In short: A softphone app is software that turns a laptop, tablet or mobile into a business phone on your cloud phone system. It uses your business number and extension, so calls can be transferred, queued and recorded as on a desk phone. The main options we supply are the 3CX apps, Microsoft Teams, the Webex App and the Forever UC apps.
What a softphone does
A softphone registers to your phone system just as a desk phone does. Staff can:
- Make and take calls on the business number, so their personal mobile number stays private
- Transfer calls, join call queues and hunt groups, and see colleagues' availability
- Pick up voicemail, call history and the company directory
- Move between laptop, mobile and desk phone, with calls ringing wherever they are signed in
Because the app runs over any internet connection, it is the simplest way to support home working and staff who travel. It is also the main reason many small businesses choose a cloud phone system without buying any handsets.
The main softphone apps compared
| Platform | Apps | Worth knowing |
|---|---|---|
| Hosted 3CX | Web client in the browser, plus apps for Windows, iOS and Android | Calls, chat, queues and video conferencing from one set of apps, with no per-user licence because 3CX is licensed per system. |
| Microsoft Teams Phone | The Teams app on Windows, Mac, iOS, Android and the web | Calls sit alongside chat and meetings in the app staff already use. Needs a Teams Phone licence and a PSTN option. |
| Webex Calling | The Webex App for Windows, Mac, iPhone, iPad and Android | Cisco says the Professional user licence supports soft clients, while the Standard licence is either a physical device or a soft client, not both. |
| Forever UC | Apps for iOS and Android phones and tablets, and for Windows PCs and Macs | App-first by design, working over Wi-Fi or mobile data on your existing number, with desk phones optional. |
Forever Teams uses the standard Teams app, so users do not need anything extra. If you are comparing platforms more widely, see the cloud phone system comparison.
Headsets and audio quality
A laptop's built-in microphone and speakers are fine for an occasional call but tiring for a day of them, and they pick up background noise. A headset is the single best upgrade for softphone users:
- USB headsets are the simplest choice for laptops, with reliable audio and call controls
- Bluetooth headsets pair with both a laptop and a mobile, so one headset covers both apps
- Noise-cancelling microphones help in open-plan offices and busy homes
- Teams-certified headsets, which often add a Teams button, if you use Teams Phone
Our VoIP phones and handset types page covers headsets and desk hardware in more detail.
Mobile data, push notifications and battery settings
On a mobile, the softphone uses Wi-Fi when it is available and mobile data when it is not. Voice calls use far less data than video, but heavy users on the road should check their tariff. If you are reviewing business mobiles at the same time, Forever Group's business mobile team supplies EE Business, O2 Business and Vodafone Business plans.
Mobile softphones rely on push notifications to wake the app when a call arrives. If calls are missed, the usual causes are notifications being turned off, a phone's battery-saving mode closing the app, or do-not-disturb settings. We set these up as part of onboarding.
For emergency calls, the mobile's own dialler uses the mobile network directly and does not depend on the app or a data connection, so make sure staff know to use it for 999. Make sure each user's emergency address is kept up to date on the phone system, especially for people who move between home and office.
Working from home and keeping numbers separate
Softphones make home working straightforward, but a few practical points help:
- Business and personal calls stay separate. Outbound calls show the business number or the main company number, not the employee's mobile.
- Working hours are respected. Users can set availability, and call queues can skip people who are signed out.
- Leavers are simple to handle. Removing a user from the phone system removes their access, and the business number stays with the organisation.
- Home broadband matters. A wired connection or a good Wi-Fi signal makes the biggest difference to call quality. Our hosted VoIP guide explains the network factors.
- Security is managed centrally. Sign-in through Microsoft 365 or the platform's own login, with multi-factor authentication where supported.
How we help
We set up the apps on staff laptops and mobiles, configure push notifications and call routing, and supply headsets where needed. Licences differ by platform: some are per user per month, while 3CX is licensed per system. Ask us for a quote.
Contact us to try a softphone on your own number before you decide.
Why choose your cloud phone system with Forever Systems
We are vendor-neutral. Forever Group supplies and supports several cloud phone platforms, so we recommend the one that fits how your organisation works rather than the one we happen to sell.
- Side-by-side comparison of hosted 3CX, Microsoft Teams Phone, Forever UC, Forever Teams and Webex Calling for your users
- Contact centre and call recording options matched to your call volumes and CRM
- Number porting, handsets and set-up handled for you, including the move off analogue and ISDN lines
- Connectivity checked so call quality is right from day one
- UK support for moves, adds, changes and faults
- For BT Cloud Voice, see our BT Business Partner site cloudvoice.cloud
We work with businesses, schools, charities and public sector organisations. We do not sell consumer phone services.
Want a vendor-neutral cloud phone system comparison and quote?
Tell Forever Systems what you need and we will come back to you by email with options, not a hard sell.
Contact usFrequently asked questions
What is a softphone app?
A softphone app is software that lets a laptop, tablet or mobile make and receive calls on your business phone system. It uses your business number and extension, so it works like a desk phone without the hardware.
Can I use my mobile as a business phone without showing my personal number?
Yes. With a softphone app, outbound calls show your business number or the company's main number. Your personal mobile number stays private, and the business number stays with the organisation if you leave.
Do softphones use a lot of mobile data?
Voice calls use far less data than video, so most users notice little difference. Staff who make many calls away from Wi-Fi should check their mobile tariff.
Why does my softphone not ring on my mobile?
The usual causes are push notifications being turned off, a battery-saving mode closing the app, or do-not-disturb settings. Allow notifications and exclude the app from battery optimisation.
Is Microsoft Teams a softphone?
With a Teams Phone licence and a PSTN connection, yes. The Teams app on Windows, Mac, iOS, Android or the web can then make and receive calls on a business number.