Softphone Pro

5. Dialling Rules

What is Softphone Pro?

Softphone Pro is a software phone.

The software solution offers various CTI interfaces, such as TAPI, Outlook, LDAP and many others.

Softphone Pro CSTA is a special CTI interface for connecting desktop phones, for example, from the manufacturers Cisco, SNOM, Yealink etc. and a personal computer.

This documentation is intended to support the use of the software application and to describe its most important functions.

Subject to change
Version 1 / 09/2025 (EN)

Prerequisites

The software is compatible with the following 64-bit Windows operating systems:

Windows 10
Windows 11

The software is compatible with the following 64-bit Linux operating systems:

Ubuntu 20.04+
Debian 11+

The software is compatible with the following macOS operating systems:

Sequoia 15
Sonoma 14
Ventura 13

Hardware requirements:

Processor: min. i3 processor or M-processor based devices (M1, M2, M3+)
Memory: min. 8 GB RAM

Installation

Download the installer under Downloads.
Execute the installer file.
Please note that admin permissions are required.
Follow the instructions of the installer to finalise the installation.

Managing licenses

To access, view and revoke licenses, go to Managing licenses by the admin.

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Menu / Toolbar

A toolbar is started for operation. It can be docked to any monitor edge and can be operated with any number of monitors.

To hide/show the toolbar

Swipe the mouse twice on the lower edge of the screen.

User/status
The user icon in the upper left-hand corner serves as a status indicator and shows you the connection between your telephone system and your softphone.
If the border (status) is not green, there is an error.
Your telephone status is shown with a BLF:
Green: The user is not in a call.
Red: The user is in a call.
DND: DND is activated.
Please note that you need to click on the user icon to open a menu with additional user options (see below).
Team Panel (contact group display)
An information bar appears at the top of the screen that displays both contacts and contact groups.
Contacts
Opens a separate window to manage your contacts.
Call
Shows a dialpad to make calls.
History
Opens a clear call history.
Settings
Opens settings.
Call Manager
The call manager is an input bar for dialing phone numbers that appears in the bottom right-hand corner of your screen and can be moved anywhere on the screen via drag & drop.

The functional features shown depend on the connected device (hardware phone) or on the software telephone.

Therefore, the features listed here may differ from the expected functionality.

User menu

To open the user menu

Click the user icon in the upper left-hand corner.
⇒ A menu with additional options opens.

In this menu, you can:

Set profile for outgoing telephony (SIP user)
Start the application with the operating system (Softphone Pro is started automatically with Windows)
Change your status to DND (prevents incoming calls from being audibly signaled. Depending on the settings, calls are either rejected or redirected to voicemail)
Use the operator mode (find more information under Operator Panel)
Restart in CTI mode (find more information under CTI mode / Softphone mode)
Check for updates (search for newer versions of the softphone)
Start monitoring of audio metrics (review native audio settings)
Open Help (opens the web browser to the Softphone Pro documentation)
Close application (exit the softphone)

Dialling

To make calls

Open the keypad via Call or use the grey button with the arrow.

To dial a number

Enter the number via the keypad or type the number via the keyboard in the Search or dial area.
Dial the number by clicking on the handset symbol or using the enter key.
Alternatively, use the call manager to dial a number (see below).

Searching contacts

To search for contacts

Enter a name in the Search or dial field.
⇒ The matching results are displayed in the favorites area.
Click on the desired contact to open the contact information.
Call the primary phone number using the blue handset symbol.
Call other phone numbers using the gray handset symbol.

In addition, you can write an email to the contact or manage the contact. The contact origin is displayed via the symbol to the left of the name.

Call manager

Click Call Manager.
⇒ The call manager appears at the bottom right edge of the screen. You can move it anywhere on the screen via drag & drop. The call manager forms the lower basis for call pop-ups for incoming or outgoing calls.

Call tabs

If you are in an active call, you can open another call tab on the right below the first call tab.

To open a call tab

Click on the plus symbol.
⇒ The existing call is automatically put on hold.
Please note that you can use up to 8 call tabs in parallel.

The call tab you want to control is displayed in light blue, while the other open call tabs are gray.

During a call, you can also use the comment and DTMF functions.

To make a comment

Enter your remarks in the field displayed.
⇒ As soon as the call is ended, the comment is automatically saved in the call history.

To make DTMF entries

Switch to DTMF in the comment field.
⇒ The comment field is then the area for your DTMF entry.

Call transfer

You can transfer calls via drag & drop.

To transfer a call

Drag the call tab to the desired transfer destination. Please note that the destination can be a contact (favorite in the keyboard, contact in the team panel, contact in the contact window), a call tab or any phone number in the keyboard or in the call manager.

To make a blind transfer

You can open an additional call tab during an incoming call, enter a number on the keypad or in the Call Manager and drag the call tab of the incoming call to a number via drag & drop.

The same applies for transferring active calls.

Call pickup

Click on the blue arrow.
⇒ You are now able to pick up an incoming call from one of your colleagues.

Holding and toggling calls

Click the Hold button to put active calls on hold.

If you have several call tabs open, you can toggle between the lines by selecting the desired call tab.

Starting a conference

You can combine all active call tabs into a conference.

To start a conference:

Click the Conference button.

To end the conference:

Click the Conference button to end the conference.

Adding comments

During a call, you can add comments which are automatically saved in the call history on your local device. This gives you the possibility to view important information directly and without much effort during the next call.

Add new comments or delete existing ones with a right-click.

Audio settings

Select the terminal device for audio & microphone via the headphone icon.

For further options available, go to Settings > Media device settings.

Change the volume of audio in- and output via the speaker icon.

Managing contacts

Click Contacts to open the contact window.

Creating a contact

To create a contact

Click on the add-contact icon at the top of the action bar.
Assign information such as name, address, phone number and email.
Click on Apply to add the contact to your contact list.

