The Level365 Softphone brings full desk phone functionality directly to your computer - no physical handset needed. Whether using Windows or Mac, this guide walks through installing the app, logging in, and navigating key features like calling, voicemail, chat, call history, and advanced settings. It’s everything you need to stay connected and productive from your desktop.
To get the latest software version click on either Windows or Mac depending on your operating system.
To ensure the Desktop Softphone and/or Mobile App can receive incoming calls, we recommend enabling Simultaneous Ring (Sim Ring) in the Answering Rules. This feature rings all assigned devices at the same time, allowing calls to be answered from any device. By default, Sim Ring is enabled.
For more details on setting up or adjusting Answering Rules, see:
Answering Rules - Call Forwarding, Simultaneous Ring (Sim Ring), Just Ring Extension
Login
Login to your Softphone Pro by using the login name supplied in your Welcome email. The password is the same one you use to login to your Level365 Web Portal at https://app.level365.com/
If you do not remember your password please click here and click Forgot Password.
Note: The Softphone Application will not register without a working microphone detected by the computer. If registration fails, verify the microphone is connected and recognized in the system’s audio settings. For recommended sound and headset configurations, click HERE.
App Navigation
Navigation and call management are now faster than ever with the updated dashboard. Access the Dialer, Call Park, Contacts, Answering Rules, and Caller ID settings directly from the main Dashboard tab. Select preferred outbound Caller IDs from assigned numbers directly within the dashboard. Plus, managing parked calls is simpler with new Call Park filters to view calls by department, site, or across the entire organization.
The Keypad is the default page when first logging into Softphone Pro. Here is where an extension or external number can be dialed.
Portal Contacts
View Portal contacts using the drop-down menu. Search for a specific contact by clicking the magnifying glass icon.
Favorites
In the Contacts section, add a contact to the Quick Dial section by clicking the + icon
Access Call History and voicemails here. Select the Caller ID name/number to redial any numbers in call history.
In the Messages section, view previous chat and text messages. Start a new chat or text message by clicking the Start Chat button.
- For more information, please see our Text Messaging Guidelines.
- Only one image can be sent at a time.
The Call Park feature allows active calls to be placed in a shared virtual "parking lot" and retrieved from any device across the network.
Key Capabilities:
- Park & Retrieve Anywhere: Place a call on hold and pick it up from another softphone, desk phone, or mobile app using the assigned parking slot extension.
- Smart Filtering: View and manage active parked calls by department, site, or company-wide directly from the Call Park tab.
- Auto-Recall Protection: Automatically rings the call back if left parked for too long, ensuring callers are never forgotten.
Level365's VoiceIQ is now available in our Desktop App! VoiceIQ is a browser-based application designed to streamline call reviews through searchable transcripts, automated notes, and AI-generated insights.
Key Capabilities:
- AI Summaries & Action Items: Automatically extract conversation purpose, key outcomes, and follow-up tasks to eliminate manual note-taking and full-call replays.
- Interactive Transcripts: Search full call logs and click any word to jump directly to that point in the audio playback.
- Performance Dashboard: Access all call recordings, transcripts, and analytics from a single streamlined view.
Login
DND (Do Not Disturb)
Do Not Disturb can be controlled from the crescent moon icon, as noted below with the moon is white DND is off, when the moon is filled in DND is on.
Settings
The Settings section includes various options that can be adjusted.
About
About provides the current application version and build information. Updates for the app can be checked here.
Account
Account displays the username and provides an option to update the password used for login.
Notifications
Notifications provides options to change the ringtone and text tone.
Sound
Sound provides options to select the speaker and microphone used by the Softphone Pro application. If issues occur with hearing or being heard, these settings may need to be adjusted. Volume and other audio options can also be modified.
Recording
Recording allows calls taking place in Softphone Pro to be recorded directly to the computer. These recordings are saved only on the computer and are separate from calls recorded on the platform. Platform recordings can still be accessed through the Call History section of the Web Portal.
Controls
Controls provides options to enable login at application launch, set Softphone Pro as the default calling application, and keep the application displayed above other applications.
Log Out
Log Out provides the option to log out of the Softphone Pro Application. This retains all login information, chat history, and call history stored within the application.
Reset
Reset provides an option to completely reset the Softphone Pro application. This clears all login information, chat history, and call history stored within the application.
Have questions or need assistance?
Our Support Team is here to help.
Click HERE to view all contact options and explore additional resources such as our AI Support Agent and searchable Knowledge Base.