Set Up a Softphone / VoIP App (Computer or Mobile)

Category: VoIP & Phones · Audience: Customers & Technicians · Est. time: 10–20 min

Summary

A softphone lets you make and take your work calls from a computer or smartphone app — ideal for remote work or hot‑desking. Setup uses credentials/QR provisioning from BBN or your phone provider.

ℹ️ You need the app and your account/provisioning details (username, password/QR, server) from BBN. Ask if you don't have them.

Install and sign in

1. Install the softphone app your business uses (e.g. the provider's app, Zoiper, Bria, 3CX, Teams Phone, etc.) on the computer and/or phone.
2. Sign in / provision:

• Many providers give a QR code or welcome email — scan/click to auto‑configure.
• Or enter the username, password, and SIP server/domain manually.

1. Grant the app microphone (and camera, if used) permission when prompted — on Windows: Settings → Privacy → Microphone; on macOS/iOS/Android in the OS privacy settings.
2. The app shows Registered/Online when ready. Make a test call.

Audio device (computer)

• In the app's Settings → Audio/Devices, pick your headset for speaker and microphone, and run any test. Wrong device = "can't hear / not heard."

Everyday use tips

• Use a wired or good Bluetooth headset for call quality.
• On mobile, allow the app to run in the background / send notifications so you don't miss calls.
• Toggle Do Not Disturb in the app when you don't want work calls.

If it won't register / no audio

1. Check internet — softphones need a stable connection (Wi‑Fi/data). See *Poor Call Quality* if calls connect but sound bad.
2. Wrong credentials / expired password — reprovision or update.
3. Firewall/VPN can block SIP — if it works off the office network but not on it (or vice‑versa), tell BBN.
4. Mic not working — check OS permissions and the selected audio device.

If that doesn't work

• Escalate to BBN Support with the app name, whether it shows Registered, and whether it's a registration or audio problem.

Prevention

• Keep the app updated and signed in; use a dedicated headset; allow background running on mobile.