Softphone user help : Technical Support - Vidéotron

Subscription

What do I need to subscribe to the Softphone service

In order to subscribe to Softphone, you must a) have Vidéotron cable Internet access, and b) have a computer that meets the hardware requirements.

How can I subscribe to this service

You can register online or call Customer Service.

Why should I choose Softphone

Softphone offers you the features of a traditional telephone line from your computer. For example, you can travel all over the world and keep your local telephone number while avoiding, among other things, roaming charges. You can benefit from advanced call management functions and manage several calls at a time. Softphone is definitely the ideal solution if you spend a lot of time outside your office.

What is the difference between the Business version and the Residential version

The Business version is for groups of people working in small or medium-sized businesses, who, in addition to their external communications, want to communicate with each other. It offers additional functions, such as allowing users to display their presence status and send and receive instant messages and files. It is not possible to subscribe to the Business service with a residential cable Internet account. If you require this type of access, contact us.

What computer hardware is required for using Softphone

Hardware and software configuration for audio conversation

• Windows XP SP2
  N.B. This version of Softphone is not compatible with Windows Vista.
• Pentium 4, 1.5 GHz or faster
• At least 64 MB of RAM and 75 MB of free disk space
• Vidéotron Internet access*
• Micro-USB communications headset
• Windows administrator user account (for installation)

Additional configuration for video conversation

• Pentium 4, 3 GHz or faster
• USB Web camera, 1.0 mega-pixel, 15 images per second

Can I use my computer's microphone and speakers

Vidéotron strongly recommends using a quality lightweight headset with a USB connector, such as the ones Vidéotron offers. Devices and loudspeakers integrated into your computer generally do not provide good-quality communication, especially when you and the other person are talking at the same time. A Vidéotron headset provides comfort and sound quality, which will increase your productivity.

Vidéotron Technical Support offers limited support for set-ups without a micro-USB headset.

911

What are the differences between the enhanced 9-1-1 emergency service offered by cable or traditional telephone services and the Softphone emergency service?

The 9-1-1 emergency services available via the Softphone are more limited than the emergency services offered via a traditional or cable telephone line with respect to:

• Automatic call location,
• speed of call handling,
• call control functions, including Automatic Callback.

What can affect the availability of the Softphone emergency service?

• Access to the Softphone 9-1-1 service depends on the Internet connection and the operation of the Softphone.
• It can be affected by the unavailability or deterioration of the Internet connection, including but not limited to the dependence on the functions of the underlying domain name system (DNS), the attribution of dynamic IP addresses (DHCP), adequate bandwidth in terms of quantity and quality, and on access to Vidéotron's IP telephony servers.
• Power outages can also affect Internet access or the computer on which the Softphone depends.

How are the Softphone's emergency calls processed?

Softphone 9-1-1 calls are first sent to a specialized call centre, where you have to specify your physical location; these steps can slow down the time required to process emergency calls.

What happens if the call is cut off?

If the call is cut off, the call-taker will not be able to automatically call you back. You will have to call 9-1-1 again and be prepared to repeat your story, as another call-taker may answer your call.

Where is the Softphone emergency service available?

The Softphone 9-1-1 emergency service is only available in Canada, except in communities with no 9-1-1 service whatsoever.

Who needs to be aware of the limits of the Softphone emergency service?

Everyone who may have access to the Softphone should be informed of its limits.

What happens if I am unable to communicate my physical location?

If you are unable to talk, after several attempts, the call-taker will apply the usual emergency procedures, including possibly sending assistance to the street address of your Vidéotron cable Internet service, to which your Softphone is linked via your account information.

Do I have to activate anything in particular for the 9-1-1 service to work on my Softphone?

No, as soon as your Vidéotron Softphone service is up and running, the 9-1-1 service is also.

Can I register a 9-1-1 address other than the Vidéotron cable Internet access address linked with the Softphone?

