Glossary
Softphone
A softphone is a phone made of software. Installed on a laptop or a cell phone, it registers to the business phone system as an extension and makes and receives calls exactly as a desk phone would.
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A softphone is an application that turns a computer, tablet or cell phone into a business phone extension. It registers to the phone system over the internet, rings when the extension is called, and places outbound calls that show the business number. Softphones usually add a directory, call history, voicemail, transfer and, on many systems, messaging and presence. They are the main reason remote and hybrid work no longer requires a desk phone.
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What it means
A desk phone is a small computer that speaks SIP and has a handset attached. A softphone is the same software running on a device you already own. It uses the device's microphone and speaker, or a headset, and connects to the phone system over Wi-Fi, wired internet or cellular data. To the phone system, a softphone and a desk phone are the same kind of thing: an endpoint registered to an extension.
The practical effect is that a person's extension follows them. The same extension can ring a desk phone at the office, the desktop app on a laptop at home, and the mobile app on a cell phone in the car, all at once or in a preferred order.
How it is used in a business phone system
- Remote staff use the desktop app with a headset as their only phone; there is nothing to ship to their home.
- Field staff use the mobile app so business calls ring on their cell phone and outbound calls show the business number, not their personal one.
- Office staff run the desktop app alongside a desk phone and choose which to answer on.
- Queue agents take calls in the app, with the caller's details and the queue name shown on screen.
How 3CTel uses it
3CTel provides a desktop app and a mobile app that register to the hosted phone system as the user's extension. Both are configured by a specialist at setup and can run alongside a desk phone or replace it. Calls, voicemail with transcription, business SMS and the company directory are available in the apps, and business-hours rules control when the mobile app rings so personal time stays quiet.
Devices
Phones and headsets that arrive ready to plug in.
Learn more: DevicesRemote work
Business calls on personal devices, without handing out anyone's cell number.
Learn more: Remote workBusiness SMS
Text from the number customers already call — as a team, not from a personal phone.
Learn more: Business SMSCommon questions about softphones
Is call quality on a softphone as good as a desk phone?
On a stable connection with a decent headset, yes. The audio path is the same; the differences come from the device's microphone, the network it is on and what else the computer is doing. A wired connection or strong Wi-Fi and a headset with a boom microphone close most of the gap. Mobile apps on cellular data perform well where coverage is good.
Can I use a softphone and keep my personal cell number private?
Yes. Business calls placed from the mobile app show the business number as caller ID, and inbound business calls arrive through the app rather than your personal line. Customers never see or need your personal number. When you leave the business, the extension is reassigned and the app is removed; your personal number is untouched.
Related pages.
Devices
Phones and headsets that arrive ready to plug in.
Learn more: DevicesRemote work
Business calls on personal devices, without handing out anyone's cell number.
Learn more: Remote workDesk phone vs softphone
Who needs a handset, who needs an app, and how to give each person the right one.
Learn more: Desk phone vs softphoneFrequently asked questions.
The mobile app works on cellular data as well as Wi-Fi. The desktop app needs whatever internet connection the computer has. Neither works with no connection at all.
Not strictly, but a headset makes calls clearer for both sides and keeps your hands free. Built-in laptop microphones pick up more room noise.
Not sure which of these you need?
Describe how your calls arrive today and a 3CTel specialist will map them to the right pieces, build them on a temporary number and quote the result before anything is billed.