Editing contacts

Left-click to mark a contact.
⇒ You can now call, edit or delet the contact directly.
Use the buttons at the top of the contact window to call, edit or delete the cont.

Contact information

Right-click on any contact to open the contact information.
⇒ You can edit, delete or add the contact to a group using the 3-dot button.

Editing a contact: Setting the primary phone number

Under the Numbers tab in the Edit Contact section, you can define the primary phone number of each contact.

Drag and drop the desired primary phone number to the top position.
Click Apply to confirm.

To create a new contact via history

Right-clicking on the contact you want to add.

Under Number you will find the functions Copy or Add contact.

Creating a contact group

To create a group of contacts

Click Contacts.
In the contact window, click on the Create group icon.
⇒ At the bottom, you will see the function + New Group.
⇒ A dialogue window opens.
Enter a group name.
Click OK.
⇒ You have created a new group.
Please note that you can change the name of the group at any time or delete the group.
Click on the Create group icon to return to the contact overview.

Adding a contact to a contact group

To add a contact to a group

Drag and drop a contact onto the groups listed in the contact window on the left.

Alternatively, right-click on the contact to open the contact information and use the 3-dot menu to assign the contact to a group.

Favourites

Click Add favorite or on the Contacts menu item in the toolbar.
Click the star symbol of a contact.
⇒ The contact has been added to the favorites section of the keyboard.

Please note that you can add as many contacts as you like to the favorites. If there are more than 8 favorites, 7 favorites are displayed, while the other favorites are available under +x-Favorites.

Call history

Click History to open a clear call history.

Detailed call history

To open a detailed call history

Click the symbol at the top right.
⇒ A separate history window opens where you can find information such as the date, start and end of the call, duration, call partner, call forwarding information and notes.

At the top right, you can set the following options:

Incoming calls
Outgoing calls

Opening Team Panel

Click the Team Panel icon.
⇒ The Team Panel opens as a separate window and is fixed to the top of your screen.

Team Panel overview

As a default, the Team Panel displays your favourite contacts and their call status. Additionaly, you can enable your blocked contacts to be displayed.

Click Favourites to disable or enable (blue: currently enabled)
Click Blocked contacts to disable or enable (blue: currently enabled)

CTI mode / Softphone mode

As a default, your Softphone Pro will start in the Softphone mode. You can restart the app as a CTI client (also referred to as CTI mode).

What is the difference?

Softphone mode

The softphone mode is the basic use case of the Softphone Pro: Using the app as your telephony device with a wide range of options for making calls, monitoring the call status of your team members and managing contacts.

CTI mode

In the CTI mode, you can use the Softphone Pro as CTI Client for another telephony device, usually a desktop phone. While you use your desktop phone to make calls and monitor the call status of your colleagues, you have the Softphone Pro to manage features and setup of your desktop phone.

Depending on the mode you started the app with, some features are or aren't available. In the table below, you can see an overview of the most important differences:

Feature	Softphone mode	CTI mode
Status indicator	Yes	No
Make calls	Yes	No
Operatorpanel	Yes	No
CTI settings	No	Yes
Media device settings	All options available	Only ringtone device options available
System settings	All options available	Some options unavailable
TAPI settings	Two options, effect softphone	Three options, effect desk phone

For more information on how to configure CTI settings, go to CTI settings for desktop phones.

What is Operator Panel Mode?

The Operator Panel Mode view is an interface optimised for call handling.

A Voice Operator Panel (VOP) is a software or hardware solution designed for professional call management in companies, call centers or reception areas. It enables operators or receptionists to efficiently control, route and monitor incoming and outgoing calls.

Softphone Pro does not explicitly differentiate between use cases in terms of functionality, as most features are available across all applications.

This is because, instead of offering multiple products, an all-encompassing software solution is provided that covers both everyday telephony and specific operator requirements equally. Uniform graphical elements and functions apply to both operating modes. Thanks to consistent meanings and clearly recognisable symbols, the Operator Panel Mode can be used immediately without any training time.

The key factor is the handling: Larger overviews for better call control, usability across multiple screens (call panel, contacts) and optimal integration of various contact sources with cross-database phone number reverse lookup.

Advantages of a Voice Operator Panel Mode

1. Centralised call management

Manage multiple calls simultaneously
Easy call forwarding (blind transfer, attended transfer)
Call monitoring and control

2. Increased efficiency and speed

Drag-and-drop call routing
Quick search for contacts and extensions
Speed dial buttons and hotkeys for frequent actions

3. Improved overview and transparency

Display of call status for all extensions (busy, available, in conversation)
Integration with CRM or Helpdesk systems
Detailed call logs and statistics

4. Integration

Support for various CTI interfaces, e.g., TAPI, Outlook integration, LDAP etc.

5. Scalability

Suitable for small businesses to large-scale installations in medium-sized enterprises or corporate environments

6. Enhanced user friendliness

Intuitive user interface with graphical representation
Customisable dashboards

Typical use cases

Typical use cases include:

Businesses with high call volumes
Reception desks in hotels, hospitals or large companies
Call centers and support hotlines
Government agencies and public institutions

Using Operator Panel Mode

Click the profile icon.
Select Use the operator mode.
⇒ The Operator Panel window opens.

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Settings overview

Under Settings, you can:

View the current version number of the software
Download a new software version.

You can use a slider to expand the area for administrators with necessary elements, such as TAPI settings or Action URLs.

If a new software version is available, this is signalled by a small letter U on the settings button of the toolbar.

Click on the U.
⇒ The software will automatically direct you to Feature overview & backups.

Furthermore, you can export or import individual configurations of the software.

System settings

Click on System settings in the side menu to view the basic Softphone Pro settings.

