OnSIP for Desktop & Web: FAQ – OnSIP Support

How do I get the OnSIP app?

The OnSIP app is available for free to all OnSIP users. Log in at app.onsip.com or download the desktop app for Mac, Windows or Linux.

What browsers are supported for the web app?

Currently, supported browsers include Google Chrome, Firefox, and Opera. We recommend using Chrome for optimal performance.

What operating systems are supported for the desktop app?

Currently supported operating systems include Mac, Windows, and Linux.

What do I need to make/receive a successful call?

First, log into app.onsip.com on Chrome, Firefox, or Opera, or open the desktop app.

If you are using the web app, you will need to make your computer speaker and microphone accessible to your browser.

Chrome
On the first inbound or outbound call, the user will be asked to allow Chrome to share his/her camera and/or microphone with the OnSIP app. The user will also receive a prompt that will appear as an orange band in the top of the browser window. Calls will not work if the user declines to hit the ‘Allow’ button.
Firefox
On inbound or outbound calls, the user will be asked to share his/her camera and/or microphone settings with the OnSIP app. The user will also receive a prompt that will appear as an orange band in the top of the browser window. Calls will not work if the user does not share his/her media settings. Unlike Chrome users, Firefox users will need to share their media settings on each call.
Mac
If you are using the desktop app for Mac, at the time you start the call, your system’s Default Device for audio input and output will be used.
Windows
If you are using the desktop app for Windows, at the time you start the call, your system’s Default Device for audio input and output will be used, not your Default Communications Device.

Finally, for optimal call quality, you will need sufficient internet bandwidth. The OnSIP app is a real-time communications app over the internet and is subject to the same limitations associated with VoIP calling. We recommend provisioning at least 100 kbps of bandwidth per simultaneous audio call on your network. Video calling can require 3 - 20x more.

Can I create a 3-way call using the OnSIP app?

Currently, this feature is only available on the web app in a Firefox browser.

How do I log into the OnSIP app?

Log in with your SIP address and password. If you do not know your password, you can reset it by clicking on the "forgot password?" link on the login page. Password reset instructions will be emailed to the email address associated with your SIP address. The reset link is valid for 24 hours. If you do not know your SIP address, please ask the administrator of your OnSIP hosted PBX account.

For more info, click here.

What is "Your Professional Call Link?"

"Your Professional Call Link" is a unique URL that you can send to anyone to invite them to voice or video call you from a supported web browser. The recipient of the link will be asked to provide his or her name so you can identify the caller as the call comes in.

How Do I Refresh Desktop App?

The desktop app refreshes automatically at certain intervals, but if you wish to manually refresh, you can use the following shortcuts:

Cmd+R on Mac
Ctrl+R on Windows

Can I make an outbound call with the OnSIP app?

Yes, as long as your OnSIP account is funded, you can make calls to the public telephone network. Calls to internal extensions and other SIP addresses are free.

Can I turn off Call Waiting (the beeping I hear in my ear during a call)?

We're sorry but no. Call waiting cannot be disabled with the OnSIP app.

What is the difference between Global Availability, APP calling, and Do Not Disturb?

Global Availability is a feature available only within the OnSIP app and allows you to place all registered devices either Away (will not ring any device) or Available status. You are able to control this feature through your mobile, desktop or web application.

Do Not Disturb (DND), found under General Settings >Call Preference section in Desktop or Web applications or under Settings in the Mobile application, allows you to set just that specific OnSIP application on DND. It will not affect any other application or registered device you have for your User (i.e. Polycom phone will still ring even if you have DND set in OnSIP Desktop app).

Image: Web or Desktop

Image: Mobile (iphone in this view)

APP calling, this feature is only for the OnSIP Desktop or Web applications. When disabled, the Web nor Desktop app will ring/accept inbound calls, but you can make outbound calls. The calls placed will ring on your other registered devices (i.e. Polycom or Mobile app will ring). The ideal scenario for this feature is when you want to view presence, review ACD Queues or only make outbound calls and don't want your computer/desktop to ring in conjunction with your desktop phone. Great for receptionists and/or supervisors. NOTE: this feature does not require you to use Chrome Call Assistant; it's not click to call, though it does function similarly.

How do I set up and view custom information about callers?

Please see this page for instructions.

How do I set up voicemail notifications in the OnSIP app?

Please see #9 in Voicemail Quick Guide

Logged Into OnSIP App (Desktop or Web), but I don't Hear Ringing

First, refresh the app and ensure you are set to "Available" by clicking your profile picture in the top right. If you are set to "Away", this will prevent incoming calls from ringing.

If you are set to "Available" and still don't hear ringing, check your General Settings in the same dropdown. Under "App Controls", you'll want to ensure "App Calling" is on and "App Volume" is loud enough to hear. At this point, check your computer audio as well.

If you are still experiencing issues, please reach out to our Customer Success team.

My video / audio is laggy / robotic. What can I do?

You may have too many applications and/or resource-intensive browser windows open. Exiting out of them can drastically improve the OnSIP app's performance. Another possibility is that your internet bandwidth (or your caller/callee's internet connection if they are calling via a web browser) isn’t sufficient to support web calling. We recommend business-grade internet connectivity for optimal call quality. Try our free VoIP test to diagnose your network call quality.

Can I use a headset with the OnSIP app?

Yes, in fact, it's highly recommended that you do use a headset for the best experience. Otherwise, echoes within your device can ensue, along with suboptimal audio from your external speakers.

The audio settings for using a headset on a Mac computer can be adjusted in System Preferences, under the Sound settings. Set your headset as the default device by highlighting it in the list for both input and output. The device must be plugged in for this to be visible.

The audio settings for using a headset on a Windows computer can be adjusted in the Control Panel under Sounds and Audio Devices / Hardware and Sound / Sound (name may vary). Select your headset as the Default Device.

**Please note that the OnSIP app will use your system’s Default Device for audio input and output, not your Default Communications Device.**

Here are a few important notes regarding headset recommendations:

Be careful of disconnecting (or loosening the connection) of your headset while you are on a call. The browser may become confused about where to send/receive audio to you. If this occurs, you may hear one-way audio or no audio at all. To rectify should this occur, check your Sound preferences, restart your browser, and log into the application.
Over-ear headset with a microphone will provide the best experience; earbuds with hanging mic are not recommended.
Select a headset that can keep the inbound and outbound audio separate.
USB headsets will give a better-continued performance. Wireless and Bluetooth will work but may suffer from battery life and the quality of the connection.
Adjust volume settings (system and/or on the OnSIP app) low, then adjust upward until you are comfortable. A good way to test the comfort level is to use the number pad for tones.

Updated October 15, 2019