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This guide explains how to access and to use Wildix Collaboration and describes the basic operations: call, chat, video call, conference, fax, SMS. WMS Version: 5.0X, 6.0X Other Collaboration related documentation: Collaboration and Mobile Apps Documentation. Created: June 2020 Updated: July 2022June 2024 Permalink: https://wildix.atlassian.net/wiki/x/zhDOAQ |
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Prerequisites
Supported OS
Mac OS X 10.8 13 and higher
Microsoft Windows 7 10 (64-bit) and higher
Linux (only Chrome browser)
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- EXE file for Windows 710, 1011:
- MSI file for Windows 710, 1011:
- For MacOS:
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- 1 - Login
- 2 - Password
- 3 - “Remember me” option
- 4 - Single sign-on with Google
- 5 - Single sign-on with Office 365
- 6 - Click to log in
In case location-based multi-factor authentication is enabled by the PBX admin, you need to confirm your IP address via email.
Once you access Wildix Collaboration, follow the popup notifications which help you to:
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E-Mail: used for email notifications about new Voicemails, missed calls, unread chat messages, call recordings, fax reports etc
Mobile: mobile number for Mobility extension which allows you to make and receive calls via Wildix PBX using your mobile phone
Language: selected language is used for Collaboration user interface, system sounds (Voicemail, IVR prompts, etc), WP4X0, WorkForce, WelcomeConsole
Date/time format: applied to Wildix devices except W-AIR handsets (must be set up on a device). For detailed information, refer to Personal Settings chapter
Quick menu introduction
Top menu:
1 - Device selection: active device to place and answer calls using Collaboration
2 - Search field with speech recognition and call button: search for colleagues and contacts and perform quick actions from drop-down list: call, chat, send a fax/ Post-It etc:
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2 - Device selection: active device to place and answer calls using Collaboration
3 - Add option: access to SMS / Fax / Post-It / Group chat dialog window:
4 - Video conference: create and manage videoconferences based on WebRTC. Read the Guide for the detailed description: Wizyconf Videoconference User Guide
5 - Other tabs of Collaboration:
Colleagues: list of colleagues with presence status and geolocation
Fn keys: monitoring / management of colleagues / features (same as BLF keys of phone)
Note Note: this menu becomes visible only if you have configured these keys in Settings -> Function keys.
Chat: active chat sessions
Phonebook: PBX shared and personal phonebooks
History: history of calls (synced with other Wildix devices), faxes, notes
Voicemail: access to Voicemail messages Web CRM: allows opening of a web application inside Collaboration. Refer to the section Personal
in Settings for more Analytics: CDR-View 2.0, monitoring of call activity of employees and getting reports related to the number of calls, costs, call duration, usage of trunks, etc
- Webinar (displayed if user has access to Wizywebinar): browser-based webinar solution fro sales. Read the Guide for the requirements and detailed description: Wizywebinar User Guide
Web CRM: allows opening of a web application inside Collaboration. Refer to the section Personal in Settings for more information
Note Note: this
- This menu becomes visible only if you have configured it in Settings -> Personal -> Web CRM.
- Starting from WMS 6.04.20230731.1, it is possible to configure Web CRM via WMS -> Users -> Preferences -> Edit preferences -> Settings section -> Web CRM field
Documentation: WMS Start Guide - English
Settings: user settings, call features, feature keys settings and more
6 - Other (expanded):
CDR
Note Note: Settings is not displayed in the top menu if user has access to Wizywebinar. In this case, Wizywebinar icon is displayed in the top menu and Settings can be accessed via User profile -> Settings:
6 - More (expanded):
CDR-View access (if not restricted by license)
- x-caracal: contact center analytics solution. Read the Guide for the detailed description: x-caracal documentation
- Map view: geographical map with location of colleagues
- Edit Colleagues
Show / hide offline users
Show / hide Post-It
Post-It History History
Manage PBX: access to WMS (restricted to users of “admin” type)
Screen sharing manager
Open Attendant Console (if not restricted by license)
Outgoing faxes: outgoing faxes queue
Help: link to the Wildix Collaboration Guide (this Guide)
- License: shows the license assigned to a user and provides details on each user profile: https://www.wildix.com/licensing/
Version: current WMS version
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User status and status message
You can quickly To change your user status:
- Click on your current user statusSelect user profile
- Click on your current status in the menu that opens and select a different user status from the list of available ones:
To add a status message:
- Click on your user status profile in the top menu
- Click + Advanced Set a status
- Enter the status message into the field
Click OK:
To set up Do Not Disturb (DND) / Away status:
- Click on your user profile in the top menu
- Click on available Set a status
- Select DND (Do not disturb) or Away from the list
- Select Until date and time (“until” value is optional while setting Away/ DND status. If it is not defined, user status switches back to Available after one hour)
Click OK:
Additionally, you can change user status via Change status option:
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It is possible to disable/ enable call/ chat/ voicemail popup notifications when in DND: go to Collaboration Settings -> Chat/ Presence -> Show notifications in DND status. |
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It is possible to set up the system to manage incoming calls based on your current user status (available, DND, away) and on call type (internal, external, whitelist, blacklist). See chapter: Call features. |
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It is possible to add Custom statutes with predefined status message and duration period (read chapter Chat/ Presence). After you add them, they will be available for quick selection in the drop-down list in the menu of user status setting: |
User picture
Users who have not set up their user picture, are displayed with initials (default avatar).
