The Telavox app is our softphone that you use to be able to make and receive calls directly via your computer. You can either use our web app, which means that everything is handled directly via the web browser, or you can download the softphone as an installable program here.
If you are having issues specifically with keypad inputs during calls in our app, we recommend that you check the article Keypad inputs in Softphone.
If you have any problems with incoming/outgoing calls via our softphone, there are a number of things you should check before contacting Telavox support.
Incoming calls
Unable to receive calls
If you cannot receive incoming calls at all, you need to check the following steps first:
- Check that you have activated the Receive incoming calls setting in your softphone.
You can find this under:
Settings (1) → Telephony & Audio (2) → Receive incoming calls (3)
- Check that you have the correct profile active, and that this profile is set so that incoming calls are either connected to landline numbers, or both landline and mobile numbers. If the problem only appears with incoming queue calls but works with direct calls, your administrator needs to review your queue settings. More information about profile settings here.
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Check that you do not have any blocking or other call forwardings for incoming calls on your account. You can find this under:
Settings (1) → Telephony & Audio (2) → Advanced telephony (5) → Call routing → Incoming calls
- Restart the softphone/browser and if this does not help, also try restarting the computer.
- Rule out that it's your headset that's causing the issue by turning off headset controls . You can do this via:
Settings (1) → Telephony & Audio (2) → Use headset controls to answer and hang up call.
- Check so that the network and any firewall you are connected to is working correctly and is correctly configured, more information about this here.
If you have a VPN active, we also recommend that you try turning it off and also try to connect to another network, e.g. via a mobile hotspot.
The picture shows where you can find the different sections that we refer to in the text above
If you still experience problems after taking the above mentioned measures, we recommend that you contact Telavox Support. Tell us about your situation and what you've done to try to solve the problem and also include some examples of calls that didn't work as expected. What we need to know in these examples is:
A-number (caller):
B-number (recipient):
Date & Time:
Brief description of the problem:
Silent calls
If you encounter calls that appear to connect but are completely silent, you can check the following:
- Check that you have the correct audio devices selected. This is done via:
Settings (1) → Telephony & Audio (2) → Audio device (4)
Here it's important that you choose the correct microphone and speaker/headset that you wish to use, and make sure that the volume is set loud enough to be heard properly. You can also click Make a test call where you can record a short message and then listen to it to test the functionality of your selected audio devices.
- If you do not get any sound even after the above has been checked, please check so that the sound works in general on your computer by trying to listen to another sound source, e.g. via a website with sound. If it doesn't work there either, you first need to troubleshoot your audio devices, and if you need help with this we recommend that you contact your IT-department. You should also test how it works with another computer and headset if the above does not solve the problem.
- Check that the network and any firewall you are connected to are working correctly and are properly configured. More information on this here.
If you have a VPN active we also recommend that you try turning it off and try to connect to another network, e.g. via a mobile hotspot.
The picture shows where you can find the different sections that we refer to in the text above
If, after the above measures, you still experience problems, we recommend that you contact Telavox Support Tell us about your situation and what you've done to try to solve the problem, and also include some examples of calls that didn't work as expected. What we need to know in these examples is:
A-number (caller):
B-number (recipient):
Date & Time:
Brief description of the problem:
No answer button
If you receive an incoming call but do not have a green answer button to click on, this is often due to the call being connected somewhere else (e.g. mobile) but not in your softphone. In these cases, you can check the following:
-
Check that you have activated the Receive incoming calls setting in your softphone.
You can find this under: Settings (1) → Telephony & Audio (2) → Receive incoming calls (3)
- Check that you have the correct profile active, and that this profile is set so that incoming calls are either connected to landline numbers, or both landline and mobile numbers. If the profile is set to only connect incoming calls to your mobile number the call will be visible in the softphone but will not be able to be answered via the green answer button in the softphone. If the problem only appears with incoming queue calls but works with direct calls, your administrator needs to review your queue settings. More information about profile settings here.
The picture shows where you can find the different sections that we refer to in the text above
If, after the above measures, you still experience problems, we recommend that you contact Telavox Support. Tell us about your situation and what you've done to try to solve the problem, and also include some examples of calls that didn't work as expected. What we need to know in these examples is:
A number (caller):
B number (recipient):
Date & Time :
Brief description of the problem :
Outgoing calls
If you have problems with outgoing calls, you can check the following:
- Check that you have the correct audio devices selected. If you have no audio device selected, the calls will be disconnected immediately. You can check this via:
Settings (1) → Telephony & Audio (2) → Audio device (4)
-
Check that you do not have any blockings or other call forwardings for outgoing calls on your account. You can find this under:
Settings (1) → Telephony & Audio (2) → Advanced telephony (5) → Call routing → Outgoing calls.
If you try to call abroad it may happen that the country in question is blocked via the blocking called Greylisted destinations, and in that case you need to add an exception for the corresponding country. If you do not have the possibility to do this on your own you need the help of an administrator. More information about this here.
- Rule out your headset controls causing the error by turning off headset controls . You can do this via:
Settings (1) → Telephony & Audio (2) → Use headset controls to answer and hang up calls .
- Restart the softphone/browser and if this did not help, also try restarting your computer.
- Check that the problem is not on the other party's side by trying to call the number via another number/subscription.
- Try calling via another computer and with a different headset.
- Check that the network and any firewall you are connected to are working correctly and are properly configured. More information about this here.
If you have a VPN active we also recommend that you try turning it off and try to connect to another network, e.g. via a mobile hotspot.
The picture shows where you can find the different sections that we refer to in the text above
If, after the above measures, you still experience problems, we recommend that you contact Telavox Support. Tell us about your situation and what you've done to try to solve the problem, and also include some examples of calls that didn't work as expected. What we need to know in these examples is:
A-number (caller):
B number (recipient):
Date & Time :
Brief description of the problem :