We're sure you have questions - for the more common ones we should have an answer here.
General FAQ
What is a softphone?
A softphone is the portmanteau of the terms "software" and "telephone". This means a softphone is a software-based telephone. The default Phone app on your smartphone is a softphone, too! Softphones and softphone apps reproduce the behavior of a regular telephone, and depending on who made it and for what purpose, it may or may not include business functionality like cold/warm transfers, multiple lines, extension dialing, and conferencing capability. NocTel Go is a business use softphone app.
All softphones need to work is a voice (VoIP) service provider, a phone number, and/or extension number; depending. Because the operation of the "phone" is all done within the app (software), the only physical component you need is the device the softphone is installed on. This means your device's SIM card and the provider as well as phone number associated with it are not necessary for the softphone to work.
Can NocTel Go do SMS/MMS messaging and video calls?
We plan to add those features to NocTel Go in future updates as major features.
What mobile OS versions are supported?
Generally speaking, the current mobile OS version minus 3 major versions is a good rule of thumb. For example, as of this writing Android 9.x is the current Android major version making Android 6.x and newer generally safe for compatibility with your device. However, this rule is not hard and fast so operating system requirements may change significantly relative to what the OS developers change major version to major version. This may introduce new or modified permissions, security, and fundamental operation that may make newer mobile apps incompatible with older versions.
In general, both the Google Play Store and Apple App Store will notify you if a device you are attempting to install or update NocTel Go on is not compatible.
At this time NocTel Go does not support mobile operating systems such as Windows on Sony Xperia devices and less prevalent operating systems, such as but not limited to Huawei's HarmonyOS (HongmengOS).
Is there a desktop app for NocTel Go for Windows and MacOS?
An installable client app for Windows 10 and MacOS are planned, but not available yet.
Can I use NocTel Go with a different voice service other than NocTel Talk?
At this time NocTel Go is only compatible with NocTel Talk.
Can I use a wireless or Bluetooth headset with NocTel Go?
As long as the headset being used provides a microphone input, it should generally work. For Bluetooth headsets, you should verify the device provides the A2DP and HFP profiles which are necessary to interact with and handle phone calls. More advanced headsets that feature button controls will also typically include the AVRCP profile which allows the paired device and media/phone apps to correctly interpret button presses. As the range of possible devices is incredibly large, NocTel cannot test every valid combination of mobile device to headset device. We encourage you to evaluate a headset with your NocTel Go extension before purchasing it and presuming it fit for normal use.
NocTel provides no warranty or guarantee any and all headset peripheral and mobile device combination will be fully compatible with NocTel Go.
Can I use a smartwatch with NocTel Go?
This has not been extensively tested, but will generally work as long as the smartwatch has the physical capabilities (speaker, microphone) to handle calls. Some gestures to handle calls in a rudimentary manner may work, such as answering or rejecting a call through the smartwatch.
Does NocTel Go interoperate with my smart assistant?
NocTel Go currently does not have any smart assistant interoperability with well-known assistants such as Siri, Google Now, and Alexa.
Can I use NocTel Go with a tablet?
Absolutely! If the tablet is running a modern version of Android or iOS, it can install, provision, and use NocTel Go the same as any smartphone would.
Can I install NocTel Go on a Kindle tablet?
Generally if the Kindle is from the Fire product line, you can install and use NocTel Go without issue. The installation process will be different than installing on Android as NocTel does not have an Amazon app store entry for NocTel Go:
- Download the NocTel Go APK from the Google Play Store or use an APK extractor app to extract the APK from an Android device NocTel Go is already installed on
- Transfer the APK file to your Kindle Fire device
- In the Kindle system settings locate where unofficial apps can be installed
- Locate the NocTel Go APK file and install
Note: because NocTel does not have an Amazon app store entry for NocTel Go, you will need to manually update the app on any Kindle devices you install and use it on.
Can NocTel store call recordings I create on my Go extension with NocTel Talk?
At this time NocTel does not offer any native integration or cloud storage service for calls recorded from NocTel Talk. Call recording and storage for NocTel Flow is a feature, but not extended for calls at large for customers using only NocTel Talk. You will need to furnish your own storage provider or strategy. NocTel recommends working with your IT department to identify your needs and to be aware of information security compliance that may apply to the industry your organization belongs to.
