Collaboration 4.0X - User Guide - English

This guide explains how to access and to use Wildix Collaboration 4.0X and describes the basic operations: call, chat, video call, conference, fax, SMS.

WMS Version: 4.0X

Created: April 2019

Updated: February 2020

Permalink: https://wildix.atlassian.net/wiki/x/uwLOAQ

For Collaboration user guide WMS version 5, please refer to the following document: Collaboration User Guide


Important: WMS 4 reaches end of life on December 31, 2022. Make sure to upgrade PBXs to WMS 5: use rel50 repository.


Prerequisites

Supported OS

  • Mac OS X 10.8 and higher

  • Microsoft Windows 7 and higher

  • Linux (only Chrome browser)


Note: Windows Server version pre 2012 is not supported over RDP.


Android / iOS

Collaboration native application 

Recommended web browser and connection mode

  • Collaboration can be accessed via any HTML5 browser

  • Recommended browser: the latest stable version of Chrome, since it fully integrates WebRTC

  • It is recommended to access via HTTPS

Note: Starting from WMS Stable Version 4.01.43713.08, Collaboration cannot be accessed via Internet Explorer.


Licenses that must be enabled on PBX 

Per-User PBX:

  • Min. US-Essential license is needed for each user

More information: Wildix Per-User Licensing


Bandwidth requirements:

  • For calls via Collaboration using G.711 codec 80 Kbps is necessary.

First time login

  1. Open the web browser

  2. Type into URL the PBX name or IP address (example: https://mycompany.wildixin.com)

  3. Enter your credentials:

    1. Login (extension or email address) 

      Important: login via user name is no longer supported!

    2. Password (WEB password)

  4. Click the Arrow button to log in


You can enable single sign-on with your Google or Office 365 email to be able to access Collaboration using your Google / Office 365 password, if:

  1. you use the same email as the one present in your user settings

  2. this email address is unique in the system


Note: Wildix does not get access to your Google / Office 365 password.

Note: PBX admin can automatically send users their credentials for access to Collaboration via email:

WMS Users -> select users and click Send Welcome Message.  


Login window:


  • 1 - Login
  • 2 - Password
  • 3 - “Remember me” option
  • 4 - Single sign-on with Office 365
  • 5 - Single sign-on with Google
  • 6 - Click to log in


Once you access Wildix Collaboration, follow the popup notifications which help you:

  1. enable desktop notifications (incoming call/ chat/ voicemail and other popup notifications)

  2. enable location sharing

Video tutorial: 


Basic settings

Select Settings in the top menu -> Personal:

  1. E-Mail: used for email notifications about new Voicemails, missed calls, unread chat messages, call recordings, fax reports etc

  2. Mobile: mobile number for Mobility extension which allows you to make and receive calls via Wildix PBX using your mobile phone

  3. Language: selected language is used for Collaboration user interface, system sounds (Voicemail, IVR prompts, etc), WP4X0, WorkForce, WelcomeConsole

  4. 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. 1 - 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:


  1. 2 - Device selection: active device to place and answer calls using Collaboration

  2. 3 - More options: access to SMS / Fax / Collaboration 4.0X - User Guide - English#Post-It / Group chat dialog window: 


  3. 4 - Video conference: create and manage videoconferences based on WebRTC. Read the Guide for the detailed description: /wiki/spaces/DOC/pages/30280852

  4. 5 - Other tabs of Collaboration:

    1. Colleagues: list of colleagues with presence status and geolocation  

    2. Function keys: monitoring / management of colleagues / features (same as BLF keys of phone)  

      Note: this menu becomes visible only if you have configured these keys in Settings -> Function keys.

    3. Messaging: active chat sessions

    4. Collaboration 4.0X - User Guide - English#Phonebook: PBX shared and personal phonebooks

    5. History: history of calls (synced with other Wildix devices), faxes, notes

    6. Voicemail: access to Voicemail messages  

    7. Web CRM: allows opening of a web application inside Collaboration. Refer to the section Collaboration 4.0X - User Guide - English#Personal in Settings for more information.

      Note: this menu becomes visible only if you have configured it in Settings -> Personal -> Web CRM.

