Broadsoft Hosted VoIP Softphone VoIP Information and Instructions

inContact, Inc 9/2/2015

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BACKGROUND

The Broadsoft platform is expected to deliver the stability that inContact and its customers demand. It is

the premier provider of hosted IP voice platforms in the USA, with approximately 60% of all hosted IP

voice services being provided through its platforms. Furthermore, the Broadsoft platforms are being

deployed with geographic redundancy and automatic failover from one location to the other in case of

emergency.

NOTES AND PREREQUISITES

VoiP numbers are 700-XX-XXX-XXXX (12 Digits).

Customers using softphones will need to download the softphone from Central.

Your machines need to meet the inContact Softphone system requirements. Please remember to

also check the minimum workstation requirements outlined by Central’s NG Requirements.

Please remember that agents still need to be logged into one of the inContact applications to make outbound calls.

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SOFTPHONE VOIP PROCESS

1. Open up the IP ranges listed in the Hosted VoIP Open Ports Document. Please see page 3 for

additional details.

2. Please ensure that you meet the minimum system requirements for the inContact softphone.

Please see page 4 for additional details.

3. You will need softphone licenses. Your Account Manager will provide these for you.

4. Download the Softphone. Please see page 5 for additional details.

5. Launch the Agent Interface. Place an outbound test call and receive an inbound test call. Ensure

there is two-way audio.

6. Repeat as necessary.

7. Once you have downloaded the softphones, please update Central accordingly – ie. Station IDs.

3

BROADSOFT HOSTED VOIP OPEN PORTS DOCUMENT

DAL: 216.20.235.240/28 dalsip.incontact.com dalsec.incontact.com

LAX: 216.20.237.240/28 laxsip.incontact.com laxsec.incontact.com

MUN: 216.20.255.0/28 munsip.incontact.eu munsec.incontact.eu

FRA: 216.20.254.0/28 frasip.incontact.eu frasec.incontact.eu

HKO: 205.252.219.240/28 hkosip.incontact.com hkosec.incontact.com

Ports:

For all SIP services, port 5060 must be open for inbound/outbound as all SIP Messaging traverses

this port. UDP is the default; however the end point can be adjusted to TCP based on preference.

TLS/SIP services will utilize TCP port 5061. RTP (Audio) ports are dynamically assigned when a call is

established and will draw from the available range of UDP ports: 1024 through the end of the

range, 65,535. These RTP ports only need to be open for outbound communication.

For hard phones and soft phones configuration. TCP port 80 and 443 to the following:

Europe: 216.20.244.128/27 and 216.20.248.128/27 fraxsp.incontact.eu munxsp.incontact.eu

US, HKO: 207.166.92.64/26 and 207.166.95.128/26 dalxsp.incontact.com laxxsp.incontact.com

Softphone only:

To register with the license, the user needs to add https://secure.counterpath.com.

Hard phone only:

NTP (UPD port 123) for the following:

Europe: 216.20.244.128/27 and 216.20.248.128/27 fraxsp.incontact.eu munxsp.incontact.eu

US, HKO: 207.166.92.64/26 and 207.166.95.128/26 dalxsp.incontact.com laxxsp.incontact.com

4

SYSTEM REQUIREMENTS

5

NEW SOFTPHONE DOWNLOAD INSTRUCTIONS

Pre-Requisites:

New Softphone License

New Softphone Credentials

Minimum System Requirements

Correct IP Ranges Opened

Step 1: Log into Central. Login.incontact.com

Step 2: Hover over the Support tab, and choose Software and Updates from the drop down.

Step 3: Accept the disclaimer.

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Step 4: Choose the InContact_DMS_Softphone.exe.

Step 5: Choose the ‘Run’ Option.

You will see the following as the file downloads

Step 6: The following message will appear:

‘Do you want to allow the following program to make changes to this computer?

Program Name: Softphone_Installer Setup

Verified Publisher: Counterpath Corporation

File Origin: Downloaded from the Internet

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Step 7: Select the language

Step 8: Click ‘Next.’

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Step 9: Accept the terms.

Step 10:

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Step 11: Click ‘Install.’

Step 12: The Install Status will be displayed.

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Step 13: Upon completion, you will receive the following confirmation. Click Finish.

Step 14: Choose the ‘Profile dropdown.

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Step 15: Choose the ‘US’ option unless your Username (number) begins with a 7006.

Step 16: Enter the Username and Password that has been provided to you. This is the only information

needed to pull down the configuration file for your softphone.

The username is the 700 #.

The password is the device password.

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Step 17: Enter your License Key.

Step 18: Launch the Agent with your softphone number!

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Step 19: You can enable auto answer, with the more call options button.

This setting does not save and must activate daily: