The OnSIP App Help: FAQ

How do I get the OnSIP app?

The OnSIP app is available for free to all OnSIP hosted PBX customers.


What browsers are supported?

Currently supported browsers include the latest versions of Google Chrome, Firefox, and Opera.


What devices are supported?

For optimum performance, we recommend using Google Chrome on a PC or Mac computer.

Our OnSIP app can be used with all features, including phone, on Android devices including Chromebook.

The app can not be used as a phone on mobile iOS devices, but all of the other features, including viewing and managing voicemail, are available in Chrome.

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

You will need:

(1) The latest versions of Chrome, Firefox, or Opera. These are the only browsers today that support this technology.

(2) Working speakers and microphones. You will be asked to make these accessible to your browser. In Chrome, you will see a bar that has an "Allow" button; in Firefox, a pop-up to "Share your devices".

(3) 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. In short, we recommend business-grade Internet connectivity to use InstaCall, the OnSIP app, and the "Your Professional Call Link." We do not recommend utilizing mobile 3G networks; however, 4G may suffice. A common example: If you are experiencing call quality issues with a web call where your caller/callee is on their home Internet network, it is likely that InstaCall requires more bandwidth than their home Internet connection provides.


Can I create a 3-way Conference Call using the OnSIP App?

Currently this feature is only available using Firefox as the browser.


How do I log in?

Log in with your SIP address and web password. If you do not know your web password, you can reset it using the "forgot password" link on Password reset instructions will be emailed to the email address associated with your SIP address. If you do not know your SIP address, please ask the administrator of your OnSIP hosted PBX account.


What is the "Your Professional Call Link?"

The "Your Professional Call Link" is a URL that you can send to anyone to invite them to call you on the OnSIP app. People you send the link to will be asked to enter in their names so you can identify them as they call in. Note that the person calling you will be subject to the same InstaCall browser, hardware, and internet connection requirements for a successful call!


Can I make an outbound call with the OnSIP app?

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


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

Please see this page for instructions.


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 InstaCall) doesn't suffice to support web calling in the browser. We recommend business-grade Internet connectivity to utilize InstaCall.


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, echos within your device can ensue, along with suboptimal audio from your external speakers.

The audio settings for using a headset with a browser on a Mac are adjusted through the Sound System Preferences. Set the 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.

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 on 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 better continued performance. Wireless and bluetooth will work, but may suffer from battery life and quality of 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 numpad for tones.


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