Below are instructions and troubleshooting advice on installing and using X-Lite Dialing Integration.
You can click-to-dial using the system and just the X-Lite softphone, but you cannot hangup X-Lite using the system unless you have the xlitecontrol program.
Installation Instructions
Before you start, you will need the following:
• | A Computer System with broadband connection and a headset. |
• | A Licence for the system. |
• | The X-Lite Softphone. This can be downloaded from Counterpath. |
• | The xlitecontrol program for the system. This can be downloaded for free as part of the FIVE CRM Tools Download. |
Quick Links:
Step 1 - Installing the X-Lite Softphone.
Step 2 - Downloading the FIVE CRM Tools.
Step 3 - Setting up xlitecontrol.
Step 4 - Configuring the CRM.
To skip forward to Troubleshooting click here.
Step 1: Installing the X-Lite Softphone
X-Lite is a free softphone provided by Counterpath. To install and configure the softphone please refer to the documentation from within Counterpath's Knowledge Base, their technical support documentation can be accessed here.
Step 2: Downloading the FIVE CRM Tools
1. Click here to Download the FIVE CRM Tools.
2. Once the download has finished, run the Installer.
3. Follow the Instructions on the Setup Wizard. Below are each of the different steps with guidelines on anything which needs to be done for each of these:
Click next on this Window.
Here you will need to specify the Installation Path. In general, it is recommended to use Documents to avoid any potential problems with Windows Permissions, as each User has Write Access to My Documents by default. You can install this elsewhere, but if you do then you should check the Windows Permissions on the Folder after Installing this.
On this screen you should double-check the installation path. If you are happy with this, click install to start the installation.
Once the installation is complete, you will see the window below:
Simply click Finish to end the installation.
Step 3: Setting up xlitecontrol
Now that you have Downloaded the FIVE CRM Tools you will need to find the xlitecontrol.exe program. To do so, you will need to go to the location of the FIVECRM folder you installed. (By default this is in My Documents, so if you did not change this it will be there)
Once you find this, run the xlitecontrol.exe file. This will open up the following Window:
• | The Command Field is for using the Pre-recorded Voice Drop with ConnectMeVoice. This is only available in the US. If you have any questions about this then feel free to contact Customer Success Support who will be able to point you in the right direction. |
• | The Send button sends the Number to X-Lite. |
• | The Hangup button hangs up the current call. |
• | The X-Lite Window name in xlitecontrol will need to match the name of the X-Lite softphone Window on your Computer, by default this is 'X-Lite'. If this is not correct then click on the  button on the right. This will populate the Windows box with all currently open Window names and you can select the X-Lite Window from this list. |
You can now close down the xlitecontrol window as this is not needed to dial using the system.
Step 4: Configuring the CRM
The only configuration required in the system is setting up the User's Dialing Method. There are 2 ways to do this.
1. While logged on as the User you need to set up, go to the Menu > User > Dialing Method.
2. While logged on an an Administrator, go to the Menu > Setup > Users > User Profiles. Then edit the specific User. Under Permissions there is a Box called 'Dialing Method'. Left Click on this.
The following Window will Pop-up in the middle of the screen.
You will need to set the User's Dialing Method to 'Url Scheme'.
You will then need to set the Dial Command to: sip:*telephone
And the Hangup Command to: xlitecontrol:hangup
Once you have done this click Save.
Note: the Dial Command will need to be sip:*telephone, tel:*telephone or callto:*telephone. This will depend on what you have set up for X-Lite. If you are not sure which one is being used then you can check this in X-Lite by going to Softphone > Preferences and then selecting 'Set X-Lite as your default softphone.'
You have now set up everything required to use Click-to-Dial in the system with the X-Lite Softphone.
Please Note: There is also an older version of X-Lite available which offers the feature of Call Recordings. X-Lite is however for non-commercial use . Click here to download this version.
Here are some steps on how to turn on the Call Recording option:
1. | Open the X-Lite softphone |
2. | Dial: * * * 7469 on the softphone for Advanced Options. |
3. | In the filter box type: record and click on Apply Filter. |
4. | Double-click on the option: system:general:auto_record_all_calls, change the value from 0 to 1 |
5. | Close filter window |
Troubleshooting Information
Below I have broken down the separate areas of the process and what can be done to troubleshoot any problems when Dialing using X-Lite. These areas are:
The X-Lite Softphone, the current Internet Browser, the xlitecontrol program and the system User Settings.
Below is a list of things to check and this is approximately ordered by increasing difficulty to check. If you experience any problems or are unsure of anything at any point, we recommend contacting Customer Success Support who will be able to assist with all of the following steps.
X-Lite Softphone:
1. Test that you can dial out using the X-Lite Softphone directly. If you cannot then you will need to check your X-Lite configuration.
2. You will need to make sure that X-Lite is using either the sip, tel or callto protocol.
User Settings:
1. While logged in as the User trying to Dial, go to the Menu > User > Dialing Method. Check that the Dialing Method is URL Scheme, the Dialing Command is sip:*telephone, tel:*telephone or callto:*telephone and the Hangup Command is xlitecontrol:hangup.
Internet Browser:
1. Try an alternate Browser. In general we recommend using Chrome or Firefox, however you can test this in Internet Explorer or Edge as well.
2. If you are using Google Chrome then the Chrome Shield (pictured below) could be causing a problem. Check for this icon in the Address Bar and if it is showing then click on it and follow the instructions.
3. You may have chosen a different external application other than X-Lite to run the sip, tel or callto commands. You may also need to configure the xlitecontrol program to be using the xlitecontrol command. If so, you would need to reset this in the Browser. The steps for this varies across the different browsers and can be somewhat difficult to find.
The xlitecontrol Program:
1. Check that the Window Name for X-Lite matches the Window Name in xlitecontrol.
2. Check that the fivecrm folder has full windows permissions for your User.
3. Check the registry for the sip/tel/callto command in HKEY_CLASSES_ROOT > sip/tel/callto > shell > open > command. The Data String should read:
C:\Program Files\CounterPath\X-Lite\X-Lite.exe "%1" The installation path may differ if you have installed X-Lite in a different place.
NOTE: Changing the Registry incorrectly can cause problems for your Computer, do not make any changes if you are not experienced in editing the Registry.
4. Check the registry for the xlitecontrol command in HKEY_CLASSES_ROOT > xlitecontrol > shell > open > command. The Data String should read:
C:\Users\"Username"\Documents\fivecrm\xlitecontrol.exe "%1" The installation path may differ if you have installed the folder in a different place.
NOTE: Changing the Registry incorrectly can cause problems for your Computer, do not make any changes if you are not experienced in editing the Registry.