Setting name	Description
Language	Selects the language in which the software starts
Register Expires (general)	Sets the time period in seconds over which the registration to the server remains valid Longer expiration time: Device needs to be re-registered less often Shorter expiration time: Ensures that the unit can react quickly to changes in the network connection
SIP Session expires (for SIP calls)	Defines the validity period of a session
Timeout of SIP transactions (general)	Defines the time period after which a SIP transaction is terminated if no response is received from the other end
Maximum number of entries in the call history	Changes the number of history entries displayed For example, you can set it to a lower number to have fewer entries displayed. Please note that a restart is necessary for this setting to take effect.
Wipe sensitivity to screen edge (pixels)	Sets the minimum wipe size from the bottom of the screen that is needed to minimise/maximise the Softphone Pro windows Decrease to reduce the wipe size that is required to trigger. Increase to enlarge the wipe size that is required to trigger.
Hide time of the call manager input field (seconds)	Sets the time after which the call manager will disappear if not used
Log level for logfile output	Sets the precision and granularity of the log files

CTI mode enables you to use Softphone Pro as a CTI Client for another telephony device, such as a desktop phone.

To access CTI mode settings in the Settings menu, it is necessary to first configure CTI mode and switch to the CTI client by following the steps below.

3.1. Configuring CTI mode

1. Make sure the desktop phone is the primary device by using the star code *55.
The uaCSTA will always target the primary device.

2. Open Admin Portal 4.

3. Select Configuration > Devices from the menu in the top left.

4. Select uaCSTA.

5. Change the uaCSTA settings for your desktop phone as follows:

Setting name	Required input
uaCSTA	Enabled
Server	IP address of the local machine, running Softphone Pro
Port	55556
Protocol	TCP
Password	It must match the password you'll set in the Softphone Pro settings in Step 2.3

6. Save the changes in Admin Portal 4.

3.2. Switching to CTI client

When you start the software for the first time, you are automatically using the softphone client. To control a desktop phone with the software, it is necessary to switch to the CTI client.

1. Click the user icon in the top left-hand corner of the client.

2. Select Restart as CTI client.
⇒ The softphone will restart in the CTI mode.

3. To return to the softphone client, click the user icon.

4. Select Restart as Softphone client.

3.3. Applying the connection settings

1. Click Settings in the Softphone Pro client.
⇒ The Settings window opens.

2. Select CTI Settings for Hardware Telephones.

3. Apply the connection settings matching the desktop phone:

Setting name	Required input
Protocol	`uaCSTA Devices`
MAC	empty
Token	empty
Address	IP address of the desktop phone you woud like to connect to
TLS	Disabled
File path certificate file	`cert.pem`
File path key file	`key.pem`
Port	55556 Make sure this matches the port you have configured in Admin Portal 4 in Step 2.1.3.
Username	MAC address of the desk phone Please note that this is the default we provision to the desktop phone. Do not use capital letters.
Password	It must match the password you created in Admin Portal 4 in Step 2.1.3

When the connection is established, the account status in the toolbar will turn green. You can also see the information about the registration status of the uaCSTA connection in the Log Message Window.

3.4 CTI settings explained

Setting name	Description
Use the CTI protocol for this hardphone type	Defines the interface for Cisco desktop phones or uaCSTA-enabled desktop phones (snom, Yealink, Gigaset, Mitel, Panasonic)
MAC address of the desktop phone	The MAC address is a unique identifier of the phone within the network. It consists of a combination of numbers and letters and can be found on the device or in the settings. It is used to identify the phone within the network.
Token or API Key	A token or API key is a digital key that authorises an application or device to communicate with a server or service. It functions like a password and ensures that only authorised users or systems gain access.
Configuration address (wss://) or IP address of the desktop phone	The IP address or wss:// address is used to access and control the phone within the network. While the IP address is a numerical identifier, wss:// is used for secure connections.
Hardware telephone interface uses TLS	Enable if the phone uses TLS (Transport Layer Security) to securely transmit data and prevent unauthorised access.
File path to the certificate file for uaCSTA via TLS	The file path specifies where the certificate file required for encrypted communication over TLS with uaCSTA is stored. This certificate ensures that the connection is secure and trustworthy. The exact path depends on the system configuration.
File path to the key file for uaCSTA via TLS	The file path specifies where the key file required for encrypted communication with uaCSTA over TLS is stored. This file is part of the certificate and enables the secure identification of the device or server.
Local listening port for control protocol	TCP port for data exchange between software and desktop phone.
User name of the hardware telephone CTI interface	SIP username for the uaCSTA-enabled device, which is used as login credentials for the desktop phone.
Password of the CTI interface	SIP password for the uaCSTA-enabled device, which is used as login credentials for the desktop phone.

The functional features depend on the connected device (desktop or software phone). Therefore, the features shown here may look different on your device.

Action URLs

Activate up to 5 action URLs by inserting URLs in the designated areas.
Specify that the URLs are to be displayed in the external standard web browser.
You can (de)activate, delete or edited the stored Action URLs at any time.
Click Apply to apply the changes.

Action URL settings

Setting name	Description
Enable Action URLs	Activates the usage of Action URLs for incoming and outgoing calls Action URLs are HTTP "GET" requests and may contain variable names as query part of the URL. Outbound Action URLs are typically called by the software when a changed telephone action has been recognised. Depending on the telephone action, the application can send several parameters for calling a website or storing data into a database. Inbound Action URLs are commands that the application should execute, for example, that the software shall initiate an outgoing call.
TCP Port for receiving inbound Action URLs	Enters a TCP port for receiving HTTP requests
Enable Inbound Action URLs	Activates the processing for inbound Action URLs The following code structure is provided for incoming inquiries: <IP>?action=some_kind_of_action&parameter =some_kind_of_parameter& .. another_parameter=some_kind_of_other_parameter
Enable Inbound Action-URL "make_call"	Activates "make_call" ("dial phone number") The following structure is provided for "make_call": http:// 192.168.0.16:61234?action=make_call&target=123 or http:// [2003:a:1514:bc00:2c19:6474:2da5:1dc5]:61234?action=make_call&target=121
Activate this Action URL	Activates an individual Action URL Please note that each Action URL has to be activated separately.
Incoming call - Enter your Action URL	Enters the URL which will be called with a special telephone action/status Currently you can choose between the following actions: Incoming call Outgoing call Connected call Hold call Hangup call. A description of all URL placeholders is available below.
Show this Action URL in your standard web browser	The Action URL will be opened by the standard web browser of the operating system.

