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WorkPhone FAQs

1. How do I keep WorkPhone Android app alive in the background

If WorkPhone is closed, you will not get incoming calls; it's important to configure your Android phone optimally for using a softphone app. To stop your Android phone from killing apps in the background, there are some simple steps you can follow:

  1. Swipe down and tap the Settings icon in the Quick Settings menu; this action opens your phone’s Settings app
  2. Select Battery
  3. At the top right corner of the next page, tap the three-dot icon representing More
  4. On the next screen, you’ll see a list of apps Not optimized (whitelisted)
  5. Tap Not optimized at the top of your screen and choose All apps in the drag-down menu
  6. You’ll see all the apps not whitelisted, meaning they’re killed in the background when not in use
  7. Scroll down the list and tap on any app you want to be included in the whitelisted list so it runs at all times
  8. Select Don’t optimize

Also, the app should be reopened at least once a week to ensure it fetches the sip device regularly, it doesn't refresh every time it's opened from the background.

2. How do I resolve the error "User Denied Media Access on Desktop

If you cannot make or receive calls due to the following error message "User Denied Media Access", this issue is related to the microphone settings on the device you're using. Ensure that you have given WorkPhone app permission to use the microphone. This usually is allowed during set up but to check app permissions in Windows: Start > Settings > Privacy & security > Microphone

Other steps to resolve:

3. WorkPhone is not receiving notifications
  1. Check that you have enabled Notifications in your app settings.
  2. On Android, check that battery saver is turned off.
4. Getting a white screen on outbound calls

There are several reasons why you might have some app glitches which are true for all applications. If you are running multiple instances of web browsers, apps and so on, the cached app data can accumulate and result in some display or performance issues. A combination of the following steps should resolve the issue.

  • Reboot your operating system regularly
  • Check your device drivers are up to date
  • Clear your browser cache and clear app data in the system.

To clear app data on Windows:

  • Press the Windows logo key + R to launch the “Run” App.
  • In the Run app, type %temp% and hit enter.
  • This will open the temporary files folder in the AppData app.
  • Now, press “Ctrl + A” on your computer to select all the temporary files.
  • Press “Delete” to delete all the temporary files in the folder.
5. When should I choose Migrate SIP Device instead of Create New SIP device?

When a user installs WP for the first time it creates a SIP device in the hosted PBX. The device information in Smart PBX will indicate which platform the app was installed on, e.g. Desktop PC (macOS or Windows), Android (version), Web (Browser) etc..

If your account has a license for one WorkPhone device and you want to use the phone on another device you can migrate the SIP information to the other device and revert back to the original device as needed. This is also useful when you have lost or replaced a phone or laptop and need to reintall WorkPhone.

If your account has a license for unlimited WorkPhone devices and you want to install a second version on laptop, Android, web, you can select Create New SIP device each time. You will then have multiple SIP devices on the PBX and can even move calls between them if needed.

For information on the steps to migrate between devices or create a new device, see WorkPhone Devices.