Rollout schedule and information for GC workers

Shared Services Canada is rolling out softphones across the Government of Canada (GC) as part of the ongoing modernization of its voice services. This will provide GC workers with the modern and secure tools they need to work effectively and provide high-value services to Canadians.

Rollout schedule

To find out when your department is scheduled for deployment, consult the softphone rollout schedule on GCexchange (accessible only on the Government of Canada network). We are implementing this initiative in phases to ensure a smooth transition and minimal disruption.

Important information for GC workers

Softphones are available exclusively on GC-issued and managed devices. Employees will not be able to install or access softphone service on their personal devices. Once your softphone service is installed, simply open MS Teams to access the dial pad and place calls inside or outside the GC.

Phone number changes

Every GC worker with an active email address will receive a new softphone phone number.

Phone numbers required for critical operational and business functions, as well as toll-free numbers, may be exempted.

Mobility

Your softphone is fully integrated with MS Teams. This allows you to make and receive calls from anywhere Internet connectivity is available, supporting remote and hybrid work models.

Returning your mobile device: Talk to your manager about how to return your mobile or fixed-line device.

Softphone user guide

Check out the softphone user guide for step-by-step instructions, tips and troubleshooting support.

For details on the MS Teams 911 service, refer to the dedicated guide also available on GCexchange (accessible only on the Government of Canada network).

Security

Use in Canada: GC devices must remain in Canada unless pre-authorized for official business travel abroad.

Stay secure when travelling: When planning to use a GC device outside of Canada, you must consult your departmental security team for advice and a risk assessment to ensure your device stays secure.

Security

Softphones are secure and protected with 2-step verification. The softphone service leverages existing GC-protected infrastructure, including cloud technologies, for routing calls.

Softphone data protection is in place at the same level as existing telecommunication services, including cellular services.

Sensitive or protected communications

GC voice services do not support encryption for secure conversations. For enhanced security, use a Voice-over Internet Protocol service with an approved encryption device.

Multi-factor authentication

Currently, federal departments are responsible for deploying, implementing, supporting and maintaining their own multi-factor authentication solution. Through their client executives, departments can request hard tokens from SSC to replace mobile multi-factor authentication for GC workers whose profiles do not allow the use of a mobile device.

SSC will replace the current multi-factor authentication process through mobile devices with hard-token authentication.

A hard token is a physical device, like a USB key, used to verify a GC worker’s identity.

When prompted for multi-factor authentication, workers simply enter their PIN and touch the hard token to complete validation.