Placeholder for Action URLs


<$action>	Specifies the type of Action URL: Inbound: This Action URLs signals an inbound call. Outbound: This Action URLs signals an outbound call. Connected: The local or remote party has just answered the call. Hold: The call has just been put on hold or off hold. Disconnected: The call has ended. If the call has never been connected, this is a missed call.
<$call_direction>	Inbound : for inbound calls Outbound : for outbound calls
<$call_direction_as_int>	0 for inbound calls and 1 for outbound calls
<$local_party>	The SIP URI of the local party. In hardware telephone mode: username@domain (e.g. 987@example.com)
<$local_alias>	Display name of the local party In hardware telephone mode this equals <$local_party> due to the lack of data.
<$hold_state>	Is either on_hold if the call is on hold or off_hold when the call is in the connected state
<$call_duration_seconds>	Number of seconds since the call has been answered This number might differ from the difference of <$call_disconnected_time> - <$call_connected_time> due to internal delays by up to 2 seconds. The time base for this variable is within the call object that is visible to the user.
<$call_created_time>	Time and date of call creation Example: 2019-03-25T10-34-22
<$call_connected_time>	Time and date since the call has been connected Example: 2019-03-25T10-34-27
<$call_disconnected_time>	Time and date when the call was disconnected Example: 2019-03-25T10-34-34
<$call_guid>	A globally unique string representing a 128-bit number that contains date and time, as well as at least 64 bit of true random data This parameter is useful for storing all calls, e.g. in a call center in a single database. Example call GUID: 1399c8c8-cf9e-3ebe-764f-d12b1f7bea35
<$remote_party>	Delivered phone number of the remote party
<$remote_alias>	Delivered display name of the remote party

Example of an output

action	inbound	BASE64_DECODE_ERROR
calldirection	inbound	BASE64_DECODE_ERROR
localparty	303-14943821	BASE64_DECODE_ERROR
localalias	"Michael" (303)	BASE64_DECODE_ERROR
holdstate	off_hold	BASE64_DECODE_ERROR
callduration	0	BASE64_DECODE_ERROR
createdtime	2022-02-13T17-43-50	BASE64_DECODE_ERROR
connectedtime	1899-12-31T00-00-00	BASE64_DECODE_ERROR
disconnectedtime	1899-12-31T00-00-00	BASE64_DECODE_ERROR
callguide	2843c1f9-1f8b-375a-0e01-e8682f222c10	BASE64_DECODE_ERROR
remoteparty	420	BASE64_DECODE_ERROR
remotedisplayname	"Michael D785" (420)	BASE64_DECODE_ERROR

Dialling rules

Dialling rules can be set for inbound and outbound calls.

Right-click on the table to add a new rule (or delete an existing rule).

Dialling Rules settings

Setting name	Description
Test number	Enters a test number The number will be formatted depending on the entered dialling rules.
SIP account for testing	Selects the SIP account you want to use for testing the dialling rules
Operand 1	Number or character string which shall be searched/edited
Operation	Selects an action from the drop-down list prepend → adds "Operand 2" as prefix append → adds "Operand 2" as suffix replace → replaces "Operand 1" with the entered number/charset replace exact match → replaces only if all characters match
Operand 2	Number or character string which shall be searched/edited
Enabled	Enables or disables the dialling rule.
Used for account(s)	Determines for which SIP accounts this dialling rule will apply
Test result	Displays the formatted phone number after applying the dialling rule

Advanced settings

Click on Advanced settings in the side menu to view the advanced Softphone Pro settings.

Setting name	Description
Call waiting behaviour for incoming calls (when DND is off)	Handling of incoming calls when DND is not active The features can only be used if the connected device supports the feature and provides the option.
DND behaviour	Activates DND with treatment options for signalling The features can only be used if the connected device supports the feature and provides the option.

Setting name

Description

Call waiting behaviour for incoming calls (when DND is off)

Handling of incoming calls when DND is not active

The features can only be used if the connected device supports the feature and provides the option.

DND behaviour

Activates DND with treatment options for signalling

The features can only be used if the connected device supports the feature and provides the option.

Setting name	Description
Dial only numeric characters	Selects only numbers, no letters Activated by default
Show Tool Tips	Activates showing tool tips As you hover the mouse over an element, a pop-up window opens.
Dial entered phone number after ... seconds	Sets the time after which the entered call number is to be dialled
Toolbar stay on top (only Toolbar Mode)	Keeps the toolbar in the foreground The application remains in the foreground.
Disable swipe to show/hide the phone	When enabled, shows/hides Softphone Pro by moving the cursor two times repeatedly to the bottom of the screen.

Shortcut keys / hotkeys

You can switch the keyboard shortcut on or off by pressing the slider on the right side.

To change the keyboard shortcut

Highlight the input field.
Type the desired key combination.
⇒ The program automatically recognises the key sequence.
Click Apply to save the settings.

If you switch on the toggle of a certain shortcut key, the display changes from Global to Application. This means the shortcut key only works within the open application.

If the toggle is off, the shortcut is set to Global. This means you can use the shortcut key anytime.

The default shortcut keys (hotkeys) are:

To use this feature, you need the TAPI driver provided in the Softphone Pro installation process. If you didn't install the TAPI driver, please repeat the installation of your Softphone Pro.

