Bria / eyeBeam FAQ

The following are some common questions from Bria and eyeBeam softphone users.

Setting Up Your Softphone

What is the difference between Bria and eyeBeam How do I start using Bria or eyeBeam What is a line and what is a SIP account What kind of headset should I use I want to use a USB phone or multiple sound cards. How do I do this How do I access the settings screen Where are my settings stored What are all the settings that can be changed with Bria/eyeBeam What ports need to be forwarded by my router What are the audio codecs that are provided for free What does it mean to enable/disable a SIP account Is Bria/eyeBeam compatible with Mac OS X Leopard

Using Your Softphone

How do I make a call How do I answer a call How do I make my speakers ring instead of my headset How do I record a call Can I record even when not in a call How do I add a Contact or create a new Group Why do I see a user as offline when I know they are online Can I log in from multiple computers What about my contact list How do I make a conference call How do I make a video call How do I send instant messages Can I use Bria/eyeBeam to send instant messages to my friends who use AOL/ICQ/Yahoo/MSN Messenger or Skype How do I delete Calls, Contacts or Groups How do I change my number How do I uninstall Bria or eyeBeam Where can I report bugs What are Open Standards and why does it matter

Troubleshooting

I dialed a number but it didn't work, why Why can I make calls with X-Lite but not with Bria or eyeBeam Why won't my license key take effect Why can't Bria/eyeBeam register with my proxy Why won't my username work with my proxy I click the voicemail icon and I am not connected to my voicemail why Why doesn't my Clarisys USB headset work with Bria/eyeBeam Why when I am in a call and I receive a second call, the remote party does not get a busy signal What does "use as outbound proxy" mean Can I re-use my license key on multiple copies of Bria/eyeBeam

Setting Up Your Softphone

What is the difference between Bria and eyeBeam?

See the Product Comparison Chart.
Product Comparison Chart

How do I start using Bria or eyeBeam?

You can purchase a copy of Bria or eyeBeam in the CounterPath Store. Be sure to check the System Requirements for Bria or eyeBeam before you make your purchase to ensure your product is compatible with your system.
You will require a subscription to a VoIP service (e.g. Vonage, BT, AT&T) or an IP-PBX connection (e.g. enterprise LAN) in order to use Bria/eyeBeam. To download Bria/eyeBeam to your computer, simply click the DOWNLOAD link. Save the installation file to your computer. Be sure to remember where you saved the file (the desktop might be a good place). Prior to installing Bria/eyeBeam, you will require the following information from your service provider: username, password, authorization name, domain.
Purchase Bria or eyeBeam in the Store System Requirements for Bria System Requirements for eyeBeam

What is a line and what is a SIP account?

A SIP account is an account you would get from your VoIP provider much like you would get an e-mail account from your ISP. A line is a virtual line as Bria/eyeBeam supports multiple phone calls at the same time.

What kind of headset should I use?

You will need a computer headset with a microphone. Some headsets have two separate connectors one for the microphone, and one for the speaker; you'll have to connect both to your computer. Alternately, you can use a headset which connects via USB.

I want to use a USB phone or multiple sound cards. How do I do this?

If you use a USB headset or USB phone or use multiple sound cards, you can configure which device by running the Tuning Wizard. You can run the tuning wizard by Right-clicking on the main Dial pad window and selecting Tuning Wizard.

How do I access the settings screen?

Right click on the LCD screen and select Options or select SIP Account if you want to access your SIP settings.

Where are my settings stored?

There are under C:\Documents and Settings\USERNAME\Local Settings\Application Data\CounterPath\eyeBeam (or Bria) where USERNAME is your windows login user name. The folder containing your settings is a hidden folder. To view hidden folders: 1. Open any folder in Explorer. 2. Choose "Tools" then "Folder Options". 3. When the multi-tabbed dialog box appears, select the "View" tab. 4. Select "Show hidden files and folders". 5. Click "OK" to close the dialog box.

What are all the settings that can be changed with Bria/eyeBeam?

There are over 3000 settings in Bria and eyeBeam. Please see the User Guides for details.
Bria User Guide eyeBeam User Guide

What ports need to be forwarded by my router?

