Getting Started

How to start working with your Desktop App

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

1. 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.

2. Click on the icon to download the app suitable for the Operating System on your desktop device. 

3. After installing the app on your device, click on the app icon to launch the app.

4. To log into the app, you can enter your Authentication Credentials provided in the email you received from your PBX Administrator.

Login screen on Desktop

To start using the app on your Mac or Windows PC, click on the app icon in the launchpad (Mac) or Start menu (Windows). Then enter the authentication parameters 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’re using a Proxy server to access the Internet, click on the Settings button to open the app’s proxy settings:

In case of any errors occurring during the authentication process – please check if the information you entered is correct and if you have a stable internet connection.

User Interface Overview

User interface in Desktop app

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

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

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

Users. This is where you can find your colleague’s 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 the SMS feature is enabled for your account in the admin portal).

The Calls tab is where you can dial a phone number to make a call and view the history of all your calls. 

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

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

User presence states in Desktop app

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 the user is currently online and able to receive calls and messages. Away. This state indicates that the user is currently out of his workplace. Does not affect the ability to receive calls and messages. Busy. In this state, all incoming calls will be blocked but the user will still be able to receive messages. Offline. Offline Users cannot receive calls and 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: Select Menu Tab and click on current state description below your name. In the drop-down menu choose the state you want to take.

List of hotkeys

You can view all the available hotkeys in the Hotkeys settings tab.

Contacts

Contacts and Users tabs in Desktop app

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 in Desktop app

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 in Desktop app

To view or edit contact details, click on the iconin the upper right corner of the chat panel.

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.

Speed Dial tab on Desktop

Speed dial list can contain phone numbers for a one-click call and indicators showing states of various features of your phone system.

You can add any contact or a phone number to your speed dial list. To do so: Click on the plus buttonat the right side of the tab name. Choose the Speed dial list from a drop-down menu.

In an Add Number window select which contact or user you would like to add to the list by clicking on it.

OR

Enter a new phone number in the search field and click on the New number item below to add it to the speed dial.

Block numbers in Desktop app

You can block incoming calls and SMS from the selected contacts and phone numbers.

NOTE: Blocked contacts are shared across your entire organisation, so if you block a number, it will also appear on other users’ blocked list.

How to block a new contact

To block a new number: Navigate to Menu > Blocked. In the text field, enter the phone number, then click on that number under the “New contact” header. In the appeared pop-up, optionally specify the contact name and the reason for blocking this number. Press the “Block” button to confirm.

How to block an existing contact

To block an existing contact: Navigate to Contacts tab. Find and select the contact in the list. In the contact profile, click on the three-dots menu and select “Block”. Alternatively, right-click on the record in the contact list and in the context menu select “Block”.

How to unblock a contact

To unblock a blocked contact: Navigate to Menu > Blocked. Find and select the contact in the list. In the blocked contact profile, click the “Unblock” button.

Call Handling

Call history in Desktop app

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 call in Desktop app

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.

Working with incoming call in Desktop app

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 on Desktop

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 in Desktop app

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 on Desktop *

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.

Creating Conference calls in Desktop app

There are two ways to initiate a conference call from your desktop app:

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.

Remove participants from a conference on Desktop

To remove participant from a conference:

1. During an ongoing conference call, click on the “Remove participant” button to open the list of participants.

2. In the participant list, hover over the user or contact you want to disconnect from the conference, then click the three dots and in the opened menu select Drop call.

How to add notes to a call in Desktop app

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 on Desktop *

To playback a call recording:

Open your conversation history with a contact. 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.

Switching a call between desktop and mobile app

You can seamlessly transfer a live call from your desktop app to your mobile app, or from your mobile app to your desktop app, with no interruption. This is useful for taking your work on the go.

iOS

1. To switch an active call, open the iOS app while on an active call, then tap the notification at the top of the app:

2. Press Confirm to switch a call.

Android

1. To switch an active call, open the Android app while on an active call, then tap the notification at the top of the app:

2. Press Confirm to switch a call.

Desktop (Windows/macOS/Linux)

1. To switch an active call, open the desktop app while on an active call, then click on the notification at the top of the left side panel of the app:

Enabling Click-to-Call (Windows)

The click-to-call (or click-to-dial) feature lets you dial phone numbers by clicking specially formatted links on websites, CRM or other web or native applications.

How does it work?

