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.
For previous versions please click Here
To view our recommended headset settings please click HERE.
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.
To ensure your Desktop Softphone and/or Mobile App receives incoming calls, we recommend using Simultaneous Ring (Sim Ring) in your Answering Rules. This ring strategy sends calls to all of your devices to give you the flexibility to answer a call from any of your devices. By default Sim Ring is enabled. To learn more about Answering Rules click on the article below:
Answering Rules - Call Forwarding, Simultaneous Ring (Sim Ring), Just Ring Extension
App Navigation
The Keypad 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.
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)
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.
In the Quick Dial section you will find your contacts that you can click on to immediately start a call.
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.
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)
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.
- For more information, please see our Text Messaging Guidelines.
- Only one image can be sent at a time.
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, Callback or Delete any messages from this section.
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.
DND enabled on a Level365 Device only affects that specific device. To enable DND across all of your devices, you will need to enable DND within your Answering Rules or dial *78 to enable or *79 to disable.
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.
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.
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.
- To Answer a call click the green phone icon
- To Reject a call click the red phone icon
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.
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.*
- 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.
- 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.*
- To transfer the caller to the recipient click the Complete transfer button
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.*
- 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.
- Click the green call button to immediately transfer the call
- While on an active call, click the Add Call button
- Dial an extension, number or select from your Contacts to start a conference call.
- 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.
To exit/logout of the Softphone Pro application without losing any data, follow the below steps for Windows or Mac.
- 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.
- Right click on the Level365 Softphone icon
- Click Quit
- Click Level365 Softphone in the top left corner or icon (black square with blue cloud) near the top right corner.
- Click Quit Level365 Softphone or Quit