    8. Collaboration 4.0X - User Guide - English#Settings: user settings, call features, feature keys settings and more

  1. 6 - Other (expanded):

    1. CDR-View access (if not restricted by license)

    2. Map viewgeographical map with location of colleagues
    3. Edit Colleagues
    4. Show / hide offline users

    5. Show / hide Collaboration 4.0X - User Guide - English#Post-It

    6. Collaboration 4.0X - User Guide - English#Post-It History

    7. Manage PBX: access to WMS (restricted to users of “admin” type)

    8. Screen sharing manager

    9. Open Attendant Console (if not restricted by license)

    10. Outgoing faxes: outgoing faxes queue

    11. Logout: exit Collaboration

    12. Help: link to the Wildix Collaboration guide (this guide)

    13. Version: current WMS version

  1. 7 - User name, extension, location (if available), User status, status message (if available) and a picture.

User status

User status and status message

You can quickly change your user status:

  1. Click on your current user status
  2. Select a different user status from the list of available ones: 


To add a status message:

  1. Click on your user status in the top menu
  2. Click Advanced
  3. Enter the status message into the field
  4. Click OK



To set up Do Not Disturb (DND) / Away status:

  1. Click on available status
  2. Select DND (Do not disturb) or Away from the list
  3. 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)
  4. Click OK



It is possible to disable/ enable call/ chat/ voicemail popup notifications when in DND: Collaboration Settings -> Chat/ Presence -> Show notifications in DND status.

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.

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:

  1. Click on your user status in the top menu
  2. Click Advanced
  3. Click Edit picture
  4. Choose the File on your PC (the picture is loaded)
  5. Resize the picture (optional)
  6. Click Save



It is also possible to take a picture using a web camera, instead of loading it from PC:

  1. Click on the Camera button and take a picture of yourself

  2. Resize the picture if needed

  3. Click Save

Geolocation

You are prompted to enable location sharing in your browser permissions, upon your first login to Collaboration. Check your browser settings to enable / disable location sharing.

It is possible to manually define geolocation:

  1. Click on your user status in the top menu and select Advanced

  2. Click Set location

  3. 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)

  4. Click Save:


Note: Maps in Collaboration are available only via .*wildixin.com domain.

Video tutorial:



Colleagues (roster)

Select Colleagues in the top menu. 

People from the same department are automatically added to user’s roster and displayed in Colleagues  menu upon the first time access.

Users are subdivided by work teams (managed on the WMS side). You can view all the users by clicking on All section or select a specific work team to view only its users.

User status, user name and user picture are displayed for each colleague.

Mouse over a colleague shows additional buttons with available actions (Call / Chat / Post-It / Call me back etc): 



Edit colleagues list

To add/ remove a user from your roster:

1. Select Other in the top menu -> Edit Colleagues



2. Select the colleagues (or work teams) that you want to add to your roster: 



3. Click the Tick icon to save


Other options to add / delete colleagues from roster

Add colleagues via Search field:

  1. Find a colleague by name / number and click on + icon: 



Delete colleagues via Colleagues tab:

  1. Mouse over a colleague, click on Options button (three dots) and select Remove 

  2. Or right-click on a colleague and select Remove



User status icons explanation

User status is synced over all Wildix devices registered to your account:

  1. - available (user is connected to Collaboration)

  2. - offline (user is not connected to Collaboration and has no active devices)

  3. - reachable by phone (user is not connected to Collaboration but has an active device)

  4. - talking (device status)

  5. - ringing (device status)

  6. - away (user-defined status, if grey = offline)

  7. - DND (user-defined status, if grey = offline)

Colleagues status information

To view additional information (extension, who is calling, status information, location):

  1. Go to the Colleagues tab and focus the mouse cursor on the colleague: 


Same information can be consulted from Messaging / Feature keys tabs.

Set user status of colleagues

Note: only users with certain permissions can set user status of colleagues; to enable the option, the PBX admin must add ACL ability "Can" - "Modify presence". 

Proceed as follows:

  • 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)

Note: only users with certain permissions can do intrusion; to enable the option, the PBX admin must add ACL ability "Can" - "Intrusion".