It works by associating the desktop client (currently supported on Windows only) as a default app for the tel: and callto: protocols in the operating system. After that, the system will launch the associated app when clicking on the tel: or callto: links in any web or native application that supports functionality.

On the web pages where phone numbers are not formatted as either tel: or callto: links, you can install a browser extension (e.g., Telephone Number Detection) that parses a web page and turn any phone number it could find on the page into the properly formatted links, enabling click-to-call functionality.

Enabling click-to-call

First, install the desktop app on your Windows device.

On the Start menu, select Settings  > Apps > Default apps.

Scroll down and navigate to Choose defaults by link type (or Choose default apps by protocol in Windows 10).

In the list of protocols, associate the app to the CALLTO and TEL protocols.

The click-to-call functionality now must be enabled.

Highlight-To-Call

The Highlight-To-Call feature allows you to highlight a phone number anywhere on the computer screen and automatically make a call via the Softphone app on Windows.

How does it work?

1. Your desktop app must be launched and logged in with your user account.
2. Highlight a phone number in any native app, like a web browser, Word, Acrobat Reader (PDF), etc.
3. To dial the highlighted number via the desktop app, press the Pause/Break button or CTRL+F6 combination.

Chats and Messages

Chats and messages on Desktop *

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.

Creating a chat / Sending SMS in Desktop app *

To create a chat or send an SMS: Click on anicon at the right side of the tab name. Choose Create Chat from a drop-down menu. Select a User from the list to create a personal chat. OR Enter a phone number in the search field and choose an external contact to create an SMS chat. *

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

Text messages on Desktop

There are 3 types of messages in the desktop app:

1. Standard text message.

You can send standard text messages in any personal or group chat. Just enter your message in the input area and press “Enter”.

2. Important message.

You can mark any message as Important for yourself so that it will be easier to find it in the future. To do this, just click on theicon above the message.

3. SMS message. *

SMS messages can be sent only to external numbers or extensions. Select an extension or contact from the Users or Contacts tab. If this function is available, an SMS label will appear in the input area:

Note that a proper connection must be established by the Admin in order to send SMS messages. If you can’t see the SMS label, please contact your organization administrator.

In case you have multiple SMS numbers, to select the number you’d like to send an SMS from, please perform a context click on the Send icon (two-finger tap on the trackpad or Control + click). A menu will appear, allowing you to select which number to send the message from.

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

There are two types of message status:

1. Delivered

2. Read

Replying to a message in Desktop app

Replying with a quotation is used when you want to reply to a specific message in a chat.

To reply with a quotation:

1. Left-click on theicon above the message to which you would like to reply.

2. You will be able to see the message to which you are replying at the top of the Message Input Area.

3. Write your message and press Enter to send it.

Press ESC or click on theicon to cancel the reply action.

You can jump to the replied message by clicking on theicon:

Sharing messages in Desktop app

To share a message, file, or call record from one chat to another:

1. Left-click on theicon above the message, file, or call record you would like to forward.

2. Select Share from the drop-down menu.

3. Choose contacts or a group chat you want to forward a message to from the list and click Share.

Sending a file in Desktop app

To send a file:

1. Open the chat with the person you want to send the file to.

2. Click on theicon at the right side of the Message Input Area.

3. Choose a file you would like to send.

You can also use drag-n-drop to send files into a chat and send files, images, and text from your clipboard by pressing Ctrl-V in the Message Input Area.

Sending a voice message in Desktop app

To send a voice message:

1. Open the chat with a person you would like to send a voice message to.

2. Click theicon at the right side of the Message Input Area.

3. Click theicon at the center of the Message Recording Panel to start/pause the voice recording.

4. Click on the chaticon to send your voice message.

To cancel the recording of a voice message, just click on theicon at the upper-right side of the voice recording panel.

Search in chat on Desktop

You can search for information in chat using various filters:

1. Click on theicon near the username or chat name.

2. Select Search from the drop-down menu.

3. In the Search area type a keyword to search for a message.

You can filter search results by:

–  show only calls.

–  show only favorite calls and messages.

–  show only messages containing web links.

–  show only files.

You can jump to the timestamp of the searched result by clicking on theicon and selecting Go To in the drop-down menu.

Remove chat history and messages in Desktop app

To remove a message:

1. Click on theicon near the message you want to delete.

2. Select Delete from the drop-down menu to remove a message.

To remove chat history or a chat itself: Click on theicon near the username or chat name. Select Delete chat or Delete messages from the drop-down menu accordingly.

