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Windows – Using Your Softphone

Overview of the desktop client

The desktop client is a software application that allows softphone users to make, receive and manage calls.

In addition, the desktop client offers a range of additional functions. These include:

  • Call history.
  • Directory and contacts.
  • Voicemail (voicemails displayed in a list with caller details where known).
  • Teleconferencing.
  • Chat.
  • Preferred devices.
  • Web conferences.
  • Preferred devices.

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Desktop client versus the web portal

The desktop client and the web portal are very similar in appearance and functionality. Both allow access to the further functions of Chorus as listed above. The key difference is that the desktop client can make and receive calls (using a headset/speaker) and the web portal cannot. Please see instructions on configuring audio

Softphone users therefore use the desktop client, whereas desk phone users access the additional Chorus functions through the web portal (see

All the fuctionality is contained in the desktop client, so there is no need to use both.

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Installing and launching the desktop client

  • If you're on CONNECT, please follow the instructions for installing on CONNECT
  • If software on your computer is usually installed by IT staff, please contact them to get the client installed. 
  • If you manage your computer yourself, click here for instructions and downloads.
  • Start the client by clicking on the Windows start button and choose ‘OpenScape desktop Client’ from the programmes menu.

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Navigating the desktop client

Desktop client window

  1. Soft phone controls (see Softphone Controls later on this page).
  2. Call history tab (see Call history guidance page).
  3. Voicemail tab (see Voicemail via web portal guidance page).
  4. Conferencing tab (see Teleconferencing guidance page).
  5. Tab area – displays the contents of the selected tab.
  6. Action bar.
  7. Contacts pane / directory (see Contacts and directory guidance page).
  8. This button minimises / maximises the contacts pane.
  9. Search / dial box.

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Softphone call controls

The call controls are at the bottom of the screen.

These may vary slightly depending on individual set up and settings, e.g. whether you have a USB camera connected. Below is an example of the soft phone call controls:

openscape desktop client action icons

openscape desktop client mute icon Mute microphone on/off.

openscape desktop client volume down icon Adjusts microphone, ringtone and speaker volumes.

openscape desktop client  keypad icon During an active call you can use the keypad to use in-call tone dialling. For example: dialling menu options through an automated service.

openscape desktop client video call icon Switch video call on/off. *Users need to have video calling switched on prior to making a video call.

openscape desktop client videocam preview on/off icon Switch video camera preview on/off.    

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Setting the correct date format

In the top right click your name then settings from the drop down.

Under language select English (UK)

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Setting the softphone as a preferred device

1. Ensure your USB Headset/Handset is plugged in.

2. Click on the device icon at the top of the window:

openscape desktop client device icon

3. From the list of displayed devices, choose the softphone. This may appear as ‘softphone’ or as your normal telephone number with an additional ‘1’ at the end (for example: ‘4418651234561’).

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Making a call with the softphone

To make a call with the softphone:

1. Enter the telephone number or extension number into the search / dial box.

Tip: there is no need to enter ‘9’ for an outside line.

dialled number

2. Click on the call button that appears to the right of the box.

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Answering a call with the softphone

To answer a call with the softphone:

1. Your action bar will change to show the following buttons:

openscape desktop client place call icon

2. Click on the green phone icon as circled above.

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Ending a call with the softphone

1. Click on the red phone icon:

openscape desktop client end call icon

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Putting a call on hold with the softphone

1. Click the Pause icon that appears in the middle of the action bar.

openscape desktop client pause icon

2. Click the Play icon that appears in the middle of the action bar to retrieve a call.

openscape desktop client play icon

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Transferring a call to another number with the softphone

To transfer a call:

1. Click on the openscape desktop client transfer icon button on the right-hand side of the action bar.

openscape desktop client transfer icon

In the resulting drop down box, click in the ‘Type in a contact or number’.

openscape desktop client type in contact number dialogue

3. From the resulting Transfer window, either:

a. Click the Transfer button against the required contact.

openscape desktop client transfer icon alternative

b. Enter a telephone number or extension in the text box and click the transfer button next to it.

openscape desktop client transfer icon in action

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Sending a call to voicemail while ringing

While the call is ringing, click the red phone icon:

The call will be sent to voicemail. 

openscape desktop client  transfer to voicemail

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Transferring the call to another device

If you have multiple devices set up, you can transfer a call between them. This is useful if you have, for example, taken a call on your desk phone and need to leave your desk – you can transfer the call to your mobile phone if it is a device in your device list.

1. Whilst on the call, click the openscape desktop client transfer between devices button.

2. Select the device from the list.

openscape desktop client select alternative device

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Written by IT Services. Latest revision 6 May 2020