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Summary
This article provides an overview of Softphones at USNH including support details for use by ET&S support staff.
Softphones allow a computer to act as a telephone. If approved, USNH staff can be configured to use a softphone on their USNH-managed laptop or desktop computer.
Important: Softphones are currently only available to specific departments that require them. Telecom is considering whether to make them broadly available to any user at some time in the future.
Overview
Softphone functionality is provided through two applications: Sentry Gatekeeper and Avaya Workplace.
- Sentry Gatekeeper provides location information in case someone makes an emergency call through their softphone. This is required for E911 compliance and safety.
- Avaya Workplace provides a virtual phone with dial pad, call history, and the ability to answer or transfer calls, put calls on hold, end calls, etc.
- Users who are configured to work in a "call center" phone environment will have additional options such as “sidecar” buttons where they can log their agent number in or out and manage their availability for their call center calls.
After Telecom completes the user’s softphone configuration, then both applications will become available to install from Company Portal/Software Center on the user’s managed computer or laptop.
For successful remote softphone use, Telecom recommends:
- Internet service of 75mbps or higher. DSL has proven unreliable, and cable service reliability is dependent on level of service and number of home devices connected.
- A USB corded headset (Logitech H390 for example, available on UShop) or computer mic and speaker. Bluetooth is unreliable and not supported.
Note: The VPN must be connected for these applications to run.
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Requirements
User must either have NO desk phone (use softphone only), or their desk phone must be a SIP-based handset, i.e. J179 series or higher.
- If the user has an existing desk phone that is not SIP-based, they must either give up their desk phone or move to a newer SIP-based model.
- Moving to a new model may incur costs for their department.
- Telecom will work with the user to implement whichever option they agree upon.
They must use a USNH-Managed laptop or computer for the softphone. Softphones are not available on personal devices.
- The Avaya Workplace softphone software currently works on Windows OS.
- The MacOS version is in development. The MacOS version provides limited functionality and no call center functions at this time.
User must provide a USB corded headset or use the built-in microphone and speakers.
- Bluetooth is unreliable.
- Generally, if a headset works for Teams/Zoom calls, it will probably work for Avaya Workplace, but technically, ET&S only supports corded headsets or built-in sound devices.
- Departments are responsible for providing headsets for staff who need them. Telecom does not provide headsets.
- Headsets are available through UShop, e.g. Logitech H390.
User must submit a request to Telecom for a softphone through this form - USNH Phone Services
- Telecom must do programming on the back end to configure the softphone for the user
- Request must specify if the user will be part of a Call Center (needs special programming by Telecom) or just a “Regular” softphone user (using the softphone as a desk phone replacement)
- Request must specify the user’s existing phone number or that they do not have a number yet
- Request must specify if they plan to be set up with a softphone only or if they want to maintain a desk phone handset as well.
- Request must specify the Operating System (Windows or MacOS) of their managed laptop or computer.
- Providing the Computer Name is ideal
- Support staff may submit this request on behalf of the user, providing all the required information and confirming the managed Computer Name or TDx Asset information.
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AD Groups
Sentry Gatekeeper is available to everyone through Company Porta/Self Service on their managed computer. Avaya Workplace, however, is only available to individuals who are in the correct AD groups.
After Telecom has processed the user’s request, then we will see two Avaya Workplace AD Groups on the user’s record in IIQ.
Call center softphone users will be in AD Groups:
- CN = App-USNH-TC-SoftPhone-callcenter-usr
- CN = FW-USNH-TC-SoftPhone-usr
“Regular” softphone users will be in AD Groups:
- CN = App-USNH-TC-SoftPhone-regular-usr
- CN = FW-USNH-TC-SoftPhone-usr
Important: Do NOT add users to these groups manually before Telecom requests it! Telecom must complete their programming and setup before users are added to these AD groups. This is provided for informational and troubleshooting purposes only.
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Troubleshooting
Issue: Avaya Workplace softphone suddenly stops working
Follow instructions in Public KB Article - Softphone: Resetting Avaya Workplace
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Issue: Softphone Applications not available in Company Portal/Self Service
Step 1 - Confirm user has requested softphone access from Telecom, either directly or through a project for their department.
- If user is not sure, check with Telecom through the “Telecom - Client Svcs” Teams chat.
- Confirm the request has been completed per Telecom
- Document in your ticket whether the user will be a “regular” or “call center” softphone user.
- Document in your ticket whether the user will have a softphone only or also have a desk phone.
- Telecom should have already configured everything in either case, but it can’t hurt to confirm.
Step 2 - Once the Telecom request has been completed, confirm the user has been assigned to the appropriate AD groups as listed above.
- Confirm AD groups corresponding to their type of softphone use, regular or call center.
Step 3 - Verify the Asset information for the managed computer the user is using and confirm the computer is managed in a way that includes Company Portal / Self Service apps.
- Troubleshoot for a device that needs to be managed differently following the usual steps.
- Depending on how these steps go, proceed with correcting any issues to solve the problems with installation.
Step 4 - Install the apps for the user after issues have been corrected.
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Further Readings
Sentry Gatekeeper Installation, Setup, and User Guides
Avaya Workplace Installation, Setup, and User Guides
Additional Guides including call center usage are here:
Need additional help?
If you have questions or need additional help, please work with your Help Desk Supervisor or Team Lead.
If you have suggestions for additional troubleshooting topics or information, please let Katie know!