Proceed as follows:

  • Mouse over a colleague who is currently on the phone, click on Options button (three dots) and select Listen/ Barge/ Whisper
  • Or right-click on a colleague and select Listen / Barge / Whisper, where:
    1. Listen stands for silent intrusion

    2. Barge - conference intrusion

    3. Whisper - partial intrusion

Call pickup / see who is calling

See who is calling

  1. Go to the Colleagues tab and focus the mouse cursor on the user who has a ringing call / is talking on the phone (same option is available in Feature keys / Messaging tab) 

Call Pickup:

Note: only users with certain permissions can pick up calls; to enable the option, the PBX admin must add ACL ability "Can" - "Call Pickup".


  • Go to the Colleagues tab

  • Mouse over a colleague who has a ringing call, click on Options button (three dots) and select Pick up

  • Or right-click on a colleague and select Pick up 


Video tutorial: 



Map view of colleagues

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 Other from the top menu -> Map View. All colleagues who enabled location sharing are indicated on the map: 



    Note: Maps in Collaboration are available only via .*wildixin.com domain.

From Messaging

  • Сlick on a colleague’s geolocation in Messaging tab to open a geographical map where the geolocation of that user is indicated: 



From Phonebook

  • Select a user and click Show on the map  to open a geographical map where the geolocation of that user is indicated:

Note: to be be able to see the geolocation of a user in Phonebook, you need to add the address when creating/ editing the contact (refer to Create/ edit a contact chapter).


Instant Messaging

Start a chat session

From Search field:

Enter the colleague name/ extension and select Chat from the drop-down menu.


From Colleagues / Feature keys:

  1. Mouse over a colleague and click on Chat icon

  2. Or right-click on a colleague and select Chat


From History:

  • Right-click on a colleague and select Chat


From call dialog during a call:

  1. 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: 



Use speech recognition: click the Microphone icon in the lower right section of the chat session window and start talking, the system transforms your speech into text.

Use emoticons: click on the Smiley icon in the lower right section of the chat session window to open the list of emoticons: 


Note: chat input options, except of emoticons, become hidden when you start typing your message.


All open chat sessions are displayed in the Recents section (left section of the screen). You can continue a previously started chat session by clicking on a user in the Recents section.


Close a chat session:

Go to the Messaging tab -> select a user:

  • Mouse over a user, click on Options button (three dots) and select Remove
  • Or right-click on a user and select Remove


File transfer

Transfer of files up to 100Mb:

  1. Supported by all web browser (we recommend using the latest version)

  2. File preview is supported

  3. File remains available for download in the chat window


Transfer of files bigger than 100Mb:

  1. Supported browsers: Chrome, Firefox

  2. Recipient must accept the file transfer, before the download starts

  3. File can be downloaded only once


Send a file:

  1. Open a chat session with user

  2. Click on the Paperclip icon in the lower right section of the chat session window

  3. Choose file on your PC 



Drag&Drop file transfer

During a chat session:

  1. Drag the file from your PC and drop it into the chat session window.


From Messaging tab -> Recents section/ Colleagues tab:

  1. Drag the file from your PC and drop it onto the colleague


From a clipboard

Copy and paste images from a clipboard (available starting from WMS version 4.01.44308.33)

  • To copy an image, right-click on it and select Copy or press command+C (macOS)/ Ctrl+C (Windows)
  • To paste an image, right-click in chat input field and select Paste or press command+V (macOS)/ Ctrl+V (Windows)

Screen Sharing and remote control

OS requirements (for presenter)

  1. Mac OS X 10.11 and higher

  2. Windows XP and higher

Download and install the component:

  1. Collaboration -> Settings -> Extensions, "Screen sharing component”

Start Screen Sharing

  1. Open a chat session with a user

  2. Click on More actions (three dots) button -> Screen


  3. 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

  4. The other party must accept incoming screen sharing stream: 


Viewers can see mouse movements/ pointer during screen sharing stream (available starting from Screen Sharing version 3.2.3).

Popups (if enabled) notify you each time viewers are connected and disconnected. 

Screen sharing on macOS

Due to the Apple security updates, it is required to add Wildix Screen Sharing App to Security & Privacy permissions upon the first launch:

1. Mac OS X 10.12 and higher:

When screen sharing is launched, the following notification is displayed: 



  • Click Open Preferences Pane to access Security & Privacy tab
  • Click + to add the component to permissions
  • Select Wildix Screen Share from Application and click Open

2. MacOS 10.15:

  • Go to macOS System Preferences -> Security & Privacy -> Privacy
  • Select Screen Recording and check off Wildix Screen Share


Start screen sharing during a call:

  1. Select Other -> Screen in a call dialog (See Chapter: Call Management)


Select the application to share:

  • Start a screen sharing session
  • From the menu bar (macOS) / taskbar (Windows), click on Screen icon -> Apps and select which application to share:



Enable remote control

Remote control is disabled by default starting from Screen Sharing version 3.1.3.

