Softphone (VitaAgent) User Guide

Open the activation email from VitaPBX and click the activation button. 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 VitaAgent without logging in again. From then on, log in to VitaAgent 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 VitaAgent password: contact VitaPBX for help resetting it (the Softphone password is never emailed, for security, even for a self-service reset).

VitaAgent 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 "Allow". This is required before you can make or receive calls.

Pick your microphone, speaker and ring device under "Audio settings" on the softphone (or the "Audio (mic, speaker, ringtone)" menu): speak to see the "Microphone check" bar move, and click "Test speaker" to check your headset.

The softphone shows "Extension <number>" with a registration status: "Registering..." (connecting), "Registered" (ready to call/receive), "Disconnected" or "Microphone blocked" (see Troubleshooting below).

You can only place calls when the status is "Registered" — the "Call" button is disabled in every other state. When "Disconnected", click "Reconnect".

To call internally: enter a colleague's extension in the "Number or extension to dial" field (or pick one from the "Internal directory"), then click "Call".

For an incoming call: the screen shows "Incoming call from <number>" with two buttons — "Answer" and "Reject".

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

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

Hold: the "Hold" button while on a call; while on hold, click "Resume" to return.

Transfer: enter the number/extension in the "Transfer to" field, then choose "Blind transfer" (immediate, unannounced) or "Attended transfer" (call the recipient first) — after speaking, click "Complete transfer" or "Cancel transfer" to return to the original call.

"The browser needs microphone access to make calls." — open your browser settings (the 🔒 icon in the address bar), re-grant microphone access for the page, then reload.

"SIP registration failed — please check your network connection." — usually a temporary network issue or a disabled extension; click "Reconnect" or reload the page, and contact VitaPBX if it persists.

No audio despite a "Registered" status: check the microphone/speaker selected in "Audio settings", and make sure your speakers/headset aren't muted at the system level.

Disconnected mid-call (status changes to "Disconnected"): check your network and click "Reconnect" to re-register the softphone.

The account owner goes to the customer portal → "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 "Manage team".

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 "I already have a DID/hotline" to send details for our technical team to verify the connection, or "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.