the Delete icon of the SIP account you want to delete.
  3. Confirm that you wish to delete the SIP Account.
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Adding a Contact

Contacts may be added, edited or deleted on the Contacts page. Note that single or multiple devices (call.center™ end-user apps) may be allocated to each contact as described in the Architecture section.

To add a new contact:

  1. Click on the Add contact button.
  2. Specify the required contact details
  3. Contact details are:

    • First Name (required) - The first name of the contact using the call.center™ app.
    • Last Name (required) - The last name of the contact using the call.center™ app.
    • Company (optional) - The company name for the contact.
    • Job Title (optional) - The job title for the contact.
    • Show in Company Directory (by default is enabled) - Contacts that have the company directory feature enabled will be provisioned in the call.center™ application and are updated/synchronised automatically.
    • Contact Numbers (optional) - The Phone Number (Landline Or Mobile) For The Contact. Phone Numbers Are In E.164 Format: <Country Code> <City/Area Code> <Local Number>. The numbers will be used as the main contact number within the Company Directory.
    • Emails (required) - The email address(es) to which the call.center™ application download and activation instructions should be sent. An email label is also required, with the "Work" or "Home" options available for selection from a drop-down menu. Multiple email addresses may be added by clicking on the Add new button.
  4. The configuration of the contact is completed by clicking the Save button.

After a new contact has been created, the new device may be added to the contact. See Adding a Device to a Contact for further details.

Contact details are:

  • Company - The company name for the contact

  • Job Title - The job title for the contact

  • Internal Caller ID - The internal number configured in phone.systems™ for facilitating internal calls by the contact

  • External Caller ID - The phone number configured in phone.systems™ for facilitating external calls by the contact

Click on the icon to copy the contact information

Click on the icon to open the contact details in phone.systems™

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Managing Contacts

Editing a Contact
  1. To edit a Contact, select the Gear icon associated with that Contact.
  2. Make the changes required.
  3. Click on the Save button to confirm the changes.
Deleting a Contact
  1. Click the Gear icon associated with the Contact to be deleted.
  2. Click “Delete contact”.
  3. Confirm that the Contact should be deleted.
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Adding a Device to a Contact

Devices, or call.center™ end-user apps, are allocated to contacts, and each device is supported by a single or multiple SIP account(s).

To add a new device:

  1. Click on the Add device button.
  2. Specify the required parameters.
  3. Device parameters are:

    • Device Name (required) - A friendly name for the device.
    • SIP accounts (required) - The SIP account(s) used to support this device. This parameter is selected from a drop-down menu that lists all of the SIP accounts previously configured for each service provider. Each call.center™ device may use up to four separate SIP accounts. Use the Add account button to add SIP accounts.

      A SIP account may be deleted from a device by clicking on the icon next to the account name.

  4. Click the Save button to complete the configuration of the device.

Once a new device has been configured and saved, the end-user app may be installed and activated with the appropriate device credentials. See Activating the call.center™ app for further details.

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Managing devices

Devices may be added, edited or deleted from contacts by accessing the Contacts page, and then clicking on the relevant contact.

The Contact device page displays the following parameters:

  • Not Activated Devices – The name and type of the device that have not been activated
  • Activated Devices – The name and type of the device that have been activated
  • App Version – The call.center™ app’s version number
  • Device Status – The status of the device as follows:
    • Not activated - When the device is Not activated, the Activation Instructions page displays comprehensive activation instructions. The page also includes the ability to send activation instructions via email to the app user.
    • Online – The device is activated and online
    • Offline – The device is activated, but offline
  • The device status may also have a sub-status, which provides additional information regarding pending actions for a specific device as follows:
    • Instructions sent - Device activation instructions have been sent to the specified email address, but the activation key included in that email has not yet been used to complete the activation.
    • Pending update – The device has previously been activated and configured. However, configuration changes were since made, and the device has not yet been updated with the new configuration parameters.
  • Actions – Allows the user to perform the following actions:
  • Click on the icon to access the Activation Instructions page.

    Click on the icon to edit the device.

    Click on the icon to delete the device.

Editing a Device

The SIP accounts used to support devices may be added or removed as follows:

  1. Select the Gear icon associated with the device to which changes must be made.
  2. Make changes according to the requirements, such as changing the device name, or adding or removing SIP accounts used to support the device.
  3. Click the Save button to apply the changes.
Deleting a Device
  1. Select the Gear icon associated with the device to be deleted.
  2. Click on the “Delete device” button.
  3. Confirm that the device should be deleted.
Moving a Device to a different Contact

Devices may be reassigned to any other configured contacts as follows:

  1. Select the Gear icon of the device that should be transferred to another contact.
  2. Click on the “Move device” button.
  3. From the drop-down menu, select the contact to which this device should be transferred.
  4. Click the Save button to apply the changes.
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Configuring call.center™ in the phone.systems™ environment

If you are using the combination of call.center™ and phone.systems™ as a complete telecom.center™ solution, it is important to note that these two platforms share the same data such as Contacts, Contact methods (contact email and SIP Accounts) and call.center™ devices. Therefore, you may create, remove and manage call.center™ Contacts, SIP Accounts and devices directly from the phone.systems™ interface.