To set up / edit user picture:
- Expand Click on your user status profile in the top menu
- Click Edit picture
on the default user picture
Choose the File on your PC (the picture is loaded)
- Resize the picture (optional)
Click Save:
It is also possible to take a picture using a web camera, instead of loading it from PC:
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It is possible to manually define geolocation:
- Click on your user status profile in the top menu and select Advancedmenu
- Click Set a status
- On the Change status screen, proceed to the Set location tab
- Select Custom to set up your location manually: enter the address into the field or move the red indicator (otherwise select Auto detect to enable the browser to automatically detect your location)
Click Save:
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Note: Maps in Collaboration are available only via .*wildixin.com domain. |
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Notes:
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To add/ remove a user from your roster:
1. Select Other in More in the top menu -> Edit Colleagues:
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2. Select the colleagues (or work teams) that you want to add to your roster:
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3. Click the Tick icon to save
Other options to add / delete colleagues from roster
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Find a colleague by name / number and click on + icon:
Delete colleagues via the Colleagues tab:
Mouse over a colleague, click on Options button (three dots) and select Remove
Or right-click on a colleague and select Remove:
User status icons explanation
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- Mouse over a colleague, click on Options button (three dots) and select Set presence
- Or right-click on a colleague and select Set presence
Proceed in the same way as you do for changing the personal user status:
Call intrusion (barging)
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| Note: only users with certain permissions can do intrusion; to enable the option, the PBX admin must add ACL ability "Can" - "Intrusion". |
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It is possible to view all the colleagues who are connected to Wildix Collaboration and who have enabled location sharing in their browsers, on the geographical map.
From the top menu
Select OtherMore from the top menu -> Map View. All colleagues who enabled location sharing are indicated on the map:
Note Note: Maps in Collaboration are available only via .*wildixin.com domain.
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Сlick on a colleague’s geolocation in Messaging tab to open a geographical map where the geolocation of that user is indicated:
Instant Messaging
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Select Other -> Chat in call dialog (See Chapter: Call Management)
Messaging tab opens and you can start typing your message and use chat input options:
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Open a chat session with user
Click on the Paperclip icon in the lower right section of the chat session window
Choose file on your PC
Drag&Drop file transfer
During a chat session:
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OS requirements (for presenter)
Mac OS X 10.12 13 and higher
Windows 7 10 (64-bit) and higher
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WIService is not supported on macOS 10.11 or lower starting from v 3.4.5. Learn more in What is WIService guide. Note for Windows users: if the option "Automatically hide the Taskbar in desktop mode" is enabled in Windows settings, the Taskbar auto-hide feature is automatically disabled during screen sharing sessions. |
To use screen sharing and remote control, you need to install Wildix Integration Service (WIService).