No, Vidéotron automatically enters the address of your Internet service as a reference address for the emergency service. If you move, Vidéotron will enter your new Internet service address as your reference address.

Where can I find more information about 911 Emergency services?

Visit videotron.com/nomadic911.

First Use

Where can I find the software

Softphone must be downloaded at videotron.com/softphone/download. You must have a valid Softphone account to access it. Note: The software is specific to the main service address where it is used. Do not try to install a Softphone that has not been downloaded for your specific Softphone account.

Where can I find the installation manual

Softphone installation is simple and straight-forward. For detailed information and optimal performance, for example, on configuring sound or other functions, see the Startup Guide. If you have already installed Softphone, the PDF guide is also available on your computer. From the main software screen, click the «Menu» tab and then «Startup Guide.»

What user name and password are required

The required user name and password are provided to you once you have registered for Vidéotron's Softphone service.
For example, a typical user name looks like vl5142811711.
This information is available in the Telephony section of videotron.com/customercentre.

How can I change my Softphone password

Go to the «Password» page in the personal Call Manager available from the Softphone section menu.

What is a «domain» and where can I find mine

The domain determines the Vidéotron telephone subnetwork which serves your Softphone account. The domain and user name are available in Vidéotron's Customer Centre.

What is the initial configuration

The initial configuration is the one defined when you install Softphone using the Configuration Agent, which guides you through the configuration of your account and your sound and video devices.

Where can I find more information on the downloading process, installation, initial configuration and troubleshooting

See the Startup Guide here

Which headset should I use

The headsets offered by Vidéotron provide optimal quality and compatibility with Softphone. Note: We strongly recommend using a headset with a USB connection, which enables the proper management of the different sounds on your computer. Vidéotron Technical Support offers limited support for set-ups without a micro-USB headset.

Call Management

How can I make a call

To make a call, you have three options:

• Enter the telephone number into the field in the middle of the screen, and click the green button or «Enter.» You can enter the number by Softphone keypad or your computer's keyboard.
  or
• Click «Recent Calls» in the middle of the screen, select a telephone number and click the green handset button to start a call.
  or
• Click the «Contacts» button in the upper right part of the screen and double-click to call the main number or right-click on the contact to call the person at another pre-set number.

How can I make a long-distance call

You can make long-distance calls in the same way as with a traditional telephone line: Enter 1 + area code + telephone number. When you are roaming, the same rules apply.

How can I make an international call (overseas)

You can make long-distance calls in the same way as with a traditional telephone line: Enter 011 + country code + area code + telephone number.

How can I dial a number from the Contacts list

Click the «Contacts» button in the main Softphone window. Select a contact from the list and double-click to dial the main number.

If you want to dial a number other than the main number, right-click on the contact name that you want to reach. In the dropdown menu, click «Call Contact_Name at... » and select the number that you want to dial from the list.

How can I make simultaneous calls

When you are already on a call, you must first put the person on hold. Click «New Call» and dial the number based on one of the three call methods. You can switch between calls by 1-clicking the «Active Call» tab; 2-clicking the call that you want to resume; and 3-clicking the «Hold» button to resume the call.

Softphone enables you to make up to three calls at the same time.

How can I put a call on hold

To put a call on hold, you must click the «Hold» button in the main Softphone window during the current call. To resume, click this button once again.

How can I resume calls on hold

You can switch between calls by 1-clicking the «Active Call» tab; 2-clicking the call that you want to resume; and 3-clicking the «Hold» button to resume the call.

How can I make a conference call

To make a conference call, you must first have at least two active calls (see the question «How can I make simultaneous calls?»). When you are ready to start the conference, click the «Conference» button in the middle of the main Softphone window, select the numbers that you want to reach and click the «Start Conference» button.

How can I end a conference call

To end a conference call, you must click the red End Call button to hang up. All participants are cut off at the same time; it is not possible to hang up on only one caller.

