FTS–S100 INTERNET SOFTPHONE

Thank you for purchasing the FreeTEL System FTS-S100 SoftPhone. The FTS-S100 SoftPhone is a cost effective, easy to use and plug-and-play Audio SoftPhone communications solution. The FTS-S100 SoftPhone support most popular audio codecs. It is based on SIP industry standard and interoperable with any FreeTEL System VoIP devices, thus enabling you to fully leverage the benefits of VoIP technology, while visually commuting with anyone, anywhere in world.

This manual will help you learn how to operate and manage your FTS-S100 SoftPhone; and make the best use of its many upgraded features including simple audio calling, multi-party conferencing and direct IP to IP Calling.

The FTS-S100 SoftPhone is a next generation Softphone based on SIP standard and audio codec, offering users all the productivity of a traditional telephone with desktop and mobile computer enhancements. From a simple click of a mouse button or tap on the keyboard users can dial, answer, or otherwise manage calls and personal availability. Whether over wired or wireless connections, FTS-S100 SoftPhone supports a variety of headset devices to augment the modern telephony experience, severing the restrictive tethers of traditional, limited telephone receivers.

Designed to work over IP-based systems, FTS-S100 SoftPhone provides endpoint VoIP solutions that use internet-based telephony servers within FreeTEL Networks Services. It is ideal for any multimedia communication environment, the virtual office and all IP audio communications for business or residential users.

Standard Telephone Features
The FTS-S100 SoftPhone have all the standard telephone features, including:

• Two lines.

• Call display.

• Speakerphone.

• Mute.

• Redial.

• Hold.

• Do not disturb.

• Calls ignore.

• Call history – list of received, missed, dialed and blocked calls.

• Call forward.

• Call transfer.

• Call record.

• Six-party audio conferencing.

Enhanced Features and Functions
The FTS-S100 SoftPhone also supports the following VoIP features and functions:

• Managed contact list – importing and exporting contacts between FTS-S100 SoftPhone; and other applications.

• Support for Intel® Centrino® Mobile technology, allowing FTS-S100 SoftPhone to provide more consistent quality of service across both wired and wireless networks using industry standards such as 802.11e.

• Log in with up to six different FreeTEL Network Accounts.

• Zero-touch configuration of audio device; no tuning wizard is required.

• Acoustic Echo Cancellation, Automatic Gain Control, Voice Activity Detection.

• Support for the following audio codecs: AMR Wideband (G.722.2), Broadvoice-32, Broadvoice-32 FEC, DVI4, DVI4 Wideband, G.711aLaw, G.711uLaw, G.722, G.723, G.726, G.729, GSM, iLBC, L16 PCM Wideband, Speex, Speex FEC, Speex Wideband, Speex Wideband FEC.

• Automatic selection of the best codec based on the other party’s capability, the available bandwidth, and network conditions. FTS-S100 SoftPhone switches the codec within a call in response to changing network conditions.

• SIP compliance to 3261 SIP standard.

• STUN and ICE NAT traversal. XTunnels for firewall traversal.

• Support for DTMF (RFC 2833, inband DTMF or SIP INFO messages).

System Requirements

FreeTEL System FTS-S100 SoftPhone
	Minimum	Optimal
Processor	Intel® Pentium II® 400 MHz or equivalent	Intel® Pentium III® 1.3 GHz or equivalent
Memory	128 MB RAM	256 MB RAM
Hard Disk Space	15 MB	30 MB
Operating System	Microsoft® Windows® 98 Second Edition Microsoft® Windows® NT Microsoft® Windows® 2000 Microsoft® Windows® XP Microsoft® Windows® Vista
Connection	IP network connection (Broadband, LAN or Wireless)
Sound Card	Full-duplex or 16-bits

Multimedia Requirements
The FTS-S100 SoftPhone require both speakers and a microphone to make calls. Any of the following configurations are acceptable:

• External speakers and microphone.

• Built-in speakers and microphone.

• Dual-jack multimedia headset.

• Bluetooth® multimedia headset.

• USB multimedia headset.

• USB phone.