TAPI for desktop phones

If you would like to use TAPI on the workstation on which the software is installed, no special settings are required. The software finds all the settings automatically.

If you would like to use the TAPI service on a remote computer, such as a terminal server, make sure to do the following:

Enter the domain or IP address of the server or PC on which the TSP driver is set up and accessible.
2. Add the TCP port under which the TSP driver is addressed.
Example: 192.168.20.112:21077
Select a numeric TAPI line number on which data is to be exchanged.
Please note that each TAPI line can only be paired with one device.Customer-specific sender ID for TAPI
Sends a specific, fixed TAPI ID. The CLIP feature must be supported by the SIP service provider.
Please note that it is only available in CTI mode.
Select a TAPI line in the respective SIP soft client that is to communicate with the TAPI server instance.
Enter your TAPI server address (e.g. your terminal server) including the TCP port.
Select Use Server to activate the TAPI server function.

TAPI TSP

Calls that are routed through the softphone are signaled by our TSP (Telephony Service Provider) automatically to all other TAPI compliant applications (Outlook plug-in or other third-party CRM software). Third-party applications can use information that is offered by the phone to open contact windows or notice forms.

TAPI TSP requirements

Supported Systems	32 and 64 Bit
Provider name	GlobalIPTel TSP (32Bit) or GlobalIPTel TSP (64Bit)
TSP Line (Device)	GlobalIPTel Multiline 000 - 049 (standard, line count depends on license)
TSP Address	GIT address
TAPI Version	TAPI 2.0

Multiline TSP

The TAPI TSP allows the parallel assignment of TAPI lines.

As a default, no individual TAPI line is set. No further configuration is required. Softphone Pro runs in a standard mode and is immediately useable (backward compatibility).

Should an individual TAPI line be used, set the desired TAPI line under Settings -> TAPI settings.

Please note that it is also needed to set the TAPI line in third-party applications (TAPI Client).

Example: Configuring TAPI in Outlook (Windows Dialer)

1. Select a contact.

2. Right-click.

3. Select Call.
⇒ The new call windows opens.

4. Click Dialing Options.

5. Select Global IP Tel Multiline at Connect using line.

TAPI server (TSP)

Softphone Pro is available with a free TAPI server (TSP) component. It allows to open a TAPI data connection between a personal computer (workstation) and any computer which acts as a server (e.g. Windows server 2019 used as a terminal server).

On the target system (server), it is only necessary to set up the Global IP Telecommunications TSP driver (giptsp64.tsp for 64-bit Windows or giptsp32.tsp for 32-bit Windows).

TAPI server step-by-step

Download the TSP driver (32 Bit or 64 Bit).
Copy the downloaded driver to the folder c:\windows\system32.
If a TSP driver with an older file date already exists, overwrite the old TSP driver with the new one.
Please note that you might need to restart the system restart to be able to overwrite the TSP driver.
Open the Phone and Modem configuration of Windows OS. You can easily locate the program by entering "phone and modem" into the Windows search box.
Click Add….
Select Global IP Tel TSP (64Bit) in the pop-up window.
Click Add to finish the driver set-up.
Open the registry.
Define a listening port (TCP) and the number of TAPI devices (lines) that fit your needs.
[HKEY_LOCAL_MACHINE\SOFTWARE\GlobalIPTel\TAPI]
"TSPListeningPort"="21077"
"TSPNumberOfLines"="32"
The registry entries need to be created manually due to the lack of administrative rights of the Phone and Modem tool.
Select Global IP Tel TSP (64 Bit).
Click Configure to set the count of TAPI TSP line devices that you need.
The TSP makes a maximum of 255 TAPI lines available, as there are restrictions in the maximum number of TAPI line devices in the operating system.
Important: After changing the number of TAPI lines, you need to restart the server in order to make the change effective.
Security: All transferred data are encrypted. Allow the server firewall to receive data on the initial listening port (our example: 21077 TCP). Use the TAPI server environment for security aspects in a VPN environment.
Choose the TAPI line in the respective SIP softclient that shall communicate with the TAPI server instance.
Enter your TAPI server address (e.g. your terminal server) including the TCP port.
Select Use server to activate the TAPI server function.

In this section, you will learn how to import and/or synchronise your contact information from various sources into the Softphone Pro. The following sources are supported:

Outlook
Microsoft 365
Google Contacts
JSON API
LDAP directory
CSV file

Synchronising Outlook contacts

Your contacts in Outlook can be synchronised with Softphone Pro.

Click on Contacts -> Outlook in the side menu to access the Outlook synchronisation menu.

Outlook settings

Setting name	Description
Activate Outlook contacts	Activates the interface to Outlook programmes installed on the PC All available contact directories to which the software automatically has access are synchronised. Data is only synchronised in READMODE. Regardless of the data origin (Outlook, Google, LDAP, ODBC), no write access is available. Updates to the contacts must be made in the respective original programme.
Show shared folders and contacts	Selects the most appropriate HID USB usage page and the device for which you want to create or update an XML definition file
Synchronise all Outlook contacts	Enable/disable
Synchronise Outlook contacts only at program start	Contacts are only updated when the program is started.
Abort synchronisation with a MAPI error after X seconds	Stops the Outlook contact synchronisation with a MAPI error if it does not complete within X seconds

Read external contact groups (iPhone, etc.)

Activate Show this folder as email address book in the properties of the contact group.
⇒ After activation, the contacts contained in it are taken into account by the application.

Synchronising Microsoft 365 contacts

Your contacts in Microsoft 365 can be synchronised with Softphone Pro.

Click on Contacts -> Microsoft 356 in the side menu to access the Microsoft 365 synchronisation menu.