Creating a group chat in Desktop app

To create a group chat:

1. Click on the plus buttonat the right side of the tab name.

2. Choose Create group from a drop-down menu.

3. In a New Group window enter the name of a group chat and choose participants you want to add to a group chat.

Click onif you’d like to give a user admin rights. The highlighted label means a user will have admin privileges.

4. Click on the Create group button.

Managing participants in a group chat on Desktop

Adding/removing users in a group chat

Only administrators and the ones who created the group can add or remove participants.

To add/remove a participant: Open a Chat Details panel by clicking on the icon at the top right corner of a chat panel. Click on theicon.

3. Click on users to add or theicon next to their names to remove them from a group chat.

4. Click on the Save button.

Adding admins to a group chat

You can assign Chat Admins only to a group chat that you have created or during the chat creation process. A Chat Admin can add and remove participants in a group chat.

To assign a Chat Admin: Open a Chat Details panel by clicking on theicon at the top right corner of a chat panel. Click on theicon next to the participant you want to make a chat admin. Select Administrator from the drop-down menu to assign or remove admin privileges.

Settings

General App Settings in Desktop app

You can configure a pop-up window during incoming calls and voicemails, trigger auto-recording of all calls as well as set the storage location for records in the General section. All forwarding rules, as well as enabling the possibility to receive a second call can be set in Call settings. Device selection for speakers and microphone in the Audio section. All camera-related features for video calls can be found in the Video section.

1. Variants of pop-up window during incoming calls.
2. Turns automatic pick-up of incoming calls after a specified period on/off.
3. Opens custom web pages in an external browser or within the app.
4. Import a list of contacts from a CSV file into the app.
5. Turns notifications about external audio devices’ connection on/off.
6. Enables recording of all calls. *
7. Allows to store copies of call records on a local hard drive. *

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

Call Settings in Desktop app

To open the desktop app settings, click the Menu Tab and select the Settings item from the list.

PBX features and forwarding rules

Your desktop app can receive multiple calls simultaneously. The number of calls the app can receive is specified in the Number of inbound lines box in the Calls Settings tab. However, you will need to enable the Call waiting function first. If Call Waiting is enabled, the number of inbound lines will be set to 2.

1. Call waiting allows you to suspend an existing phone call to answer a second call.

2. Enable/disable voicemail.

3. Turns ON/OFF unconditional forwarding of all your calls to the phone number set below.

4. Turn ON/OFF call forwarding to the following number, in case you are not answering the phone within a set number of seconds.

5. Number of calls the app can receive simultaneously.

6. Turns ON/OFF forwarding to a phone number when your app is offline.

7. Turns ON/OFF call forwarding to a phone number when all your lines are Busy.

Audio settings in Desktop app

1. Jitter buffer length control (helps to improve call quality in case of unstable internet connections).

2. Microphone level control bar. Next to it – Microphone testing button.

3. Playback device level control bar. Next to it – Playback sound testing button.

4. Ringtone level control bar. Next to it – ringtone sound testing button.

5. Turn Echo Cancellation on/off.

6. Record Device selection.

7. Automatic control of the microphone level.

8. Playback Device selection.

9. Automatic control of the playback level.

10. Ringtone playback device selection.

Video settings on Desktop

1. Turn on your video camera for testing.

2. Maximum allowed video resolution during a call.

3. Turn on a Restricted mode, which is suited for a poor network connection environment.

4. Selected device for video capture. Maximum allowed upstream rate during a video call

5. Maximum allowed upstream rate during a video call.

Voicemail settings in Desktop app

In case when you’re unable to pick up a call, you can send it to a voicemail. It can be enabled in your desktop app or by your PBX administrator.

To enable voicemail: Go to the Menu tab. Select Settings.

3. In the Call settings tab toggle the Voicemail switch ON.

Set voicemail greeting

To record a voicemail greeting:

1. Click on theicon.

2. In the opened window click on thebutton to start and stop recording after you finish.

1. Click on theicon to save the recorded greeting.

If the greeting isn’t recorded, an automated message will be prompted to a caller: “The following number *your extension number* is currently not available. Please call again or leave a message after a signal.”

If the Voicemail feature is turned on, your voicemail messages will be displayed in personal chat with a user who called like this: