Getting Started

To start using the application on your desktop device, you need to:

• Open an email from your PBX Administrator that contains links for downloading the apps, your authentication credentials and a QR-code for easy access to your account.
• Click on the  or  icon to download the app, suitable for your Windows or Mac device.
• After installing the app on your phone, click on the app icon  to launch the app.
• To log into the app, you can enter your Authentication Credentials manually or scan a QR-code provided in the email you received from your PBX Administrator.

Login screen

To start using the app on your Mac or Windows PC click on the app icon  in the launchpad (Mac) or in the Start menu (Windows). Then enter the authentication parameters provided in the email you received from your PBX Admin as shown below.

After you have entered your domain name, click the Login button to start the app.

If you receive any errors during the authentication process – please check if the information you entered is correct and you have a stable internet connection.

User Interface Overview

After you’ve logged into the app, you’ll see a user interface as shown on a screenshot below:

The navigation panel on the left side of the desktop app has following tabs:

Speed dial. In this tab, you or your PBX administrator can add phone numbers, emergency contacts, and buttons for quick access to various PBX features.

Users. This is where you can find your colleagues contacts and all internal office phone numbers

Chats. Here you can chat with your team, share files, photos, etc., and send SMS to your external contacts (only if SMS feature is enabled for your account in the admin portal).

 Calls. Here is where you can dial a phone number to make a call and view the history of all the calls you’ve made.

Contacts. This is where all your external contact, like clients, partners, etc., are listed.

Menu. Here you can find all the app settings, including your profile and presence status selection.

User presence statuses

With the help of various user statuses your mobile app allows you to share your availability with the team and check the availability of your colleagues. There are 5 different states a user can have:

Online. This state shows that user is currently online and able to receive calls and messages.

Away. This state indicates that user is currently out of his work place. Does not affect the ability to receive calls and messages.

Busy. In this state all incoming calls will be blocked but user will still be able to receive messages.

Offline. Offline Users cannot receive neither calls nor messages.

At the desk. You can set this status manually if you have a desk phone connected to your Phone System and you would like for all incoming calls to be routed first to this desk phone. Meanwhile your mobile apps will receive incoming calls with a set delay.

Changing your presence status

To change your status:

1. Select Menu Tab and click on your current state description below your name.
2. In the drop-down menu choose the state you want to take.
   

Contacts and Users tabs

In the Users tab, you can see all your colleagues with their presence statuses.

While the Contacts tab contains all your external contacts – customers, suppliers, etc.

How to find a contact

To find a particular contact from your list, simply enter this contact’s name in the Search bar

How to add and delete a contact

You can add personal external contacts to your contacts list. The details of such contacts will be available to you only.

To add a personal contact:

1. Click theicon on the right of the tab name.

2. In the drop-down menu choose “Create contact”.

3. In the New Contact window, enter the contact’s name and any other details.

You can add any type of information about your contact by clicking theicon.

To delete a personal contact:

1. Click the right mouse button on the external contact you would like to delete while in the “Contacts” Tab.

2. In the drop-down menu choose the “Delete” option.
   

Viewing and editing contact details

A contact’s profile can contain all information about a contact – name, company, job title, phone, email, etc.

To edit information about the contact, click on theicon and select the “Edit contact” button in the drop-down menu.

After you’ve finished editing a contact’s details, click the Save button to save changes.

Or click on anicon to close contact details and discard the changes you made.

Call history

You can view the history of all your incoming and outgoing calls through the Calls tab.

Click on the arrow icon to switch between displaying all calls and only missed ones.

Delete call history

To remove a call from history right-click on the call entry and select Delete call from the drop-down menu.

To remove multiple calls from your call history at once:

1. Right-click on any call record.

2. Click on Select multiple from the drop-down menu.

3. Select the records you would like to delete. You can click on a specific date to select all entries from that date.

4. Click on Delete to remove entries.

Outgoing calls

There are several ways you can make an outgoing call from the desktop app:

OPTION 1

1. Right-click on a contact, chat, or call record in any of the tabs.

2. Select Dial from the drop-down menu to make an audio call.

OPTION 2

1. Left-click on a contact, chat, or call record to open a chat.

2. Click on the icon to initiate an audio call or click on the icon to initiate a video call (available only for Users).

OPTION 3

1. Enter a contact’s name or phone number in the Search bar.

2. Press Enter or the icon to make an audio call.

OR

Open the dial pad by clicking on the icon in the Search field to call extensions or external numbers.

Incoming calls

When you receive an incoming call:

1. An Active Lines panel will appear under the Search Bar.

2. Click on theicon, to answer a call, or theicon, to drop it.

If you have an open chat with a caller during an incoming call, a Call panel will appear at the top of the Chat panel.

On incoming calls, a Call panel has the following buttons:

–  to mute a ringtone,

–  to answer a call with audio,

–  to answer with a video on,

–  to cancel it.

If you have other applications on top of your screen when receiving an incoming call, you can handle an incoming call with the help of a notification window that will automatically pop up.

