Softphone in the Desktop App Customization & Settings Using Your Phones Installation & Setup Troubleshooting Headsets & Wall Mounts Network Requirements
  • Create a Softphone

    To allow members of your team to answer and make calls using the Weave desktop app, you must create a Softphone device in the Weave Portal for each user.

    You must have the user role of Super Admin or Phones Manager to create a Softphone.

    Softphones cannot be used outside the US and Canada. This is in compliance with Weave’s phone policies. Click here for more information.

    Create Softphone

    1. Open the Weave Portal
    2. Click Phone.svg Phone from the left navigation menu
    3. Select Devices from the dropdown
    4. Click Add Softphone in the top right corner
    5. Choose the user from the Carrot Down.svg dropdown you would like to create a Softphone for
    6. Type the requested extension number in the box
    7. Click Create

      Note: A prohibited extension number or an extension already in use will fail.

    8. Type a name for the device (shows within call configurations in the Weave Portal) and an Internal ID Name (Appears on the office devices you call)
    9. Select Save
    10. Choose a default E911 address from the Carrot Down.svg dropdown menu
    11. Assign the device to ring within your desired Call Group(s) by checking the box(es)
      • Click the dropdown to see what devices are assigned to each call group to ensure this device is ringing in the correct group
    12. Select Save
    13. Assign the device to ring within your desired Call Queue(s) by checking the box(es)
    14. Select Save

    A success message will let you know the process is complete. Click outside the pop-up or the X in the top right corner to return to the devices page. The user should be able to access Softphone within the desktop app immediately. If you use a Mac computer, you will need to uninstall and reinstall the Weave desktop app to access the Softphone permission settings.

    A checkmark will appear next to users that have access to a Softphone within the Users section of the Weave Portal.

    Turn Off Softphone

    1. Open the Desktop App
    2. Click on the Collapse.svg Collapse icon 
    3. Select power (1).svg Turn off Softphone
    4. Check the confirmation box to turn the softphone off for the first time 

    Tip: To turn the softphone back on, repeat the steps

    Your desk phone should resync on its own, but if you have any issues, you may need to manually resync to your desk phone by turning it off.

    Learn how to use Softphone in the desktop app

    Troubleshooting Tips

    What if the Softphone does not appear in the user’s desktop app?

    You may need to manually update the desktop app. If you haven’t updated the desktop app in a while, you may need to delete and re-download the desktop app.

    How can I enable Softphone for the same user across multiple locations within my Weave account?

    You will need to create a softphone with a different extension for every location you are enabling a user to use Softphone unless your account has Unify enabled.

    What if my Softphone is not receiving calls as expected?

    Check your call configurations through mainline, departments, call queues, call groups, or phone trees within the Weave Portal to make sure the Softphone device is assigned correctly.

    Read more
  • Using Softphone in the Desktop App

    Quickly make and receive calls with your customers using the Weave desktop app with Softphone.

    Softphones cannot be used outside the US and Canada. This is in compliance with Weave’s phone policies. Click here for more information.

    Once Softphone has been added to your Weave bundle, an account admin must add the feature to individual users.

    Getting Started

    • Confirm the e911 address every time you open the desktop app in order to use the Softphone function.
    • Within the dial pad, collapse or expand Softphone using the Collapse.svg Arrow in the top right corner then click Collapse Softphone. When minimizing during a call, you’ll still be able to see the call options. You can also turn off the softphone.
    • Click the Settings.svg Settings icon in the bottom left corner to see your extension, adjust sound settings, turn on or off Do Not Disturb, and reload the softphone if you are having issues.

      Note: The sound settings will match the settings on your computer, including if you are using a headset. Make sure you are using either a computer or a headset with a mic and speakers.

    Answer an Incoming Call

    To answer an incoming call, select the Phone.svg Answer icon in Softphone or click Answer in the Call Pop notification.

    Place a Call

    1. Select the Keypad copy.svg Dial Pad at the bottom of Softphone
    2. Click into the Dial box at the top to search for a contact, type or paste a number, select an office extension from the dropdown, or use the dial pad to enter a number

    Note: You can still use the desktop app to begin a phone call through Phone, Patient/Customer, or Schedule

    Actions within a Call

    Click the End Call.svg End Call icon to end the call from any action within the Call Menu.

    Transfer calls
    1. When you are on a call, select the Transfer.svg Transfer button in the top center
    2. Search the number or extension you would like to transfer the call to in the Dial box at the top of Softphone
    3. Choose a Warm or Blind transfer by clicking the corresponding button
      • Warm: Talk to the person you are transferring the call to before sending the call. You will be connected with the person you wish to transfer the call to, and then click Transfer when ready to complete the transfer
      • Blind: Send the call straight to the number
    Hold a call

    When on a call, select Pause.svgHold at the bottom left of the call menu.