1. Installing the FTS-S100 SoftPhone
As part of the FreeTEL System offer, the FTS-S100 SoftPhone will be installed and configured by a FreeTEL System Technical Specialist. The installation and configuration process will be done remotely via the LogMeIn Remote Control Software. Please refer to the installation procedure of the LogMeIn Remote Control Software [www.freetelsystem.com/download/softphone.pdf] before contacting a FreeTEL System Technical Specialist for the FTS-S100 SoftPhone Remote installation and configuration.

2. Uninstalling the FTS-S100 SoftPhone
Uninstall the FTS-S100 SoftPhone as you would uninstall any other program: launch the Windows Control Panel, and select Add or Remove Programs. Follow the prompts. We do not recommend that you uninstall the FTS-S100 SoftPhone without consulting a FreeTEL System Representative, because reinstallation and reconfiguration fees will apply for any reinstallation of the FTS-S100 SoftPhone.

3. Starting FTS-S100 SoftPhone
Start FTS-S100 SoftPhone as you would any other program: Use the Windows Start menu or double-click the desktop icon. The softphone appears. When you are logged in, the Call display shows Ready - Your username is: FreeTEL Phone Number.

4. Showing and Hiding the FTS-S100 SoftPhone
If you click to minimize the softphone, you will still be able to receive calls. But if you exit when softphone is minimized; softphone will start next time as minimized.

5. Placing a Call
You can contact any FreeTEL System subscribe by dialing his FreeTEL Phone Number:
 

How	Description
Keying	Enter the remote party FreeTEL Phone Number in the Call display using the softphone keypad or the computer keyboard. Then press Enter or click on the button .
Partial keying	As you key in a FreeTEL Phone Number, a suggestion for completing the entry may appear. Press Tab to accept the suggestion. Then press Enter or click on the button .
Drag-and-drop	Drag an entry from the Contacts tab or any of the lists in the Calls tab to the Call display.
Right clicking	Right click an entry on the Contacts tab or any of the lists in the Calls tab, and choose Call.
Redialing	Press Redial button .
From Microsoft® Outlook®	If you have set up contacts in Microsoft® Outlook®, you can place a call from there. Double-click the contact in the Contacts list in Outlook. The Contact dialog box appears. Click the icon in the top left corner and select the FreeTEL Phone Number to dial. As soon as you release, Softphone will be brought to the front and the call will be placed.

6. Ending a Call
Click the button on Call display or Call Alert box. Details of the call remain on the Call display. To clear the Call display, click on the Clear button . Please note that selecting another line does not hang up; it puts the active call on hold.

7. Answering a Call
FTS-S100 SoftPhone must be running to answer incoming calls. The softphone rings and the line of the incoming call is lit. The FreeTEL Phone Number of the person calling you is displayed. If the FreeTEL Phone Number for this person appears in your Contacts list, the FreeTEL Phone Number is converted to the display name for that FreeTEL Number. For example, sip:2302501333@sipb.freetelnetworks.com appears as “Free Telecom”.

7.1 You can answer the call in any of these ways:

• Click on the Answer button of the softphone or click Answer button on the Call Alert box.

• Click the line number on the softphone.

• Press Enter (on the keyboard), if the softphone is the active application.

7.2 You can ignore the call in any of these ways:

• Click on the button on the Call display; a message appears to the caller advising that the call could not be made. The phone stops ringing. The call is added to the Received Calls list.

• Click on the button on the on the Call Alert box; a message appears to the caller advising that the call could not be made. The phone stops ringing. The call is added to the Received Calls list.

• Leave it and allow it to eventually hang up.

7.3 You can permanently ban the caller:
In the Received Calls list, click the entry, right-click, and choose Ban this Person.

8. Handling a Call while the Call Is in Progress

8.1 Adjusting Volume
Use the microphone slider (on the left) to adjust the volume of your voice for your listeners. Use the speaker adjustment (on the right) to adjust the sound you are hearing.

8.2 Mute
Click on the Mute button on the dial pad to prevent the other party (or parties for a conference call) from hearing you. The icon appears on the Call display.

8.3 Speakerphone
Click on the Speakerphone button on the dial pad to put the caller (or callers for a conference call) on the speaker phone. You must have a speakerphone device.