  • Click on the Screen icon in the menu bar and select Remote 


Note: Remote control on macOS Mojave

In order to allow remote control on macOS Mojave, you need to add Wildix Screen Share to your laptop's permissions:

  • Go to System preferences -> Security & Privacy -> Privacy
  • Click Accessibility and check Wildix Screen Share to allow remote control



Monitor selection

If you have extra monitors connected to your PC, you can select the monitor from the menu bar: 



Screen sharing management

Screen sharing to multiple users is supported.

See who is connected and stop screen sharing:

1. Select Other in the top menu -> Screen sharing manager



2. You can see the viewers who are currently connected:

    1. Click X in front of the viewer to disconnect this user

    2. Click Stop to disconnect all users 



Video tutorial:


Multiuser group chat

Requirements:

Multiuser chat room with possibility to add up to 500 participants and send pictures/ files.

Starting from WMS version 4.03.44655.46, cloud-stored group chats are available. Before this version, group chats are stored locally and removed after PBX reboot.

Limitations for cloud-stored group chats:

  • Not available for LifeTime/ Per Service PBXs
  • PBX must be accessible via public IP (or custom secure port)
  • Previous group chats will be removed after PBX reboot
  • Impossible to send files bigger than 100Mb
  • Impossible to add more than 100 users at once (you can split it for several times if there is a need to add more than 100 users to one group chat)
  • Not supported on Vision/ SuperVision phones


Create a chat room:

  1. Click on More options button -> choose + Group chat from the list



  2. Edit the conference title (optional)

  3. Add participants 

  4. Click the Tick icon to create a group chat



Participants receive conference invitation via chat.


Add / remove users:

Only group chat manager can add and remove users. Open the group chat management section by clicking on its title.

  1. Add user: start typing a participant's name/ extension number in the field and click the Tick icon to confirm 

  2. Remove user: mouse over a participant and click on the icon in front of the participant’s name  



Close the group chat:

Only the group chat manager can close the chat.

Other participants can leave the chat room and can join back only after the manager adds them again.

  1. Click on Logout icon in the group chat management section

  2. Click OK to confirm 


Post-It & Call me back

Post-It

It is possible to send virtual sticky notes to users or post them on your screen as a personal reminder.


From the top menu:

  1. Click on + button in the top menu and select Post-It



  1. To: select the Post-It recipient

    1. enter the user name / extension into the field To

    2. otherwise tick off “Personal reminder” option to post a note on your Collaboration interface

  1. Input field: enter your text

  2. Send Post-It as SMS: option is available for Post-It to user and requires a GSM media gateway

  3. Normal / Important: select the color based on importance:

    1. Green (Post-It to user) / Yellow (personal reminder): normal

    2. Red: important

  4. Click the Paper plane icon to post a note 



From Search field:

  1. Enter the colleague name / extension and select Post-It from the drop-down menu


From Colleagues / Feature keys:

  • Mouse over a colleague, click on Options button (three dots) and select Post-It from the list
  • Or right-click on a colleague and select Post-It


From Messaging:

  1. Click on the Post-It icon in the lower right part of the chat session window


Show / Hide Post-It

  1. Select Other in the top menu -> Hide Post-It / Show Post-It


Post-It History

  1. Select Other in the top menu -> Post-It History 



It is possible to:

  1. show / hide any Post-It previously received from users or sent as personal reminders

  2. clear Post-It history

Call me back

From Search field:

  1. Enter the colleague name / extension and select Call me back from the drop-down menu


From Colleagues / Feature keys / Messaging tab:

  • Mouse over a colleague, click on Options button (three dots) and select Call me back
  • Or right-click on a colleague and select Call me back


Call me back Post-It is displayed to the recipient: 



Recipient can call back the sender by clicking on the green Handset button.


