Frequently asked Questions

No, you do not, the exception to this is you may need to use the 1 in a toll-free number, but they can work without the 1 as well.

When dialing from within the Soft Phone app your location is in Canada, so you would dial the required number as though you are in Canada, so even if you are in another country and need to dial a local number it would be treated as an international call from within Canada.

Generally, any number outside of Canada or the United States will require you to use the international dial code before the local number.

From within the app you can dial 011 + country code + local number. Once you dial you will be asked for your unique password, enter it and hit # on the dial pad and the call will begin.

Reach out to your manager and ask them to request a code for you.

Any calls from a queue will have 3 letters in front of the caller displayed number. The 3 letters are unique to each queue. Calls direct to you that are not part of a queue will not have letters in front of the caller displayed number.

To enable call forwarding, dial *72. The app will prompt you to enter the number you’d like to forward calls to. Once entered, your calls will automatically be forwarded to that number.

To deactivate call forwarding, dial *73.