Softphones in the Government of Canada

Shared Services Canada (SSC) has rolled out softphones across the Government of Canada (GC) as part of the ongoing modernization of its voice services. Softphones provide secure, flexible communication tools that GC workers need to work effectively and provide high-value services to Canadians.

This page provides:

• information for GC workers on using their softphone
• information for departments and Chief Information Officers (CIOs) on roles, provisioning and policy requirements
• details on security and authentication
• help and guidance

For GC workers

Your softphone is integrated within Microsoft (MS) Teams, so you can make and receive calls from anywhere you have Internet.

Using your softphone

Softphones are available exclusively on GC-issued and managed devices. You cannot install or access the softphone service on personal devices.

Your phone number

• Every GC worker with an active GC email address is assigned a softphone number

Making or receiving calls

• Open MS Teams
• Use the dial pad to place calls inside or outside the GC

You will receive incoming calls (internal or external) the same way you would for any other MS Teams call.

When travelling

• Within Canada: Use your device as usual
• Outside Canada: GC devices must not leave Canada unless pre-authorized for official travel
  • Contact your departmental security team for guidance and a risk assessment before travelling internationally

Returning your mobile device or desk phone

If your role no longer requires a mobile device or desk phone (fixed line), speak with your manager about returning your device.

For departments and CIOs

As of March 31, 2026, softphones are now the default telephony service for all Government of Canada (GC) employees. SSC has assigned a softphone number to every GC worker with an active GC email address.

Roles and responsibilities

Departments are responsible for:

• defining employee user profiles
• determining telephony services based on operational requirements

Mobile devices should only be issued when required for an employee’s role.

Device lifecycle management

When mobile devices are no longer required, departments must ensure they are returned.

SSC manages returned devices by:

• reusing or refurbishing them
• recycling them responsibly
• redirecting them to community initiatives

Policy and standards

The Directive on Service and Digital sets out how GC organizations manage service delivery, information and data, information technology, and cyber security in a coordinated, digital-first way.

It also sets out the requirements for departments related to user and workpoint (user) profiles, as well as the provision of information technology.

• Appendix D: Standard on Information Technology User and Workpoint Profiles
• Appendix E: Standard on Information Technology Provisions

Security

Multi-factor authentication

Softphones are secured using GC-approved infrastructure and multi-factor authentication (MFA). MFA requires you to verify your identity using two or more methods, such as:

• something you know (password or PIN)
• something you have (code from an authenticator app or hard token)
• something you are (biometric)

As part of ongoing efforts to strengthen the GC’s security posture, departments are implementing hard tokens for MFA. Departments can request hard tokens from SSC through their client executive.

Hard tokens provide a secure alternative to mobile-based authentication and help reduce costs associated with smartphones that are used solely for MFA purposes.

To request a hard token, talk to your manager or contact your department’s CIO office.

Sensitive or protected communications

GC voice services do not currently support encryption for secure conversations.

For sensitive or protected conversations, use a Voice over Internet Protocol (VoIP) service with an approved encryption device.

Help and guidance

Need help?

For questions or more information about softphones, connect with your department’s client executive (accessible only on the GC network).

Related policies

• Directive on Service and Digital
• Appendix D: Standard on Information Technology User and Workpoint Profiles
• Appendix E: Standard on Information Technology Provisions

Related links

• SSC is modernizing how government communicates