Softphone License Agreement

  1. The softphone must be configured with an agreed underlying number that is associated with a UK address that will be part of the agreement to use it. This underlying number (different from the CLI in section 2 below) will be presented to the emergency services in the event of a call being made, for example to 999. Because the call originates from a VOIP device, the emergency services will ask the caller whether the address corresponding to the emergency is the same as the address associated with the underlying number.
  2. The softphone may be configured with a single CLI (Calling Line Identifier - the 'from' number that the called party sees), a withheld CLI or to allow the softphone user to select the CLI from a list. In any of these cases, the CLI must be a number that is either an X-on registered number, or a number that is permitted by the license holder to present to the network.
  3. The softphone license is granted to a named user of Surgery Connect, GP@Home or PhonePresence and that user must have a publicly available email address which will be authenticated on first use and may be re-authenticated at intervals.
  4. The softphone must only be used by the named license holder.
  5. Surgery Connect Extension Licenses are granted on a 'Maximum Concurrent Login' basis for the organisation. In the case that there are more Users configured than licensed Extensions, it will not be possible to exceed this maximum. You should contact your Account Manager to arrange additional User or Extension licenses.
  6. User Licenses are granted to named users. A user with a User License can always login to a device to make and receive calls.
  7. The maximum number of concurrent logins for the softphone assigned to a single user is limited to two (i.e. the softphone can be logged in on two devices).
  8. A user may only make one concurrent call, even when the softphone is logged on to two devices.
  9. The softphone works within a range of recent browsers on a list that is regularly updated and published. X-on cannot support browsers outside the published list.
  10. The softphone works on a wide range of platforms including PCs, Laptops, tablets and smartphones. X-on cannot guarantee to support all devices on the market or that the softphone will function on any particular device.
  11. The softphone needs to be logged in and shown in an active browser window in order to receive inbound calls. Customers and users need to ensure that the working environments and business process are suitable for softphone working. Other options are available that may be more suitable for mobile or infrequent users.
  12. The softphone requires access to audio and video devices on the platform (headset, speaker, microphone, camera) and will request permission to access these devices. Permission may be affected by organisational or local policies or by running third party software that monopolise use of the devices. X-on will endeavour to provide tools to diagnose such issues but cannot guarantee that they may be resolved when issues arise beyond X-on’s control.
  13. The softphone connects to X-on via the Internet or private networks, such as HSCN, using secure protocols. Configuration of networks and firewalls may impede access of the softphone to X-on servers and cause the softphone to partially or completely misoperate. X-on support staff will work with customers and IT partners to resolve issues on networks in cases where there is a willingness to assist in such resolutions. X-on cannot be responsible for third party costs in resolving network issues.
  14. The softphone requires a stable network environment with sufficient bandwidth (approximately 100kb/s to support voice calls and 500kb/s to support video calls) and low latency. The softphone will attempt to inform the user when bandwidth or latency fall below standard. This may change during the course of a call, particularly where the network is home broadband and/or shared with other activities. Where network connectivity causes continual problems, X-on recommends alternative calling connections such as use of mobiles.
  15. It is the responsibility of the user to ensure that called parties are informed where call recording has been configured and parties are able to exercise their rights to have call recordings suspended or deleted.
  16. Video calls must obey privacy policies and regulations appropriate to your organisation which are beyond the scope of this agreement.
  17. Video calls have additional bandwidth requirements at the patient’s end of the calls. Video calls may be transported over patient’s wifi or mobile broadband. X-on is constantly developing tools to detect and warn video call participants on issues arising from bandwidth restrictions but cannot guarantee any quality of service on third party networks.
  18. Video calls are subject to patients allowing access to camera, microphone and speaker on their smartphone or laptop.
  19. X-on is constantly working to improve the quality of all products and services and new features and improvements will be launched at the discretion of the company where it is considered that this will result in an improved quality of service.