SmarterTrack 9.x Help
This documentation is for a product that is no longer supported by SmarterTools.

VoIP Accounts

This feature is only available to administrators using SmarterTrack Enterprise and the SmarterTrack Communicator add-on.

Administrators are able to add VoIP accounts directly into SmarterTrack, which means that all settings, profiles and agent information can be pushed to any desktop or laptop an agent logs into. This greatly increases an agent's flexibility and also limits the amount of management and adminstration needed. VoIP accounts are only compatible with SmarterTrack Communicator.

To view or manage VoIP accounts in the system, click the settings icon. Then expand System Settings and Setup and click VoIP Accounts in the navigation pane. A list of accounts will load in the content pane.

In general, the following columns are available:

  • Checkbox - Use these boxes to select multiple surveys. Surveys must be selected before choosing an action from a toolbar.
  • Agent - The name of the agent.
  • Group - The group the agent is assigned to.
  • Phone Number - The phone number assoicated with the agent.

In general, the following options are available from the content pane toolbar:

  • New - Creates a new VoIP account.
  • Edit - Click this button and select the appropriate account to edit.
  • Delete - Permanently deletes the selected account.

Creating a New VoIP Account

To create a new VoIP account, click New in the content pane toolbar. This will open the VoIP account editor, which can be used to create the new account.

Options Tab

This tab allows the administrator to specify basic information regarding the account. The available options are:

  • Agent - The agent the VoIP account is being created for.
  • Group - The group the agent belongs to.
  • Country Code - The country code associated with the phone number.
  • Phone Number - The agent's phone number. A direct line is not required.
  • Extension - The agent's extension.
  • Max Phone Lines - The maximum number of phone lines the agent will have available.
  • Min Call Log Length - The minimum amount of time a call needs to last before a call log is automatically created.

As SmarterTrack Communicator is a SIP-compliant softphone, a phone server's SIP information is required for each VoIP account that is created. In most cases, this informaiton can be taken directly from the phone server itself.

  • VOIP Username - The agent's VoIP username as it appears in the phone server.
  • VOIP Password - The agent's password as it appears in the phone server.
  • SIP Server - The phone server's SIP address (e.g.,
  • SIP Port - The listening port used for SIP. The default is 5060.
  • SIP Domain - The full domain for the SIP phone server (e.g.,
  • SIP Auth Name - The username the phone server assigns to the agent.
  • Outbound Proxy Server - The address of the outbound proxy server, if one is being used.
  • Outbound Proxy Port - The port used by the outbound proxy server.
  • Use Session Description Protocol (SDP) - Check this box in order for the phone server to pass session information to SmarterTrack Communicator. For example, session announcements or session invitations.

Simple Traversal of UDP through NATs (STUN) is a protocol for assisting phone servers that are behind NAT firewalls and/or routers.

  • STUN Server - The STUN server's address (e.g.,
  • STUN Port -
  • The STUN server's port. The default is 3478.