You may access the phone.systems™ environment from any of the telecom.center™ domains (call.center™, contact.center™) by selecting the phone.systems™ option from the dropdown menu at the top left of the web page.

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Creating a Contact in the Contact Center

Within the phone.systems™ environment, the Contact Center manages the contacts and contact methods used by this platform. Specifically, the entries in the Contact Center serve to list the destinations (such as people and departments) to which incoming calls are redirected, and also the methods (such as landline/mobile phones or SIP Accounts) by which these destinations are contacted.

The Contact Center is accessed by clicking on the button in the upper right-hand corner of the phone.systems™ workspace.

This opens the Settings menu, which includes the option.

A typical list of contacts is shown below, together with the number of contact methods configured for each contact. Each configured contact and their contact methods may be edited by clicking on the icon next to that contact, and new contacts may be added by selecting the option.

Selecting the option within the Contact Center window opens a form for creating a new contact. There is an option to include this Contact in the company directory (Show in Company Directory) which is enabled by default. The first and last names for the contact must be entered, and optional details for the fields Company, Job Title and Contact Numbers may be entered. It is not required to create a dedicated Sip-Account for each call.center device, as this can be replaced by the automatically created call.center contact method. However, if needed, additional SIP-Accounts may be added to each call.center device. Contacts that have the company directory feature enabled will be provisioned to the call.center application and are updated/synchronised automatically. The call.center contact method may be used with Ring Groups and Queues directly.

Note: Contact numbers will be used when calling the contact from call.center’s company directory.

By selecting the option, you can enter an internal number or phone number (landline or mobile) for the contact. Phone numbers are in E.164 format:
<CountryCode> <City/AreaCode> <LocalNumber>

After entering the Company Directory number click Save.

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Creating a SIP Account

Selecting the option within the contact window opens a menu for adding a new contact method. Once the required contact method has been selected (SIP Account) from the drop-down list, configuration details for that particular contact method must be entered.

The SIP Account parameters to be entered are:

  • A label (or identifier) for this SIP Account contact method. An existing label may be chosen, or a new label may be defined by selecting .

  • The caller ID name, which will be displayed on end devices that support this feature. By default, this name is the same as the actual contact name to which this contact method is attributed.

  • An optional Internal caller ID number may be selected from the dropdown menu of the extensions configured for Internal Number objects that are currently on the workspace. This number will be displayed as the Caller ID when making outbound calls to other extensions within the phone.systems™ network. For more information regarding Internal Numbers, refer to the phone.systems™ user guide here.

  • The option to enable outbound calling from this SIP device. By default, outbound calling is disabled.

  • If outbound calling is enabled, an external caller ID must be selected that defines the phone number to be displayed as the Caller ID when making outbound calls. This Caller ID may be chosen from the dropdown menu that lists numbers previously added to phone.systems™ by using the Phone Number option under the "Settings" menu. Therefore, it is recommended that phone numbers should be added prior to configuring SIP Account contact methods. For more information regarding phone numbers, refer to the phone.systems™ user guide here.

  • The codecs to be supported by this SIP Account. Multiple codecs may be added from the dropdown list, and the options are:

    • OPUS
    • PCMU
    • PCMA
    • G722
    • G729
    • GSM
    • telephone-event

If multiple codecs are listed, then codec priorities may be set by dragging the included codecs into their desired positions of preference.

Important - the telephone-event codec must be included in the list of “Allowed Codecs” if interactive menus or feature codes requiring the input of digits are to be used.

After setting up the SIP Account parameters, click the button to create a new SIP Account.

The newly created SIP Account may be assigned to an already existing call.center™ device, or a new device can be created by following the steps below.

Please refer to the Contact method: SIP Account section in the phone.systems User Guide for more details regarding SIP Account configuration.

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Contact method: call.center™

A call.center™ contact method is automatically linked to all call.center™ devices. The call.center™ Contact Method allows users to assign an available Internal and Phone Number numbers, that may be used as caller IDs for outbound calling. From the UI point of view, the call.center™ contact method will act as the main group for call.center™ devices within that Contact. All call.center™ devices that belong to this contact will appear “under” the call.center contact method.

Selecting the option in the “Contact Details” window opens up a form to edit the call.center™ contact method for the selected contact.

The information to be entered is:

  • A caller ID name - The caller ID name, which will be displayed on end-user devices that support this feature. By default, this name is the same as the actual contact name to which this contact method is attributed.