Microsoft 365 settings

Setting name	Description
Add a new data source	Click on "+" to add a new data source.
Microsoft 365 Menu	Opens Microsoft Office 365 Menu
Activate Microsoft 365 contacts	Activates the synchronisation of MS Office 365 contacts with the application Once enabled, the system retrieves and updates contact information from the connected MS Office 365 account.
Sync Microsoft 365 contacts with Program start	When enabled, MS Office 365 contacts are automatically synchronised when the application starts No further automatic updates occur during runtime.
Store Microsoft 365 contacts in local Database	Saves synchronised MS Office 365 contacts in the local database of the application, allowing access even without an active MS Office 365 connection
Account not Authorized	Indicates that no MS Office 365 account has been connected to the application To enable synchronisation, you will need to authorise the account. The button on the right allows switching to another account.
Sync Microsoft 365 contacts every X seconds	Defines the interval for automatic synchronisation of MS Office 365 contacts Contacts will be updated at the specified time intervals.
Sign in	Allows logging into an MS Office 365 account to activate contact synchronisation and gain access to connected services
Sign in with previously used Account	Displays a list of MS Office 365 accounts that were previously signed in to the application This allows users to quickly switch between accounts without having to re-enter credentials.
Apply	Saves the selected settings and applies the changes without requiring a restart of the application

Synchronising Google contacts

Select Contacts -> Google in the side menu.
Next to Add a new data source, click the "+" icon.
Next to Activate Google contacts, switch the toggle on.
⇒ This enables the request to the Google Contacts source.
Authorisation status
If an authorisation has already been applied, you can force a new login using the Authorise with different account button on the right.
Follow the Google instructions for Google authentication.
Click Apply to save the settings.

Synchronising a JSON API

To set up a new synchronisation

Select JSON API in the side menu.
Next to Add a new data source, click the "+" icon.
⇒ In the next screen, the connection is now set to Enabled. Adjust the settings as needed.

To edit, duplicate or delete an existing synchronisation

Select JSON API in the side menu.
Click the pencil icon to edit a JSON Server's settings.
Click the copy icon to duplicate a JSON Server.
Click the delete icon to delete a JSON Server.

JSON API settings

Setting name	Description
Add a new data source	Click on "+" to add a new data source.
Enabled	Enables the request to any JSON source
Disable automatic import on software startup	By default, the import is run on startup Disable this feature if you prefer to initiate the import manually.
Add records without a unique contact ID as a new contact (OFF=skip the record)	Can be activated to import from a source without unique contact ID once Be aware that importing multiple times from a source without unique contact ID will result in the same contacts being created multiple times.
Import once from the source URL	Click to import contacts.
Directory name	Free name of the JSON source to be accessed
API Interface	Selection of an available API interface
Authentication type	Defines how and where authentication takes place
User name	User name for negotiation procedures, such as Negotiate
Password	User password
URL	URL of JSON data source

Column 1: Attributes of local data
Column 2: JSON Attribute
Write a custom JSON attribute into the editable fields.

JSON import

JSON data source links
Contacts can be imported from JSON data sources with a URL link or file link. URL data sources are URLs that can be accessed without authentication, with HTTP-AUTH or oAUTH.

Static files
Static files that are created once for the import or updated cyclically can also be used.

Once/cyclical imports
Regardless of the data source, you can import/synchronise contact data 'once' or cyclically.

Unique contact ID assignment
A unique contact ID assignment is preferable to avoid duplicates during cyclical import processes.

Importing from local data sources
To import from local data sources, please use a special form of path specification and add "file:///" before the drive specification, e.g. "file:///d:/json-csv/data.json".

JSON structure
The JSON structure is not subject to any special specifications. JSON objects can be addressed directly and customised for import. This applies to simple objects and JSON arrays.

Value assignment
The data to be imported is assigned using the simple principle of value assignment by object path:
[Value to be imported] -> [Local value]

Example of a simple JSON structure for a single "contact object":

[
{
  "id": "10201",
  "cn": "Tim1-WEB",
  "sn": "Harper1",
  "mail": "tim1@testmail.com",
  "title": "Product Manager1",
  "o": "Test Company Inc.1",
  "postalCode": "11111",
  "street": "street1",
  "jpegPhoto": "",
  "extension": "300",
  "data":
{
  "postOfficeBox": "PO127653-T3",
  "st": "NY"
},
  "phoneUseBLF":"1",
  "phoneUsePresence":"0",
  "AssignedSIPAccountID":"placetel"
}
]

Import example "First name"

Import example 'post office box'

When importing from an array, every array index is checked and imported, provided that usable data is available.

"numbers": {
  "PRIVATE": [
{
  "id": "",
  "number_e164": "4964454930560000",
  "number_disp": "4930567890"
},
{
  "id": "",
  "number_e164": "4964454930671111",
  "number_disp": "4930678900"
}
]

In some cases, you need to modify the data to be imported. Two functions can be used for this purpose, which influence a value during the data import. These functions can be combined several times in the object path specification. Functions and object specifications are logically linked with "|" (pipe).

writeIfNotEmpty("<Value>") -> only writes the value if the result is > NULL
write("<Value>") -> always writes the value, regardless of the result

Example:

writeIfNotEmpty("+")|numbers/PRIVATE/number_e164

Result:

+4964454930560000

+4964454930671111

Example:

writeIfNotEmpty("+")|numbers/PRIVATE/number_e164|write("123")

Result:

+4964454930560000123

+4964454930671111123

Special handling when importing group assignments:

You can make a group assignment of a contact by importing data into the Assignment to contact group field.

The following applies:

External group designations always take precedence over the program groups.
- The internal program group Favorite is the only group that can be used and assigned haptically alongside the externally supplied groups.
- Group names are NOT treated as case sensitive during the import. This avoids multiple groups with different spellings of a group type (Friends, friends, FrienDs).
- Imported groups are permanently stored in the application. You will need to delete groups that are no longer required in the group management. Deletion via JSON is currently not provided.