8.4 Call Record
Click on the Record button on the dial pad at any time during the call. Click again to stop recording. Recordings are saved as WAV files for audio, in the location specified in the Options window. Click the button near the top of the Call display and select Options, then display the Application pane.


8.5 Add to Contacts List
At any time during a call, you can click on the Call display to add the other party to your Contacts list.

8.6 Unattended Call Transfer – Basic
To transfer without informing the third party that a call is coming their way:

• Click on the Transfer button on the dial pad. The line button and the XFER led turn blue .

• Enter the FreeTEL Phone Number to which the call is to be transferred. For example:

  • Enter the FreeTEL Phone Number and press Enter.

  • Or drag an entry from any tab in the Calls & Contacts drawer to the Call display.

The message Requesting basic transfer appears. At this point, the call is no longer under you control; you cannot cancel the transfer.

8.7 Attended Call Transfer – Supervised
To first inform the third party that a transferred call is coming their way:

• Select an available line. The original call will automatically be put on hold.

• Call the third party.

• After the third party answers, and when you are ready to make the transfer, click on the Transfer button on the dial pad. The line of the original call is now red , while the line of the third party is blue .

• Select the original line (the line that is red). The transfer is made and the lines on your softphone are now free – black .

8.8 Placing a Call on Hold
Click on the Hold button or click the line or click another line. To resume a call that is on hold, click on the Hold button and then click the line.

8.9 AA – Auto Answer
Click on the AA button on the dial pad to automatically answer calls as they come in.

8.10 Flash
The Flash button on SoftPhone works the same way as Flash or Link works on a traditional telephone. Click Flash button on the dial pad.

• If you are on an active call, clicking the Flash button will provide a new line. The active call is put on hold.

• If a call is coming in, clicking the Flash button will pick up the call.

• If a line is on hold, clicking the Flash button will pick up the line.

8.11 Sending to DND and Forwarding Calls

• DND – Do Not Disturb
  Click the DND button on the dial pad. All incoming calls will be given an audible “busy” indication.

• Forwarding Calls
  You can enable or disable forwarding. When forwarding is enabled, every call comes in will be forwarded to another FreeTEL Phone Number. To enable forwarding, click at the top of the phone and choose SIP Account Settings. Click Properties, click the Voicemail tab and complete the Forwarding section.

9. Conference Calls
There are three ways to set up a conference call:

• Manual Setup: AA Off and AC Off

• Automatic Setup: AA Off and AC On

• Conference Server Mode: AA on and AC On

9.1 Manual Setup: AA Off and AC Off
You can host a conference by calling the other parties involved, or by allowing them to arrange the call themselves.

9.1.1 Starting a Conference Call
To host a conference between several callers:

•  With one active call on one of the lines, place the call on hold by either:

  • Selecting another line and dialing a third party, or

  • Clicking an incoming call.

• To conference in all lines, click CONF button . All lines will be part of the conference – both the lines on and the line you are speaking to, if any.

• To suspend the conference, click CONF button again to place the other parties on hold. The other participants cannot speak to one another. You can talk privately to one line by clicking the appropriate line. If another call comes in while the conference is on hold, you can choose to answer this line. If you then click CONF again, all lines including the new line will be added to the conference.

• To restart the conference, click CONF button again.

Note that you can be the host even if you did not initiate the call to the first person. For example, one person can phone you, and then you can place and accept other calls, and establish the conference.

9.1.2 Adding a Party to an Active Conference

• Place the conference on hold by clicking on the CONF button .

• Invite another party to the conference by either:

  • Selecting the line of an incoming call.

  • Selecting an available line to initiate a call to an outside party.

  • Right-clicking a name in the Calls & Contacts tab.

  You can speak to this new party while the conference is on hold.

• To conference in all lines, including the newcomer, click CONF button.

9.1.3 Removing a Party during an Active Conference

• Suspend the conference by clicking CONF button .

• Select the line of the participant who will be leaving the conference.

• Say goodbye to the party then click on the button .

• Click on the CONF button to re-establish the conference.

• A party can also leave a conference on their own by simply hanging up.

9.1.4 Removing all Parties
If the conference call is in progress, not on hold, you can hang up on all parties and end the conference by clicking the button .