  • Internal caller ID - This number will be displayed as the Caller ID when making outbound calls to other extensions within the phone.systems™ network. An optional Internal caller ID number may be selected from the dropdown menu of the extensions configured for Internal Number objects that are currently on the workspace.
    Note: The dropdown list of internal numbers that is displayed consists of numbers (or extensions) allocated to configured Internal Number objects. Therefore it is recommended that Internal Number objects should be configured and placed on the phone.systems™ workspace prior to adding SIP Account contact methods.

  • An option to enable outbound calling from this device. By default, outbound calling is disabled.

  • External caller ID - If outbound calling is enabled, an external caller ID must be selected that defines the phone number to be displayed as the Caller ID when making outbound calls. This Caller ID may be chosen from the dropdown menu that lists phone numbers previously added to phone.systems™.

The call.center™ contact method provides users with the option of enabling call recording, including the ability to define the recording direction (inbound and/or outbound) and to record internal and/or external calls. In addition, a "record on demand" feature is available, where the user may dial a predefined feature code to activate call recording.

Note: By default, call recording is disabled.

If call recording is enabled, then the delivery method for the file containing the contents of the recorded call must be selected, with the options being Email, Dropbox, FTP, SFTP, Google Drive or OneDrive. If the required delivery method has not previously been configured by using the Delivery Methods option listed under the "Settings" menu, a delivery method may be added by selecting the option from the dropdown menu. See the section Delivery Methods for further details.

If the "record on demand" feature is enabled, then a dialing feature code must be defined in order to activate call recording.

Feature codes are configured by selecting the option under the Settings menu (See the section Feature Codes for further details).

The call.center™ contact method provides users with the option of enabling an outbound call announcement, with the announcement being played to the operator once the call has been connected with the end point. Users may configure an outbound call announcement for both internal and external calls. When using this feature, the caller will hear on hold music and the end point will hear the selected announcement. To enable this feature, click on the “Internal/External outbound call announcement” section in the dropdown menu and select the relevant audio file for the announcement.

Note: By default, the outbound call announcement feature is disabled.

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Adding a call.center™ device

Selecting the option in the “Contact Details” window opens up a form for adding a new device to the selected contact.

The information to be entered is:

  • A friendly device name (or identifier), for example, "Android Phone".

  • Up to four SIP accounts to support this call.center™ device. These SIP accounts may be added on device creation, or configured at a later time.

IMPORTANT - The SIP accounts listed for use by the call.center™ device are SIP Account contact methods that were previously configured in phone.systems™.

After selecting the call.center™ device option from the drop-down menu, the same window as previously detailed will be opened. However, in this case, the SIP Account(s) must be manually assigned.

To assign the SIP Account(s), select the option in the “Contact Details” window to open up a list of existing call.center™ devices that are configured for the selected contact.

Choose any of the four visible “Add account” fields, and select which SIP Account to add from the drop-down menu. Up to four different SIP Accounts may be assigned to a single call.center™ device.

A phone.systems™ line is automatically linked to all call.center™ devices, allowing users to assign an available Internal Number and DID numbers that may be used as caller IDs for outbound calling. From the UI point of view, the phone.systems™ line will act as the main group for call.center™ devices within that Contact. All call.center™ devices that belong to this contact will appear “under” the phone.systems™ line.

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Activating the call.center™ device

After the new call.center™ has been added and saved, a window will open to display the device activation instructions. Refer to the Activating the call.center™ app section in the phone.systems™ user guide to learn about the different methods for activating a call.center™ device.

Selecting the option displays instructions to activate the call.center™ app. The call.center application should already be installed on your phone, tablet or computer. If the call.center app is installed on a device other than the one that is being used to configure call.center, you may use that device to scan the displayed QR Code and the call.center™ application will be activated.

There is an additional option to send the “Activation Instructions” to an end-user. At the bottom of the window, you will find the “Recipient’s email” field where you can select the Contact’s email address. The “Activation Instructions” may be sent by clicking on the “Send Instructions” button.

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Activating the call.center™ app

Once the service provider, contact and device were configured using the call.center™ management portal, the app on the end-user device may be installed and activated.

Click the icon to open the device activation instructions.

The displayed instructions include a number of device activation options:

  • Click to Activate action
  • Scanning the QR code
  • Entering the activation code manually

The activation depends on whether the call.center™ app has to be installed on the same device where the management portal is running, or on another (remote) device.

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Using the Click to Activate option to activate a device

If the call.center™ app is installed on the same device where the management portal is running, it is recommended to use the Click to Activate option to activate the device.

  • Click button that is available in the activation instructions.

This action will launch the call.center™ application on the current device and complete the app activation automatically.

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Using the QR code to activate a device

When the call.center™ app needs to be activated on a handheld device, but the received Activation instructions are displayed on another screen, it is recommended to use the QR Scanner option to complete the app activation.