Import example groups from an array:

"groups": [
{
  "id": "14741",
  "name": "Friends",
  "desc": "Friends"
},
{
  "id": "14744",
  "name": "Partner",
  "desc": ""
}
]

If no contact groups with the names 'Friends' and 'Partner' exist, these are created. The contact currently being imported is also assigned to the 'Friends' and 'Partners' groups.

Import of image files:

Image data is always expected in JPEG image format. You need to convert JPEG files to BASE64 format for any import.

Synchronising LDAP

To set up a new synchronisation

Select LDAP from the side menu.
Next to Add a new data source, click the "+" icon.
⇒ In the next screen, the connection is now set to Enabled. Adjust the settings as needed (see table below)

To edit, duplicate or delete an existing synchronisation

Select LDAP from the side menu.
Click the pencil icon to edit an LDAP Server's settings.
Click the copy icon to duplicate an LDAP Server.
Click the delete icon to delete an LDAP Server.

LDAP settings

Setting name	Description
Add a new data source	Click on "+" to add a new data source.
Enabled	Enables queries to any LDAP server
Directory name	Directory of the LDAP server to be accessed
Comment	Adds a local comment for this LDAP setting
Version ( 2 \| 3 )	Version of the used LDAP server LDAP 3 defines a number of improvements that allow a more efficient implementation of the Internet directory user agent access model, also UTF-8 etc. LDAP 3 is compatible with LDAP 2. An LDAP 2 client can connect to an LDAP 3 server. However, an LDAP 3 server can choose not to talk to an LDAP 2 client.
Authentication Type	Types: Simple, Digest, Negotiate, Kerberos
Server address	IP address or domain name
Server port	Standard ports for LDAP are 389 (unencrypted) and 636 for SSL.

Setting name	Description
Search base (BaseDN) / User name	Distinguished Name (DN: defines where the search shall start in the lightweight directory (descending) / Username for LDAP access. Examples: DN = "uid=TThompson,ou=Employees,dc=server" DN = "CN= USERNAME, CN=Users, DC=ad, DC=mydomain, DC=de" DN = "Domain/Username" UID attribute (Active Directory: "CN" is equal to "UID"): https://docs.microsoft.com/en-us/windows/win32/adschema/a-uid
User name (Principal)	User name for the negotiation process if expected
Password	Password of the LDAP user
Maximum number of data records for each request	Enter the maximum number of data records to be returned to the software. The number should be used well (default: 50).
Cache size	Number of maximum cached data If the number X is reached, older data records are automatically overwritten (default: 1000)

Column 1: Attributes of local data
Column 2: LDAP attributes
Write a custom JSON attribute into the editable fields.

LDAP filters

You can see a number of LDAP filters in the input fields concerning filters (also see screenshot above). For more information, go to LDAP filters here.

CSV import

Your contacts can be synchronised with Softphone Pro via a CSV file.

Click on Contacts -> CSV in the side menu to access the CSV synchronisation menu

Find a full description of the settings and options in the table below.

CSV settings

Setting name	Description
Add a new data source	Click on "+" to add a new data source.
Enabled	Enables the request to any CSV source
Disable automatic import on software startup	The import is run on startup by default. Disable this feature if you prefer to initiate the import manually.
Add records without a unique contact ID as a new contact (OFF=skip the record)	When activated, imports from a source without unique contact ID once Bear in mind that importing multiple times from a source without unique contact ID will result in the same contacts being created multiple times.
Import once from the source URL	Click to import contacts right now.
Directory name	Free name of the CSV source to be accessed
API Interface	Selects an available API interface
Authentication type	Defines how and where authentication takes place
User name	Defines user name for negotiation procedures, such as Negotiate
Password	Defines user password.
URL	Defines URL of CSV data source.

Import specifications

CSV data source links
You can import contacts from CSV data sources with a URL link or file link. URL data sources are URLs that can be accessed without authentication, with HTTP-AUTH or oAUTH.

Static files
Static files that are created once for the import or updated cyclically can also be used.

Once/cyclical imports
Regardless of the data source, contact data can be imported/synchronised "once" or cyclically.

Unique contact ID assignment
A unique contact ID assignment is preferable to avoid duplicates during cyclical import processes.

Importing from local data sources
Use a special form of path specification and add "file:///" before the drive specification, e.g. "file:///d:/json-csv/data.csv".

Required delimiter
The CSV structure is not subject to any special specifications. The expected delimiter (separator) between individual values is the "comma character" (,).

Column structure
The first line corresponds to a header with a meaningful column structure. The column structure can contain any order of the values to be transmitted.

Column names
The column names are not subject to any specifications. Data records always correspond to an input line.

Value assignment
The data to be imported is assigned using the simple principle of value assignment by specifying the column name from the header:
[Value to be imported] -> [Local value]

Example for coding a simple CSV structure for a single "contact object":

id,cn,sn,title,phone1,groups

010201,Tim1-web,Harper1,Product Manager1,1,"friends,support,dev"

Import example 'First name'

The CSV import does not support arrays. Only 1:1 assignments can be made. For more complex import projects, the JSON import is preferable.

Import of image files:

Image data is always expected in JPEG image format. Convert JPEG files to BASE64 format for any import.

Column 1: Attributes of local data
Column 2: CSV attributes
Write a custom CSV attribute into the editable fields.

Feature overview & backups

Click Feature overview & backups in the side menu to view:

Your customer number and license key
Your license status
Current Version of Softphone Pro
Update availability

Find a full description of the settings and options in the table below.

Feature overview & backups settings explained

Setting name	Description
License status	A function overview that shows the features enabled with this software version.
Version	Shows the current version of the software.
Export/import configuration	You can export your configuration or import another one.
Show info window when an update is available	As soon as an update is available, an info window appears when you use the software.
Update availability	Shows available updates.

