Wildix VoIP Phones R5 User Guide

Introduction

Throughout this Guide, we explore the following phones:

• Start is en entry-level desk phone recommended for unattended spaces like corridors, lobbies, or common areas. It provides essential call functions, including hold, transfer, and pickup, making it a reliable choice for less phone-intensive environments

• WorkForce is an office phone tailored for daily operations, perfect for individuals who use the phone regularly but don't spend their entire day managing calls. With 21 BLF keys and a USB port for a Wi-Fi dongle, it offers a balanced user experience for those who primarily work on their laptops

• WelcomeConsole is perfect for those who need to monitor a large number of colleagues and manage high call volumes. With up to 106 BLF keys, including 32 keys on the built-in extension module, you can easily keep track of your colleagues' availability and handle multiple calls simultaneously. The WelcomeConsole also offers Bluetooth connectivity for headsets and a USB port for Wi-Fi dongles

• ForcePro is visually stunning phone with built-in Bluetooth, Wi-Fi support, and a USB port. It is designed for customer-facing roles, such as contact center employees and customer success specialists. Supporting up to 45 BLF keys over 5 pages,  ForcePro enhances the user experience for those who spend considerable time interacting with customers remotely

Packing list

• 1 x Start / WorkForce / WelcomeConsole / ForcePro phone

• 1 x handset

• 1 x handset cord

• 1 x stand

• 1 x Ethernet cable

Additionally you can purchase extra accessories like handsets, headsets, EHS adapter, wall mount bracket, power adapter in WMP cart.

Phone overview

Connecting the phone

Rear panel:

Start, WorkForce, ForcePro support desk and wall mounting. WelcomeConsole supports only desk mounting

• For desk mounting, attach the stand to the phone
• For wall mounting, use wall mount bracket (it can be purchased separately on WMP)

Example of wall mounting of WorkForce: 

Example of desk mounting of ForcePro:
     

Keypad instruction

1. Enter your extension number

2. Enter the password (PIN - it is sufficient to enter first five symbols of user WEB password)
   To enter the user password from the phone’s dialpad, take into account the following:

   • to enter any lowercase and uppercase letter, press ONCE a corresponding digit (E.g. to enter A, a, B, b, C or c, press once 2)

   • to enter special characters (%, ^, &, etc), press the star key (*) 

     Note: A phone will be blocked in case of invalid entering of a password: 5 attempts - 30 seconds, 10 attempts - 30 seconds, every next - 60 seconds.

     Example: if user password is 4Ag7$Zl@, then you have to dial 4247* 
     
     
     

3. Dial 1 to use this phone

Statuses and notification icons overview

BLF / Function keys

BLF / Function keys allow you to monitor users and features, make/ transfer/ pick up/ park a call, change status of features.

BLF / Function keys must be set by user in Collaboration Settings -> Fn keys, x-bees -> Favorites or by PBX administrator via WMS. Detailed information on setting Function keys: Collaboration - User Guide and x-bees Web User Guide.

Refer to Appendix 1 - BLF keys for detailed information on BLF key distribution for each phone.

List of function keys

The following function keys are supported on the phones:

• Colleague: monitor call status (incoming call / in call), monitor user status (available, DND, away), make a call, transfer a call, pick up a call, check who is calling (see the chapter below for more details)

• Park Location: park a call and resume (see the chapter below for more details)

• Line: press to use this line (to place a new call)/ press to make a call with user's identity extension (see the chapter below)

• Speed Dial: press to call a speed dial number; additionally you can set up shortcuts in combination with Feature Codes supported by the system, read Feature Codes notes for more information

• Trunk: monitor status of trunk (except for SIP trunks) and place a call via this trunk

• Timetable / Switch / 3 state switch: monitor the status of switch / timetable, press to change status

• Group pick up: press to pick up a ringing call of a user from your ACL group (feature works for users registered to the same PBX and normally allows you to answer a ringing call for another user located in the same office)

• Call group: monitor call status (incoming call / in call), make a call, transfer a call, pick up a call, check who is calling

• Send DTMF: press to send DTMF tone

• Contact center: log into Call groups as a dynamic user (see the chapter below)

• Identities: press to change the identity of numbers for outgoing/ incoming calls (see the chapter below)

• Voicemail: press to access shared voicemail of another user (see the chapter below)

Colleague BLF

List of supported features/ actions:

• Press a BLF key to place a call (when idle) or to transfer a call (during a call), to pick up a call (when monitored user is receiving an incoming call)

• Monitor call status (incoming call/ active call); additionally you can see who is calling and enable a beep or a ringtone when a monitored colleague receives an incoming call (details in Collaboration - User Guide and x-bees Web User Guide)

• Monitor user status (available/ DND/ away) (available with min. Essential license)

Park Location

More details in the guide: How to implement the Parking feature.

Contact center BLF

It is possible to log into Call groups as a dynamic user via "Contact center" BLF on VoIP phones. Detailed information can be found in Call distribution in Call groups Guide.