  1. Access your call.center™ app on the device
  2. Press the icon to scan the QR code that was received.
  3. The QR Scanner feature is available on the following operating system platforms:

    • Mac OS
    • Android
    • Windows
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Using the activation code to activate a device

When other available activation options cannot be used, the activation code may be manually entered to activate the call.center™ app.

  1. Enter the activation code included in the activation instructions email or the management portal. This activation code may be simply copied from Activation Instructions, and pasted to the app.
  2. Click to complete the activation.
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Sending Activation Instructions to a remote device

If the call.center™ app was installed on another (remote) device, the activation code as well as all the displayed instructions can be sent to a Contact’s email address.

To send the Activation Instructions:

  1. Click the icon to display the device Activation Instructions.
  2. Select the recipient’s email address in the Send Email To field
  3. Click the icon to display the device Activation Instructions.

Important – The dropdown to select the recipient of the email will contain email addresses that are added to Contacts.

The recipient of the Activation Instructions email may use all available device activation options.

After the instructions are sent, the related device receives “Instructions sent” sub-status and the activation code is then hidden from the Activation Instructions page to prevent unintended use of the code.

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Resetting the activation code

The activation code may be reset to perform the following actions:

  • Deactivating a device
  • Canceling a pending call.center™ app activation
  • Resetting the code due to security reasons
  1. Click the icon to display the device Activation Instructions.
  2. Click the button. The sent activation code will be replaced with a new one that can be resent again.

Important – Resetting the activation code for an already activated device will deactivate it.

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The call.center™ app Home Screen

The Home screen consists of various areas, windows and menus that fulfill different functions.

The appearance, layout and functionality of the main (or Home) screen is dependent on the operating system and device used. However, the information provided below is general to all call.center™ apps.

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SIP Accounts and Line Status

This information is located in the top left-hand corner of the screen and displays the SIP account name as well as the current status of the SIP connection (Not Connected, Connecting or Connected). Note that if multiple SIP accounts are configured for this app, then the name of the account currently selected is displayed.

Important - If your device’s SIP Accounts were set to manually enter their passwords during the device activation, they can be edited later by accessing the Account Info window. For more information, see the Account Info paragraph.

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Home Circle

This area serves as the main "workspace" for the call.center™ app, and indicates the current call status of the softphone. The central "contact" displayed belongs to the user to whom this app is registered, and clicking on this contact provides access to the Account Info window, as well as to call history and notes relevant to the owner of this app.

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Recents, Favorites and Contacts Tabs

Displays the recent call history

Displays a list of company directory contacts

Displays the favorite contacts

Displays a list of local and imported contacts

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Activities Wheel

The Activities Wheel area provides an easy access to your most important Contacts. It is populated with contacts:

  • To whom calls were recently placed, or from whom calls were received.
  • Which were recently interacted with.
  • That were pinned by the user from the Recents, Favorites and Contacts onto the Activities Wheel.
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Clearing the Activities Wheel

Contacts in Activities Wheel area may be cleared individually or collectively, depending on the operating system platform and device being used.

In order to remove a single contact from the Activities Wheel, "drag" the selected contact’s avatar from its location in the Activities Wheel area and drop it outside that area.

If collective clearing of the contact is supported by your operating system platform, right-click the area outside Activities Wheel to display a menu, from which you may select the required "clearing" option.

Select Clear all, Clear all visible or Clear all except pinned from the drop-down menu, and the Home Screen will be cleared.

For macOS, iOS and Android, in order to clean the Activities Wheel, press and hold your avatar located in the Home Circle. A menu will appear with options for clearing the Activities Wheel area.

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Account Info window

To access the Account Info window, click on your account owner’s Avatar located in the Home Circle.

In the Account Info window, you are able to:

  • Review and filter your recent calls
  • Review your call history, with the ability to display specific results by using the filters provided at the bottom of the Recents section.

  • Add, edit and delete personal notes
  • Manage personal notes that are associated with your account.

  • Enable/Disable call recording (only on Windows platform)
  • Call recording may be enabled and disabled from the Account Info window. When enabled, all incoming and outgoing calls will be recorded and stored locally on your device.

  • Play call recordings (only on Windows platform)
  • Recorded calls are designated by a recording icon being displayed next to the phone numbers that are listed in the Recents section. To listen to a recorded call, right-click on that call and select Play.

  • Enable/disable Do Not Disturb mode
  • Enabling the Do Not Disturb mode will cause all incoming calls to your device to be automatically ignored, but you will still be able to place outgoing calls.

  • Enable/disable call forwarding
  • Enabling call forwarding will forward any incoming call to the phone number you set up below the toggle button.