Media device settings

Click Media device settings in the side menu to view a range of media device configuration options.

Find a full description of the settings and options in the tables below.

Media device settings explained

Setting name	Description
Audio input device	Microphone for audio input.
Volume (Mixer)	Volume of the microphone.
Mute	Mute the microphone.
Preferred audio input device	Select your preferred audio input device.
Alternative preferred audio input device	Select an alternative audio input device if the preferred one is not available. (For example, microphone of the notebook)

Setting name	Description
Output device	Loudspeaker for audio output.
Volume (Mixer)	Volume of the audio output.
Mute	Mute the loudspeaker.
Preferred audio output device	Select your preferred audio output device.
Alternative preferred audio output device	Select an alternative audio output device if the preferred one is not available. (For example, microphone of the notebook)

Setting name	Description
Ringtone device	Output device for ringtone: loudspeaker for ringtone output for an incoming call.
Preferred output device for ringtone	Preferred loudspeaker for ringtone output for an incoming call.
Alternative preferred ringtone device	Alternative audio output for ringtone output if the preferred one is not available.
Volume (Mixer)	Volume of the audio output of the ringtone.
Mute	Mute ringtone.

Setting name	Description
Noise reduction	Process with the aim of reducing unwanted noise in the audio signal.
Automatic echo cancellation	Method aimed at suppressing or eliminating echo or reverberation effects during simultaneous transmission and reception of signals.
Default for AEC Stream Delay	Method for compensating hardware delays in milliseconds.
Disable AEC Stream Delay Estimation	Disables automatic AEC stream delay. Will use the delay provided with 'Default for AEC Stream Delay' instead.
Play the following ringtone for incoming calls	Default ringtone (general). The ringtone is always played as long as no other ringtone is specified in the SIP proxy.

Network settings

Click Network settings in the side menu to view configuration options, QoS levels and firewall settings.

Find a full description of the settings and options in the tables below.

Notifications for your firewall settings

Refer to the table below for the relevant firewall settings.

Firewall settings

Setting	Description
Use static port for the SIP protocol (0=auto){}	Enable to customise SIP port.
Port (UDP Port)	Customised SIP port.
Use static port for audio data (RTP) (0=auto)	Enable customised (RTP) port.
Port (UDP Port)	Customised RTP port.

Network settings & QoS levels

The following QoS levels are available:

Setting	Description
Use static port for the SIP protocol (0=auto)	Please note firewall settings.
Port (UDP Port)	Please note firewall settings.
Use static port for audio data (RTP) (0=auto)	Please note firewall settings.
Port (UDP Port)	Please note firewall settings.
Select 'Quality of Service' Level for SIP packets	Quality of Service is needed for prioritisation of data packets. Each packet is signed with a value, so a switch or router forwards data packets depending on the attached information. Important: QoS must also be supported by your hardware (network adapter, router, switch). See available QoS levels in the table below. The QoS level, eg 0x38, is appended to any data packet. This data packet is used to determine with which priority a switch or router shall transport the data packet through the network. QoS has to be configured and used over the Windows device components (network card). QoS was standardised by Microsoft since Windows version VISTA. See also: Http://msdn.microsoft.com/en-us/library/windows/desktop/aa374102(v=vs.85).aspx Enter the aforementioned QoS values (DSCP) in your QoS configuration of the managed switch or router.
Select 'Quality of Service' Level for Audio packets	See the aforementioned statement regarding item 5.
Tunnel Server URI (Integration to Q4 2021)	Support for difficult environments, e.g. firewall, router limitations
Tunnel Server Port	Assignment of a Port (Default: 443)
Tunnel Server Required Services	Specification of the desired service to be used via tunnel.

BestEffort	0x00	-	Class1
Background	0x08	2	Class5
ExcellentEffort	0x28	5	Class5
AudioVideo	0x28	5	Class5
Voice	0x38	7	Class7
Control	0x38	7	Class7

4. Action URLs 6. Advanced settings

5. Dialling Rules

Jump to:

What is Softphone Pro?

Prerequisites

Installation

Managing licenses

Menu / Toolbar

User menu

Dialling

Searching contacts

Call manager

Call tabs

Call transfer

Call pickup

Holding and toggling calls

Starting a conference

Adding comments

Audio settings

Managing contacts

Creating a contact

Editing contacts

Contact information

Editing a contact: Setting the primary phone number

Creating a contact group

Adding a contact to a contact group

Favourites

Call history

Detailed call history

Opening Team Panel

Team Panel overview

CTI mode / Softphone mode

What is Operator Panel Mode?

Advantages of a Voice Operator Panel Mode

Typical use cases

Using Operator Panel Mode

Settings overview

System settings

3.1. Configuring CTI mode

3.2. Switching to CTI client

3.3. Applying the connection settings

3.4 CTI settings explained

Action URLs

Action URL settings

Placeholder for Action URLs

Example of an output

Dialling rules

Dialling Rules settings

Advanced settings

Shortcut keys / hotkeys

TAPI for desktop phones

TAPI TSP

TAPI TSP requirements

Multiline TSP

Example: Configuring TAPI in Outlook (Windows Dialer)

TAPI server (TSP)

TAPI server step-by-step

Synchronising Outlook contacts

Outlook settings

Synchronising Microsoft 365 contacts

Microsoft 365 settings

Synchronising Google contacts

Synchronising a JSON API

JSON API settings

JSON import

Special handling when importing group assignments:

Import example groups from an array:

Import of image files:

Synchronising LDAP

LDAP settings

CSV import

CSV settings

Import specifications

Example for coding a simple CSV structure for a single "contact object":

Import example 'First name'

Import of image files:

Feature overview & backups

Feature overview & backups settings explained

Media device settings

Media device settings explained

Network settings