Can I dial 911 from my Softphone

Yes, but 911 calls are only possible when you use the Softphone in Canada. The Softphone 911 service is limited compared with that of cable telephones or traditional service. For more information, visit videotron.com/nomadic911.

How can I answer an incoming call

When you receive a call, the main Softphone window displays the number and identity of the caller (if available). In order to answer this call, you can click the green handset button. If you are already on a call, and want to answer the incoming call, the current call will automatically be put on hold. You can always go back to the original call by going to the «Current Calls» window.

How can I ignore a call

When you receive a call, the main Softphone window displays the number and identity of the caller (if available). If you do not want to answer this call, you can click the «Ignore» button. The caller will not see the difference and the call will go to the voice mail or as specified by the rules defined in your personal Call Manager. You can still retrieve the caller's number from the «Recent Calls» list in Softphone or in the Call Log from the «Recent Calls» list in your Softphone or the Call Log in the online personal Call Manager.

How can I answer an incoming call when I already have a call on Softphone

When you receive a call, and you are already using Softphone, you can always answer it by clicking the green handset button. The current call will automatically be put on hold. It can always be retrieved from the «Current Calls» window.

How can you transfer a call directly to another number

If you want to transfer a current call, click the «Transfer» button in the main Softphone window. When the Softphone displays the new call screen, enter the telephone number of the person who you want to transfer the call to, and then click «Transfer Directly.» The call will be immediately redirected to the telephone number that you specified and can no longer be resumed.

How can announce the transfer of a call to a third party

f you want to announce the transfer of the current call, click the «Transfer» button in the main Softphone window. When the Softphone displays the new call screen, enter the telephone number of the person you want to transfer the call to. Click the «Announce before Transfer» button. You will be connected to this person and can talk to him/her before the transfer. When you are ready to transfer the call, you can click the «Complete the Transfer» button. The call will be immediately redirected to this person and you will no longer be able to resume either of these two calls.

How can I end a call

To end a call, you can click the red End Call button in the main Softphone window. Closing the Softphone by clicking the X in the upper right corner of the main window does not end the current call.

How can I ignore an incoming call while I am having a conversation

If you receive a call while you are talking to someone else, and you do not want to answer it, you can click the «Ignore» button in the middle of the main Softphone window. The caller will not see the difference, and the call will be treated as though you did not answer it. It will be transferred to voice mail according to the rules that you have defined in the personal Call Manager.

Where can I see my recent calls

When you are not currently on a call or you are about to dial a new number, a «Recent Calls» icon is displayed in the middle of the main Softphone screen. Click this icon to see the Recent Calls list. By default, incoming calls are displayed, but you can also see the list of outgoing calls by clicking the Outgoing tab. Recent Calls is a list of the ten last calls made or received by Softphone.

You can also consult the complete Call Log from the online personal Call Manager. This log contains the list of the 100 last calls made and received, even when your Softphone is off or disconnected.

I do not want to be disturbed, but I want to be able to make calls. What can I do

If you do not want to receive calls, but you want to keep your Softphone on to make calls, click the red «Privacy» button in the main window. All incoming calls will automatically be sent to your voice mail and you will still be able to make calls when you want.

How are calls billed

Calls are billed based on the Softphone telephone number, regardless of where you are using it over the Internet. Thus, an overseas call to your residence will be considered a local call. Long-distance plans apply to eligible calls, just as for a cable telephone line at the same address. To know whether a call is local or long-distance, refer to www.localcallingguide.com (Vidéotron is in no way responsible for this external link).

Can I receive collect calls

Yes, exactly as you would with a cable telephone line.

Voice Mail

How can I initialize my voice mail

You must initialize the voice mail service to make it operational. Your voice mail is initialized the first time you access it.

Click the «Voice Mail» button located in the upper right corner of the screen. The automated message system will first ask for your temporary password. Use the digital keypad at the bottom of the main Softphone window to browse through voice mail. Your temporary password corresponds to the four last numbers of your Softphone telephone number, followed by 99. For example, if your telephone number is 514-281-1711, the temporary password will be 171199.