To close Call me back note:

  • Click to close the note

Call

Active device for calls

You can make and receive calls directly from Collaboration or control other devices registered to your account, including hardware phones (WP, W-AIR), W-AIR Headsets, smartphone apps (iOS / Android) and mobility extension (mobile phone). The first available device is displayed to a user upon the first login.

Select the active device for making and receiving calls in the top menu: 


 

Note: when selected device becomes unavailable, “Web phone” is automatically selected.


Supported devices:

  • Web: make and receive calls directly from Collaboration

  • WP, WorkForce, WelcomeConsole, Vision, SuperVision, W-AIR: hardware phones
  • Wildix iOS/Android client: apps installed on smartphones
  • Mobile number: mobility extension number of a user
  • Any: possibility to select an active device upon placing / receiving a call
  • W-AIR Headset: possibility to add a device for handling calls. Refer to W-AIR Headset Manual for detailed information


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). 

Incoming calls

If you have several devices registered to your account, it is possible to decide whether all your devices must ring or only the active one:

Go to Collaboration Settings -> Personal:

  1. Ring only active device enabled: only active device selected in the top menu of Collaboration rings (ringer is muted on other devices)

  2. Ring only active device disabled: all active devices ring

Demo video:


Any” option makes it possible to select the device by clicking on the green Handset button in the call dialog, the moment you receive an incoming call: 



Outgoing calls

In case you have selected WP / WorkForce / WelcomeConsole / Vision / SuperVision / W-AIR / iOS/Android / Mobility device, outgoing calls are placed using this device.

In case you select “Any” option, once you place an outgoing call from Collaboration interface:

  1. you receive an incoming call to all your devices (answer the call from your preferred device)

  2. after you answer, an outgoing call is placed to the number you dialed

Make a call / Search for contact

Before making a call, make sure the correct active device is selected in the top menu.


From search field:

  1. Enter the name or 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.


In case you would like to call a number from your contacts:

  • 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 Feature 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:

  • Click on the Handset icon in the upper right part of the chat session window
  • Or mouse over a colleague, click on Options button (three dots) and select Call
  • Or right-click on a colleague and select Call


From History:

  1. Right-click on an entry and select Call / Call the mobile 



From Phonebook:

  1. 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 

Answer a call

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: 



  1. To answer a call: click the green Handset icon

  2. To decline a call: click the Hang up (red) icon

  3. To forward a call without answering: click Arrow icon, select the contact to forward a call to (using search)/ or transfer a call to Voicemail: 



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: 



  1. 1 - Hang up

  2. 2 - Hold/ resume

  3. 3 - Transfer

  4. 4 - Call recording

  5. 5 - Dialpad / Send DTMFs

  6. 6 - Other (expanded): 



    If you have more than one webcam, you can change the active webcam for video streaming in your browser permissions.

  1. 7 - Add tags (See chapter: Setting tags)

  2. 8 - Add notes, not available for calls between colleagues (See chapter: Contact notes)

  3. 9 - Call quality (shown only in case of a single call)

  4. 10 - Hide/ display a call dialog window: 



  1. 11 - Mute/ unmute your microphone. Mute icon is crossed out by default (flashing when muted)

Hold/ second call

Click on the Hold icon during a call to put a call on hold/ to resume a call. The second party hears music on hold (set up on the WMS side).

You can make/ receive more than one call at a time if "Call waiting" is enabled in Collaboration Settings -> Features for the current call type and user status.

Note: during a call you are notified of a new incoming call by call waiting tone (short beeps).

When you make / answer a second call, the current call is automatically put on hold.

It is possible to swap between an active call and a call on hold by pressing the Hold icon (Hold icon is blinking in for the call which is currently on hold): 


Switch active device during a call

In case you have more then one device registered to your account, you can switch them during a call using Continuity option in a call dialog window:

  • Click Other -> Continuity  and select the device you want to continue the call on 
  • The call is automatically picked up on the selected device 



  • To switch the device back to Web, dial Continuity Feature Code *5 (refer to Feature Codes Instruction for more information)

Call transfer

To transfer a call to another user:

  1. During a call, click on the Transfer icon

  2. Enter the contact name/ number (user status and additional phone numbers are displayed)

  3. Click on the Envelope icon to transfer a call to Voicemail, the Handset icon for attended transfer and Arrow for blind transfer, in front of the number you wish to dial: 



Drag&Drop Call transfer

Drag the Caller Name from the call dialog window and drop it onto the desired user in ColleaguesMessaging tab.