  • Edit SIP Account passwords if they need to be manually provisioned
  • If you have SIP accounts which require the manual provisioning of passwords, passwords may be entered by clicking on the Edit button located in the Account Details section. An Edit SIP Passwords dialog box will open, where changes may be made and saved.

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Phone Function Menu

Contains buttons that may be used for phone functionality, and is located on the left-hand side or bottom of the screen, depending on the platform used and/or the device orientation.

/ Mute/un-mute the microphone during a call (Windows, Mac OS, iOS, Android). For more details, see Muting/Unmuting a call paragraph.

/ / Answer or hang up a call (Windows, Mac OS, iOS, Android). For more details, see Answering a call paragraph.

/ Access the dial pad or the home screen (Windows, Mac OS, iOS, Android). For more details, see Making a call paragraph.

/ Place an active call on hold, or unhold that call (Windows, Mac OS, iOS, Android). For more details, see Holding/Unholding a call paragraph.

Transfer a call (Windows). For more details, see Transferring a call paragraph.

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Operating the call.center™ app

Answering a call

A ring from the call.center™ app indicates an incoming call. The caller’s icon appears in the Activities Wheel in the area surrounding the Home Circle. The caller’s icon and the Answer button are both highlighted in green indicating a ready state, and that the call may be answered (or rejected).

There are three ways to answer incoming calls, depending on your operating system platform:

  1. Click the Answer button in the Phone Function Menu.
  2. Drag and drop the highlighted contact icon associated with the incoming call into the Home Circle.
  3. Click the Answer button from the incoming call pop-up notification, if enabled.

Once the call has been answered, the caller’s icon joins the app owner’s icon in the Home Circle.

The Answer button is re-labeled to become a Hang-up button, indicating that the call is active but may be terminated as and when required.

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Making a call

There are three ways of making an outgoing call:

  1. Drag the icon of the Contact to whom the call should be placed from the Activities Wheel or from the Recents, Favorites, Contacts Tab, and drop that icon into the Home Circle.
  2. Click on the icon of the Contact that you wish to call. The Contact’s Details window will be opened, from where you can choose which of the contact’s phone numbers you wish to dial. Click on the selected phone number, and the call will be initiated.
  3. Open up the Dialer, manually enter the contact’s phone number, and click the Call button below the dial pad or in the Phone Function Menu.
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Rejecting a call

All incoming calls (including those from unknown callers) are displayed in the Activities Wheel area surrounding the Home Circle. The caller’s icon is highlighted, as shown in the image below.

There are two ways of rejecting an incoming call, depending on your operating system’s platform:

  1. Drag the caller’s icon away from the Activities Wheel area and then release that icon.
  2. Select the Decline button from the incoming call’s pop-up notification, if enabled.
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Holding/Unholding a call

The Hold button in the Phone Function Menu may be used when a call is active. When you place a call on hold, a pre-recorded audio file is played to the party that is on hold. The call status changes to Unhold when you click the Hold button or when the call is terminated.

Once a call is on hold, the icon for the on-hold party moves from the Home Circle to the Activities Wheel area to indicate the change in status for that call.

When the Unhold button in the Phone Function Menu is active, you may click on this button to return the call to the Unhold mode. Alternatively, you may drag and drop the on-hold party’s icon from the Activities Wheel area into the Home Circle for the call to resume.

To terminate an on-hold call without returning to the Unhold status, drag and release the on-hold party’s icon outside the Activities Wheel.

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Muting/Unmuting a call

The Mute button in the Phone Function Menu may be used mute an active call. When a call is muted, the muted party’s icon moves from the Home Circle to the Activities Wheel area, indicating the change in the status of that call.

When the Unmute button in the Phone Function Menu is active, you may click on it to return the call to the normal (unmuted) status. Alternatively, you may drag the Muted party’s icon from the Activities Wheel area and drop it into the Home Circle to return the call to the normal status.

To terminate a muted call without returning to the unmute status, drag and drop the muted party’s icon outside the Activities Wheel.

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Joining/Splitting a conference call

When a call is active, participants may invite other parties to join that call or participate in a conference call.

To invite another party to participate in a conference call, drag and drop the relevant contact’s icon from the Activities Wheel or from Recents, Favorites, Contacts Tab into the Home Circle.

The contact’s phone number will ring and, if answered, that contact will automatically join the conference call.

If a participant to be invited to a conference call is not listed as an existing Contact, then there is no option of dragging their contact icon into the Home Circle. In this case, the participant may be added by clicking on the Dialer, inputting the relevant phone number, and clicking the Dial button.

Note that the icon of the new participant joining the conference call appears in the Home Circle of the call.center™ app belonging to the person who invited that participant. This means that the inviting party fully controls the activities and participation of any invited third parties, and can Hold, Mute, or Hang up those participants, or Hold, Mute or Terminate the conference call, depending on the operating platform.

