Page Comparison

Do not disturb mode - Contact is in do not disturb mode. Sounds and system notifications are paused, and all calls are sent directly to voicemail.

Available - Contact has been active recently on the app and is available for communications.

Busy - Contact is busy and not available for communications.

Away Status - Contact has been away from the app and may not be available for communications. The app automatically will show Away status after 20 minutes, but you can customize this default setting.

Offline Status - Contact is not logged into the app and therefore Offline.

On a Call Status - Contact is currently On a Call. Note: Caller ID for connected caller will not be displayed.

Advanced Status On a Call - If permissions are enabled, when a contact is on a call you can see who the Contact is talking with.

To start a Chat session with an internal contact take one of the following actions:

• Option 1:

  • Click Chat on the top left of the Main Window and search and select the contact(s).
    

• Option 2:

  • Click on a Contact in the Recent, Favorites or Directory list.

  • When the contact open enter a message at the bottom of the page.

REACTIONS

Reply to Chats with Emoji Reactions. To use Emoji Reactions:

• Hover over the Chat you want to react to and a short list of emojis and the More  ( ⋮ ) menu will appear.

• Choose an emoji from the short list, or click on the More  ( ⋮ ) menu to pick from a full library of emojis.

Your reactions are highlighted blue, while other Contact’s reactions are highlighted grey.

MENTIONS

Use Mentions while chatting with a group to call attention to certain Chats or Contacts. To use Mentions:

• Type @ followed by one a Contact name.

• To call attention to everyone in a group chat, type @ followed
  by group.

Your mentions are highlighted blue, while other contact’s mentions are highlighted grey.

From the Group’s Profile you can choose which notifications to receive: All Messages; Messages tagged @you or @group; or No Messages

SPELL CHECK

Spell Check is enabled for all Users and provides real-time monitoring for typos. To use Spell Check, simply open a chat session with a Contact or Group.

FILESHARE

Share files directly in a Chat via the attach icon within a Communications Stream. Share files directly from your computer or popular cloud apps:

• Box

• Dropbox

• Google Drive

• OneDrive & SharePoint

NOTE: If desired, Fileshare and/or Chat can be disabled for users

MULTIPLE CHAT SESSIONS

To start a seperate Chat Session, Click the three-dot menu to the right of a contact and select New Window.

GROUP CHAT

Start a Group Chat or add up to 10 additional users to a 1:1 chat.

• Option ①:

  • Click Chat in the top left of the Main Window, then search and select multiple contacts.

• Option ②:

  • Click on a contact and then click on the Multi-User Chat icon on the top right of a Comm Stream.

TYPING INDICATOR

Toggling the typing Indicator settings so you can see when a
contact is typing while in a chat.

• Click on your Profile and select Setting.

• Scroll down until you see Typing Indicator. Settings include:

  • Show others when I am typing.

  • Show me when other people are typing.

From the Call Panel

Click on the Call button on the top of the app to open the Softphone.

① From the Dialer, dial or type any phone number.

② From Favorites, click on any Favorite. Click on the
More  ( ⋮ ) menu next to the desired contact and select Call.

③ From Recent, click on any Recent Contact or Phone Number.

④ From the Directory, select Internal, External or Group Contacts. Click on the More  ( ⋮ ) menu
next to the desired contact and select Call.

From the Recent

• Hover over a contact in your Recent or Favorites lists, click the three-dot menu, and click Call.

• Click on a contact anywhere in the app to bring up your communications stream with that contact. From the top of the window, click on the handset icon to call the contact.

Mac users can click on a telephone link in a webpage or desktop app to make a call utilizing Click-to-Dial. Windows is not supported at this time, but it will be available in the future.

The Integrations Module allows you to easily navigate to third-party portals you or your organization have subscribed to, including but not limited to:

• Paperless Fax

• Record All

NOTE:

The app will only display licensed/subscribed portals. Clicking on the service opens a webpage browse and directs you to the corresponding portal.

To start a search:

• Click the Magnifying Glass on the panel on the left side of the app.

• Perform targeted searches by clicking the search icon in a communications stream

• Click on Settings > Website Launcher

• Fill in the URL of the web page you would like to open in one of the boxes under either Inbound Calls or Outbound Calls.

• Tick the Auto-Launch box if you want the page to open automatically for every call of the appropriate type.

• Click the Silent box if you want the page to open in the background (typically for reporting purposes; some sites log the information in the URL string automatically).

• Once complete, your settings will be saved automatically.

VARIABLES

Sangoma also provides variables for URL strings in case a site requires elements like a Username or Password:

• Click on Settings > Website Launcher

• You can use any and/or all of the variables listed.