Video tutorials

Call transfer:

Forward to Voicemail:


Another video tutorial: Call transfer via BLF keys.

Conference call

It is possible to add users to call conference via Wildix Collaboration.

  1. When you have two calls, click Other -> Conference from one of the call dialogs to merge calls

  2. To invite more parties: make a new call and click Conference from the call dialog window: 



To close the conference, wait till other parties hang up. Otherwise, the conference manager receives an automatic callback after 5 seconds from each party who has not hung up.

Note: if you were looking for chat conference in Collaboration, read more: Multiuser group chat.

Video tutorial:

Video call

Video in Collaboration is fully supported on Chrome browser (WebRTC video).

2-way video is currently fully supported between Collaboration on Chrome and:

  1. Collaboration on Chrome

  2. Collaboration on Firefox
  3. Kite user on Chrome

  4. Kite user on Firefox

  5. Vision/ SuperVision

  6. iOS / Android client

  7. Video intercoms / IP webcams

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 documentationIntercoms integration with Wildix - Video before answer and Unlock button.


Start video streaming during a call:

  1. Click Other -> Video from the call dialog: 


Start video call during chat:

  1. 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.


Note: you can also dial Feature Code Record (*1) during a call to start / stop call recording.

To pause/ resume call recording, use Feature Code Pause Recording (*2). Consult Feature Codes and Pre answer Services Guide for details.


Call recordings are sent to a user via email and can be accessed later on via CDR-View and Collaboration -> History.

Video tutorial:

Attendant Console

Attendant Console is an extension for call agents allowing them to monitor and manage of up to 20 lines simultaneously using a mouse or a keyboard.

Note: Attendant Console supports assistive hardware and software for visually impaired users, for detailed information, read the brochure: https://drive.google.com/drive/u/1/folders/1JCqn4EhaqGsRToeacUjqkPs0TnGdz-gH


Open Attendant Console:

  1. Click Other from the top menu and select Open attendant console



Set up a shortcut to open Attendant Console:

  1. Go to Collaboration Settings -> Personal, "Open Attendant Console"

  2. 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: 


Call management via numeric keypad:

  1. Click Help to view the list of the hotkeys that allow you to manage calls via a numeric keypad: 



Make a call

  1. Press +

  2. Enter the name / number (internal / external)/ organization (company) name into the search field

  3. Press Enter

If a contact has several phone numbers, use the arrow keys of your keyboard to select the right one: 


Answer a call

  1. Press Enter to answer an incoming call in case you do not have active calls or your calls are on hold

Line management

  1. Press 0 to put a call on hold

  2. Press the digit corresponding to the line to resume a call / to answer a new incoming call:

    1. 1-9 for lines 1-9

    2. Ctrl+(0-9) for lines 10-19

Hang up

  1. Press - to hang up an active call

Attended transfer

Transfer a call after consulting the recipient:

  1. During a call make a new call to the recipient of call transfer

  2. Wait till the third party answers

  3. Press * and select the call using arrow buttons of your keyboard

  4. Press Enter to transfer the call 


Blind transfer

Transfer a call without consulting the recipient:

  1. During a call press *

  2. Enter the name / number/ organization (company) name into the field

  3. Press / to transfer the call

Record a call

  • Press Alt+Shift+R to start/ stop call recording during a call

Fax / SMS

Prerequisites: Fax Server settings must be configured on the WMS side; for SMS sending, GSM gateway is required.

Fax

From the top menu:

1. Click on More options button

2. Choose Send fax from the list 


3. Fill in the following information:

    1. Fax number: enter the fax recipient name / number (it is possible to enter multiple numbers separated by comma)

    2. Fax file: choose file on your PC

    3. Faxcover: check the box to include the fax cover and edit fax cover settings (See chapter: Fax Server)

    4. 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: 


Notes:

  1. fax delivery status is notified via email

  2. history of faxes can be consulted in Collaboration -> History (see Chapter Download faxes and call recordings)


From Search field:

  1. Enter the contact name / number / company name and select Fax:[number] from the drop-down menu


From Phonebook:

  1. Select a contact and click on the fax number


From History:

  1. Right-click on an entry and select Send fax.