Next, the system will give you specific instructions to guide you through a few steps. Your voice mail will then be ready to take your messages automatically.

If you want to retrieve your messages with one click from your Softphone, see How can I configure my Softphone to retrieve my messages with one click?

How will I know whether I have received new voice mail messages

When you have a new voice mail message, the «Voice Mail» button located in the upper right corner of the screen appears blinking in green. Click this button to access your voice mail and listen to your messages.

If you want to retrieve your messages with one click from your Softphone, see How can I configure my Softphone to retrieve my messages with one click?

How can I configure my Softphone to retrieve my messages with one click

Once your voice mail has been initialized, you must specify the password for your Softphone voice mail.

Open Softphone Preferences in the «Voice Mail» menu, and enter your password followed by «pound, comma, comma, one.» Thus, when you have voice mail messages, the Softphone «Voice Mail» button will blink green, and you can retrieve your message with a single click of this button.

N.B. The password is then stored locally and unencrypted on your computer.

How can I access my voice mail

Simply click the «Voice Mail» button located in the upper right corner in the Softphone window.

You must use the digital keypad at the bottom of the main Softphone window to browse through voice mail. Use the digital keypad at the bottom of your main Softphone window to browse.

If you want to retrieve your messages with one click from your Softphone, see How can I configure my Softphone to retrieve my messages with one click?

How many voice messages can voice mail store

Up to 15 three-minute messages.

Video

How can I make a video call

First, make sure that the person you are calling also has Softphone (video calls are only available between Softphone users as direct calls). Next, make a call as though you were making a voice call, and click the «Start» button, located under «My Camera» in the main Softphone window. If you want to see your own image, click the button to the right of the «Start» button.

How can I receive a video call

Answer the call as you normally would and the video of your contact will appear in a separate window. You can use the dropdown menu under «Camera of My Contact» to change the size of the video or hide it.

I am having video problems!

Video Troubleshooting

Contact Management

How can I add a contact to my contact list

Click the «Contacts» icon in the upper right corner of the main screen and then click the «Add a Contact» icon. A new window will open so that you can enter information on your contact. When you want to finish, click the «Save» button at the bottom of the window.

How can I change information on a contact

Click the «Contacts» icon in the upper right corner of the main screen and then right-click the name of the contact that you want to modify. A new window will open so that you can modify information on your contact. When you want to finish, click the «Save» button at the bottom of the window.

What is the main number of a contact and how can I change it

The main number is the one that is automatically dialled when you double-click on a contact name. To change it, right-click the contact to change. Use the «Main Number» dropdown menu to select the number of your choice. Click the «Save» button.

Where is my address book stored

The Softphone address book is stored on the network. If you must reinstall the Softphone for the same account, the new installation will automatically retrieve your contacts (except for personalized ring tones).

How many contacts can the address book contain

The address book can contain up to 150 contacts.

Can I export the address book

No. For this reason, we recommend that you keep a separate up-to-date address book. Note: Softphone has a contact import module from Microsoft Outlook.

How can I import Outlook contacts into my address book

From the main address book window, click the «Import Contacts» button. An import window will open. If the Softphone finds a valid Outlook address book in your Windows account, it will display the contacts here. Outlook will probably prompt you for authorization to access this address book.

Please note that Outlook Express is NOT supported by this module.

Sound Management

How can I control sound volume

When you are on a call, adjustment cursors appear at the bottom left of the Softphone window and allow you to set the sound volume. You can adjust the volume of your microphone and your headset. If necessary, you can also mute your microphone. Advanced adjustments are available in the Preferences menu under «Audio».

How can I reduce echo

If the person you are talking with hears an echo, slightly reduce the volume of your microphone. Softphone also has the option of using an echo reducer. Click the «Menu» tab, located at the left of the main Softphone window and then «Preferences.» Select «Audio» from the left menu and then «Use Echo Reducer» from the Voice Configuration section.

