Phone Manager Softphone

Modified on Thu, 19 Mar 2020 at 11:41 AM


Phone Manager Desktop and Phone Manager Mobile both have Softphone capabilities that allow them to become an endpoint off the telephone system. They connect to the telephone system as a SIP extension. Both products use OAI features to add additional capabilities on top of the SIP features.


The following requirements apply to any use of the Phone Manager Softphone:

  • MiVoice Office 250 6.1 or higher
  • For Mitel Phone Manager Mobile only: One Mobile license for each session
  • Cat F licenses for each SIP extension on the telephone system Phone Manager will be connecting to
  • Phone Manager Softphone Licenses for each Phone Manager Softphone that will be used


MiVoice Office 250 Configuration

A SIP extension must be configured on the telephone system for each Phone Manager Softphone that will be connecting. Against each SIP extension's Phone Group configure the following settings (replace the examples in brackets with your own configuration):

  • Maximum Number of Calls = 4
  • Enable in-bound authentication = Yes
  • Configure in-bound authentication username (e.g. 1880)
  • Configure in-bound authentication password (e.g. m1t3l!)
  • DTMF Payload = 101
  • Camp-Ons Allowed = No
  • Supports Ad Hoc Conferencing
  • Use Registered Username (only required when connecting through an MBG)
  • NAT Address Type = Native (when connecting through an MBG)

Repeat this process for each SIP extension required.

In addition, the following changes need to be made to the SIP extension's Call Configuration:

  • Audio Frame/IP Packet = 2
  • DTMF Encoding = RFC 2833 DTMF
  • Speech Encoding G.711* or G.729** (G.729 for Phone Manager Desktop only, not Phone Manager Mobile)

* On some sites a delay in answering calls has been noticed when using a-law. If you are experiencing this, switch to use mu-law.

** Using G.729 can affect the performance of the telephone system.

    It is important to set authentication against each SIP extension and ensure the password is complex. 

For example, Mitel*Server1!. If connecting externally through and MBG, a complex password is a requirement.


If a user is using a softphone on both Phone Manager Desktop & Phone Manager Mobile it is important to set them up two SIP Endpoints on the phone system 

Mitel Communication Service Configuration

The MCS needs to be told about each SIP endpoint's authentication details and what IP address the Phone Manager Softphone should be connecting to. This information is programmed on the MCS so that a minimum amount of work is required by the user when configuring Phone Manager.


SIP Device Authentication

Through it's OAI connection MCS will already know about any SIP extensions that have been created on the telephone system. Each SIP extension must have it's authentication details entered into MCS.

  • On the MCS website, browse to "Configuration -> Site Settings -> Phone Systems -> <PBX NAME>".
  • Locate the SIP extension to update and press Edit.

In the edit form that loads configure the Authorisation name and password for the SIP extension and press Confirm. Repeat this process for each SIP extension on the telephone system.

For more information click here.

    Authorisation username and passwords are stored encrypted in the MCS database so that they can only be accessed by Phone Manager. 


Node IP Addressing

When registering as a Softphone, Phone Manager needs to know the IP Address of the telephone system the SIP extension is on. This can be different from the OAI IP address the MCS already knows about in the following scenarios:

  • OAI is being provided by a CT Gateway
  • The telephone system has a PS1 installed with alternate IP addresses for OAI / SIP

For Phone Manager clients to register SIP softphones the following configuration must be completed:

  • On the MCS website, browse to "Configuration -> Site Settings -> Phone Systems -> <PBX NAME>"
  • Locate the Nodes section at the bottom of the screen
  • Edit each node and put in the Local & Remote IP address and port numbers for SIP (For remote, the IP address / Port will be those of the Router or MBG).

MCS now knows the authorisation details for the SIP extensions and the IP address / Port numbers it needs to connect to when registering the Softphone. It will pass this information to Phone Manager Desktop / Mobile when they are connecting as a Softphone.

For more information click here.


Phone Manager Desktop with Softphone

When Phone Manager Desktop connects as a softphone, the SIP traffic goes directly between the Phone Manager Client and the node on which the SIP extension is configured.


For information on connecting Phone Manager Desktop from outside the LAN, refer to the appropriate guide:

Phone Manager Mobile with Softphone

When using the Softphone features of Phone Manager Mobile the Mitel Communication Service acts as a proxy. The MCS SIP Proxy service manages all SIP extension registration and traffic on the behalf of the Phone Manager Mobile Softphone so that all SIP traffic is kept on the internal network and does not have to be exposed externally.

    If the MCS SIP Proxy is restarted all the Phone Manager Mobile clients with a softphone need to reconnect the app to receive call notifications as they will no longer be registered. The easiest way to do this is by restarting the app on the mobile. 

All audio connections for the Phone Manager Mobile Softphone are to the MCS SIP Proxy:

The MCS SIP Proxy requires G.711 to be configured against the SIP Endpoint on the telephone system as the audio encoding for making calls.

For information on connecting Phone Manager Mobile from outside the LAN, refer to the appropriate guide:

    The SIP Proxy service must be on the same network as the PBX with no NAT in between the two. 

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