Softphone Frequently Asked Questions

Attention!
Having SJphone installed is not enough to talk. You have to purchase an account with Internet Telephony Service Provider like FreeWorldDialup or start your own service.

 

Q1. I downloaded and installed SJphone. Who I can call to?

A: Free version of SJphone has just "Direct SIP" profile. Using it you can make a call
- directly to an IP address (e.g. sip:192.168.2.100) of your party, if you know it. It works from Public IP address to Public IP address or inside your private net only.

- directly to a SIP URI (e.g. sip:yourname@yourprovider.com) of your party if he or she has it.

Be sure that there is no firewalls and NATs along the route to your party.
SOHO users may install an ip-PBX like open-source Asterisk or SER and run own service. But the most common use of SJphone is a softphone client for Internet telephony Service providers (ITSP). Some of them offer the branded SJphone.

Q2. Can I make a call from SJphone to old good telephones? to cell phones?
A: Please check if the service your purchased from ITSP provides INBOUND calls and OUTBOUND calls to wired and wireless telephones. Usually they do.

Q3. What is the difference between SJphone versions for MS Windows, UNIX, MAC, and Windows Mobile?
A.: Basically they are the same, but some difference may exist due to delays in our software development process. We are working on synchronization, but some new features may appear in some releases ahead of other releases.

Q4. What is a softphone profile?
A: It is a set of settings for a particular Internet Telephony Service Provider (ITSP). Get an account with ITSP of your choice, install or create a new softphone profile, initialize it with your login and password, and enjoy! 

For people who want to start own service, we offer Profile Editor in the Free Version of SJphone.

Q5. Can I use several profiles?
A: You can sign up to any number of different services and easily switch between them.

Q6. Can I make my own profile?
Yes. SJphone works fine with most ip-PBX, SIP-proxy, H.323 gatekeepers and gateways, so experienced users may create new profiles themselves or even build their own IP-telephony network. Some ITSPs provide the configuration guideline to the user to allow them to use SJphone with they services.

Q7. When a softphone establishes a call, only one party can hear the voice.
A. That may be because of two reasons. First, a Firewall or Network Address Translation (NAT) may exist between two parties. Your ITSP should support a special technology to discover and traverse NAT, called STUN, please ask its technical support for details.
The other reason is an old half-duplex sound card driver. Please upgrade it to a full-duplex one (it should record and play simultaneously: to be sure try to run a recorder and a player at the same time).

Q8. Bad voice quality! Help!
A. Some microphones on cheap or old sound cards can produce a very low quality of sound. Another reason is a packet loss on the Internet route due to a bad connection, a narrow or shared bandwidth. The cure for a dialup connection is a narrowband codec: GSM or iLBC.

Q9. How to get the best sound quality?
- Most (but not all!) notebooks and WLAN-PDAs have an embedded microphone and speakers. To make sure that your microphone is good enough try to record your speech;
- To get better audio quality and to avoid echo, you may use any headset, USB phone (download a driver from our website), BlueTooth, any wired headset etc;
- We recommend you to install the latest updates of your operating system, sound and network drivers, and DirectX (check with dxdiag.exe, it should be 9.0 or higher). Get updates from the vendor website or just run the MS Windows update;
- You may have problem with old consumer WLAN-PDAs which were not designed for Internet Telephony. Most of the latest devices have embedded wireless, fast CPU and good sound subsystem now, and work perfectly;
- Check your Internet connectivity: try to ping your party's IP address. A good response time is below 100 ms without losses unless the party you are calling is from Down Under. If the ping time seems too large, you Internet connection is too busy now. Try to stop any other activity. If the problem persists, ask your Internet provider or system administrator to fix it.
- For the best voice quality use the G.711 codec on broadband connection. For dialup you should you the GSM or  iLBC codec;
- Normally you should hear Voice over IP speech better than using an old plain or mobile telephone. A delay, an echo, a sound drops, and a distortions show network or hardware problems.

