CounterPath is a third-party developer of SIP-based softphones. Their product line includes three products that emulate the form and function of the Cisco 7940, 7941, 7960, and 7961 model phones that are supported by the Sky phone system. For more information about supported phones, see the Supported Phones and Devices article.
Table of Contents
CounterPath Support
Supported CounterPath Products
Hardware and Software Requirements
Installation
Instance (Cluster) Specific TFTP
Usage
E911 Policy
FAQs
Related Topics
CounterPath Support
Support for this product is provided through CounterPath. RingCentral provides the call manager and appropriate configuration information. Issues regarding softphone functionality, LAN compatibility, ISP issues, etc. are referred to CounterPath's Support Department. Also, as with any service traversing the public Internet, softphones are susceptible to quality of service issues, including intentional throttling or blocking by ISPs or network administrators. These Quality of Service issues are outside of RingCentral's control.
NOTE: Support for X-Lite is offered on CounterPath's support forums and their FAQ only. Direct email support is not available.
Supported CounterPath Products
Hardware and Software Requirements
For current hardware and software requirements for each of the supported CounterPath products, use the links in the Product Name column of the table above, scroll down until you see "Overview," and then click the "Requirements" link to the right.
Installation
The following instructions are for the Windows versions of CounterPath X-Lite software.
- Download and install the CounterPath X-Lite softphone.
- After the software has been installed and launched, click Go to Account Settings or navigate to Softphone > Account Settings.
- In the SIP Account window, enter the following information:
User Details
- User ID: Your 10-digit business phone number
- Domain: Your Instance-specific TFTP address followed by ":5060". For information about TFTP settings, see the Instance Specific TFTP section of this article below.
- Password: Your phone/voicemail password
- Display name: End user's name
- Authorization name: Your 10-digit Sky phone number
Domain Proxy
- Under Send outbound via select Proxy.
- Address: Your Instance-specific TFTP address followed by :15061. For information about TFTP settings, see the Instance Specific TFTP section of this article below.
- Click OK.
NOTE: When using Counterpath X-Lite or Counterpath Bria to run a softphone from a MAC computer, please click here for additional setup information to ensure your domain settings are correct.
Instance Specific TFTP
See the instance-specific table in the TFTP/Config Server article to determine the correct TFTP IP addresses for programming your phones. These TFTP IP addresses are organized by the instance assigned to your organization. To find out which instance is used for your account, Authorized Contacts can find the "Instance" for their account in the Account Facts and Settings area of the Account Details screen in the Account Portal.
Usage
CounterPath provides complete end-user documentation for their softphone products. Please see the Supported Products section above for links to related user guides.
E911 Policy
Due to the inherent mobility of IP phones, whether hardware-based or software-based, it is extremely difficult to determine a user's location in an emergency. In order for E911 to function properly, users or Authorized Contacts must update their E911 address via the Portal.
FAQ
Q: Which CounterPath product do I purchase?
A: There is a Basic and Enhanced listed on their website. The only addition to the Enhanced version is video support, which is a feature that is not supported. While the Enhanced version will work with the Sky phone system, the Basic version will save you money for the same functionality.
Q: Will shared-line appearances function properly while a softphone is in use?
A: Yes, shared line appearances will function as normal.
Q: I am setting up the eyeBeam on my PC and I have received a "Registration error: 401 - Unauthorized" message.
A: While initially setting up the softphone, the "Registration error: 401 - Unauthorized" message may appear. First, make sure the password is typed correctly in the softphone configuration. If the password is correct, please create a Support Case to explain that you are setting up an eyeBeam softphone and need the password to be reset. When Support resets the password, the error message will disappear.
Q: The eyeBeam has been working on my PC and I have received a "Registration error: 401 - Unauthorized" message.
A: This error message may appear after the eyeBeam has timed out. Simply exit and restart the eyeBeam and the error message will disappear.
Q: When using the eyeBeam, why doesn't my phone number automatically log out from my Cisco desk phone?
A: Since the eyeBeam utilizes a different firmware than the Cisco handset, a single number can operate on the two devices simultaneously.
Q: How do I know if I have messages waiting, since there is no indicator on the softphone?
A: You can utilize Voicemail to Email as a solution for message notification.
Related Articles
Sky Softphone
Supported Phones and Devices
Phone Profile Types
MiCloud and Sky Support
Opening a Support Case