How can I personalize the sound of my Softphone

Click the «Menu» tab, located at the left of the main Softphone window and then «Preferences.» Select «Audio Devices.» Change the generic ring of the Softphone in the «Ring Tones and Sounds.» Different types of .wav sounds can be used.

How can I have the Softphone ring on my speakers when I receive a call

In the Softphone preferences: On the «Menu» tab, in the «Preferences» window of Softphone, in the «Audio Devices» category, the following adjustments are recommended:

• Device to use for alert sounds: The internal sound card of your computer should be selected.
• Microphone for voice: The micro-USB headset should be selected.
• Speaker/headset for voice: The micro-USB headset should be selected.

I am having sound problems!

Sound Troubleshooting in the Startup Guide

Softphone Management

How can I disconnect Softphone

To disconnect without closing Softphone, click the «Menu» tab to the left and then «Connect,» followed by «Disconnect».

How can I close the Softphone

To completely close Softphone, click the «Menu» tab to the left, and then «Connect,» followed by «Close Softphone.» You can also right-click the Softphone icon in the Notification zone in the bottom right corner of your screen and then «Close Softphone.»

How can I hide the Softphone window

To hide the Softphone window, click the «-» minimize button at the top right of the window (to the left of the «X» button). You can also right-click the Softphone icon in the Notification zone in the bottom right corner of your screen and then «Display/Hide.»

Why does Softphone not appear on screen when I receive a call

In order for Softphone to appear on screen, an icon must be in the Notification zone (near the clock) in the taskbar. At the end of the call, get into the habit of hiding the Softphone.

Advanced Technical Information

Are communications secured (encrypted)

Communications are secure on most cable Internet access via Vidéotron. Outside the Vidéotron network, communications are not encrypted.

Will Softphone communications increase my data transfer usage

In general, no. Voice and video communications placed and received by Softphone are entirely managed within the Vidéotron network and are not considered to be Internet traffic affecting your monthly usage, except in certain cases.

Can I use the Softphone with Vidéotron's Ultimate Speed Internet access?

Yes. However, right now the configuration of the Ultimate Speed Internet access does not allow end-to-end management of the Internet traffic generated by the Softphone separately from the rest of your computer's traffic. As a result, the traffic generated by the Softphone will be regarded as regular Internet traffic and factored into your Internet consumption. For all the details, go to Customer Centre under "Internet Usage".

Can I use Softphone on a computer connected to a home router

Yes. However, this configuration cannot guarantee the quality of end-to-end transmission. In the event of transmission problems, the representative could ask you to directly connect the computer with the Softphone to the Vidéotron Internet cable modem.

Can I install Softphone on several computers

Yes. However, a maximum of two Softphone sessions can be carried out simultaneously.

Can I use software other than Vidéotron with the Softphone service

No. The Softphone service is only supported with the Vidéotron software.

Can I communicate with other communication services via the Internet

The Softphone can communicate with any wired, wireless or special telephone, which can be reached via a cable telephone line. PC-to-PC voice applications over the Internet that do not have a telephone number that can be reached using the Global Telephone Network cannot be reached.

Can I have my cable telephone line ring at the same time as the Softphone

Yes. Simply set the simultaneous multiple ringing in the personal Call Manager to make your cable telephone line or any other valid telephone number ring.

What is the @vX0.videotron.ca that appears on screen when I select a recent call

This is a technical parameter used by Vidéotron telephone network equipment.

Can I use my Softphone world-wide

Yes. However, note that the quality of conversations is not guaranteed outside the Softphone service address. The quality of Internet access may have a major impact on the quality of communications offered by Softphone.

How is the quality of voice communications managed

The Vidéotron network comes with advanced mechanisms that manage the quality of audio and/or video transmission placed and received by Softphone, except in certain cases.