Identities

Allows you to change the Caller number and name for internal and external outgoing/ incoming calls. Detailed information can be found in Identities Feature guide.

Shared voicemail and Call Group notifications manager BLF 

Shared voicemail

Shared voicemail feature allows you to monitor and listen to voicemail messages of other users via a configured "Voicemail" Function key. The feature is disabled by default. To enable it, PBX admin must add ACL ability "Can" - "See voicemail" - "Group". After that, Function key can be configured in WMS (Users -> Edit preferences -> Settings -> Function keys), Collaboration (Settings -> Function keys) or x-bees (Favorites).  

When a monitored user receives a new voicemail message, LED indicator becomes steady blue. You can listen to / delete / dial a user who left the message. 

Call Group notification manager feature allows users to view missed calls and voicemails notifications for specific Call groups.  Follow the Guide How to set up the Call Group notifications manager feature to check the setup.

BLF key Prefix

Starting from WMS 6.01.20221019.4, it is possible to configure BLF key Prefix, which allows you to add a certain predefined value to a dialled phone number or BLF on WorkForce, WelcomeConsole and ForcePro. To learn more about the feature, check out documentation How to Configure BLF type Prefix and the video tutorial below. 

Call management

Place a call

1. Lift the handset

2. Dial the number and press Send Soft key or wait till the call is placed automatically 

   Notes:

   • Press Speaker key to start a call in Speaker mode

   • Press Headset key to use the headset (if connected)

Call from Phonebook

1. Press Phoneb Soft key or Phonebook key

2. Press Filter Soft key and select a phonebook

3. Press Search Soft key then type the name/ number  

4. Press Enter Soft key to confirm

5. Press Dial Soft key 

   Note: in Colleagues phonebook users are displayed with their realtime status (available / offline / busy / incoming call / absent / dnd). Refer to this chapter for detailed information.

Call from History

1. Press History Soft key 

2. Select a colleague from the list

3. Press Dial Soft key

Call via BLF Keys 

• Press a BLF key assigned to a colleague / group you would like to call 

Answer a call

• Lift the handset or press the Speaker key

Answer a second incoming call

• Press Answer Soft key 

  Note: it is possible to receive more than one call at a time, in case "Call Waiting" feature is enabled in Collaboration Settings -> Features or x-bees Settings -> Calls.

Mute the ring of an incoming call without answering

• Press Silence Soft key

Forward a call without answering

1. Press Fwd Soft key

2. Dial the number and press Send Soft key

Decline a call

• Press Reject Soft key

Hold / Second call

• Press Hold Soft key during a call

• Press Resume Soft key to resume

If you have several calls on hold:

• Use Navigation keys to select the call, then press Resume.

Make a second call:

• Press More Soft key

• Press New (New call on ForcePro) Soft key

• Dial a number and press Send Soft key

Transfer

Blind transfer

Transfer without notifying the person who receives the call transfer:

1. Press Trans Soft key or Transfer key during a call (the call is put on hold) (if required, press More Soft key to switch to it)

2. Dial the number

3. Press Trans Soft key

Blind transfer via BLF keys: 

• Press the BLF key configured as "Colleague" or "Call group" during a call

Attended transfer

Transfer with notification to the person who receives the transfer:

1. Press Trans Soft key or Transfer key during a call (the call is put on hold)

2. Dial the number and wait till the person answers

3. To complete the transfer, press Trans Soft key or Transfer key

Attended transfer via BLF keys: 

1. Press the BLF key configured as “Colleague” or "Call group" during a call 

2. Wait till the second party answers

3. To complete the transfer, hang up or press Trans Soft key

Conference

1. Press More Soft key

2. Press Conf Soft key during a call (active call is put on hold)

3. Make a second call to the contact you wish to invite to the conference call

4. When the third party responds, press Conf Soft key / Conference on WelcomeConsole

5. On WorkForce and ForcePro, press Manage Soft key to mute all participants, mute and hold a particular participant

6. To split press More Soft key and press Split Soft key to split the two calls or hang up to end the conference

Record a call 

• Press *1 during a call to start / stop call recording

Pick up a ringing call / see who is calling

Pick up a ringing call 

• Press a BLF key "Colleague" / "Call group" assigned to a colleague or a call group who is receiving an incoming call

See who is calling 

• See who is calling: View calls (eye icon) option must be enabled in Collaboration or x-bees for this function key

• Get audio notification when there is an incoming call: Audio notification (speakerphone icon) option must be enabled in Collaboration or x-bees for this function key

Demo video

• Press a BLF key configured as Park Location during a call to park a call / press it again to resume the call

Call intrusion / Intercom

Call intrusion and Intercom features are available for users with certain permissions (ACL abilities "Can" - "Intrusion" / "Intercom"). Check Feature Codes Admin Guide for more information.

