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How to Install and Use SimpleVoIP Desktop for Mac and Windows

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How to Install and Use SimpleVoIP Desktop for Mac and Windows

Summary:

The SimpleVoIP desktop app for Windows and Mac, and their respective instructions for downloading, installing and using can all be found in this article. Section 1 will be instructions for how to download the app, Section 2 will be how to use the app and lastly Section 3 is how to troubleshoot potential problems and common issues with the application. Also found in this article are steps and information for work from home users to set their network up for VoIP. Most common issues pertaining to Softphone applications are due to networks not allowing certain traffic, as routers and firewalls can find SIP and other protocols commonly used for VoIP networks to be potentially dangerous. Setting your network up for VoIP is the most important step for having a smooth experience on any Softphone platform. 

If you do not currently have credentials for the SimpleVoIP softphone app, please reach out to your respective account manager for service or reach out to our support team for assistance. 

 

Section 1: Downloading and Installing SimpleVoIP Desktop

  1. Ensure that you are using either Windows or Mac. SimpleVoIP Desktop will not operate on Linux or Chromebook. 
  2. Click the download link listed below for your respective device:
    • Download for Windows available here: click here
      • NOTE: Some antivirus software including windows defender will temporary flag this install until a scan is completed. This is normal and in all cases the antivirus software should allow the installation as the program is safe. 
    • Download for Mac x86 (older Intel-based machines) available here: click here
    • Download for Mac M-Series (arm64): click here
  3. Installing Windows application (for Mac, continue to step 4)
    • Click on the newly downloaded file                         
    • Follow the instructions in the mobile installer
    • Click next
    • Click install
    • Check "Run SimpleVoIP Mobile" and "Create Desktop shortcut"
    • Click Finish
    • Proceed to section 2 "How to use SimpleVoIP Desktop"
  4. Installing Mac application
    • Double click the newly downloaded file
    • Drag the SV Mobile App icon into "Applications" folder
    • Double click the icon in your applications folder
    • Proceed to section 2 "How to use SimpleVoIP Desktop"

Forgot Username/Password

If you forget your username or password, please reset it by clicking here.

Section 2: How to use SimpleVoIP Desktop

Activate Your Service

  1. Ask your account admin to request activation of the mobile app services for you.
    You will receive a welcome email with instructions, and your credentials.
  2. Service already active but don't know your credentials? Click here to request your welcome email or submit a support ticket to support@simplevoip.com for assistance.

Logging into the Desktop App

  1. Place your username and password in the login screen and click "Sign in"
  2. Your first log in will show "Downloading". On slow connections, this may take a few minutes. 

Forgot Username/Password

If you forget your username or password, please reset it by clicking here.

 

Regular Device Functions: Calling/Transferring/Conferencing

  • To place an outbound call, click on "Dial Pad" as shown here, and type in your desired number. Then click the green call button.

    mceclip5.png
     
  • To transfer a call, click either attended (to call your receiver before) or blind (to send the transferee without calling) as shown below and dial on the dial pad your intended destination. Next, you'll hit the green call button.

    mceclip7.png
     
  • To conference, click Add call while on an active call. This will allow you then to call your other desired participant and leave your previous participant on hold. Once ready, you can click on the Merge call button as shown below.

    mceclip8.png
     
  • Speed Dials/Favorites: Select the Contacts tab to add and remove your favorites for speed dials. In the top right corner you'll see a person with a plus sign (shown below). Clicking on that will bring you to a page where you can then assign a name and a number to your favorite contact.

    mceclip10.png
     
  • Parking: If you are using this app in an office or retail location with other phones, you can set up quick access to parking spots. Set up a speed dial (Quickdial) to *31 or *32 (or *3x) to place a call into parking spot 1, 2, etc. You can retrieve a parked call by dialing this extension and you can park a call by transferring an active call to one of these spots. 

Troubleshooting your SimpleVoIP Desktop application

  • There is no sound/I cannot hear people/people cannot hear me
    1. Check to make sure your Mac/PC is not set to mute all sound
    2. Navigate to the "Cog" icon in the SimpleVoIP desktop app (found in the bottom left just above SV Mobile). 
      1. Next, navigate to the "sound" tab, where you'll find speaker, microphone, and many other options. Here you'll want to ensure that your system settings match identically what you've got set in your application. 
      2. Then, you'll want to check that the microphone volume and other settings are set as shown below. (Default values)

        mceclip11.png
         
      3. Next, if you still can't hear anyone, try double checking your system settings. Please reach out to a member of your IT for further assistance here. 
      4. Lastly, there may be something on your network not allowing voice traffic to come through. If you are a work from home user, reach out to your respective IT department for further instruction on getting your network set up for VoIP. A comprehensive setup article can be found here.
  • I'm unable to log in
    1. Try copying credentials from the SimpleVoIP portal using the copy button. This will ensure you don't have any extra spacing in your username or password, that could cause your login to fail.

      mceclip12.png
    2. Next, try turning off your computer and your internet router/modem. Commonly, errors like "There was a problem during login" are a direct result of your network not allowing your device to send the request for logging in. 
    3. Lastly, reach out to SimpleVoIP support for a confirmation that your credentials are enabled. 
  • I can't make a call out/anytime I press the call button nothing happens
    1. Firstly, try logging out and back into the SimpleVoIP desktop app. 
    2. Next, power cycle your computer and your internet router/modem. This step is crucial as many times problems pertaining to making or receiving calls are due to home networks not being properly set up for VoIP. 
    3. Lastly, notate any errors that are being given and send in a ticket to SimpleVoIP support for further assistance.
  • I'm not receiving any calls
    1. Firstly, try logging out and back into the SimpleVoIP desktop app. 
    2. Next, power cycle your computer and your internet router/modem. This step is crucial as many times problems pertaining to making or receiving calls are due to home networks not being properly set up for VoIP. 
    3. Check whether Do Not Disturb is turned on. When on, the half-moon will be filled. When DND is turned off, it will look as shown in the picture below:

      mceclip0.png
       
    4. Lastly, note any errors that are being given and send in a ticket to SimpleVoIP Support for further assistance.

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

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