The OnSIP app is an on-the-go business phone and complete desk phone replacement. With just your laptop, you can make instant HD voice and video calls to your coworkers and other contacts. The app is also a great collaboration tool for your team, offering real-time contact availability, instant messaging, video conferencing, voicemail management, call history, and more. The OnSIP app is free to use for all OnSIP customers.
The OnSIP app is available in Chrome, Firefox, or Opera browsers at app.onsip.com (enabled by WebRTC technology), or as a desktop application for Mac, Windows, and Linux computers. For detailed instructions on how to download and install the desktop application, please visit these articles:
If you are using the web app, we recommend using Google Chrome for optimal call quality. You will need to allow your browser to access your microphone and speakers for audio and video.
OnSIP users can log into the app with their SIP addresses and passwords.
If you don’t remember your SIP address or password, click on the “forgot SIP address?” link or the “forgot password?” link and follow the instructions to retrieve your SIP address or reset your password.
You can also log into the OnSIP app using your Google or Slack sign-in. The Google and Slack sign-in uses the email address in the OnSIP user, then goes to either Google or Slack and looks for that address to authenticate against; they have to match to work. OnSIP has no input into the exchange until the match occurs.
After you have successfully logged into the OnSIP app for the first time, you will be greeted by an Acknowledgement screen for E911. Once you 'Accept', the next screen wants you to set your E-911 Location. If there are multiple locations, pick the one that is specific to you. If you are working from a location that is not listed, please contact your account admin to add your location to the list. You can select the updated E-911 location once it's been added to your OnSIP account.
Upon login, a user’s presence state is 'Available' by default, indicated by the green circle over the user's Profile Picture in the upper right corner. Users can set their status to 'Do Not Disturb (DnD)' by clicking on their Profile Picture, and then clicking on the radio button next to ‘Away.’ The circle above the user's avatar will change to orange. If you have multiple registered devices (phones), this setting will only enable DnD for the OnSIP app; no other registered device will be affected.
To disable Do Not Disturb, simply click on the Profile Picture again and then click on the radio button next to ‘Available.’ The circle above the avatar image will change to green.
If you are logged in, your OnSIP app is not on 'Do Not Disturb' and all your Contacts are grayed out, make sure 'App Calling' is ON in App Settings (found by clicking on your Profile Picture in the upper right corner, and then clicking on the App Settings link).
To add contacts to your Contacts list, click on 'Add’ next to ‘Contacts.’ In the Directory box, you will see a list of all users in your OnSIP organization. Select the users you wish to add to your Contacts list and click on the 'Add Contacts' button at the bottom of the list. Those users will then be added to your list in alphabetical order.
You have the option to add 'Custom Contacts' as well. These are contacts outside of your organization. Simply type in their name and the 11-digit phone number or SIP address in the corresponding fields. Select the 'Create Contact' button to add your custom contact(s) to your list.
Selecting a contact's name on the list will bring up more information on that contact, including his/her name, phone number, SIP address, status, and internal extension. You can also click on the phone icon button to start a call with the contact, or the video camera button to start a video call with that contact. To make a video call, both the caller and the callee need to be using video-capable phones or softphones.
To remove a contact from your list, click on the contact’s name in the Contacts list and click on the 'X' button that appears to the right of their name. You can also click on the 'Remove Contact' button on his contact page. Removing a contact from your list will not delete them from your OnSIP organization. You can add them back at any time using the Add Contacts function.
Once people within your organization are on your Contacts list, you will be able to see their presence status.
- A green icon means the user has a device—like the app or a desk phone—that is available to take calls.
- A red icon means the user is currently on a phone call. A call timer below the user's name will display the amount of time that the user has been on a call.
- An orange icon means the user is set to away. However, users who have a desk phone linked to their account will still show the green available icon if a desk phone is available.
- No icon means the user is not signed into the OnSIP app.
A Custom Contact will always have no icon next to his name.
The OnSIP app can make and receive calls from phone numbers, internal extensions, and other SIP addresses. Video calls can be made and received to and from other video-capable phones.
Placing Outbound Calls
The OnSIP app can be used for outbound calling to phone numbers, internal extensions, and SIP addresses. Calling phone numbers requires the use of 11 digits (1 + area code + 10-digit phone number).
To place a call from your OnSIP app, click on the ‘Start New Call’ button at the top of the left sidebar. Enter the phone number, extension, or SIP address into the text field. If you’re calling a contact in your Contacts list, you can also start typing her name into the field, as well. Then, click on the Voice Call button to start the call, or click on the video camera icon button to start a video call. Note that if you are making a video call, the person you are calling needs to be on a video-capable phone or softphone.