Depending on the option selected in General Settings, a pop-up window will have one of the following looks:

OR

During a call: Hold, DTMF, Recording

During a call, you can transfer a call, put a call on hold, create a conference, and much more. You can access those features by utilizing the UI components described below:

1. Call panel. You can access a call panel by clicking on a contact you’re currently talking to in the list of contacts, chats, or calls, or by double-clicking on an Active Line.

2. Active lines panel. This is where all your active calls will be displayed.

3. Pop-up window. This panel will automatically pop up if a contact you’re talking to is not selected in the tabs panel.

Put a call on hold

To put a call on hold:

Click theicon on the Call panel or in the  Pop-up window.

OR

Click on theicon in the Active Lines panel and choose Hold from the dropdown menu.

To resume a call from hold:

Click the same icon again to resume.

How to send DTMF-signals

Click on theicon on the Call panel or at the Pop-up window to open the dial-pad. You can use it to send a DTMF signal during a call.

Please, note that the dial pad from the Search Bar area doesn’t transmit DTMF signals.

Turn personal call recording on/off *

To turn the call recording on/off during a call:

Click theicon on a Call panel or Pop-up window.

OR

Click on theicon of an Active Line and select Recording from the drop-down menu.

*Please check the availability of this feature with your PBX Administrator.

Call transfer

Blind transfer

To transfer a call:

1. Click the Transfer iconon a Call panel or Pop-up window.

OR

1. Click on the menu iconof an Active Line and select Transfer from the drop-down menu.

2. Choose a contact you want to transfer a call to from the list or enter a new phone number in a Search field and click on the Blind transfer icon.

Attended (warm) transfer

To make an attended (warm) transfer:

1. Follow steps 1 and 2 like for Blind Transfer but press the Attended transfer button instead.

An additional active panel will appear for the second active call while the first active call will be put on hold automatically.

2. Click on the Transfer button at Active Line or Pop-up window.

Alternatively

You can also transfer a call in the following way:

1. During an active call, initiate a new outgoing call. The current call will be placed on hold automatically.

2. Click on the Transfer button at Active Line or Pop-up window.
   

Call parking *

Call Parking feature allows you to put a call on hold from one extension (or device) and retrieve it from another extension (or device) with permission to do so.

To park a call:

1. Click the transfer iconon a Call panel or Pop-up window.

OR

1. Click on the call menu iconof an Active Line and select Transfer from the drop-down menu.

2. Choose a parking slot from the “Parking” list, then confirm action. The current call will be parked, and your Active Line will be released.

Note: if all parking slots are busy, you will not see any parking slots in the list.

Retrieve a parked call

A parked call will be displayed under the Search Bar. It will be visible to all your colleagues, and they will be able to pick up this call from a parking slot. Click on the phone icon to retrieve a call.

* Please check the availability of this feature with your PBX Administrator.

Adding participants to a call

To make a conference during a call:

1. While you are on a call with the first participant, make an outgoing call to a person you want to add to the conference. Thus putting the first participant on hold.

After you’ve successfully connected with the second participant:

2. Click the Merge buttonon the Active Line or Pop-up window. Your two active lines will merge into one.

Repeat the above steps to add more participants to a conference.

Audio&video calls in group chats

To organize an audio conference with predefined lists of participants, you need to:

1. Create a group and add participants from the list of users.

2. Open a group chat you’ve created and click on theicon at the top right corner.

To create a video meeting, click the “video” button and confirm the action.

If you don’t see a video button, it means that this feature is disabled for your account. Please contact your system administrator for more information.

Your desktop app allows you to add additional notes to each call. You can add a call purpose and add comments with the details of your conversations.

This feature helps you to note down essential parts of information during long conversations and have a better track of your communication history with customers.

To add notes during a call, click on the icon to open the Call Info panel. You can add a new subject manually or choose an existing subject from a drop-down list.

Use the Comment text area to add comments to a call.

To view/edit information after a call:

1. Open your conversation history with a contact. You can do that by switching to the ‘Calls’ tab and selecting a contact from the list of your calls.

2. Tap on a ‘View details’ link of a call you’d like to add details to.

Working with call recordings *

1. Open your conversation history with a contact.

2. Find a call you would like to listen to and press theicon.

To download a call recording:

1. Open your conversation history with a contact.

2. Find a call recording that you would like to download and press the View Details link.

3. Click on theicon to save this call’s recording to your computer.
   

* Please check the availability of this feature with your PBX Administrator.

Chats and messages *

Using the desktop app, you can send a text message to a colleague directly via ‘Personal’ chat or to a group of colleagues using a ‘Group’ chat.

The ‘Chats’ tab is where you can find all your chat conversations and all the messages you’ve sent and received.

This is also where you can create a new ‘Personal’, ‘Group’, or ‘SMS’ chat.

How to pin a chat in the list

To pin a chat:

1. Click on theicon at the top side of the Chat panel.

2. Select Pin chat. Now, this chat will be listed above the others.

3. Do the same procedure to unpin chat.

* Please check the availability of this feature with your PBX Administrator.