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Open a chat session with a user
Click on More actions (three dots) button -> Screen
Screen sharing launches (screen sharing icon is displayed on the menu bar of your PC) and a red border around the screen indicates its start
The other party must accept incoming screen sharing stream:
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Due to the Apple security updates, it is required to add Wildix App to Security & Privacy permissions when prompted to do so:
1. macOS 10.12 13 and higher
When screen sharing is launched, the following notification is displayed:
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- Go to macOS System Preferences -> Security & Privacy -> Privacy
Select Screen Recording and check off Wildix
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Note Note: On later versions of macOS, System Preferences interface is a bit different, but you still need to go to System Preferences -> Privacy & Security -> Screen Recording -> tick off Wildix to grant necessary permissions for correct work of screen sharing on macOS:
3. Remote control permissions on macOS Mojave and later versions
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Select Other -> Screen in a call dialog (See Chapter: Call Management)
Select the application to share:
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See who is connected and stop screen sharing:
1. Select Other More in the top menu -> Screen sharing manager:
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2. You can see the viewers who are currently connected:
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Requirement:
- Check open ports: Group chat ports
Cloud-stored multiuser chat room with possibility to add up to 500 participants and send pictures/ files.
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Click on Add button -> choose + Group chat from the list:
Edit the conference title (optional)
Add participants
Click the Tick icon to create a group chat
Participants receive conference invitation via chat.
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Any chat participant can add and remove users. Open the group chat management section by clicking on its the participants counter under the title.
Add user: start typing a participant's name/ extension number in the field and click the Tick icon to confirm
Remove user: mouse over a participant and click on the x icon in front of the participant’s name
Close the group chat:
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Click on Logout icon in the group chat management section
Click OK to confirm
Post-It & Call me back
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Click on Add button in the top menu and select Post-It:
To: select the Post-It recipient
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Input field: enter your text
Send Post-It as SMS: option is available for Post-It to user and requires a GSM media gateway
Normal / Important: select the color based on importance:
Green (Post-It to user) / Yellow (personal reminder): normal
Red: important
Click the Paper plane icon to post a note
From Search field:
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Show / Hide Post-It
Select Other More in the top menu -> Hide Post-It / Show Post-It
Post-It History
Select Other in More in the top menu -> Post-It History
It is possible to:
show / hide any Post-It previously received from users or sent as personal reminders
clear Post-It history
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Select the active device for making and receiving calls in the top menu: 
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Note: when selected device becomes unavailable, “Web phone” is automatically selected. |
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| Note: you can switch active device during a call by clicking on Continuity in a call dialog window (see chapter Switch active device during a call) or dialing Continuity Feature Code (*5 on the new device, like that you can pick up an active call using this device; otherwise *5 on the current device, like that other devices start ringing). |
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Enter the name (user name or contact) or phone number (extension number or any external phone number) and select Call: [number] from the drop-down menu:
It is possible to use speech recognition for search: click on the Microphone icon (make sure the microphone is connected to your PC or your PC has a built-in microphone) and start talking, the system automatically transforms your speech into text.
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Enter the name/ number/ company name and select a number you'd like to call:
From Colleagues:
Mouse over a colleague and click on the Handset icon
- Or mouse over a colleague, click on Options button (three dots) and select Call
- Or right-click on a colleague and select Call
From Fn keys:
- Mouse over a colleague and click on the Handset icon
- Or mouse over a colleague, click on Options button (three dots) and select Call
Or right-click on a colleague and select Call
From Messaging:
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Right-click on an entry and select Call / Call the mobile
From Phonebook:
Find a contact and click on the number you wish to call
Otherwise right-click on a contact from the right section of the screen and select Call
From Voicemail:
- Right-click on an entry and select Call
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In case you have several devices registered to your account, you can decide whether all your devices must ring, or only the active one. See chapter: Active device for calls.
A call dialog window is displayed when there is an incoming call:
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You can set up automatic call forwarding based on user status (available, DND, away) and call type (internal, external, whitelist, blacklist). See chapter: Features.
Call management
You can manage a call directly from call dialog window:
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7 - Add tags (See chapter: Setting tags)
8 - Add notes, not available for calls between colleagues (See chapter: Contact notes)
9 - Call quality (shown only in case of a single call)
10 - Hide/ display a call dialog window:
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You can make/ receive more than one call at a time if "Call waiting" is enabled in Collaboration Settings -> Featuresfor the current call type and user status.