9.2 Automatic Setup: AA Off and AC On
You answer calls manually and SoftPhone adds each to the conference automatically

• Click AC On .

• Manually answer the first call. There is no need to put the call on hold.

• When the next call comes in, on another line, answer the call. As soon as you answer the call, a conference will be set up between the three parties.

  • The conference is established even if you had another line on hold.

  • All lines are included in the conference call, including all those that are on hold.

• While the conference is in progress and if another call comes in, as soon as you answer the call, it will automatically be added to the conference. If the conference was on hold, it will be automatically be reestablished with all lines, both those on hold and those that are active.

9.3 Conference Server Mode: AA On and AC On
FTS-S100 SoftPhone acts as a fully-automated conference server

• Click AC On and AA On .

• When the first call comes in, SoftPhone will automatically answer. You can speak to this person.

• As new calls come in, SoftPhone will automatically answer them and add them to the conference call.

• If you put the conference on hold and a new call comes in, it will automatically be added.

9.4 Changing the Mode
While the conference call is in progress, you can change to any of the other modes by enabling the desired combination of AA and AC . FTS-S100 SoftPhone will start handling the conference in the appropriate way.

9.5 Multiple Conference Hosts
An FTS-S100 SoftPhone conference call may include up to seven individuals — the conference host plus a participant on each of the six lines. You can establish multiple conference hosts in order to daisy chain together a conference call with more than seven participants. For example, one person may host six other parties (to occupy all of its available lines) with one of those parties being a conference of their own containing five other parties. This would bring the total number in the aggregate conference call to twelve. In theory, such “daisy chains” would allow for an unlimited number of parties in a conference call. However, in a real scenario, the number of participants is limited by bandwidth constraints at each of the conference host’s computers, causing audio quality to degrade more and more as new participants are added. FTS-S100 SoftPhone will automatically switch to the best codecs available, as required and as participants are added. If the audio on the conference call is of poor quality, then your conference is probably beyond the limits of your very best codec: the conference is too big.

10. Managing Calls and Contacts
To display the SoftPhone Calls & Contacts drawer, click the black button toward the extreme right edge of the SoftPhone application. You can open – display and close – hide this drawer at any time.

10.1 Contacts Tab
The Contacts tab displays your contacts and lets you specify multiple contact methods for them, including:

• FreeTEL Phone Number

• Home Pone Number

• Mobile Phone Number

• Email

You can identify one of these contacts as the primary contact method. You can phone any contact. If the contact has an e-mail address, you can send an e-mail from SoftPhone. Contacts are typically organized into groups. SoftPhone includes three built-in groups: Family, Friends and Work. You can add more groups, as desired.

10.1.1 Changing the Contacts List View

• To display the drawer in a resizable window, detach the Calls & Contacts drawer.

• To show contacts organized into groups, click the Contacts menu and choose Show Categorized.

• To sort contacts, click the Contacts menu and choose the desired sort rule.

10.1.2 Using Contacts

• Call a contact: To use the person’s primary number, double-click or drag the contact to the Call display. To choose the number to use, then right-click and choose Call, then click the desired number.

• E-mail a contact who has an e-mail address: Right-click and choose Send E-mail.

10.1.3 Managing Contacts
Adding, Deleting or Renaming Groups
Click the Contacts menu and choose Manage Groups. The Manage Groups dialog box appears.

• To create a new group, click New Group, type a name, and press Enter.

• To rename, click on the group so that only the text is selected. Type the new text and press Enter.

• To delete a group, select the group and choose Delete Group. The group is deleted. The contacts in that group are moved to No Group.

Adding a Contact
Click the Contacts menu and choose Add Contact. The Contact Properties dialog box appears.

Finding a Contact
If the contacts list is long, use the field to filter the contacts that are displayed. To clear the filter and redisplay all contacts, clear the field.

Changing Contact Information
To change the information for a contact; right-click the contact and choose Edit. The Contact Properties dialog box appears. Some of the changes you can make are:

• Change any contact details.

• Add, delete or change a contact method.

• Change the primary contact method.

• Move a contact to another group by selecting a different group.

• Add an existing contact to more groups by selecting one or more extra groups.