A fully configured URL string may look like this:
“http:/ /support.netfortis/support_test.cgiticket_id=%%caller_name%%&type=%%type%%”
Note: Please study construction of the URL carefully. Every variable requires an ampersand as a delimiter (un=%%username%% & pw=%%password%% for example). A web launcher with an incorrectly formatted URL will fail to do anything.

WEBSITE LAUNCHER - ASSIGNING PROFILES

Choose from a list of pre-configured URLs:

• Click on Settings > Website Launcher.

• Click the drop-down menu next to Web Launcher Profiles.

• Select one of the pre-configured profiles included.

• Once you select a profile, the URL boxes automatically populate

RECENT CONTACTS

Recent Contacts displays Internal and External Contacts with whom you’ve had recent Calls or Chats. Click a Contact to open a Communications Stream and view details of recent interaction. You also can click the three-dot menu to the right of a Contact to open a list of one-click actions you can take with that Contact.

FAVORITES

The Favorites section displays Internal and External Contacts who you have marked as Favorites. Mark contacts as Favorites so that they always appear on your Contacts List. Favorites can be Internal Contacts, External Contacts or Groups.

Your Default Call Device is the device used to make outbound Calls. You can set and change your Default Call Device from the left-side navigation bar.

Devices that may appear, depending on your personal devices assignments, may include:

• Desktop Phone — app will ring the Desktop Phone and then ring out to the number or Contact

• Softphone — app will make a Softphone Call to the number or Contact

• Mobile — app will ring your Mobile Phone and then ring out to the number or Contact. Users can enter their Mobile number in the Profile section of the app.

If you are a Call Center user, you can view your Queues and Login/Logout of those Queues via the app’s Main Navigation.

NOTE: The Queue icon will not be visible if you’re not an assigned Call Center user.

TO FORWARD CALLS TO AN EXTENSION

• Click on your Avatar.

• Click Settings.

• Click Call Routing.

• Click Forward to Extension.

• Choose the following Settings:

  • After - How long your extension rings before Forwarding to another extension. Can be value between 0–60 seconds.

  • forward to - Enter the extension to forward the call to.

  • Return Call Back to Voicemail
    If forwarding party does not answer, you have the option to return call back to Voicemail

• Click Apply Call Routing or Cancel.

TO FORWARD CALLS TO AN EXTERNAL NUMBER

• Click on your Avatar.

• Click Settings.

• Click Call Routing.

• Click Forward to External Number Ring Time for Extension
  How long your extension rings before Forwarding to external number. Can be value between 0–60 seconds.

• Click Apply Call Routing or Cancel.

To set up or manage your Find Me/Follow Me (FMFM) settings:

• Clickon your Avatar.

• Click Settings.

• Click Call Routing.

• Click Use Find Me Steps to configure FMFM.

• Choose the following settings:

  • Don’t find me when I’m on a call

  • Add Steps

• Click Apply Call Routing or Cancel.

By default, you are setup with the following FMFM steps:

• Ring some of my devices for 20 seconds

• Forward to my voicemail

FMFM STEPS AVAILABLE

• Ring some of my devices

• Call my extension

• Call other extension

• Call external number

• Forward to my voicemail

• Forward to other voicemail

• Call multiple extensions/numbers

• Notify caller that you’re being located

Call Park and Pickup are actions you can perform from the CommUnity desktop app.

TO PARK A CALL

• You must be on an active Call.

• Select Transfer from the Call control display.

• Select a location to park the call:
  Global, Site and Dept Parking Lots will be displayed. (In the example below, a user is parking a call in the global parking lot).

• The call can now be viewed in the parking lot based on permissions and access.

• You are no longer on the active call.

TO PICK UP A PARKED CALL

• You must have permissions to view Parking Lots. Click the Blue ANSWER button on the Call you wish to pick up from the Parking Lot.

• The Parked call is now connected to user.
  Note: When a call is picked up from the a parking the caller’s phone will ring once before the call is picked up.

PARKING LOTS

If Parking Lot access is enabled for your account, Parked Calls will be visible in the app’s Main Window. Parking Lot settings are located in the General category of the app, where you can turn Parking Lots on or and determine which of the following Parking Lot types (if any) you’d like to view:

• Global

• Sites

• Departments

PARKING LOT DISPLAY DETAILS

• Name of lot and # of parked calls

• Parked caller’s ID

• Remaining time before parked call timeout
  Highlighted in orange when timer falls below 01:00

• Parking space number

HOVER DISPLAY DETAILS

• Who parked the call

• How long the call has been parked

• Total call time of the parked call

Utilize DND when you don’t want to be disturbed by incoming calls and chats.

When DND is enabled:

• Sounds and pop-up notifications are paused.

• Notification bubbles will still appear.

• Chats are suppressed.

• Calls to your extension are automatically sent to voicemail.

TO ENABLE DND

• Click on your Avatar.

• Toggle on Do ot Disturb.