Cloud Voice App Desktop Client CTI Overview

The Cloud Voice App Desktop Client runs in one of two modes: softphone or CTI. Your choice decides whether calls are placed and answered on the computer itself, or on a separate device that the Desktop Client controls remotely. This page explains both modes and lists the call operations each one supports.

Tip

Not sure which mode to pick? If your workstation has no physical desk phone, use softphone mode so the computer becomes the phone. If you already take calls on a desk phone or another Cloud Voice App client and only want on-screen call control, use CTI mode.

Softphone mode

In softphone mode, the Desktop Client is a full phone that lives entirely on your computer. It sends and receives calls over your internet connection, so no physical handset is needed. On top of the calling features you would expect from a desk phone, it adds collaboration tools such as instant messaging, video calls, and extension presence (seeing at a glance whether your colleagues are free, busy, or on a call).

Choose softphone mode when there is no desk phone at your workstation. You can then handle everything from the application, including:

1. Place and end a call.
2. Start a second call.
3. Answer or reject an incoming call.
4. Mute and unmute a call.
5. Transfer a call, either attended (you speak to the person first, then hand the call over) or blind (you send the call straight through without speaking first).
6. Record a call.
7. Hold and resume a call.
8. Swap between held calls (swap hold).
9. Add a participant to a call.
10. Merge separate calls together.
11. Flip a call to another device (move a call that is already in progress to another of your own devices without hanging up).
12. And more.

CTI mode

Computer Telephony Integration (CTI) links your computer to a phone system so you can manage calls from your screen. In CTI mode, the Desktop Client is not the phone itself; it acts as a visual control panel. Calls are still carried on a connected desk phone, the Cloud Voice App Web Client, or the Cloud Voice App Mobile Client, while the Desktop Client gives you an on-screen way to run the supported operations.

From this control panel you can drive IP phones (desk phones that connect over your network), the Cloud Voice App Web Client, and the Cloud Voice App Mobile Client. Choose CTI mode when you prefer to talk on one of those endpoints but still want call control from your computer. The operations available to you depend on which endpoint is connected, as shown in the table below.

Note

Video calls and function keys are not available in CTI mode.

The following table shows which call operations each connected endpoint supports. “CTI-compatible IP phones” refers to the Yealink, Fanvil, Snom, and Grandstream models listed in the compatibility tables further down this page.

Operation	CTI-compatible IP phones	Other IP phones	Web Client	Mobile Client
Make / end a call	Yes	Yes	Yes	Yes
Make a second call	Yes	No	Yes	No
Answer a call	Yes	No	Yes	No
Reject a call	Yes	Yes	Yes	Yes
Mute / unmute a call	No	No	No	No
Blind transfer a call	Yes	Yes	Yes	Yes
Attended transfer a call	Yes	No	Yes	No
Record a call	Yes	Yes	Yes	Yes
Hold / resume a call	Yes	Yes	Yes	Yes
Swap hold	Yes	No	Yes	No
Add participant	No	No	Yes	No
Merge calls	No	No	Yes	No
Flip a call	Yes	No	Yes	Yes
Transcribe a call	No	No	Yes	Yes

Note

Mute and unmute read “No” for every endpoint: you cannot mute a call from the Desktop Client while in CTI mode. To mute, press the mute button on the connected device (the desk phone, Web Client, or Mobile Client) instead.

CTI-compatible IP phones

To control a desk phone through CTI mode, the phone must be one of the models below and run at least the firmware version shown.

Caution

The firmware version is a hard requirement, not a suggestion. A phone running an older version than the one listed will not respond to CTI commands from the Desktop Client. Check the phone’s current firmware and update it before you rely on CTI control.

Yealink

Phone model	Firmware version
SIP-T21P_E2	52.84.0.125 or later
SIP-T21_E2	52.84.0.125 or later
SIP-T23P	44.84.0.125 or later
SIP-T23G	44.84.0.125 or later
SIP-T27G	69.85.0.5 or later
SIP-T29G	46.83.0.120 or later
SIP-T30P	124.85.0.15 or later
SIP-T31	124.85.0.15 or later
SIP-T31P	124.85.0.15 or later
SIP-T31G	124.85.0.15 or later
SIP-T33P	124.85.0.15 or later
SIP-T33G	124.85.0.15 or later
SIP-T31W	124.86.0.75 or later
SIP-T34W	124.86.0.75 or later
SIP-T40P	54.84.0.125 or later
SIP-T40G	76.84.0.125 or later
SIP-T41P	36.83.0.120 or later
SIP-T42G	29.83.0.120 or later
SIP-T46G	28.83.0.120 or later
SIP-T48G	35.83.0.120 or later
SIP-T41S	66.85.0.5 or later
SIP-T42S	66.85.0.5 or later
SIP-T46S	66.85.0.5 or later
SIP-T48S	66.85.0.5 or later
SIP-T41U	108.85.0.39 or later
SIP-T42U	108.85.0.39 or later
SIP-T43U	108.85.0.39 or later
SIP-T46U	108.85.0.39 or later
SIP-T48U	108.85.0.39 or later
SIP-T44U	108.86.0.90 or later
SIP-T44W	108.86.0.90 or later
SIP-T52S	70.84.0.70 or later
SIP-T54S	70.84.0.70 or later
SIP-T53	96.85.0.5 or later
SIP-T53W	96.85.0.5 or later
SIP-T54W	96.85.0.5 or later
SIP-T57W	96.85.0.5 or later
SIP-T73W	185.87.0.15 or later
SIP-T73U	185.87.0.15 or later
SIP-T74LTE	185.87.0.33 or later
SIP-T74LTE(US)	185.87.0.33 or later
SIP-T74W	185.87.0.15 or later
SIP-T74U	185.87.0.15 or later
SIP-T77U	185.87.0.15 or later
SIP-T85W	185.87.0.15 or later
SIP-T87W	185.87.0.15 or later
SIP-T88W	192.87.0.5 or later
SIP-T88V	192.87.0.5 or later
T64LTE	132.86.0.25 or later
T67LTE	132.86.0.35 or later
SIP-T56A	58.83.0.15 or later
SIP-T58	58.85.0.5 or later
SIP-T58W	150.86.0.5 or later
VP59	91.85.0.5 or later
AX83H	180.86.0.5 or later
AX86R	180.86.0.5 or later