My Softphone did not close properly and created a directory on my Windows desktop. What should I do

You can ignore this temporary directory and delete it. If you have recurring technical problems, contact Customer Technical Support.

Which cases of Softphone, audio and/or video communications can generate unmanaged Internet use that is included in Vidéotron cable modem usage

The Internet traffic generated by Softphone is generally managed separately from the rest of your computer traffic. This separate traffic is managed end to end and is not calculated in the Internet usage that you can see at videotron.com/customercentre under "Internet Usage". However, in certain conditions, this exception will not apply and traffic will be considered to be normal Internet traffic and calculated as part of usage. Here is a limited list of examples where Softphone traffic is calculated and managed as Internet traffic:

1. The Softphone is used at another address than the designated service address and where Internet access does not support this function.
2. More than three audio calls are carried out by one or more Softphones from the same Vidéotron Internet cable modem.
3. More than one video call is made from the same Vidéotron Internet cable modem.
4. Softphone is used via a virtual private network, VPN.
5. The Softphone is used in conjunction with the Ultimate Speed Internet 30 or Ultimate Speed Internet 50 access.
6. The Softphone service is used in an application not covered by the service contract.

I have connection problems!

Internet Connection Troubleshooting in the Startup Guide

Help and Comments

I have connection problems. What should I do

Connection Troubleshooting in the Startup Guide

I have sound problems. What should I do

Sound Troubleshooting in the Startup Guide

I have Web camera problems. What should I do

Web Camera Troubleshooting in the Startup Guide

I need help. What should I do

Contacts in the Startup Guide

How can I submit comments

Open the «About Softphone» window by right-clicking the icon in the Notification zone (near the clock). Click the «Send us your comments» link.

Deletion of a profile

How can I uninstall Softphone and erase the profile

In the Start, Programs, Vidéotron menu, select Uninstall and follow the instructions.

Important note: Many items including the domain, user name and encrypted password may stay on your computer even after you have uninstalled the program. To get rid of them, erase the entire C:\Documents and Settings\[user]\Vidéotron directory

Common problems

Certain routers are incompatible with the Softphone.

Linksys BEFSR41 v4.
Linksys WRV54G

The softphone language is English even though French was selected during installation.

The language selected during the installation process is for the installation only.

Setting the Softphone to French requires two settings:

1. In the Softphone Menu/Preferences/System configuration/Language must be set to "System settings";
2. In Windows Start/Control Panel/Regional and Language Options under the Regional Options tab, any French language must be selected.

No error message appears when you try to open a session with the wrong password.

When registering with an existing username but the wrong password, no error message appears. Instead the session-opening window keeps coming back.
Reference 94615

Solution: Re-initialize the password via videotron.com/customercenter.

The network address book disappears when the Softphone telephone number is changed.

The Softphone address book is stored on the network and linked to the Softphone account. In most cases, when the telephone number changes (e.g. when you move), the address book listings will be lost.

Workaround: Import your Softphone contacts from your Outlook contact list.

The main phone number selection per contact of the network address book is lost when the Softphone user profile is lost or deleted.

A contact's main number is the one dialled when you double-click on a contact listing in the address book. The default number is the home phone number. In the event of a full re-installation, any changes made will be lost (see Deletion of a profile).

Workaround: None

Softphone doesn't recognize USB Video Class cameras.

Softphone does not handle driverless webcams such as:

• Creative Live! Optia
• Microsoft NX-6000

Workaround: Use a webcam with a driver.

In an outgoing call, the display name may appear even if the number is supposed to be confidential.

If the number dialled belongs to a Softphone in the same domain, the number is replaced by the remote Softphone's display name.
Reference 29578

Double-clicking on one of the listings of recent calls received gives an error message.

When you double-click on a recent incoming call from another Softphone number in the same domain, one of the following errors is displayed:

• Temporarily unavailable
• Server internal error

Reference 34806

Workaround: Dial the number you're trying to reach in the number's input field using the computer or the Softphone keyboard.