You shouldn't have to forward any ports with your router as our STUN discovery process will discover the appropriate ports to use; however, if you still need to forward them, you can set a range to be forwarded under the Topology section of your SIP Account. Both SIP and RTP will then be sent within this range.

What are the audio codecs that are provided for free?

Narrow Band: G711a and G711u, iLBC, GSM, Speex, Speex FEC, DVI 4
Wide Band: Broadvoice 32, Broadvoice 32 FEC, Speex Wideband, Speex Wideband FEC, L16, DVI4 Wideband.
G.729 is included with the codecs for RegNow purchases (in the online store) of Windows clients.

What does it mean to enable/disable a SIP account?

EyeBeam and Bria support up to 10 SIP accounts. You can adjust which account is activated by enabling/disabling it.

Is Bria/eyeBeam compatible with Mac OS X Leopard?

Both eyeBeam 1.5 Enhanced and eyeBeam 1.5 Basic are supported on Mac OS X Leopard. If you have previously purchased eyeBeam, you should receive an automatic update to the Leopard-compatible build.

If you did not receive the update or are experiencing difficulties, please send an email to support@counterpath.com with a copy of your original order or order ID. You can find your order information from the RegNow Order Lookup page.
RegNow Order Lookup
Note: Bria is currently only available for Windows.

Using Your Softphone

How do I make a call?

There are several ways to make a call. Please note that you will require a subscription to a VoIP service (e.g. Vonage, BT, AT&T) or an IP-PBX connection (e.g. enterprise LAN). Input the number of the person you wish to call and press Enter on your keyboard or press the green Dial button. Right-click the contact in your Contact List and select "Call". Double-click the contact in your Contact List or the search result. Select contact in your Contact List and then click the "Dial button" in the middle of the dial pad. Drag the contact from your Contact List over to the main dial pad interface. For more details, see the User Guides.
Bria User Guide eyeBeam User Guide

How do I answer a call?

If someone is calling you, you will hear the sound of a telephone ringing and a call notification will pop to the front of the screen. You can decide at that time if you want to Ignore the call or answer it. Click on the green Dial button to answer a call. For more call answer options, see the User Guides.
Bria User Guide eyeBeam User Guide

How do I make my speakers ring instead of my headset?

You need to set the ring device in your settings (Options | Devices | Ring Device).

How do I record a call? Can I record even when not in a call?

Before recording calls make sure you have chosen the folder you wish to store your recorded calls in. Open "Settings" (Right-click on the main interface). Choose the directory by clicking on the "Choose Directory" button. Simply press the "REC" button on the main interface and your call (video or audio) will be recorded as an AVI file in that folder.

How do I add a Contact or create a new Group?

There are several ways to add a contact: During a call you can add a contact by clicking on the Add contact text in the main Dial pad windows. In your recent calls [Dialed, Received or Missed Calls] you can Right-click and add the contact to your Contact List. Click on the Calls and Contacts button and Add a Group or Contact.

Why do I see a user as offline when I know they are online?

It could be that the user you are trying to contact has set their Status to Offline. You can change your Status by clicking on the drop-down arrow beside the status icon.

Can I log in from multiple computers with Bria/eyeBeam? What about my contact list?

You can log in to Bria/eyeBeam from multiple computers (Bria/eyeBeam must be installed on each), but you won't have access to your contacts since this is stored locally (on the computer where you first installed it). You will have to add and authorize your friends once again. NOTE: You can Import and Export contacts in your Contact List. See the User Guides for details.
Bria User Guide eyeBeam User Guide

How do I make a conference call?

During a call with an individual, you can add participants one by one by clicking the CONFERENCE button on the main Dial pad interface and dialing a new number.

How do I make a video call?

Call the softphone user you would like to have a video call with. Make sure your video camera is properly configured by using the Tuning Wizard and that the user you are calling has a video camera and it is properly configured. Open the video window and make sure your video is enabled.

How do I send instant messages?

Right-click or Double-click on a contact in your Contact List.

Can I use Bria/eyeBeam to send instant messages to my friends who use AOL/ICQ/Yahoo/MSN Messenger or Skype?