Fanvil

Phone model	Firmware version
X1S/X1SP	2.2.12 or later
X1SG	2.2.12 or later
X3SG	2.2.12 or later
X3U	2.2.12 or later
X2/X2P	2.14.0.7386 or later
X2C/X2CP	2.14.0.7386 or later
X3S/X3SP/X3G	2.14.0.7386 or later
X4/X4G	2.14.0.7386 or later
X4U	2.2.11 or later
X4U-V2	2.12.1 or later
X5U	2.2.11 or later
X5U-V2	2.12.1 or later
X5S	2.2.1 or later
X6	2.2.1 or later
X6U	2.2.11 or later
X6U-V2	2.12.1 or later
X7	2.2.11 or later
X7C	2.2.11 or later
X7A	2.2.0.229 or later
i56A	2.8.13 or later
A32	2.6.0.408 or later
A32i	2.6.0.408 or later
A320	2.6.0.1402 or later
A320i	2.6.0.1402 or later
X210	2.2.11 or later
X210i	2.2.11 or later
X7-V2	2.12.1.3 or later
X7C-V2	2.12.1.3 or later
X210-V2	2.12.1.3 or later
X210i-V2	2.12.1.3 or later
V65	2.12.2.4 or later
X3S/X3SP Lite	2.4.5 or later
X3S/X3SP Pro	2.4.5 or later
X3SW	2.4.5 or later
X3SG Lite	2.4.5 or later
X3SG Pro	2.4.5 or later
X3U Pro	2.4.5 or later
V62	2.4.10 or later
V63	2.12.16.19 or later
V64	2.4.10 or later
V67	2.6.0 or later
X301	2.12.2 or later
X301G	2.12.2 or later
X301W	2.12.2 or later
X303	2.12.2 or later
X303G	2.12.2 or later
X303W	2.12.2 or later
X305	2.12.1.6 or later
X306	2.12.20.4 or later
X303-2 WIRE	1.0.3 or later
W610W	2.12.0 or later
W611W	2.12.4.8 or later
W620W	2.16.2 or later
W626W	2.16.30 or later
V61G	2.12.18.8 or later
V61W	2.12.18.8 or later
V62G	2.12.18.8 or later
V62W	2.12.18.8 or later
V66 Pro	2.12.18.4 or later
V66	2.12.18.4 or later
V62 Pro	2.12.18.2 or later
W710D	1.18.11 or later
A308i	2.6.10.1177 or later
H1-2 Wire	2.12.1 or later
H603W	2.14.0.11 or later
V50G	2.12.23.5 or later
V50P	2.12.20.4 or later
V60G	2.12.20.34 or later
V60P	2.12.20.3 or later
V60W	2.12.20.3 or later

Snom

Phone model	Firmware version
D120	10.1.54.13 or later
D140	10.1.148.1 or later
D150	10.1.148.1 or later
D315	10.1.73.16 or later
D335	10.1.73.16 or later
D385	10.1.73.16 or later
D710	8.9.3.80 or later
D712	8.9.3.61 or later
D713	10.1.73.16 or later
D715	10.1.33.33 or later
D717	10.1.73.16 or later
D720	8.9.3.80 or later
D725	10.1.175.16 or later
D735	10.1.73.16 or later
D765	10.1.73.16 or later
D785	10.1.73.16 or later
D810	10.1.198.22 or later
D812	10.1.184.14 or later
D815	10.1.184.14 or later
D862	10.1.137.15 or later
D865	10.1.137.15 or later
D892	10.1.214.2 or later
D895	10.1.214.0 or later
SP800	10.1.169.15 or later

Grandstream

Phone model	Firmware version
GHP610W	1.0.1.71 or later
GHP611W	1.0.1.71 or later
GHP620W	1.0.1.71 or later
GHP621W	1.0.1.71 or later
GHP630W	1.0.1.71 or later
GHP631W	1.0.1.71 or later
WP825	1.0.11.67 or later