If the person you wish to call is on your Contacts list, simply click on his name, his contact page will appear, then select the phone icon button or video camera icon button located there.
Answering Inbound Calls
An inbound call will trigger a popup notification within the OnSIP app providing the caller ID name and phone number. To answer the call, select the green 'Answer' button or red 'Decline' button that appears in the calling window. The OnSIP app will automatically know if the inbound call is a video or audio call, and manage it accordingly. For an inbound video call, you can choose to answer it using the 'Video' option button or 'Audio Only' button.
Call Handling Features
While you are on a call, you can perform these functions:
Volume: Select the volume button to raise or lower the audio level in the call.
Call Mute: Select the microphone button to mute your audio.
Call Hold: Select the pause button to place the call on hold.
To end the call, select the 'End Call' button.
Pause Video: If you are on a video call, you can pause (hold) your video feed by selecting the camera button.
Call Transfer: Select the opposite-facing arrows button to initiate a call transfer. Enter the destination for where you want to transfer the call, and select 'Attended' or 'Blind'. For detailed instructions, visit ‘Call transfers in the OnSIP app’.
Keypad: Select the keypad button to bring up a number pad (necessary if you need to enter digits for an extension, phone menu option, conference call PIN, etc.).
The OnSIP app is capable of making and receiving multiple simultaneous calls, thus acting as a multi-line phone.
When a user is on multiple calls, the calls will appear in separate cards on the left sidebar, above your Contacts list.
The call that you are currently on will be noted as the “Active Call” and the call card will be highlighted in red. If you are on another call(s), the other call card(s) will be noted as “Call On Hold” and will be shaded in gray. To switch to another call, you can either:
- Click on the “Resume” button of the On Hold call card in the left sidebar
- Or select the On Hold call card, then click on the Unhold (solid single arrow) button
Either of these options will un-hold the call on the screen and place the previously active call on hold.
Note that if the User selects to 'Start A New Call' from the left sidebar, all active calls will automatically be placed on hold. Furthermore, incoming calls that occur when the User is on an active call will be brought to the User’s attention.
Your recent calls list is found in the My Dashboard tab (in the app's Header). In the middle 'Call history' section, you'll see a list of all of the calls that you made and received. The information provided is: date and time of the call, who the call was with, which of your SIP addresses or phone numbers were involved in the call, and the duration of the call. The info found under the 'Call With' section will tell you if the specific call was an inbound or outbound call: 'To' tells you that it was a call that you made (an outbound call), while 'From' tells you that it was a call that you received (an inbound call) along with the name or phone number of the caller who made the call to you.
Clicking on the magnifying glass next to 'Call history' will allow you to search through your recent calls. You can search for names, phone numbers, and SIP addresses.
When you click on an individual call, a dropdown will appear with a few options that you can take:
- Clicking on 'Call back' will instantly initiate a new voice call to that phone number
- Clicking on 'Video Call' will instantly initiate a new video call to that phone number
- Clicking on 'Add custom contact' will instantly create a new custom contact with the caller's name and phone number or SIP address. It will also automatically add the custom contact into your Contacts list.
Your voicemail list is found in the My Dashboard tab (in the app's Header). In the right 'Voicemail' section, you'll see a list of all voicemail messages that are currently in your voicemail box, along with the date, time, caller ID info of who left the message, and duration of the message. Clicking on a voicemail message will cause a dropdown to appear. From that dropdown, you'll be able to play the voicemail (by clicking on the Play button) and save the voicemail to your computer (by clicking on the Download—down arrow—button).
New voicemail messages will be marked with a blue circle next to their 'Time.' There will also be a red circle above your Profile Picture in the upper right corner of the app. The number in that circle will tell you how many new voicemail messages you have.
At the bottom of the voicemail list, you can adjust the playback volume, call the person who left the voicemail back, and delete your selected messages by clicking on the Trash Bin icon.
Deleting voicemail messages:
- If you wish to delete 1 message, simply click on the checkbox for that particular message, click on the Trash Bin icon at the bottom right corner of the Voicemail list, and then select 'Delete Selected' in the popup box that appears.
- If you wish to delete multiple messages, simply click on the checkboxes for those messages and follow the instructions above.
- If you wish to delete ALL of the messages in your voicemail, simply click on the checkbox at the top of the Voicemail list (located next to 'Date') to select all of the messages in your voicemail. Then, follow the instructions above to delete all of the messages.
Clicking on the magnifying glass next to 'Voicemail' will allow you to search through your messages. You can search for names, phone numbers, and SIP addresses.