During the conference call, the inviting party may right-click inside the Home Circle to display the following options:

  • Hold
  • Mute
  • Hang up
  • Hold conference
  • Mute conference
  • Terminate conference
  • Contact information
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Transferring a call

Once a call is active, users may transfer that call to other contacts. This is achieved by dragging the call participant’s icon from the Home Circle and dropping that icon onto another contact in the Activities Wheel or Recents, Favorites, Contacts Tab area.

Depending on the operating system platform, a drop-down menu (with the options Pin and hold, Pin and mute, and Transfer) may be displayed. Selecting Transfer causes a call transfer to be initiated. The transfer-target phone rings and, if answered, the call is then successfully transferred.

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Transferring a call to another phone number

Once a call is active, users may transfer that call to other phone numbers. This is achieved by manually entering the transfer-target phone number using the Dial pad, and then using the Call Transfer button. This feature is not available for all operating system platforms.

After clicking the Call Transfer button, the call is disconnected from the initiator of the call transfer even if the call setup does not succeed, for example, in the case where the call is not answered.

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Managing Contacts in the call.center™ app

Creating a contact

The call.center™ app integrates with the native contact information already present on your device on which the app is installed. For some operating system platforms such as Windows, you may import contacts from a Microsoft or Google account or create a private contact database specifically for the call.center™ app.

Note that when an incoming call is received, the call.center™ app attempts to match the caller’s number with a phone number listed for an existing contact on your device. If no match is found, then a question mark icon and the caller’s number are displayed in the Activities Wheel area and/or in the Recents tab.

A new contact may be created by either:

  • Entering the complete contact information from scratch, or
  • By adding contact information to a recently used phone number. This phone number is generally associated with an incoming call received from an unknown or unlisted contact.
Creating a new Contact from scratch
  1. Click the Dialpad button in the Phone Function Menu to display the Dial screen.
  2. Click the “PLUS” button to display the Create Contact dialog box.
  3. Enter a name in the Contact name field.
  4. Select the type of account from the Account drop-down list, for example, Local contacts.
  5. Click the Phone numbers button on the top-right corner of the Create Contact dialog box to display the Phone numbers window.
  6. Click on the Add phone number button to display a new field where a phone number may be added.
  7. Enter the phone number and click the Confirm button to save the information. The new contact that you have created will now be displayed in the Contacts area.
Creating a contact from a recently used phone number
  1. Click on the selected phone number from the Activities Wheel or from the Recents tab to display the Contact Details tab.
  2. Click on the “PLUS” button to display the Create Contact dialog box.
  3. Enter a name in the Contact name field.
  4. Select the type of account from the Account drop-down list.
  5. Click the Confirm button to save the information. The new contact that you have created will now be displayed in the Contacts area.
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Importing contacts from external accounts or CRM systems

call.center™ allows the importing of contacts from external accounts or CRM (Customer Relationship Management) systems. Contacts that have been imported from external sources may then be edited, removed, and re-synchronized on your device. New contacts can also be created and synced between a call.center™ device and external contacts.

Currently, users can import contacts from the following external accounts and CRMs:

  • Google Account
  • Microsoft Account
  • Pipedrive CRM
Importing contacts on a Windows platform
  1. Click on the Settings button located on the home screen.
  2. Select the Contacts/CRM tab.
  3. From the drop-down menu, select the external accounts or CRM from which the contacts should be imported.
  4. Log in using the external account credentials to import the contacts.

The contact importing feature will soon be available for additional platforms.

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Managing imported contacts

Enabling or disabling an external account/CRM

Imported contacts can be temporarily disabled without removing the external account. This can be done by Enabling/Disabling the external account via a toggle button.

Re-synchronizing the external account/CRM

Although contacts are synchronized every time the call.center™ application is launched, it may be necessary to re-synchronize contact details between the call.center™ and third-party account/CRM if changes were made to the contact information. This action will update the contact information on both the call.center™ device and the external account.

To re-synchronize contacts, press the “Re-sync” button located next to the external account listing.

Removing an external account/CRM

Access to imported contacts may be completely disabled by pressing the “Remove” button, and then confirming that you wish to delete the external account.

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Contact Info window

To access the Contact Info window, click on specific contact’s avatar.

In the Contacts Info window you are able to:

  • Review and filter your recent calls with that contact
  • Review your call history with that contact, with the ability to display specific results by using the filters provided at the bottom of the Recents section.

  • Add, edit and delete personal notes
  • Manage notes that are associated with this contact.

  • Play call recordings (only on Windows)
  • Recorded calls are designated by a recording icon being displayed next to the phone numbers that are listed in the Recents section. To listen to a recorded call, right-click on that call and select Play.

  • Add Contact to Favorites (only on Windows)
  • A Contact may be added to Favorites from the Contacts Info window, by clicking on the Star icon/button.