Moving or Deleting a Contact

• To drag a contact to a different group, select it and drag it to the new Group name.

• To delete a contact; right-click the contact and choose Delete. The contact is removed from this group.

Contact Properties Dialog Box

• Enter the desired information on the two tabs.

• When you click OK, the contact is added to the specified group or groups, with the specified primary contact method displayed in the list.
  
  
  
   

  Field	Description
  Name	Complete as desired.
  Display as	Required. This is the name that will appear in the Call display and the Call Alert when this person phones you.
  Group(s)	Either: Choose one group. Click Select More and select several groups. The new contact will be added to each group. Create a new group by clearing the field and typing in a new name. The new contact will be added to this new group. Clear the displayed group in order to add the contact to No Group
  Contact Methods	Enter as many contact methods as you want. If necessary, change the primary Contact Method.
  Details tab	Complete as desired.

Importing Contacts
You can import a contacts list from:

• A comma-separated file. Use this method to import from a Microsoft® Excel® file. You will first have to set up the file:

• A Microsoft® Outlook® or Microsoft® Exchange contacts list (a *.pst file)

• A vCard file (*.vcf file). A vCard is an electronic business card that is often attached to an email.

The new contacts will be added to the existing contacts.

• Click the Contacts menu and choose Import. The Import Contacts wizard starts.

• As soon as you click Finish on the wizard, the Contacts tab in SoftPhone is updated to show the imported entries.

Setting up an Excel File for Import

• Remove any introductory text or headings from the top of the file. (You can keep text at the end of the file; it will be ignored during the import.)

• Insert a blank row as the first row, and then insert the headings that SoftPhone will use to interpret the meaning of each column. The columns can be in any order. The most popular headings are:

  • display-name

  • entry_id

  • given_name

  • surname

  • postal_address.

  • Save the file as *.csv.

Exporting Contacts
You can export a contacts list to a comma-separated file, a pst file or a vcf file.

• Click the Contacts menu and choose Export. The Export Contacts wizard starts.

• When you click Next, the export starts. The result is:

  • For an Outlook export, the existing .pst file is updated to include the entries from the SoftPhone contacts list. If Outlook is open, the entries immediately appear in the Contacts list. All information in the SoftPhone contacts list is exported to Microsoft Outlook. Only information that can be displayed in Outlook actually appears in the Outlook Contacts window. Typically this means that all FreeTEL Phone Number are exported and stored in custom fields but not displayed in Outlook.

  • For other formats, a new file of the specified type is created.

10.2 Calls Tab
There are three lists that show calls you have made, received and missed:

• Missed Calls: incoming calls that you missed.

• Received Calls: incoming calls both answered and missed.

• Dialed Calls: outgoing calls, both answered, unanswered and hung up.

• Blocked: an incoming call will be blocked or rejected if it is from a person you have banned or if it is does not match the security option you have specified.
  
  

10.2.1 Managing the Lists of Calls
You can open and close each list to show or hide its contents. You can select a list and click Calls in order to delete all entries from the list.
 

Icon	Description
	This group is currently empty.
	There are entries in this group.
	There are calls in this group, and at least one is an unanswered call.
	This group is currently expanded to show the contents.
	This group is currently expanded to show the contents. At least one call is an unanswered call.
	This call was answered.
	This call was missed (unanswered).

You can right-click on an entry in the Received or Dialed list to:

• Ban this person. This person will not be able to send you phone calls. You can change these privacy rules at any time

• Delete the call.

• Add to contacts. The Add Contact dialog box appears. Complete the dialog box and press OK.

10.2.2 Phoning from a List
You can right-click on an entry in the Received or Dialed list to:

• Phone this person.

• Phone this person and add them to a conference call that is in progress.

11. General and Advanced Options
Settings are applied to all accounts. DO NOT ADJUST these options unless instructed by a FreeTEL System Technical Specialist:
 

General	Advanced
Application	Audio Codecs
Alerts and Sounds	Network
Status	Quality of Service
Devices

12. SIP Account Settings
We do not recommend that you modify the SIP Account Settings of the FTS-S100 SoftPhone without consulting a FreeTEL System Representative, because reconfiguration fees will apply for any reconfiguration FTS-S100 SoftPhone.