Implementing APP to existing web based installation

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This is a newbe question. (most likely cockpit error)
Our current config is web based with extensions forwarding to cell phones.
My intent is to run the app off a Win 10 machine with Plantronics USB Audio 610 headsets.
The app dials correctly but the call goes to the cell assigned to the particular extension where when answered you are prompted to press 1 to connect call. As the call connects, there is no audio thru the app, and all call functionality is thru the cell.
Again, being new to this, I may be causing my own grief somehow; is it possible this is happening because I have the web app running at the same time as the app in Win 10 and the app on the phone ?
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Posted 3 years ago

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Nathan Malone, U.S. Tier 3 Support

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Hello Pete,

There are two possible things that could be causing this issue. There is a setting on the Desktop app on your computer to do a Direct Dial call or to do a Ring Out. A Ring Out will send the call from the softphone on the computer to a cell phone or whatever number you have entered. That is what is happening.

Now you can change this by logging into the softphone on the computer, selecting the Settings Gear at the bottom of the softphone, select Calls, select outgoing, and then set the calls as Direct calls.

If you don't see the Direct option that means one of 2 things, either the phone number and password has logged into another softphone somewhere and is assigned to that PC. You would need to deauthorize the User from the other computer then log out and back in. The other problem could be that the User does not have a digital line. If the User does not have a full digital line that is being paid for on the Users extension then the softphone will not be allowed to make direct calls. It can only do Ring Out.

Thank you,
Nate Malone

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