  • Select default SIP line
  • If you have multiple SIP lines, you may select which SIP line will be used by default when making outgoing calls to this contact.

  • Select default phone number
  • If your contact has more than one phone number assigned, you may select which one of those phone numbers will be used by default when calling this contact.

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Editing contact details

  1. To edit contact details, click the relevant contact’s avatar from the Home screen to display the Contact Info window.
  2. Click the Edit button located in the Account Details section to display the Edit Contact dialog box.
  3. Edit the information as required, and then click the Confirm button to save.
  4. Note that the forms and screens used to manage contact information are dependant on your operating system, and also on where the contact nformation has been saved.

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Deleting a contact

  1. Click the Edit button to display the Edit Contact dialog box.
  2. Click the Delete button, and the contact will be deleted.
  3. If the contact was imported from external sources (such as an existing database), then that contact must be deleted on service side. Thereafter, the contacts should be synchronized in the call.center™ application.

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Managing Notes

You can add to, edit, archive or delete contact or personal notes.

The number shown in a yellow circle on the top right of a contact’s avatar indicates the number of notes compiled for that contact.

Adding a Note
  1. To add a note, click the ”PLUS” button located in the Notes section to display the Edit Note dialog box.
  2. Enter the note text and click the Confirm button to save the text. That note will then be displayed on the Notes panel in the Contact Details window.

Each added note includes a date and time stamp.

Editing a note
  1. Click on the note you wish to change to activate the Edit Note dialog box.
  2. After making changes to the note, click the Confirm button to save.
Archiving a note
  1. Click on the note you wish to archive to activate the Edit Note dialog box.
  2. Check the Archive option in the Edit Note dialog box, and click the Confirm button to save the changes. Your note will be archived.

Notes that are archived are grayed out to indicate their status.

To remove a note from the archived status, repeat the same steps as listed above, but uncheck the Archive option.

For macOS and iOS devices, swipe the note to the left of the screen. An option to archive/unarchive that note will be displayed.

Deleting a note
  1. Click on the note you wish to delete to activate the Edit Note dialog box.
  2. Click the Delete button to remove the note.

For macOS and iOS devices, swipe the note to the left of the screen. An option to delete that note will be displayed.

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Accessing recent calls

Click on a selected contact’s avatar from any window or tab to display the call history for that contact. Call history is displayed under Recents.

Recents details include:

  • The contact or number from/to which the call was placed/received.
  • An arrow designating if the call was Inbound or Outbound. The color of the arrow indicates if that call was successful.
  • The date and time of the call.
  • The length of the call (if applicable) in the format minutes:seconds.

Call records may be individually deleted from the Recents history. The process required for deletion is dependant on the operating system platform as follows:

  • For Windows, right-click a call record to open a menu that includes an option to delete that record.
  • For macOS and iOS, swipe the record to the left to delete that call record.
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Integration Protocols

Call.center™ Supported URL Protocols

Protocols can be used to speed up the workflow by taking out repetitive actions and allowing the end-user to control the application actions without its interface getting in the way.

call.center™ supports the following protocols:

  • callto:{PhoneNumber}
    Protocol used to initiate a call towards specific phone number

  • tel:{PhoneNumber}
    Protocol used to initiate a call towards specific phone number

  • call.center:call?number={PhoneNumber}
    call.center protocol used to initiate a call towards specific phone number

  • call.center:transfer?number={PhoneNumber}
    call.center protocol used to transfer current call towards specific destination number

  • tcall.center:hold_unhold
    call.center protocol used to hold and unhold current active call participants

  • call.center:mute_unmute
    call.center protocol used to mute and unmute current active call participants

  • call.center:hangup
    call.center protocol used to hangup current active call

  • call.center:answer
    call.center protocol used to answer current incoming call

  • call.center:reject
    call.center protocol used to decline current incoming call

The first two protocols in the list are the default calling codecs used by multiple different operating systems. The remaining protocols are the call.center™ application-specific protocols that can be used to control the application behavior while it is running in the background. Currently, these protocols are only supported on Windows OS.

Note - Integrating call.center™ protocols with your system should be left done for professionals that are familiar with this process.

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Configuration & Troubleshooting Tips

Proxy server (for Push notifications)

About proxy

The call.center™ proxy server is responsible for maintaining continuous SIP registration activities, providing a call relay between the SIP service provider and the call.center™ app, as well as for facilitating push notifications.

VoIP apps such as call.center™ are usually required to run continuously in the background for the purpose of displaying notifications regarding incoming calls and other real-time activities. For mobile devices in particular, this background activity results in poor battery life and high mobile data usage on the device.

The call.center proxy server reduces the background overhead by transferring the continuous listening activity from the end device to the proxy server. This server registers with the SIP service provider as a client and maintains uninterrupted registration capabilities. Accordingly, when an incoming call is received, a push notification is generated on the device that has call.center™ installed, waking that device and allowing the user to process the incoming call.