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| Easy html macro |
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<div class="container">
<div class="video"><script src="https://fast.wistia.com/embed/medias/ec07tbkzn1.jsonp" async></script><script src="https://fast.wistia.com/assets/external/E-v1.js" async></script><div class="wistia_embed wistia_async_ec07tbkzn1" style="height:315px;width:560px"> </div></div></div> |
Another video tutorial: Call transfer via BLF keys.
Conference call
It is possible to add users to call conference via Wildix Collaboration.
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| Note: if you were looking for chat conference in Collaboration, read more: Multiuser group chat. |
Video tutorial:
| Scroll only inline |
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https://wildix.wistia.com/medias/wvj6o9wvjo |
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For more information about Intercoms integration, check documentation in the section Doorphone integrations.
For the details of how to configure intercoms for sending video stream and adding an unlock button, check the online documentation: Intercoms integration with Wildix - Video before answer and Unlock button.
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Click Other -> Video from the call dialog:
Start video call during chat:
Video icon is available in the Messaging menu (upper right corner). By clicking Video, audio call is started automatically with video:
Record a call
During a call click Call recording icon to start / stop call recording.
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Call recordings are sent to a user via email and can be accessed later on via CDR-View and Collaboration -> History.
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Note: The PBX admin can forbid access to call recordings by adding the ACL ability "Cannot" - "See call recordings". |
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Open Attendant Console:
Click Other More from the top menu and select Open attendant console:
Set up a shortcut to open Attendant Console:
Attendant Console is opened in a separate tab.
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Note: Starting from WMS 6.06.20240425.1, it is possible to use attendant console inside Collaboration, without opening a separate browser tab. For this, follow the below steps:
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Enter a combination of keys. By default it is set to “Alt+Shift+A”
Call management via soft keys:
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Once added to Web CRM, the attendant console gets available on the Web CRM tab in Collaboration.
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Set up a shortcut to open Attendant Console:
Go to Collaboration Settings -> Personal, "Open Attendant Console"
Enter a combination of keys. By default it is set to “Alt+Shift+A”
Call management via soft keys:
When you have active calls, click on the quick buttons (Answer, Hangup, Hold, Transfer, Decline, Record) relative to each line to manage the call:
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Fax number: enter the fax recipient name / number (it is possible to enter multiple numbers separated by comma)
Fax file: choose file on your PC
Faxcover: check the box to include the fax cover and edit fax cover settings (See chapter: Fax Server)
Postpone delivery: tick the box and select the date to schedule fax sending (optional)
4. Click on the Paper plane icon to send a fax:
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Notes:
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From Search field:
Enter the contact name / number / company name and select Fax:[number] from the drop-down menu
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Mobile number: enter the contact name / number (it is possible to enter multiple numbers separated by comma)
Message: enter your message
Note Note: Starting from WMS 6.02.20221026.2, the maximum number of characters allowed to be send in SMS via Collaboration is up to 670 symbols.
Postpone delivery: tick the box and select the date to schedule SMS sending
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Right-click on an entry and select Send SMS
From Messaging:
Click Send SMS
From Messaging:
Click Send SMS icon in the lower right part of the screen of the chat session with user icon in the lower right part of the screen of the chat session with user
From Call dialog:
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Note:
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When making a call / during a call, click Other on the call dialog and choose the option SMS:
CLASSOUND users in the USA and Canada, as well as in the UK (in case of “United Kingdom (2-way SMS) CLASSOUND DID”) and Belgium, Denmark, Czech Republic, Italy, Lithuania, Poland, Singapore, Sweden can also see the option Two-Way SMS:
In case of a two-way SMS, a group chat is automatically created, which includes the PBX user who is sending the SMS and the receiver. For more information about two-way SMS, see the documentation How to send and receive SMS/ MMS via CLASSOUND.
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Note: It is not possible to attach files in two-way SMS chats in Collaboration. |
Settings
Go to Collaboration -> Settings.
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Two-factor authentication: you can enable 2 factor authentication (2FA), which adds an extra layer of security to your account. In case you enable it, you will have to provide two pieces of information each time you login: your login and password + the code generated by an external application of your choice (Google Authenticator, Windows Authenticator, Free OTP or other). Read more in chapter Two-factor authentication (2FA)
Web Push: enable/ disable web push notifications (only for Chrome browser). This option is enabled by default for new users:
Feature works if PBX can be accessed via domain with valid certificate
Chrome must be running (otherwise, you receive notifications when you open Chrome)
Web Push is turned off after After logout, but does not unsubscribe from web push notificationsuser is not notified about new events with web push messages until the next login (Web Push settings remain once user logs back in).
