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CandourPBX Softphone Guides

These guides will walk you through activating the Candour Softphone for a user. Once activated, you will be able to use the following guides to install and use the Softphone on your devices.

Activating the CandourPBX Softphone

From the CandourPBX homepage, click ‘Offices & Users’.  
Click on the user you wish to activate the Softphone for.

On the right hand side of your screen you will see a section labelled ‘CandourPBX’ as shown below.

To activate:

  • Tick ‘Enable Softphone‘.
  • Enter your ‘email address‘.
  • Click ‘Submit & Activate‘.

You will now receive an email containing the download links for the Softphone. (The Softphone supports Mac, iPhone, Windows, & Android).

The email will also contain the username you will use to login to the Softphone.

NOTE: The password is never sent via email and is listed on the left hand side of the page when you activate the Softphone.
HINT! The Softphone allows for a maximum of two separate devices to be activated at a time. If you replace a device you will need to press the ‘Reset License‘ button.

Windows Guides

These guides will aim to demonstrate how to install and operate the CandourPBX softphone using a Windows PC.

You will need a CandourPBX Softphone account in order to follow this guide, if you do not already have one you will need to contact your administrator.

Installation

Step 1. From the MyECN Portal under your user settings or in your activation email, click the link ‘Get it from Microsoft’ to download the install ‘.exe’ file.

Step 2. Navigate to the file on your Windows PC and double click to open and begin the installation process.
Step 3. Select your language from the drop down menu and then click on ‘OK’.
Step 4. Click ‘Next’
Step 5. Tick the box for ‘I accept the terms in the License Agreement’ and then click ‘Next’
Step 6. Use the ‘Change’ button to select your installation location and then click ‘Next’
Step 7. Click ‘Install’
Step 8. Wait for the installation process to complete.
Step 9. Click ‘Finish’.

Step 10. Open the program from your start menu or by double clicking the desktop icon

Enter the following information and click ‘Sign In’:

  • Your Username: (You will have received this in the welcome email when you activated the softphone.)
  • Your Password: (You can find this in the CandourPBX Management Portal. If you are not sure, contact your Administrator).
Step 11. You are now logged in.

Making Call

You will need a CandourPBX Softphone account in order to follow this guide, if you do not already have one you will need to contact your administrator.

Open the CandourPBX app and login using your username and password.

Type the number you wish to call or use the on-screen keyboard and then click 

Accessing Voicemail

To access Voicemail, press or dial 777.

Use the on-screen keyboard to type in your voicemail PIN when prompted

Blind Transfer a Call

Description: When you ‘Blind Transfer‘ a call the call will immediately ring on the intended persons phone and will no longer be on yours.

Step 1. While in-call, click on  to initiate a transfer. This will place your current call on hold.

Step 2. Type the number you wish to transfer to and then click

The call has now been transferred to the other person.

Attended Transfer a Call

Description: An ‘Attended Transfer‘ allows you to ‘introduce’ the caller to the callee before handing the call over. This is the preferred method of transferring calls.

Step 1. While in-call, click on  to initiate a transfer. This will place your current call on hold.

Step 2. Type the number you wish to transfer to and then click  followed by clicking ‘Call First’.

You are now speaking to the callee.

Step 3. When you are ready to hand the call over, click 

The call has now been transferred to the other person.

Conference Calls

Description: The CandourPBX Softphone allows you to merge two callers together into a 3-way conference call.

Step 1. While in-call, click on  to access additional call options.

Step 2. Click on ‘Invite to Conference Call’

Step 3. Type the number of the person you wish to add to the call and then click 

Step 4. You are now in a conference call. In order to separate the calls click on , followed by ‘Separate’.

Quick Start Guide

For a quick summary on how to use the softphone, please see below:

Quick Start Guide – Windows

Android Guides

These guides will aim to demonstrate how to install and operate the CandourPBX softphone using an Android phone.

You will need a CandourPBX Softphone account in order to follow this guide, if you do not already have one you will need to contact your administrator.

Installation

Step 1. From the Play Store, search ‘CandourPBX’ and and Install the app.
Step 2. The first time you run the application, you will have to accept some permissions so the app will work. Start by Accepting License Agreement.
Step 3. Tap Show to allow CandourPBX to Read phone status and identity, reroute outgoing calls and directly call phone numbers.
Step 4. Tap ‘Allow’ to enable CandourPBX to make and manage phone calls.
Step 5. Next, it will request permission to be exempt from battery saving rules, this will allow the app to run in the background and receive calls even when on battery saver. Click “SHOW’ and then ‘accept’ to proceed.

Step 6. Enter the following information:

Username: Your username

Password: Your password

Step 7. You are now logged in.

Making Call

You will need a CandourPBX Softphone account in order to follow this guide, if you do not already have one you will need to contact your administrator.

