Open navigation

Troubleshooting Bria Softphone

The Bria Desktop Softphone is a 3rd party Softphone solution that is compatible with your UniTel Voice services. This is a separate Softphone that can be used by UniTel Voice customers, on eligible plans.


Troubleshooting FAQs: Getting Setup

If this is the first time using Bria and you are experiencing trouble making and receiving calls, the most common reason is an incorrect setting in the "Voice Configurations" screen of the Bria Teams web interface.

Please confirm you have followed the steps in our guide Install and Configure Bria Teams Guide

If you observe an error 408 or 503 in the Bria Softphone screen, and have confirmed your Voice Provider settings, the issue may be with your local network/firewall settings.


To correct this perform the steps below:

Please note: Bria Teams softphone should be closed when configuring Voice Services through the Bria Team Web Portal. Changes made in the Bria Teams web portal will not take effect in the Softphone application until it is restarted.

Verify correct Domain settings:

  1. Login to the Bria Teams portal
  2. Navigate to tab Voice & Video
  3. Click Edit Configuration
  4. Update the value in the field "Domain". Make sure it is sip.unitelvoice.com
  5. Save the change.
  6. Restart the Bria Softphone application on your computer and confirm the issue is resolved.

Enable STUN settings:

  1. Login to the Bria Teams portal
  2. Navigate to tab Voice & Video
  3. Click Edit Configuration
  4. Update Firewall Method to STUN
  5. Update "Firewall Server URL" to: stun.counterpath.com
  6. Save the change.
  7. Restart the Bria Softphone application on your computer and confirm the issue is resolved.
  8. Additional details can be found on Counterpath Support Center: 


Configure Alternate Port for SIP Traffic:

  1. Login to the Bria Teams portal
  2. Navigate to tab Voice & Video
  3. Add new Voice Configuration
  4. Choose "Have your own PBX or SIP Server / Configure SIP Settings
  5. Populate the Voice Configuration settings as identified in the image below:
  6. Don't forget to click Save and Close to create the new Voice Configuration
  7. Navigate to Team Members tab.
  8. Click the name of the Team Member affected by the voice issue
  9. In the Voice Service dropdown, choose the new profile "UniTel Voice Alt Port 1221" and click Save & Close. 
  10. Restart the Bria Softphone application on your computer and confirm the issue is resolved.


Troubleshooting FAQs: Using Softphone


Did you find it helpful? Yes No

Send feedback
Sorry we couldn't be helpful. Help us improve this article with your feedback.