App Usage and Interface FAQ
NocTel Go is not able to scan the provisioning QR code
Ensure you allowed NocTel Go to access your mobile device's camera. If you did not do this, you will need to locate the NocTel Go app and check its current permissions. If you are certain that NocTel Go has access to your device's camera, make sure you are getting the entire QR code squarely in the camera viewfinder and not partially or at an angle.
Can I bind the same NocTel Go extension to multiple devices?
Not at this time. When a NocTel Go extension is provisioned it is bound to the mobile device it is activated on. This may be somewhat problematic for iOS users with multiple devices, such as an iPhone and an iPad on the same Apple ID, since device app syncing will copy the apps on of the devices to the other.
If you wish to relocate the NocTel Go extension to a different device you should do the following:
- In the NocTel control panel, locate the Go extension and expand its Go App Credentials wicket
- Select disassociate to re-deploy on a new device
- Contract and re-expand the Gp App Credentials wicket - a new provisioning QR code will be generated
- Scan the QR code on a different mobile device that has not yet provisioning a Go extension
On the originally bound mobile device you will need to navigate to Settings and select "Reset Application" to remove the orphaned Go extension binding.
Can I use BLF statuses for Favorites that are not part of my organization's NocTel Talk account?
While the BLF setting can be flipped on, if the contact does not correspond to a valid extension number that is tied to a physical handset or another Go extension, the BLF status displayed will not be correct.
How does NocTel Go know about my personal contacts?
When NocTel Go is first launched it will prompt permission to your mobile device's local contacts. Local contacts on mobile device may be pulled in by iOS or Android from the default Phone app as well as productivity apps like Gmail, Outlook, etc.. The contacts pulled by the mobile OS from first and third party communications and productivity apps are made available to NocTel Go through the Contacts permission. NocTel Go does not pull contacts from other apps installed on the same mobile device directly.
If you do not wish to have NocTel Go pull local contacts from your mobile device, do not allow the Contacts permission. You may revoke the permission for NocTel Go specifically on your mobile device. The location may vary with mobile OS and OS version. Consult the appropriate documentation for your mobile device make, model, and mobile OS version for assistance.
Some Go app settings rely on sensors that I don't know if my device has. Can I still toggle these settings on?
If you are unsure whether or not your mobile device has certain sensors you can safely enable the corresponding Go app settings. If the necessary sensor is not present, Go will simply not perform the enabled function. This is equivalent to the setting being toggled to Off and will cause no harm in app usage.
Billing FAQ
How are NocTel Go extensions billed?
NocTel Go extensions are billed on a monthly basis the same as a physical extension is. The rate may vary depending on if your organization has a contract specifying different monthly rates for NocTel Go extensions and physical handsets.
Is service usage for NocTel Go measured any differently than a physical handset?
No, NocTel Go extension usage is measured and billed the same as physical handsets. NocTel Go extensions abide by the same minutely rate your organization has applied domestically and internationally as well as the fixed monthly cost for service. Usage is billed in minutes and not on a different basis like data expenditure/transit.
Does NocTel Go measure data usage for calls that used mobile data on my device?
NocTel Go does not measure and report data usage for calls that used mobile data at any point in the call whether that was briefly or the entirety of the call. If your organization provides work mobile devices or provides full coverage or partial subsidy of data use each month, your organization should have or be using tools specifically to better track it. In most cases, mobile devices will provide a local device report on how much data apps have used. You may refer there for such information.
An employee left my organization who was using NocTel Go, but we are still being charged for the Go extension on the account. How do I get this corrected?
NocTel Go extensions like physical extensions on your account will continue to be billed so long as the extension exists and is in service. "In service" in this context means the Go QR code provisioning credentials have been used and are still bound to a device.
When an employee leaves the organization and you no longer wish to have the NocTel Go extension present and be billed for it, you should:
- Disassociate the NocTel Go extension from the associated device via the NocTel control panel
- Delete the NocTel Go extension off the account
It is your responsibility to exit employees and reclaim/decommission their equipment and access as quickly as possible to avoid being billed for services and equipment not being actively used.
NocTel will not refund or credit your account for administrative oversight on you or your organization's part. NocTel recommends auditing account extensions - both physical devices and Go softphone extensions - periodically to ensure entries are up to date. If you need assistance or have further questions, reach out to us at support@noctel.com.