Skip to content
English - United States
Contact us
  • There are no suggestions because the search field is empty.

Softphone Setup and Troubleshooting

Instructions for setting up the RingRx softphone and how to resolve problems you may encounter

This article is for people who are using the softphone (aka Webphone) or about to start using it and need instructions for how to configure it and what to do if they encounter any issues.   For a description of what the softphone can do, please go here .  For a Video showing you how to use it, please go here.

Softphone technology and how the app works. 

    • The RingRx softphone Its a browser based application that launches right out of any browser, including Chrome, Edge, Safari, Firefox or any other.
    • It is built using a technology called WebRTC.  This means it relies entirely on the User's own browser, network, and internet settings.  
    • The communication protocol is called WebSocket Secure ("WSS").  WSS utilizes TLS/SSL encryption, protecting data transmitted between the client and server from eavesdropping, tampering, and man-in-the-middle attacks. This is crucial for handling sensitive information.
    • The application will only work in environments that are configured to permit it.  If you have a basic network with minimal configuration, its likely to work fine and you will probably not need any special configurations in your network to accommodate use.  If you have some complex arrangements in your network, especially network proxies then its more likely you may run into a problem.  There are a number of settings that a network administrator can utilize that may affect the performance of the softphone.  Contact your network administrator (not RingRx) with issues of connectivity
    • You do not need to download or install any software
    • After logging in you will see a SIP icon in the upper left of the screen next to the RingRx logo.
      • A Green icon means you are “registered” to our servers.  This means you are fully setup to make and receive calls and texts
      • A Red icon means you are not “registered” and will not be able to make or receive calls.  This usually indicates there is some setting in your firewall that is prohibiting communication with our servers
    • The application will need to contact our servers via port 10443.
    • The softphone utilizes a technology called WebRTC, which must be supported by your browser.  See below for a list of supported browsers

Configurations of the Softphone within RingRx

There are no configurations to your RingRx User or Account or within the app itself to change how the softphone works - if you log into your mobile app and it works and you log into the softphone with the same credentials and it does not work, then you have a PC or network problem - its not a problem with the app and there are no settings in RingRx that can remedy this.  

Configuring Audio Settings

There are two ways to manage your Audio Settings:

Audio Settings within the Softphone

Audio Settings within the Softphone can be found by selecting your the dropdown titled with your User ID, which can be found in the upper left corner of the softphone, just below the RingRx logo.  Selecting Options from the Menu shows you the available audio input and output devices.  The softphone automatically will assign your PCs default audio selections. However you can change them here if desired.  

The checkbox for SIP Trace Enable should remain checked unless instructed to change it for troubleshooting purposes.

There are no other Audio Settings within the softphone itself.  If you are experiencing any other audio issues on the softphone, please see 

Audio Settings on your PC

Audio settings on your PC must be configured in such a way that the softphone can get access to them.  Typically, this is something you don't have to pay attention to unless you do not have audio devices installed on your PC or you have restricted access to them through the browser.  When you launch the softphone, it will search for installed audio devices and use whatever you have set for your default.

Audio Settings in your Browser

Some browsers have audio settings that could also play a role in your service.  After opening the softphone, please follow the steps for your browser below (if your browser is not listed, go to the browser support site and search for audio settings):

Google Chrome

Step I
  • Open the RingRx softphone
  • At the left of the address bar, you will see a slider icon like this:
  • Click it, and you should see this Menu


  • Toggle the options so they appear just like the above image.

Step 2

  • Go to Settings
  • Privacy and Security
  • Site Settings
  • Additional Content Settings
  • Sound
    • "Allow Autoplay for this Site"

 

Brave
  • Open the RingRx Softphone
  • At the left of the address bar, click the slider icon  
  • Select Site Settings
  • Select Privacy and Security
  • Select Site and Shields Settings
  • Under Permissions, select Microphone
  • Make sure the correct audio device/headset is selected at the top dropdown
  • Make sure Sites an ask to use your microphone is selected as ON
  • It should appear as

Supported Browsers

Desktop PC
  • Microsoft Edge 12+
  • Google Chrome 28+
  • Mozilla Firefox 22+
  • Safari 11+
  • Opera 18+
  • Vivaldi 1.9+
  • Brave
Android
  • Google Chrome 28+
  • Mozilla Firefox 24+
  • Opera Mobile 12+
  • Chrome OS
  • Firefox OS
  • BlackBerry 10
  • iOS
  • MobileSafari/WebKit (iOS 11+)
  • Tizen 3.0

     

    Troubleshooting

    As stated previously in this article - as long as your network settings to not have any protocols or settings or configurations that interfere with Websocket Secure (WSS) or WebRTC communcations protocol, then the softphone should work fine.  If the softphone has any problems registering, making or receiving calls or texts, you will need to contact a network administrator for assistance with your network.  

    If you are in a foreign country and experiencing problems, please see this article

    The very first step in any troubleshooting is to test any scenarios you are experiencing a problem with on the mobile app.  If the mobile app performs correctly, then the issue is isolated to softphone use, and is not an Account or User configuration issue.  Please read below for additional details,

    Inbound or outbound audio issues
    • If you are experiencing audio issues while using the softphone, the very first step to troubleshoot is to determine if you experience the same audio issues on other RingRx phones, including the mobile app or deskphone.  If you have the same or similar audio issues on other phones, then the audio issue is not specific to the softphone.  While this issue is also most likely related to your own internal network settings, please contact RingRx support for troubleshooting and guidance.
    • If the audio issues you are experiencing only occur on the softphone and not on either the mobile app or a deskphone, then the issue is not with the softphone itself or with RingRx configuration or settings, but with your own network or PC audio settings.  Please review section above titled Configure Audio Settings. If the basic configuration steps do not resolve your issue, then you will need to consult with a PC technician who can troubleshoot the issue.  Information the technician may need are outlined in this section. 
    Failed Registration Red Phone Icon
    • Successful registration - phone icon will be green
    • Failed registration - phone icon will be red
      • Check or turn off VPN
      • Local Network blocking
      • Other network issues that could interfere
    Inbound calls not ringing
    • If calls ring to your extension when you are logged into another RingRx phone, like the mobile app or deskphone, then this is a network problem and not a softphone issue or RingRx configuration issue - consult your network administrator for further assistance.
    Browser permissions
    • If you get any error from your browser about launching or running the softhone, it is a Network or PC problem - consult your network administrator.