Softphone (Agent Console) User Guide

Open the activation email from VitaPBX and click "Kích hoạt tài khoản" (Activate account). The activation page shows your business name, plan, and assigned extension — set a password (at least 8 characters, entered twice to confirm) and submit.

The activation link is single-use and time-limited. If it says expired or already used, use the resend-email option right on the activation page.

After activating, you're taken straight into the Agent Console without logging in again. From then on, log in to the Agent Console with your extension (e.g. 1001@T0018) OR the same email you used to activate — either works, with the password you just set.

Forgot your Agent Console password: contact VitaPBX for help resetting it (the Softphone password is never emailed, for security, even for a self-service reset).

The Agent Console requires HTTPS and a modern browser that supports softphone calling (Chrome, Edge, Firefox, recent Safari) — opening over HTTP or in an old browser may fail to register the softphone.

When the page opens, your browser will ask for microphone access — click "Cho phép" (Allow). This is required before you can make or receive calls.

Which headset/audio device is used is controlled by your browser or OS audio settings (there's no separate device picker in the Agent Console) — plug in your headset before granting microphone access so the browser picks up the right default device.

The top of the softphone screen shows "Extension <number>" along with a registration status: "Đang đăng ký…" (connecting), "Đã sẵn sàng" (ready to call/receive), "Đăng ký thất bại" or "Thiếu quyền microphone" (see Troubleshooting below), "Chưa đăng ký" (not connected).

You can only place calls when the status is "Đã sẵn sàng" — the call button is disabled in every other state.

To call internally: enter a colleague's extension in the "Số/extension cần gọi" field (or pick one from the internal directory shown below), then click the call button.

For an incoming call: the screen shows "Cuộc gọi đến từ <number>" with two buttons — "Trả lời" (Answer) and "Từ chối" (Decline).

During a call, a call-duration timer appears as soon as it connects. Click "Kết thúc" to hang up.

Mute: the "Tắt tiếng" button while on a call, which becomes "Bật tiếng" when the mic is muted.

Hold: the "Giữ máy" button while on a call, which becomes "Tiếp tục" while the call is on hold.

Transfer: enter the destination number/extension in the "Số chuyển tiếp" field, then choose "Chuyển ngay (Blind)" for an unannounced transfer, or "Gọi thử trước (Attended)" to speak with the recipient first — from there you can click "Xác nhận chuyển" to complete the transfer or "Hủy, quay lại" to return to the original call.

"Trình duyệt chưa được cấp quyền microphone..." (Browser hasn't been granted microphone access — the softphone can't make/receive calls) — go to your browser settings, re-grant microphone access for the page, then reload.

"Đăng ký softphone thất bại..." (Softphone registration failed — check your extension configuration) — usually a disabled extension or a temporary network issue; try reloading the page, and contact VitaPBX if it persists.

No audio despite a "Đã sẵn sàng" status: check your browser/OS default audio output device, and make sure your speakers/headset aren't muted at the system level.

Disconnected mid-call (status suddenly drops to "Chưa đăng ký"): check your network connection and reload the page to re-register the softphone.

The account owner goes to the customer portal → "Quản lý đội ngũ" (Manage team) and enters a staff email in the invite form (only shown while seats remain on the current plan).

The system automatically assigns an available extension from the business's number range and sends a separate activation email to that address — the staff member follows the same steps as section 1 of this guide.

A pending invitation can be cancelled at any time from the invitation list in "Quản lý đội ngũ".

A newly activated Softphone account can ONLY make internal calls (between extensions within the same business). To call external phone numbers, the business needs a DID/hotline number and a carrier connection (trunk) confirmed by VitaPBX.

During checkout, you can choose "Tôi đã có đầu số/hotline" (I already have a number) to send details for our technical team to verify the connection, or "Tôi cần tư vấn đầu số" (I need help choosing a number) to have VitaPBX reach out with advice.

Not having a number yet doesn't affect account activation or internal calling — it only limits the ability to call out.