Q10. Can SJphone work with a USB handset, bluetooth headset, or other audio devices?
A. Generally, SJphone works with any devices which Windows detects as audio hardware.
To switch between them, go to Options -> Audio -> Sound Devices and select the required device in the Playback, Recording and Ringing lists.
Support for extended functionality like dialpads, dial/hangup buttons, and ringers varies, because each USB device may have interface incompatible with others.
The list of supported USB handsets is on the Support page (Download Windows XP/2000 drivers for USBphones, http://www.sjlabs.com/sjp.html). Sometimes USB handsets are being sold under various brand names, and we cannot trace all that names.

Q11. The voice quality is very bad or they can hear me at all. My sound card is based on the High Definition (HD) audio.
A. Yes, the old versions of SJphone had a problem with HD audio, please download the latest one.

Q12. Is SJphone compatible with Windows XP Service pack 2?
A. We have tested SJphone on XP SP 2 installed and found that it works normally with minimum required adjustments in the Windows Security Center. We have tested direct SIP and H.323 PC-to-PC calls, and calls through H.323 Gatekeepers and Gateways, and SIP Proxies.
Below are our recommendations:
If you turn off the Windows firewall in the Security Center, no settings are required to change for Windows or SJphone.
Windows Security Alert Message
If XP Service Pack 2 is installed on your computer with its default-enabled internal firewall, the Windows Security Alert message will appear the first time you start SJphone. This message will inform you that it has blocked SJphone from accepting connections from the Internet or a network. To allow SJphone receive incoming calls, click the Unblock button on the message. Now SJphone will be able to receive incoming calls. No other additional settings are required for Windows or SJphone.
If you have clicked the Keep Blocking button, SJphone will not be able to receive incoming calls. To allow SJphone receive incoming calls,
* Check that SJphone is running.
* Go to Security Center and click Windows Firewall.
* Check that Don't allow exceptions is not selected on the General tab.
* Go to the Exceptions tab and select the SJphone.exe checkbox.
* Click the Edit and then Change scope buttons and check that the Any computers (including those on the Internet) option is selected.
* Click the OK button.

Q13. SJphone cannot connect to my ITSP while my Windows CE device is on its cradle.
A. When any WinCE device is in its cradle and connected to a host PC via ActiveSync, SJphone cannot connect to any host outside its local network. In this state, SJphone cannot register with any service, proxy, gatekeeper, make any calls to other softphones, etc. , which is outside the local network, even if SJphone shows "Ready to call" in the Simple mode of its interface. If you switch to "Advanced mode" (Menu->To Advanced Mode), SJphone will show NAT/Firewall: Blocked. This issue is connected with ActiveSync. To make calls outside the local network, you should take your WinCE device out of its cradle and possibly restart SJphone. (Menu->Restart)

Q14. I have registered on the SJ Labs site, but have not received its registration key.
A. Assuming you have entered a valid e-mail address for the registration, most likely some spam detection software decided that the e-mail with the registration key is a spam and killed it.
To obtain your registration key directly from SJ Lab web site,
* Go to Options -> Support tab and click the Register button
* Click the Get Key on the SJphone registration message box
The Product Registration page will appear in your default web browser.
* Enter your e-mail address used for the registration as Login, then your password, and click the Logon button. .
The Main Menu page will appear in your default web browser.
* Click All registered products and see the list of all your registered products with their registration keys.

Q15. I forgot my registration password.
A. If you forgot your password,
* Go to Options -> Support tab and click the Register button
* Click the Get Key on the SJphone registration message box
The Product Registration page will appear in your default web browser.
* Click I forgot my password.
The Password Retrieval page will appear in your default web browser.
* Enter the e-mail address to which you have registered SJphone.
An e-mail with the password will be sent to the e-mail address used for registration and the Your password has been sent to your e-mail address page will appear in your default web browser.