Softphone

What is a Softphone?

A softphone is a computer application that allows users to make telephone calls directly from their computer. A softphone is most often used in conjunction with Voice over Internet Protocol (VoIP). The softphone is part of a category of technology known as computer telephony integration (CTI). With a softphone, calls can be made from the PC to a phone line, from a phone to the PC, or between softphone-enabled computers.

Softphone software

The software for a softphone usually mimics the appearance of a real handset and can take the form of either a standalone program with its own window, or an embedded program in a Web application or other PC programs. Commands can be entered through either the keyboard or the onscreen interface. Conversations are conducted on a headset with a built-in microphone, with a microphone and the computer’s speakers. The computer’s sound card is used to provide audio input and output for the softphone.

Functionality and Features

The typical softphone has all the functionality and features of a conventional telephone, including speed dialing, teleconferencing, call forwarding, and call waiting. Many companies have softphone programs available to download, but the software alone does not enable users to make calls. A softphone must be used in conjunction with a premise-based VoIP telephone system or with a VoIP services provider. The right type of softphone depends on a user’s needs and the specific functionality provided by each brand of softphone -- for example, whether the softphone will be used for business or personal calls.

Applications of a softphone

The softphone is most popular in business applications. It is well suited for users who want the ability to carry their office phone along on a laptop, such as those who frequently use the computer and phone simultaneously and who may be required to travel. Examples include employees of a call center that takes sales or technical support calls. For these users, customer information for example can be set to display automatically in the softphone window when the phone rings utilizing the computer telephony integration (CTI) features of the softphone client. The features and functionality of each softphone and the level of CTI integration will vary from one softphone provider to another.