    Only you can answer your held calls by clicking the Pause.svgHold icon again.

    Merge calls (for Conference Calls)
    1. When you are on a call, select the Plus.svg Add icon in the bottom center of the call menu

      Note: You can only add calls through this icon. The Keypad action only is functional for interacting with an IVR during a call

    2. Search the number or extension you would like to add to the call to in the Dial box at the top of Softphone
    3. Choose to Swap Call.svg Swap between the calls or Merge Call.svg Merge the calls
    4. Select the Info.svg Information icon to see and end added calls, and click Cancel to return to the call menu

    Note: As you add more numbers, call quality may be affected. We do not recommend adding more than three numbers to a single call.

    Park a Call

    Park allows anyone on your phone network to pick up the call.

    1. When you are on a call, select the Call Park.svg Park icon (the top left option in the call menu)
    2. Click the Park button next to the hold spot you would like to use
    Answer Parked Calls
    • Select the Call Park.svg Parked Calls Menu at the bottom of Softphone
    • Click Answer next to the call you would like to continue

      Note: Each office includes only 3 park spots. If your office needs more park slots, please contact support.

    Mute/Unmute a Call
    Select the Mute.svg Mute button on the bottom right of the call menu to ensure your sound is turned off when needed during the call
    Interact with an IVR
    Click the Keypad copy.svg Keypad icon in the top right corner within the call to interact with an IVR. This keypad does not dial new numbers.

    Frequently Asked Questions

    When do I have to input my location?

    Every time you log in to the desktop app, you'll be asked to review and confirm or update your location. The last location used or the default location set when creating the Softphone will automatically be filled in for your convenience. Weave cannot track your location, so make sure to choose the correct address that you are currently using the Softphone.

    Why does Weave need my location to operate Softphone?

    In case of an emergency, your location is needed for any calls to the emergency response center. Learn more about E911 information.

    Can I use Softphone through the mobile app?

    Currently, you cannot use your desktop Softphone feature through mobile.

    Softphone is showing me an error that says to enable or allow access to my microphone. What do I do?

    Go into your computer settings within the privacy or security section and make sure Weave is allowed to access your microphone. You may need to toggle off and on to make sure the computer is allowing access. If you don't see a Weave option in the microphone settings, try uninstalling and reinstalling the desktop app.

    Why can't the person I'm calling hear me?

    If there is no error, but the mic is still not working, try uninstalling and reinstalling the Weave desktop app. This will work for Mac users. 

    Can I continue to use my desk phone once I have Softphone enabled?

    You can continue to use both Softphone and your deskphone with their own extensions. Call notifications will default to Softphone once it is enabled for a user. To revert your back to your deskphone and stop receiving notifications for softphone calls, turn off your softphone. If you wish to remove your softphone entirely, contact Weave support.

    Will the contact directory in my deskphone be available in Softphone?

    Currently, any contacts that are only found in your deskphone within the contact directory will not automatically transfer to your Weave account. Those numbers will need to be added as contacts through Weave. Other extensions on the network and patient numbers are automatically available on Softphone.

    Can I make calls to numbers that are not contacts in Weave?

    You can dial any number from Softphone. You can also copy and paste numbers if preferred.

    What’s the difference between the General and Personal voicemail boxes?

    The general voicemail box includes all voicemails that have been left through the main office number. Your personal includes all voicemails left using the extension of your Softphone. You cannot change your personal voicemail box through Softphone. Any messages left on your desk phone extension will not appear in your personal voicemail box once Softphone has been added to your user. If you wish the change this, contact Weave support.

    People say there’s too much background noise and they can’t hear me when I’m on the phone with them — how do I fix this?

    To experience the best audio quality, you should use a noise-canceling mic or headset with the softphone.

    Can I switch a call from my Softphone to my deskphone?

    There is no way to automatically switch between phones, but you can transfer the call using the deskphone extension and pick it up on the other device.

    I am seeing 'Provisioning Address' in the location of my Softphone. What can I do?

    Here are some steps you (or your admin) can take to fix this:

    1. Open the Weave Portal and select Phone.svg Phone from the left navigation menu
    2. Click Devices in the dropdown menu
    3. Select the E911 Addresses tab at the top of the page
    4. Click the Edit Edit icon next to the address you would like to use
    5. Change the name of the address to how you would like it to appear on the Softphone
    6. Click Save
    Read more