---
title: "How to set up softphone"
slug: "how-to-set-up-softphone"
description: "Set up Voiso user for softphone. To make and receive phone calls, you must set up your softphone to work with your computer and browser."
tags: ["How to", "soft phone", "WebRTC", "Softphone", "Getting started"]
updated: 2025-11-12T13:58:57Z
published: 2025-11-12T13:58:57Z
canonical: "docs.voiso.com/how-to-set-up-softphone"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://docs.voiso.com/llms.txt
> Use this file to discover all available pages before exploring further.

# How to set up your equipment and softphone

**Who should read this article**: Administrators

To make and receive phone calls, you must set up your softphone, Agent Panel, to work with your computer and browser.

          Important

          

**14-day trial users** should start with these articles. They walk you through initial setup, calling configuration, and key steps to get the most out of your trial experience.

- [System Requirements](/v1/docs/system-requirements)
- [How to set up your contact center](/v1/docs/how-to-set-up-your-call-center)
- [How to set up your equipment and softphone](/v1/docs/how-to-set-up-softphone)
- [How to enable outgoing calling](/v1/docs/how-to-start-making-calls)
- [How to start receiving calls](/v1/docs/how-to-start-receiving-calls)
- [Administrator Guide](/v1/docs/administrator-guide)
- [Supervisor Guide](/v1/docs/supervisor-workflows)
- [Agent Guide](/v1/docs/agent-guide)

## Introduction

Voiso **Agent Panel** Softphone, powered by WebRTC technology, is a versatile tool that allows agents to manage all their contact center tasks in one interface. Agents can seamlessly make and receive phone calls using **Agent Panel**.

          Tip

          

You can also use a third-party softphone or a Hardware Phone (a physical hardware-based IP phone).

          Important

          

Voiso recommends using the latest *Google Chrome* browser for the best user experience.

## Setting up your softphone

### For administrators

When you [create a User account](/v1/docs/basic-user-roles) for an agent who will be handing voice calls, ensure that the **WebRTC Enabled** permission is granted in the **Permissions** section of the user's account page.

To allow an agent to handle voice calls and [digital channels](/v1/docs/digital-channels) interactions, such as [webchat](/v1/docs/omnichannel-webchat), ensure that the **Omnichannel Workspace Enabled** permission is granted in the **Permissions** section of the user's account page.

### For agents

Follow these steps to set up your **Agent Panel** to handle phone calls.

[Video](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Voiso%20Login%20060723.mp4)

1. In your browser, navigate to your contact center's Voiso homepage. Ask your administrator for the homepage URL.
2. Enter your username (Voiso contact center email address) and password.
3. Click **Sign in**.
4. If pop-ups and redirects are blocked, select **Allow** and click **Done**.
5. To open the **Agent Panel**, click the **Agent Panel** icon in the navigation bar.
6. When the **Agent Panel** is displayed for the first time, you are asked to allow Voiso to use your microphone. Click **Allow**.
7. If your browser does not have permission to use your microphone, a dialog box might be displayed asking permission. Allow your browser to use your microphone as well. You might have to enable your microphone in your browser settings.
8. To change your microphone settings or choose a different microphone, click the microphone icon.
9. Modify the settings, then click **Done**. To modify your browser's microphone settings, click **Manage**.
10. Your softphone is now ready to use.

## Setting up a third-party softphone or hardware phone

You can use a third-party softphone, such as Zoiper, or a hardware phone instead of the Voiso **[Agent Panel](/v1/docs/agent-panel)**.

          Important

          

- Third-party softphone users must be signed in to Voiso to place calls.
- Hardware phone users *cannot* log in to Voiso, but they can call directly from the third-party endpoint.

### Assigning a third-party softphone or hardware phone to a user

To assign a third-party softphone or hardware phone to a user:

1. In the Voiso main menu, navigate to **Users > Users**.
2. Click **Add user** to create a new user or select an existing user to open the **Edit user** page.
3. Configure the user's settings based on the device type:
  - For a third-party softphone: Deselect **WebRTC Enabled**.
  - For a hardware phone: From the **Role** menu, select **Hardware phone**.
  - If Security Access Groups are enabled:
    - Ensure the **WebRTC Enabled** permission is not granted to the user’s access group.
    - Alternatively, assign the user to the **Hardware phone** [access group](/v1/docs/administration-security-access-groups).
4. In the third-party softphone or hardware phone settings, add the following SIP credentials for the user and register the settings:

| Setting | Value |
| --- | --- |
| Domain | Everything after the @ sign in the SIP account name. For example: “CCname.Voiso.com” |
| Username | Everything before the @ sign in the SIP account name. For example: “Agent01” |
| Password | The password assigned to the user's Voiso account. |

1. Save the user, then make a test call to ensure everything is working correctly.

This video demonstrates assigning the **Hardware Phone** role:

[Video](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Overview%20Setting%20Up%20A%20Hardware%20Phone%20User%20Masked.mp4)

A software application that enables users to make telephone calls over the internet using a computer, tablet, or mobile device and a high-speed internet connection.

Web Real-Time Communication. A technology that enables the use of a web browser to make a phone call. The Voiso Agent Panel is a WebRTC-based softphone.

A physical telephone connected to a contact center's phone network. In contrast to a softphone like the Voiso Agent Panel, hardware phones have limited capabilities. They are best suited to situations where you want to limit agent access to your system.

## Related

- [How to set up your contact center](/how-to-set-up-your-call-center.md)
- [How to enable outgoing calling](/how-to-start-making-calls.md)
- [How to start receiving calls](/how-to-start-receiving-calls.md)