User who enabled Web push appears as online even when Collaboration is closed
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Picture: edit picture (See chapter: User picture)
Date format: select date and time format to be used in Collaboration (Messaging, History pages, CDR-View etc) and on Wildix devices except W-AIR handsets (must be set up on a device)
Note Note: Wildix devices support 2 date formats: "www dd mmm" and "www dd mmm". Depending on the selected format in Collaboration (European: "dd/mm/yyyy", "dd mmm yyyy", "dd-mm-yyyy", "dd.mm.yyyy" or US: “mmm dd yyyy”/ “mm/dd/yyyy”/ “mm-dd-yyyy”), the date can be displayed as, for example, "Tue 6 Nov" or "Tue Nov 6".
Ring only active device: check the box to make only the active device ring (ringer is muted on other devices; see chapter: Active device for calls)
- Dark theme: turn the toggle on to enable Dark mode in Collaboration
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Open attendant console: shortcut to open Attendant Console
Web CRM: integration with Web applications allows opening of a web application inside Collaboration (integration information for web developers: https://github.com/Wildix/WebCRM). The embedded CRM can receive events (new call) and request actions (generate call).
Note Note: The WebCRM must support being opened from an iframe.
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Select the Fn key from the list and click +
Change the order of BLF keys:
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Select Exp module from the list
Click +
Move those BLF keys that you would like to monitor from the Expansion module to the corresponding section of the table (Exp. module 1)
In the same way you can add more expansion modules
The following additional options in Collaboration -> Fn keys and on WP4X0, WorkForce and WelcomeConsole are available for BLF keys Colleague, Call group, Speed Dial, Park Location:
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In case you are using Call groups or Pickup groups feature (this feature can be enabled only by the system administrator in WMS; feature is enabled when at least one value is present in "Call groups"/ "Pickup groups" field in WMS -> Users -> Edit preferences -> Settings): BLF "Group pick up" does not work. Instead of the BLF, you can use the BLF "Speed dial" and indicate 88*<call_group_name>:   In this scenario, 88 is Pickup Feature Code, while <call_group_name> is the value (call group name, e.g. "sales"), specified in the field "Call group" in the preferences of one or more users in WMS, and the same value ("sales") must be specified in the field "Pickup groups" in WMS, in the preferences of the user who picks up the call of this Call group. |
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- Press to access shared voicemail of another user or subscribe for a Call Group notifications manager to view missed calls and voicemails. Consult Shared voicemail feature and How to set up the Call Group notifications manager feature for detailed information Call Group notifications manager feature for detailed information
Prefix
Used to configure a certain predefined value that will be added to a dialled phone number or another BLF on WorkForce and WelcomeConsole. Consult How to Configure BLF type Prefix for more information.
Note Note: The support of BLF type Prefix starts from WMS 6.01.20221019.4.
Fax Server
Fax cover settings:
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Notify unread messages via email: enable / disable email notifications about new chat messages (disabled by default)
- Show notifications in DND status: enable / disable chat / call popup notifications in DND status
Auto away status: if enabled, your status automatically switches to “away” after minutes of inactivity on local PC, specified in the field next to the checkbox
Custom statutes: you can add custom Available / Away / DND user statuses with predefined duration period and status message; custom statuses added in this menu appear then for selection in the menu of user status setting. To add a custom Available / Away / DND status, proceed as follows:
Click on “available”: you can select to add a custom duration period for “available”, “away” or for “DND”
Add a status message that will be visible for other users (optional)
Select the duration period for this status (if you don't need duration, disable the switch next to the time duration)
Note Note: When the duration of the custom Away or DND status ends, the user is automatically switched to Available. In case of custom Available status, when its duration ends, the user remains Available.
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Speakers: select audio device for speakers (not supported in Firefox)
Ringing: select audio device for ringtone playback (not supported in Firefox)
Microphone: select audio device for microphone
- Video: select video camera for video calls
DSCP QoS (off by default): enable/ disable DSCP QoS parameter which depends on the value selected in WMS Settings -> PBX -> SIP-RTP
Auto adjust mic: check the box for auto adjustment of microphone level
Autostart: uncheck the box if you wish to disable Web phone from the list of active devices (in case you have other devices registered to your account)
- Noise suppression (the support starts from WMS 6.04): enable the option if you want to reduce background noise and echo. By default, noise suppression is disabled.
