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Broadsoft Hosted VoIP

Softphone VoIP Information and Instructions

inContact, Inc 9/2/2015

BACKGROUND
The Broadsoft platform is expected to deliver the stability that inContact and its customers demand. It is
the premier provider of hosted IP voice platforms in the USA, with approximately 60% of all hosted IP
voice services being provided through its platforms. Furthermore, the Broadsoft platforms are being
deployed with geographic redundancy and automatic failover from one location to the other in case of
emergency.
NOTES AND PREREQUISITES
VoiP numbers are 700-XX-XXX-XXXX (12 Digits).
Customers using softphones will need to download the softphone from Central.
Your machines need to meet the inContact Softphone system requirements. Please remember to
also check the minimum workstation requirements outlined by Centrals NG Requirements.
Please remember that agents still need to be logged into one of the inContact applications to make
outbound calls.

SOFTPHONE VOIP PROCESS


1. Open up the IP ranges listed in the Hosted VoIP Open Ports Document. Please see page 3 for
additional details.
2. Please ensure that you meet the minimum system requirements for the inContact softphone.
Please see page 4 for additional details.
3. You will need softphone licenses. Your Account Manager will provide these for you.
4. Download the Softphone. Please see page 5 for additional details.
5. Launch the Agent Interface. Place an outbound test call and receive an inbound test call. Ensure
there is two-way audio.
6. Repeat as necessary.
7. Once you have downloaded the softphones, please update Central accordingly ie. Station IDs.

BROADSOFT HOSTED VOIP OPEN PORTS DOCUMENT

DAL: 216.20.235.240/28

dalsip.incontact.com

dalsec.incontact.com

LAX: 216.20.237.240/28

laxsip.incontact.com

laxsec.incontact.com

MUN: 216.20.255.0/28

munsip.incontact.eu

munsec.incontact.eu

FRA: 216.20.254.0/28

frasip.incontact.eu

frasec.incontact.eu

HKO: 205.252.219.240/28

hkosip.incontact.com hkosec.incontact.com

Ports:
For all SIP services, port 5060 must be open for inbound/outbound as all SIP Messaging traverses
this port. UDP is the default; however the end point can be adjusted to TCP based on preference.
TLS/SIP services will utilize TCP port 5061. RTP (Audio) ports are dynamically assigned when a call is
established and will draw from the available range of UDP ports: 1024 through the end of the
range, 65,535. These RTP ports only need to be open for outbound communication.

For hard phones and soft phones configuration. TCP port 80 and 443 to the following:
Europe: 216.20.244.128/27 and 216.20.248.128/27 fraxsp.incontact.eu munxsp.incontact.eu
US, HKO: 207.166.92.64/26 and 207.166.95.128/26 dalxsp.incontact.com laxxsp.incontact.com

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

Hard phone only:


NTP (UPD port 123) for the following:
Europe: 216.20.244.128/27 and 216.20.248.128/27 fraxsp.incontact.eu munxsp.incontact.eu
US, HKO: 207.166.92.64/26 and 207.166.95.128/26 dalxsp.incontact.com laxxsp.incontact.com

SYSTEM REQUIREMENTS

NEW SOFTPHONE DOWNLOAD INSTRUCTIONS


Pre-Requisites:
New Softphone License
New Softphone Credentials
Minimum System Requirements
Correct IP Ranges Opened
Step 1: Log into Central. Login.incontact.com

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

Step 3: Accept the disclaimer.

Step 4: Choose the InContact_DMS_Softphone.exe.

Step 5: Choose the Run Option.

You will see the following as the file downloads

Step 6: The following message will appear:


Do you want to allow the following program to make changes to this computer?
Program Name: Softphone_Installer Setup
Verified Publisher: Counterpath Corporation
File Origin: Downloaded from the Internet

Step 7: Select the language

Step 8: Click Next.

Step 9: Accept the terms.

Step 10:

Step 11: Click Install.

Step 12: The Install Status will be displayed.

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

Step 14: Choose the Profile dropdown.

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

Step 16: Enter the Username and Password that has been provided to you. This is the only information
needed to pull down the configuration file for your softphone.
The username is the 700 #.
The password is the device password.

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Step 17: Enter your License Key.

Step 18: Launch the Agent with your softphone number!

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Step 19: You can enable auto answer, with the more call options button.
This setting does not save and must activate daily:

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