To access your personal voicemail settings, click on the Settings button (gear icon) at the upper right corner of the Voicemail section. From there, you'll be able to modify these settings:
- Notify Email: From the dropdown menu, choose if you prefer to be notified with an email whenever a new voicemail is left for you. To enable Voicemail-to-Email for yourself, choose one (1) of the options for 'Email with .wav attachment' or 'Email with deleted .wav attachment.' Note that the 'Email with deleted .wav attachment' option will delete the message from your voicemail box after it is emailed to you.
- Notification Email: Enter in the email address where you want to receive new voicemail email notifications.
- Number: Displays your voicemail box number
- Password: Displays your voicemail box password
- Notify Phones: Switch this toggle to ON if you wish for the Message Waiting Indicator light on your desk phone to blink whenever you have a new voicemail (dependent upon the model of desk phone that you are using).
- Custom Greeting: Switch this toggle to ON if you wish to play a custom greeting to callers who reach your voicemail (instead of your main voicemail greeting). When this toggle is ON, you'll be able to upload a recording file by clicking on the blue 'Choose File' button.
Your Professional Call Link
The OnSIP app provides you with a unique link that you can place in your email signature and social profiles. This link sends those who click on it to a webpage where they can voice or video call you with the simple click of a mouse button. It's a free (Internet) call and a fun way to allow others to contact you!
The Your Professional Call Link can be found by scrolling to the bottom Footer of the app. Simply hover your cursor over “Your Professional Call Link” and the URL will appear in a popup box. Click on the link (chain) icon to copy the link.
You can access other features of the OnSIP app by clicking on your Profile Picture in the upper right corner.
View My Profile
Click on the View My Profile link to access and edit your Personal Page.
Do Not Disturb Buttons
Set your app to Available or Away by clicking on the radio buttons located here.
Click on the App Settings button to access other settings features for the app.
- App Calling: Enable/disable app calling by toggling the On/Off button. By turning off App Calling, you will no longer be able to make or receive calls using the app, you are unable to call or see the status of your Contacts, and calls to you will go to your failover if one is set.
- App Volume: Ability to adjust the OnSIP app ring volume or turn it off completely if you wish to only use the OnSIP app for presence and messaging.
- Notifications: Ability to enable browser popup notifications for a few call alerts, including: when a call is hung up; when you receive an incoming call; when a call transfer is completed; when a queue alert rule has been triggered; and when you receive a new chat message.
- Call Preferences:
- SIP Addresses: SIP Aliases are listed here if you have them
- Primary SIP Address: Your main/active SIP address (the one you used to log into the OnSIP app)
- Global No Not Disturb - Turning this ON places all registered devices (phones) for your User on Do Not Disturb, sending all inbound calls directly to your failover. In the Admin Portal, your Account Admin is able to see that you have turned on this feature.
- Automatically Answer Calls - If this is turned on, any inbound call will automatically be answered by the OnSIP app. This is not a suggested feature if you are using Queues.
- Third Party Sign In - If you have a Slack account or Google and wish to log into the OnSIP app using OAuth but have changed your mind and want to disable, here is where that is done.
- Third Party Chat: If your organization uses Slack, you can enable a Slack integration with the OnSIP app. This integration allows you to send messages from the OnSIP app to a user in Slack, and vice versa. Please see our Slack Integration Knowledgebase article for more information on the feature, as well as how to enable it on your app.
- Set Queue Alert: Click on the Set Queue Alert button to enable ACD queue notification alerts as browser popups and/or emails.
- User Profile: This displays your Avatar, Account ID, User-specific credentials, indicates how long a call will ring for before it goes to other feature/User. You can also provide OnSIP with feedback from this section.
- E911 Location: You can select an address to be your E911 location by selecting from the options listed. If you have multiple locations configured for your account, you may need to scroll to find your specific location. Account Admins, for more information on how to assign E911 location to your users, visit our article on Assign E911 Locations to Users.
Click on the Knowledge Base link to open OnSIP's detailed Knowledgebase and Support Articles in a new browser tab.
This is the best method to log out of the OnSIP app opposed to just closing the tab or the application. By clicking on 'Log Out' you are signed out of the OnSIP app.
If your organization uses Slack, you can enable a Slack integration with the OnSIP app. This integration allows you to send messages from the OnSIP app to a user or channel in Slack, and vice versa. Please see our Slack Integration Knowledgebase article for more information on the feature, as well as how to enable it in your app.
Queue Dashboard: Queue Status and Queue Reports
If you have Enhanced Queues with your OnSIP account and you are a Queue Supervisor, a tab titled “Queue Dashboard” will be visible in the app’s Header. For more information, please see our article on the Enhanced Queue Dashboard.
For more information, visit our OnSIP app FAQs page.
Updated June 2019