FAQ - Softphone - Download & Setup

What is the current version of OneSuite Softphone?

The current version is OneSuitePhone 1.0.1 for the Windows version and the Mac version. You should see “OneSuitePhone” underneath the desktop icon, or the program directory.

How do I update my OneSuite Softphone to the latest version?

Please uninstall your current “OneSuite” from your program, then download and install the latest version of “OneSuitePhone” from our Download Center in your OneSuite Acccount.

How do I uninstall “OneSuite” softphone?

Windows/PC users, please follow these simple steps:

  1. Open Programs and Features by clicking the “Start” button , clicking “Control Panel”, clicking “Add or Remove Programs” or “Programs” then “Programs and Features”.
  2. Select a “OneSuite”, and then click Uninstall.

Mac users, simply go to your Applications folder and drag the OneSuitePhone application to trash.

How do I download the OneSuite SoftPhone and set it up on my Windows PC?

Make sure to exit any software applications that use sound, such as CD and media players and that your microphone and speakers are on. For better voice quality, it is recommended that you use a headset, to prevent the sounds feeding back to the microphone, causing echoes. The microphone can be a built-in on the PC or an external one.

  • Download the OneSuitePhone installer by logging onto your web account and going to the Download Center.
  • Click on ‘Download’ and run the installer. Most users can simply click on "Next", select the "I accept the license agreement" option, and keep clicking "Next" until "Finish." Then click "Finish."
  • When installation is finished, open your Start menu and click All Programs > OneSuite > OneSuitePhone. This will start the OneSuitePhone software.
  • An “Authentication Required” window will pop up when you successfully launch the OneSuitePhone.
  • You will need to enter your VoIP/softphone Account ID and password into the Authendication window.
  • You can retrieve your softphone password by clicking on “Retrieve your password here” in Download Center. Then you will be lead to your softphone password. Please be sure to enter the VoIP/softphone password exactly as they appear on the page.
  • When you have completed this, click "Ok." Your OneSuitePhone is now ready for use.

For step-by-step screenshot instructions, please click here.

How do I download the OneSuite SoftPhone and set it up on my Mac computer?

Make sure to exit any software applications that use sound, such as CD and media players and that your microphone and speakers are on. For better voice quality, it is recommended that you use a headset, to prevent the sounds feeding back to the microphone, causing echoes. The microphone can be a built-in on the Mac or an external one.

  • Download the OneSuitePhone installer by logging onto your web account and going to the Download Center.
  • Click on ‘Download’ and download the installation file to your Mac. Run the installation file by double clicking on OneSuitePhone.app.zip file. A OneSuitePhone icon will then be created.
  • Drag the application icon into Applications folder to install.
  • Double click the application icon to launch OneSuitePhone
  • You will need to enter your VoIP/softphone Account ID and password into the Authendication window.
  • You can retrieve your softphone password by clicking on “Retrieve your password here” in Download Center. Then you will be lead to your softphone password. Please be sure to enter the VoIP/softphone password exactly as they appear on the page.
  • When you have completed this, click "Ok." Your OneSuitePhone is now ready for use.

For step-by-step screenshot instructions, please click here.

My OneSuitePhone dispalys registered, but calls go to my voicemail, why?

Please note that incoming calls will only ring to the last registered device, so double check if you are registered at the OneSuite App, ATA or IP Phone at the same time. If so, re-register OneSuitePhone and try again.

Otherwise, your registration might have been lost due to computer timeout or disconnection from the Internet. You may follow these steps to modify the registration duration:

  1. Go to "Options" in the top menu and click "Preferences".
  2. In the "Settings" window, go to "Manage SIP Accounts", select your current registered account and click "Edit".
  3. You may change the Registration Duration to a smaller amount, for the softphone to respond to OneSuite server more often; or change it to a larger amount, for the softphone to respond less often.
How do I exit OneSuitePhone?

You may go to "Options" in the top menu and click "Quit" to exit OneSuitePhone.

What’s the difference between the History in the OneSuitePhone and the Call History in my web account?

The History in the OneSuitePhone is stored locally in your computer. In most cases, they should match the Call History in your web account. The call logs in your SoftPhone and the call history in your web account might have a few seconds difference and that’s because the OneSuitePhone History is kept by your computer and call history log in your web account is kept in our system.

What operating system will OneSuite Softphone work on?
  • OneSuitePhone works on Windows XP, Windows Vista, Windows 7, Mac OS X 64 bit
Can I use open source softphones with OneSuite Broadband Access or SuiteAdvantage?

Yes, OneSuite VoIP is compatible with most open source softphones in the market. In fact, we have reviewed a few popular models on our blog. However, due to the mass varieties, it will be difficult for our Customer Service to provide support on these softphones. But you could post a request on our blog, our bloggers will try their best to get back to you!

How do I re-login to my OneSuitePhone after I have changed my VoIP/softphone password?

After changing your password, launch your OneSuite Phone. An “Authentication Required” window will pop up, requiring you to update your password.

If not, please go to Options > Preferences > Manage SIP Accounts. Click on "Erase all passwords" and click "Done" to close the window. An “Authentication Required” window will then pop up, requiring you to update your password.

Enter your new password, and click “Save” to close the window. Now that the new password is in place, you should be able to use your OneSuitePhone now.