Level365 Softphone for Desktop

Welcome to the User Guide for your Level365 Softphone Pro. This guide is designed to help you use your Softphone effectively and get the most out of its features. This guide will provide step-by-step instructions to using your Softphone to make and receive calls, access voicemail and more.

To get the latest software version click on either Windows or Mac depending on your operating system.

Windows Download

Mac Download

For previous versions please click Here

To use this application the following special characters CANNOT be used in your password % & + ;

 

 

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.

 

 

 

 

Viewing the Softphone

There are two ways to view your Softphone; Compact and Expanded view. The Expanded view allows you to see your active call and other features at the same time.

 

 

1. Dial pad

Dial pad is the default page when you first login to Softphone Pro. Here you can dial an extension or external number. You can also start a chat or SMS, see if you have any voicemails or use quick dial to your contacts.

Start Chat

Either type in the user in the Search box or select from your Recents list. You can type in a full 10 digit number to start an SMS (this will only work if you have SMS service)

Chat / SMS

To use the Chat / SMS button you must enter in an extension or phone number you want to message prior to pressing the Chat button.

Voicemail Indicator

The voicemail indicator will only appear if you have a voicemail.

Quick Dial

In the Quick Dial section you will find your contacts that you can click on to immediately start a call.

 

 

2. Contacts

In the Contacts section you can add a contact to your Quick Dial section by clicking the + icon or view contacts from your Portal (by clicking drop down menu). You can also Search for any contacts by clicking the magnifying glass icon.

 

 

3. Recents

In the Recents section you can click on any recent calls/chats you've made. After clicking on one of your recent interactions you will be able to see any ongoing chats or recent calls with time stamps and duration noted.

  • Phone icon - Place call to the number/extension
  • Clock icon - Sort history of calls or chats, see below screenshot labeled (1)
  • Trash can icon - Delete various parts of your interactions with this person or all interactions

>>>>>Delete all messages : This deletes all messages in your current thread with selected person

>>>>>Delete all calls : This deletes all calls in your current thread with selected person

>>>>>Delete thread : This deletes everything (messages and calls) in the current thread with selected person (this will close down the Softphone Pro app to complete action, you will need to reopen afterwards)

>>>>>Delete complete history : This deletes all messages and calls made within Softphone Pro (this will close down the Softphone Pro app to complete action, you will need to reopen afterwards)

 

 

4. Messages

In the Messages section you can view your previous chat and text messages. You can also start a new chat or text message by clicking the Start Chat button.

 

 

5. Voicemail

In the Voicemail section you can switch between messages in New, Saved, or Trash folders within your mailbox. Or select on Settings to interact with your Answering Rules and Voicemail settings which are the same in our Web Portal.

You can Play, Forward, Save, or Delete any messages from this section.

 

 

6. Do Not Disturb (DND)

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.

 

 

7. Settings

In the Settings section, you will find various settings that can be changed.

About

About provides your current application version and build information.

Account

Account displays your username and allows you to update your password used to login.

Notifications

Notifications allow you to change the Ringtone and Texttone.

Sound

Sound allows you to change the speaker/microphone being used by your Softphone Pro application. If you encounter issues hearing or being heard you may need to adjust these settings. You can also adjust volume and other audio options.

Recording

Recording allows you to record any calls happening on Softphone Pro directly to your computer. These will not save in anywhere except your computer and this is independent from calls being recorded on our platform. If you do have recordings via our platform you can still retrieve them from your Call History section when logged into our Web Portal.

Controls

Controls allow you to change login at launch of application, to set it as the default calling app, or if you want the application to always be on top of other applications.

Logs

Logs allows you to Enable logging, Clear or Save any existing logs, these are helpful for any issues you may encounter. The Support team may request these to troubleshoot issues.

Reset

Reset will allow you to completely reset anything that pertains to your Softphone Pro application, this clears all login information, chat and call history recorded here.

 

 

9. How to Make / Receive Calls

Making Calls

To place a call, navigate to the Keypad and dial an extension, 10 digit number or an international number. Then click the green phone icon to initiate the call.

Receiving Calls

  • To Answer a call click the green phone icon
  • To Reject a call click the red phone icon

Active Call Controls

While on an active call you have access to several options; Volume adjustment, Hold, End Call, Mute, Add Call (conference), Attended Transfer, DTMF, and Blind Transfer.

To answer a second incoming call you can click on Contacts to view the incoming call and either answer or reject the call.

 

 

10. How to Transfer Calls

There are two transfer options available to you while on an active call; Attended and Blind transfer.

Attended: Allows you to speak with the intended recipient before sending the caller to them.

Blind: Sends the caller directly to the intended recipient.

Attended Transfer

While on an active call, click the Attended transfer button to be presented with the below screen.

*Note: If using the Expanded view you will already have the keypad showing and you can proceed to step 2.*

  1. Click Keypad or Contacts to dial or locate a contact you wish to transfer the call to.

If dialing an extension or number, dial your number now. If using a contact, simply select the contact you want to transfer to.

  1. Click the green call button to initiate a call to the recipient

Once the recipient answers the call you can now speak to that person before you transfer the caller.

*Note: You can also start a 3 way conference call by clicking the Merge call button (2 arrows pointing together)*, this will merge you, the caller and the person you were transferring the call to.*

  1. To transfer the caller to the recipient click the Complete transfer button

Blind Transfer

While on an active call, click the Blind transfer button to be presented with the below screen.

*Note: If using the Expanded view you will already have the keypad showing and you can proceed to step 2.*

  1. Click Keypad or Contacts to dial or locate a contact you wish to transfer the call to.

If dialing an extension or number, dial your number now. If using a contact, simply select the contact you want to transfer to.

  1. Click the green call button to immediately transfer the call

 

 

11. How to Start a Conference Call

  1. While on an active call, click the Add Call button
  1. Dial an extension, number or select from your Contacts to start a conference call.
  1. You can click the Merge call button at any time to merge all parties to the call.

Clicking the same icon while on a conference call will split the calls back up and you can select either call to talk to. The other call will be placed on hold.

 

 

12. How to Exit / Logout of the App

To exit/logout of the Softphone Pro application without losing any data, follow the below steps for Windows or Mac.

Windows

  1. Find the Level365 Softphone icon (black square with blue cloud) in your icon tray in the bottom right corner, you may have to click on the ^ to see all icons.
  2. Right click on the Level365 Softphone icon
  3. Click Quit

Mac

  1. Click Level365 Softphone in the top left corner or icon (black square with blue cloud) near the top right corner.
  2. Click Quit Level365 Softphone or Quit

 

 

 

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