The Level365 Softphone brings full desk phone functionality directly to a computer, with no physical handset needed. Whether on Windows or Mac, this guide covers downloading the app, logging in, and navigating key features like calling, voicemail, text messaging, call history and advanced settings.
Download the Softphone
Download the latest version for the computer's operating system:
- Windows Download
- Mac Download (Intel)
- Mac Download (Apple Silicon)
- Additional Downloads Including MSI Packages and Previous Releases
For deploying to multiple Windows computers, see the Windows Silent & Bulk Deployment Guide.
Login
The Desktop Softphone supports logging in with Single Sign-On (SSO).
Log in to the Softphone with the login name supplied in the Welcome email. The password is the same one used to log in to the Level365 Web Portal at https://app.level365.com/.
If the password is forgotten, go to the Level365 Web Portal 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, see Recommended Headset Settings.
App Navigation
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. Parked calls can be viewed by department, site, or across the entire organization using the Call Park filters.
To make sure the Softphone and the mobile app can receive incoming calls, Level365 recommends enabling Simultaneous Ring (Sim Ring) in the Answering Rules. Sim Ring rings all assigned devices at the same time, so calls can be answered from any device. Sim Ring is enabled by default.
For details, see Answering Rules - Call Forwarding, Simultaneous Ring (Sim Ring), Just Ring Extension.
The Keypad is the default page when first logging in to the Softphone. An extension or external number can be dialed here.
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 voicemail here. Select the Caller ID name or number to redial any number in call history.
In the Messages section, view previous text messages. Start a new text message by clicking the Start Chat button.
- For more information, see the 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 and 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 it is left parked too long.
Level365's VoiceIQ is available in the Desktop Softphone. VoiceIQ is a browser-based application designed to streamline call reviews through searchable transcripts, automated notes, and AI-generated insights.
Key capabilities:
- AI summaries and 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
VoiceIQ Dashboard
For more information, see the VoiceIQ User Guide.
DND (Do Not Disturb)
Do Not Disturb is controlled from the crescent moon icon. When the moon is white, DND is off. When the moon is filled in, DND is on.
Settings
The Settings section includes the following options:
- About: Provides the current application version and build information. Updates for the app can be checked here.
- Account: Displays the username and provides an option to update the password used for login.
- Notifications: Provides options to change the ringtone and text tone.
- Sound: Provides options to select the speaker and microphone used by the Softphone. 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: Allows calls in the Softphone 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: Provides options to enable login at application launch, set the Softphone as the default calling application, and keep the application displayed above other applications.
- Log Out: Logs out of the Softphone application. This retains all login information, message history, and call history stored within the application.
- Reset: Completely resets the Softphone application. This clears all login information, message history, and call history stored within the application.