Common Tips for Setting Up Remote Users

To ensure the most optimal settings for your remote users, we recommend doing all of the following:

  1. Make sure the user's Softphone is setup to ONLY use the Ulaw codecs. Deselect all others codecs.
    (The codecs required to use Ulaw on the Freevoice Softphone are "PCMU/8000" and "telephone-event/8000")
    • For the Windows Freevoice Softphone, you can locate these settings by going to Tools > Options > Audio > Encodings.
    • For the Mac Freevoice Softphone, you can locate these settings by clicking "Freevoice Phone" in the upper left screen (next to the Apple icon), then go to Preferences > Audio > Encodings.

  2. Make sure that the audio headset device is properly configured on the user's Softphone.
    • To check to make sure the audio device is properly configured on the Softphone, go to Tools > Options > Audio > Devices. Make sure that the Audio In, Audio Out, and Notifications have the same device selected from the drop-down menus. To test the audio of the device, click the play button next to the Audio Out and Notifications drop-down menus. You should hear a "whoosh" sound. 
    • If the audio device is not being recognized on the drop-down menus, unplug the headset from the computer and plug it back in.
    • We STRONGLY recommend to NOT use Wireless headsets, as this can  causes call quality issues. Please use Wired headsest ONLY.

  3. Check the user's Computer Firewall settings to ensure that it is allowing their Softphone application to communicate using both public and private network connections.

    1. To access these settings, first use the Windows 10 search bar by typing "Windows Firewall", then select the Windows Defender Firewall option that is located under the Control Panel settings.

    2. Next, click on "Allow an app or feature through Windows Defender Firewall".

    3. Click "Change Settings", then make sure the box next to "Freevoice Softphone" is selected, and the private and public boxes next to it are selected. Once done, click Ok to save your changes.

  4. Check the user's Router to make sure SIP ALG settings are Disabled.
    • For most routers, this can be found under the "WAN" or "Firewall" settings.
      If you are not sure where to locate it, contact your Internet Service Provider.

  5. Make sure the user is connected to the internet via an Ethernet cable, NOT Wifi.
    • Wifi connections can receive interference from surrounding frequencies, which can cause call quality issues. Wifi also does not provide a consistent flow of data over the network.

  6. Make sure the user's Network IP Address is not blacklisted in the Security settings.
    • To locate this setting on your Dialer Admin Portal, go to Admin > Security.
      Once there, press Ctrl + F5 to do a text search and input the ip address to see if it shows up.
      If the ip address does show, make sure to click the link next to it that says "Un-Block".

  7. Make sure Strict Whitelist settings are NOT enabled in the Security settings.
    • Due to most household internet services using Dynamic IP Addresses (recycled ip addresses that change), it is important that you make sure strict whitelist settings are not used, to ensure their connections to the system are not blocked.
    • To identify whether you are using Strict Whitelist Settings on the Dialer, login to the Admin Portal and go to Admin > Security. Make sure that the Security Mode is set to "Blacklist", not "Strict Whitelist".

If you are still experiencing issues registering the extension or have call quality issues, contact the Support Center.