Echo test: click the button to perform an echo test
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Integration service (WIService): this component is required by CDR-View, Popup App, includes headset integration, screen sharing, as well as adds support for additional features (separate documentation about WIService):
Headset integration (merged into WIService starting from v 3.2.2 on Windows and from v 3.2.17 on macOS): adds support for remote call answer/ hangup and volume control from headset via USB connector on Mac OS X / Windows.
Fax Printer (merged into WIService starting from v. 3.7.1): this component allows sending faxes from Windows / Mac OS X applications
Read the guide: Fax Printer for Microsoft Windows / Mac OS X
Also adds support for Kuando Busylight (https://www.wildix.com/portfolios/kuando-busylight/)Warning Important:
- Headset integration is not compatible with SfB (skype for business).
- If you are using a Wildix compatible third-party headset (Jabra, Plantronics, Sennheiser), uninstall the software provided by the third-party vendor and use Wildix Integration service.
- Screen sharing component (merged into WIService starting from v 3.4.1 on Windows and macOS): lets you share your screen and provide remote access to your desktop.
See chapter: Screen Sharing and remote control Mac OS X:
call generation by clicking on a web page link containing a phone number (support of “sip:”, “wildix:” URI)
call generation by right-clicking on a phone number and selecting Services -> Call with Wildix PBX:
- Windows:
- URI support; call via shortcut (Dialing hot key, configured in Collaboration Settings -> Personal 30282225). Note: WIService for Windows requires .NET Framework v.4.0
- Outlook Integration (merged into WIService starting from WIService v. 3.5.1): adds support for Calendar Sync, Presence, click2call, IM, call popup from Outlook
Check this guide for more info:Outlook integration for Microsoft Windows
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Create/ edit a contact
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Note: only users with certain permissions can modify public phonebooks; to enable the option, the PBX admin must add ACL ability "Can" - "Modify public phonebook". |
Go to Collaboration -> Phonebook:
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Type of contact (internal / external / whitelist / blacklist): in case contact type is defined, the rules of call features selected in Collaboration Settings -> Features is applied for calls from this contact (it is also possible to define rules for call routing based on call type in WMS -> Dialplan)
Custom ring: it is possible to select a custom ringtone for the contact
Notes: notes entered here are visible and can be edited by other PBX users
Warning Important: these notes can be consulted only from Phonebook; for contact notes that can be displayed and added to contact during a call, see chapter: Contact notes.
3. Click on the Tick icon (Save):
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Enter a number into the search field
Select Add contact from the drop down menu
Add a new contact
Add a new contact after a call:
Go to Collaboration -> History
Right click on the number and select Add contact
Add a new contact
Delete a contact:
Go to Collaboration -> Phonebook
Find the contact using Search
Click - in the upper left section to delete the contact and click OK to confirm (otherwise click x to close the window)
Otherwise right-click on a contact and select Remove:
Edit a contact:
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- Go to Collaboration -> Phonebook
Click on All in the upper left section, then click on Edit phonebooks:
Add a personal phonebook:
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Select a phonebook
Click -
Click OK to confirm (otherwise click x to close the window):
Edit the name of the personal phonebook:
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Notes that can be added and consulted in Phonebook contact information and can be imported during import of phonebooks (see chapter: Create/ edit a contact)
Contact notes that can be added and consulted during a call (read further)
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| Note: you can also listen to your Voicemails by dialing the Voicemail Feature Code (81); it is not currently possible to configure your welcome message from Collaboration: dial the Feature Code and follow the audio instructions (press 0 and then press 1 / 2 / 3 to record your Unavailable / Busy message and your name). Consult Feature Codes Guide for details. |
Analytics
Starting from WMS 6.03.20230630.3, users with UC-Premium license and necessary ACL rules set in WMS, can access Analytics (CDR-View 2.0):
For requirements and how to use the feature, see the documentation Cloud Analytics (CDR-View 2.0) in Collaboration.
Logout
To log out :
- Expand your user status in the top menu
- Click Logout
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