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why is my Softphone not Ringing

Softphone Not Ringing? How to Fix Sleeping Tabs and Other Common Issues

Softphone not ringing? If you’re using softphone in your web browser and you’re missing incoming calls or your softphone is not ringing at all, the cause may be simpler than you think: Your browser may be putting the softphone tab to sleep.

What’s Happening?

Modern browsers like Microsoft Edge and Google Chrome have a performance feature called Sleeping Tabs. It automatically suspends unused tabs to save memory and power.

While helpful in many cases, it can cause issues for softphones, causing softphones to not ring or deliverreal-time notifications when tabs are inactive.

Common Symptoms

  • Softphone Not Ringing unless the browser tab is open and active
  • Incoming calls are missed or go to voicemail
  • Call notifications only appear when you click back into the tab
  • Audio permissions are not working consistently

How to fix Softphone Not Ringing Issue: Disabling Sleeping Tabs

For Microsoft Edge:

  1. Click the three-dot menu (top-right corner) -> Settings
  2. Go to System and performance
  3. Under “Optimise Performance”, turn off “Save resources with sleeping tabs”
  4. Add your softphone URL to the “Never put these sites to sleep” list
  5. Click the padlock icon in the address bar
  6. Set the following permissions to Allow:
    • Pop-ups and redirects
    • Microphone
    • Notifications
  7. Refresh the tab

Download How to keep my softphone active Guide (PDF)

For Google Chrome:

  1. Log in to your VoIP Express softphone
  2. Click the site icon (two circles and lines next to the URL)
  3. Select Site Settings
  4. Set the following to Allow:
    • Pop-ups and redirects
    • Microphone
    • Notifications
  5. Refresh the tab

Download How to keep my softphone active google chrome Guide (PDF)

Learn More About VoIP Express

Want to get the most out of your softphone? Explore all the features available with VoIP Express by Databox Solutions

Or visit the official site for additional product information: voipexpress.com.au

Need Help with Setup?

If you’d rather have someone set it up for you, our team can help. Visit our Managed IT Services page to see how we support businesses with browser, phone, and software configurations.

Extra Tip:

Prefer to avoid browser issues entirely? Databox has arange of desktop phones with the convince of plug and play allowing you to work from anywhere with an internet connection. Contact us for details.

Other Possible Causes & Fixes

Browser Permissions

Ensure the site has permission for the microphone, notifications, and pop-ups. Without these, your browser-based softphone cannot function properly.

Caller ID Marked as Spam

If your number is flagged incorrectly by services like Truecaller or Hiya, some incoming calls may be blocked or misrouted. You will need to fix the incorrect caller ID.

Battery or Power Saving Settings

Mobile devices and laptops might suspend background processes. Exclude your softphone app or tab from battery optimisation or sleep mode.

SIP ALG or Router Settings

Some routers interfere with VoIP traffic. Disable SIP ALG and ensure the correct ports (5060, 5004) are open.

Antivirus or Firewall Blocking

Overly strict firewall or antivirus configurations can block softphone apps. Whitelist your softphone application or domain.

Outdated Software

An outdated softphone app or device OS can cause bugs or incompatibility. Always use the latest versions.

Expired or Incorrect SIP Credentials

Check with your provider to ensure your SIP login is active and correctly configured in your app.

Poor Internet Connection

VoIP quality heavily relies on network performance. Lag, jitter, or packet loss may prevent calls from connecting or ringing correctly. We recommend using a wired Ethernet connection whenever possible and prioritising VoIP traffic in your router’s Quality of Service (QoS) settings.

Application Conflicts

Running multiple softphones or VoIP tools simultaneously can lead to port conflicts or missed calls. Try closing other communication tools temporarily to see if the issue resolves.

Still Having Issues?

We’re here to help.
Call us: 1300 603 404
Email us: contact@databoxsolutions.com.au