Listen to Voicemail messages

1. Press Voicemail key to access the graphical Voicemail menu

2. If requested, enter the first five characters of your password

3. Select the message and press Play Soft key to listen to the message; press Info Soft key for more information (Name, Number, Date, Duration) and then Delete to delete the message 

   Note: Voicemail messages can be forwarded to multiple users. Consult Forward a Voicemail to another user.

It is possible to enable PIN protection by adding ACL ability "Cannot use" - "Voicemail without pin code". 

Demo video:

Presence statuses of colleagues can be monitored directly via BLF keys on WorkForce, WelcomeConsole and ForcePro. 

The following colleague statutes can be monitored:

• "available" (green circle icon)

• "away" (clock icon)

• "dnd" (brick icon) 

  Note: if a colleague doesn't have a registered device, no icon is displayed.

You can also monitor full presence status of users in Phonebook:

1. Press Phoneb Soft key or Phonebook Key

2. Press Filter Soft key and select a phonebook

3. Press Search Soft key then type the name/ number  

4. Press Enter Soft key to confirm

It possible to monitor the following colleague statuses via Phonebook:

• "available" (green circle icon)

• "offline" (no icon)

• "busy" (handset icon)

• "incoming call" (arrow icon)

• "away" (clock icon)

• "dnd" (brick icon)

Troubleshooting

For reset and recovery of Start, WorkForce, WelcomeConsole and ForcePro, refer to Reset and Recovery of VoIP Phones Manual. 

Custom provisioning settings

You can set custom parameters to change different settings. For example, enable sidetone or display detailed hangup reasons. Consult Provisioning Custom Settings for details.

Custom config parameters

These parameters allow changing various settings in config files, for example, enable Direct SDES-SRTP. Refer to Custom config parameters List for details.

VLAN configuration

For VLAN configuration over DHCP 176 option, refer to DHCP Server chapter in WMS Settings Guide.

Appendix 1 - BLF keys distribution scheme

• Start: 4 BLF keys (2 pages)

• WorkForce: 21 BLF keys (3 pages)

• WelcomeConsole: 106 BLF keys (10 on the main screen, 16 BLFs x 2 levels x 3 pages on the side screens)

• ForcePro: 45 BLFs (5 pages)

Appendix 2 - Call features

Press Featur. Soft key from the standby mode to access the menu. This menu allows you to change call features for each type of call (Internal / External / Whitelist / Blacklist) based on user status (available / DND / away): 

• Status: Available / DND / Away 

  Note: all the features below are applied only for the selected user status.

  • Until (only for DND / Away): Time / Date - set expiry time and date for DND / Away user status

  • Activate (only for DND / Away): On / Off - when disabled, call features for DND / Away statuses cannot be changed

• Call type: Internal / External/ Blacklist / Whitelist 

  Note: all the features below are applied only for the selected call class.

• Call reject: On / Off - if enabled, all calls are rejected 

• Call forwarding - call forwarding settings

  • busy: On / Off - enable / disable call forwarding when busy

  • no answer: On / Off - enable / disable call forwarding in case of no answer

  • all: On / Off - enable / disable forwarding of all calls 

    Note: When Call forwarding is activated for all calls for internal or external call class, CFN label (Call Forwarding Number) indicating the destination (extension number/ external number/ Voicemail) and the arrow icon is displayed on the screen; in case call forwarding of both internal and external call class is activated, call forwarding number for internal calls is displayed on the screen.

    You can set the destination for each type of call forwarding: enter the phone number or the value VOICEMAIL.

• Call waiting: On / Off - enable call waiting to be able to receive more than one call at a time 

• Mobility: On / Off - if enabled, after a timeout, incoming calls are routed also to your mobility extension number; phone number and timeout can be specified in Collaboration Settings

• Ring Tone: select the ringtone

Appendix 3 - Phone Settings

To access Phone Settings, press Menu Soft key from the standby mode:

• Status: view IP, MAC address, Firmware of your phone

• Backlight: set the backlight level of the screen and select the timeout (min - 15 sec, max - 15 hour or Always On) after which the phone's screen should turn off 

• Audio: adjust Talk, Mic, Ring Volume, enable Bluetooth

  • Headset Ring Mode: allows you to decide whether ringtone should be played via Headset or via Handsfree when Headset is connected

  • Handsfree sound input: allows you to select the active microphone in handsfree mode when the handset is lifted (either handset's microphone or phone's microphone)

• Network: access to this menu is recommended for PBX administrator. End user can connect Wifi in WLAN menu

• Autoprovision: access to this menu is recommended only for PBX administrator 

Appendix 4. Supported Headsets 

Wildix Headsets compatible with Start, WorkForce, WelcomeConsole and ForcePro:

• Mono/ DuoLED Wired

• Mono/ DuoLED Bluetooth Wireless

For detailed information, read the guide: Phones Accessories Quick Start Guide.

Third-party headsets integrated with Wildix: Wildix Compatible Headsets - Jabra, Plantronics, EPOS Sennheiser, JPL, Axtel, Orosound.