Open the CandourPBX app and login using your username and password.

Using the touchscreen enter the number you wish to dial and then press the green ‘dial’ button.

Accessing Voicemail

To access Voicemail, press or dial 777.

Press the ‘Keypad Icon‘ to access the keypad, then enter your PIN when prompted.

Blind Transfer a Call

Description: When you ‘Blind Transfer’ a call the call will immediately ring on the intended persons phone and will no longer be on yours.

While on the active phone call press   and the press the ‘Transfer To…‘ option as shown below.

Use your address book, or enter the number you wish to transfer to and press
The call has now been blind transferred to the other person.

Attended Transfer a Call

Description: An ‘Attended Transfer’ allows you to ‘introduce’ the caller to the callee before handing the call over. This is the preferred method of transferring calls.

While on an active call, press 

Use your address book, or enter the number you wish to transfer to and press
Once the phone is answered you will be able to announce the caller to the callee before handing the call over.

Press  and the press the ‘Transfer To…‘ option as shown below.
The has now been transferred to the other person.

Conference Calls

Description: The CandourPBX Softphone allows you to merge two callers together into a 3-way conference call.

While on an active call, press 
Using the touchscreen enter the number you wish to dial and press 
To merge the calls together press 
The calls are now conferenced together.
To un-merge the calls again, press 

iPhone / iPad Guides

These guides will aim to demonstrate how to install and operate the CandourPBX Softphone on your IOS device.

You will need a CandourPBX Softphone account in order to follow this guide, if you do not already have one you will need to contact your administrator.

Installation

Open the App Store by pressing 

Enter the search term ‘CandourPBX softphone‘.

Press  to begin the installation.

Enter your Apple ID / Password if prompted.

Once the download has finished press ‘Open’ to complete the installation.
When prompted, you will need to press ‘OK‘ to allow the app access to the Microphone.
When prompted, you can choose weather or not you wish to allow Siri integration.
When prompted, you will need to press ‘Allow’ to allow the app to display missed call notifications.
Enter the following information:

  • Your Username. (You will have received this in the welcome email when you activated the softphone.)
  • Your Password. (You can find this in the CandourPBX Management Portal. If you are not sure, contact your Administrator).
When finished click ‘Login‘.

When prompted, click ‘OK‘ to allow the app to access your Contacts.

The CandourPBX Softphone is now fully installed and ready for use.

Making a Phone Call

Open the CandourPBX app and login using your username and password.

Using the touchscreen enter the number you wish to dial and press 

Once the call connects, you have some additional options.

  • To mute your microphone ‘Mute‘.
  • To place the other person on hold by pressing ‘Hold‘.
  • To enable speakerphone, press ‘Speaker‘.
  • To hangup the call, press 
  • To input numbers while on a call press, ‘Keypad‘.

Accessing Voicemail

To access Voicemail, press  or dial 777.
Press the ‘Keypad Icon‘ to access the keypad, then enter your PIN when prompted.

View Call History

To view your call history, press the button at the bottom of the CandourPBX Softphones homescreen labelled ‘History’.

Blind Transfer a Call

Description: When you ‘Blind Transfer’ a call the call will immediately ring on the intended persons phone and will no longer be on yours.

While on the active phone call press  (More) and the press the ‘Transfer’ option as shown below.
Enter the number you wish to transfer the call to and press  (Xfer) to complete the transfer.
You have now successfully transferred the call.

Attended Transfer a Call

Description: An ‘Attended Transfer‘ allows you to ‘introduce’ the caller to the callee before handing the call over. This is the preferred method of transferring calls.

While on an active call, press 

Using the touchscreen enter the number you wish to dial and press 
Once the phone is answered you will be able to announce the caller to the callee before handing the call over.

While on the active phone call press (More) and choose the ‘Transfer‘ option.

You have now successfully transferred the call.

Conference Calls

Description: The CandourPBX Softphone allows you to merge two callers together into a 3-way conference call.

While on an active call, press 
Using the touchscreen enter the number you wish to dial and press 
To merge the calls together press 
The calls are now conferenced together.
To un-merge the calls again, press 

OSX Guides

Coming Soon! :::

Troubleshooting

Device Activation Limit Reached

Each CandourPBX Softphone license can be used on a total of 2 devices.
The ‘Device Activation Limit Reached’ message will be displayed if you have exceeded the limit of 2 devices.

You can clear the licenses (allowing you to register two new devices) from within the PBX Admin Portal. If you do not have access to the portal, please contact your administrator.
From the CandourPBX homepage, click ‘Offices & Users’.  
Select the extension you wish to modify from the list. (You may have to expand the ‘Offices’ to find the correct extension.
On the right hand side you will see the ‘CandourPBX’ configuration settings.