The call.center™ app supports push notifications on the following platforms:

  • iOS
  • Android
  • Windows (Microsoft Store version)

It is highly recommended that the proxy server feature should be enabled for SIP Accounts used on mobile devices. This important feature will enable you to get the maximum benefit from your call.center™ application, and never miss an incoming call.

How to enable the use of Proxy server

The proxy server feature is enabled by default for phone.systems™ (version 2) SIP Accounts during the creation of these accounts. If a third-party SIP service provider is used with the call.center™ application, then the proxy server feature, if required, must be manually enabled for individual SIP Accounts. This is done from the call.center™ management portal by accessing the SIP Account’s “Advanced Settings” tab.

For more information on how to find the SIP account “Advanced Settings” tab, please refer to the “Managing SIP Accounts” section here.

IMPORTANT - Please ensure that the selected service provider has whitelisted the IP addresses found here. These addresses are required for call communication services when the proxy server feature is enabled.

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Android Devices

Data Saver

The Data Saver feature helps to reduce data usage by preventing some apps from sending or receiving data while running in the background.

If this setting is enabled on your Android device, it may prevent the call.center™ application from receiving incoming call notifications.

Data Saver settings on your Android device can usually be found under Settings -> Network & Internet -> Data usage -> Data Saver

You may disable the Data Saver altogether, or allow call.center™ to use unrestricted data when the Data Saver feature is enabled.

Battery optimization

If you are still experiencing issues with incoming call notifications, you may need to check the battery optimization settings on your device.

Some devices may have more aggressive battery optimization configurations that may lead to an application not receiving incoming call notifications.

Incoming Call Notification Display over other Apps

call.center™ application is capable of displaying incoming call notification over other applications.

This option can be enabled from the phone’s Settings window -> Apps & Notifications -> select the “call.center™” application from the list -> Tap on the “Advanced” option -> Select the “Display over other apps” option -> Enable the “Allow display over other apps” toggle.

The flow of enabling this feature may differ depending on your device’s Android version.

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iOS Devices

If you are experiencing issues with incoming call notifications on an iOS device, ensure that the following settings are enabled:

Go to Settings -> call.center™ and check that “Background App Refresh” is enabled.

Also, make sure that Allow Notifications in Settings -> call.center -> Notifications are enabled.

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call.center IPs

If you are using a different service provider other than the default phone.systems™, make sure that the following IP addresses are whitelisted:

  • 46.19.210.31 for Signaling
  • 46.19.210.33 for Media and Outgoing traffic

You may also whitelist the whole subnet mask 46.19.208.0/21 (46.19.208.0 - 46.19.215.255), as in the future, additional call.center™ nodes may be created for call communication services.

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How to send feedback

If you have not found a solution to your problem, you may send your feedback or questions directly to the developer team.

Please note that application log files will automatically be attached to the email. These files are used by the development team to perform a more thorough investigation of technical issues.

For the Windows platform

  1. Click on the call.center™ logo at the top right corner.
  2. Select the “Support” tab.
  3. Click on the "Get help from support team" button.
  4. Your default mailing application will be opened with the email's subject, recipient and log files already included. You may edit the email content by including your questions and feedback.

For Android, iOS, macOS platforms

  1. Click on the version number located at the bottom left of the screen.
  2. Select the “Support” tab.
  3. Click on the "Get help from support team" button.
  4. Your default mailing application will be opened with the email's subject, recipient and log files already included. You may edit the email content by including your questions and feedback.
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SIP ALG

A SIP ALG (Session Initiation Protocol Application Layer Gateway) is prevalent in many commercial routers. Its aim is to avoid some of the issues caused by router firewalls, and this is achieved by inspecting and changing VoIP traffic (packets) if necessary. However, the use of SIP ALG can be unpredictable, and SIP packets may be corrupted, rendering them unreadable. This can result in unexpected and undesirable behaviour, such as non-registering phones and audio degradation.

We recommend turning off SIP ALG in order to avoid the following issues:

  • Failed call registration - With a number of acknowledgments needed during a request, the call will not be set up if any malfunction occurs. This is called a failed registration, and is often attributable to SIP ALG operating in the background.

  • One-way audio - One-way SIP audio calls are usually the result of the packets being changed/dropped due to either incorrect firewall settings, or the ALG causing audio to be lost on one end of the call.

  • Unpredictable and random reduction in call quality – Static, lapses in sound transmission, or echoing may be an indication of packets being lost or changed during an internet-based call. This audio degradation may be attributable to a SIP ALG.

  • Lost Connections – When using SIP, calls may be dropped due to lost and unrecoverable data. Once again, this problem may be caused by a SIP ALG.

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