Bria and eyeBeam use SIP [Session Initiation Protocol] and other open standards. They are interoperable with various SIP networks today including but not limited to: Free World Dialup, SIPphone, TerraCall, Iptel.org Currently none of the more well known IM networks (AOL/ICQ/Yahoo/MSN Messenger or Skype) use SIP or they are not choosing to be interoperable with other networks.

How do I delete Calls, Contacts or Groups?

Use your delete key on your keyboard to delete items or select the item to be deleted and click on the Call and Contacts button at the top of the IM window and then choose Delete.

How do I change my number?

Contact your service provider for more information.

How do I uninstall Bria/eyeBeam?

To uninstall, open your control panel (Start->Control Panel, or Start->Settings->Control Panel) and choose "Add/Remove Programs". Select Bria or eyeBeam from the list and click "Remove". If you just want to close the application without uninstalling it, go to the bottom right hand corner of your screen. There, in the system tray is the Bria/eyeBeam icon; click on it and choose "Exit" from the menu that pops up.

Where can I report bugs?

We appreciate the help to make Bria and eyeBeam a better experience for everyone please submit your suggestions, comments and questions to the Support Forum.
Support Forum

What are Open Standards and why does it matter?

An Open Standard is more than just a specification. The principles behind the standard, and the practice of offering and operating the standard, are what make the standard Open.

Bria and eyeBeam follow the open standards presented mostly by the IETF (Internet Engineering Task Force). Proprietary technology, not unlike Skype, will not automatically work with "off the shelf" standards compliant equipment and solutions. Bria and eyeBeam offer that flexibility. Proprietary technology, like what is used in some other IM and VoIP applications, leave the user at the whim of the provider or vendor deploying that technology. Bria and eyeBeam use SIP (Session Initiation Protocol), the leading protocol for open IP communications today. The SIP community is made up of thousands of engineers and a great many organizations collaborating and working together to make the future of IP communications more open and accessible for everyone.

To learn more about Open Standards and SIP, visit: IETF SIP Working Group

Troubleshooting

I dialed a number but it didn't work why?

You must have a subscription to a VoIP service from your service provider in order to use Bria or eyeBeam. If you have a subscription and are still experiencing problems, check your settings or contact your service provider.

Why can I make calls with X-Lite but not with Bria/eyeBeam?

If you are using the X-Lite, you will be able to connect only with one (1) other X-Lite user (X-Lite Demo Service) unless you have a subscription to a VoIP service provider. If you have a VoIP subscription and are experiencing problems as a result of upgrading from X-Lite to Bria/eyeBeam, ensure that your router doesn't block DNS packets from going through; Bria/eyeBeam use more advanced DNS queries to figure out the best proxy to use for your domain which X-Lite didn't support.

Why won't my license key take effect?

If you have recently upgraded to a newer version, your old license key may not work. Send e-mail to support at counterpath dot com with a description of your problem along with a copy of your original order, and your key will be replaced for you.

Why can't Bria/eyeBeam register with my proxy?

You need to make sure your credentials are still valid with your VoIP provider. If they are, try to enter host name of stun server as a default stun server cannot be determined by DNS query for your domain.

Why won't my username work with my proxy?

You need to make sure there are no dashes/plus/minus signs in your URI.

I click the voicemail icon and I am not connected to my voicemail.

Be sure to set your voicemail number in your SIP Account settings.

Why doesn't my Clarisys USB headset work with Bria/eyeBeam?

Please be sure that you have properly installed the drivers for your device. For a list of devices that have been proven to work with Bria/eyeBeam, see "Device Support" on the Product Comparison Chart.
Product Comparison Chart

Why is it that when I am in a call and I receive a second call, the remote party does not get a busy signal?

Bria/eyeBeam supports multiple incoming phone lines so similar to how call waiting works with PSTN telephones, your caller will not reach the same line you are using and thus not get a busy signal.

What does "use as outbound proxy" mean?

It means that all SIP messages issued by your copy of Bria/eyeBeam must be routed through your SIP proxy server.

Can I re-use my license key on multiple copies of eyeBeam?

No. You may only use a license for Bria/eyeBeam on a single machine. You must purchase multiple licenses to use on multiple machines.