How to select a softphone in Acarda Outbound as the dialing device

Softphones are a good way to dial out with Acarda Outbound. To use a softphone you need to arrange a VoIP/SIP Service to work with them. In this blog I will cover how to select x-lite and Zoiper softphones as the dialing device but you may want to check out other softphones. The main requirement is that the softphone must support command line parameters.

We have customers using the Zoiper softphone with Acarda Outbound and the feedback is that it works really well. There is a free community edition and a paid Biz edition. The free edition is fine to start with however it only supports the dial out command so Acarda Outbound can’t hang up the call for you, you do that yourself. You can download it via http://www.zoiper.com/en/voip-softphone/download/zoiper3 For call recording, playing pre-recorded messages, and command line parameters support for both dialing out and hang up you need Zoiper 3 Biz edition, which you buy via http://www.zoiper.com/en/shop/buy/zoiper3

X-Lite from CounterPath. X-Lite is free but with x-lite it only supports dial out so you need the x-lite phone on the screen so you can end the call. You need version 3, as it supports command line parameters for dialling. You can download it via the following link: http://www.acarda.com/downloads/X-Lite3_29712.exe. You can test dial it from the command line (Run) by entering the following: C:\Program Files\CounterPath\X-Lite\X-Lite.exe” -dial=

These instructions are for both the Team and Solo Editions. For Acarda Outbound Team, in Acarda Outbound Agent click on the Tools menu up the top right side of the screen. In Acarda Outbound Solo, click on the Agent View tab and in the top right corner you will see a menu Tools. Under Tools select the Dialing Device sub-menu.

With Zoiper 3 Biz you can simply select Zoiper Biz from the Dialing Device menu in Acarda Outbound. Ensure you have first closed out of Zoiper. Once selected click on the Test Connection button to confirm it is the correct version then click Save.

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If you have Zoiper Free or an earlier version of Zoiper Biz then take the following steps:

1. In the Dialing Device menu select “Softphone Application”.

2. In the “Softphone Application File Path” box, select the Zoiper.exe filename. This is the application filename and path e.g. for Zoiper this might be “C:\Program Files\Zoiper \Zoiper.exe”.

3. Enter in the Dial box: dial_string=”[ph]”.

4. Ensure that the rest of the boxes have nothing in them unless you are using an older version of Zoiper Biz in which case you could also enter “hang” in the Hang Up box.

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For x-Lite take the following steps:

1. In the Dialing Device menu select “Softphone Application”.

2. In the “Softphone Application File Path” box, select the x-Lite.exe (or whatever your softphone is) filename. This is the application filename and path e.g. for x-Lite it may be “C:\Program Files\Counter-path Software\X-Lite\xlite.exe”.

3. Enter in the Dial box: -dial=

4. Ensure that the rest of the boxes have nothing in them.

To dial, you use the Acarda Outbound Dial button as per usual; but to hang up with the Zoiper Free edition or x-Lite, you switch to the softphone and press the hang up in it. People using the Acarda Outbound with Zoiper free or x-Lite usually have both the Acarda Outbound and the softphone displayed on their screen, simultaneously side-by-side.

One last setting, go to Acarda Outbound Solo Administrator tab, under Setup, then Settings. In the Team edition, open Acarda Outbound Manger and then under Setup, then Settings. Here in the Call Automation group (under Agent Settings), ensure that the “Auto hang up after dialling” is unchecked.

I know this all sounds complicated however once you have a softphone working feel free to contact us and we can help you get Acarda Outbound to work with your softphone and take care of these settings for you.

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