CommUnity Desktop User Guide PDF

Available

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

Away

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.

Busy

Contact is busy and not available for communications.

Offline

Contact is offline and not logged into the app.

On a Call

Contact is currently on a call. Note: Caller ID for connected caller will not be displayed.

Advanced Presence On a Call

Contact is currently on a call. If permissions are enabled, you can view who the Contact is talking with.

Do-Not-Disturb

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

Open the Communications Stream to start a Chat with an internal Contact by taking one of the following actions:

• Click Chat on the top left of the Main Window.

• Click on a Contact in the Recent or Favorites lists.

• Click on a Contact from the Directory on the Main Window or in the Softphone.

• Click on a Contact from any of the tabs within the Recent Communications module.

• From the three-dot menu located in various places throughout the app, click Chat.

NOTE: Chat is not available for External Contacts.

MULTI-USER CHAT

Start a Multi-User Chat or add up to 10 additional users to a 1:1 chat.

• Click Chat in the top left of the Main Window or the Multi-User Chat icon on the top right of a Comm Stream.

POP-UP CHAT
Use Pop-Out Chat to chat with more than one user at a time.

• Click the three-dot menu to the right of a contact and select New Window or click the Pop-Out Chat icon on the top of a Communications Stream.

TYPING INDICATOR

Toggling the typing Indicator settings on, users can see a
contact is typing while in a chat. Settings include:

• Show others when I am typing.

• Show me when other people are typing.

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 with a three-dot menu will appear.

• Choose an emoji from the short list, or click on the three-dot 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 or more Contacts’ names.

• 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 Communications Stream with a Contact or Group.

FILESHARE

Integrate Filesharing directly into Chats 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

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

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

• From Favorites, click on any Favorite.

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

• From the Directory, navigate between Internal, External and Group Contacts.

• Open the Directory, click on the three-dot menu and click Call.

• 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.

• Drag and Drop: from the Dock, drag and drop the active call to any contact within the app.

Hint: Utilize the Pop-Out Chat feature to chat with more than one user at a time. You can open a new Chat Window by clicking the Three-Dot Menu to the right of a Contact and selecting New Window or by clicking the Pop-Out Chat icon on the top right of a Comm Stream.

• Right click on the three-dot menu anywhere in the app and choose a transfer type:

  • Voicemail

  • Cold Transfer

  • Warm Transfer

• From the Softphone, click on Transfer and choose a transfer type:

  • Warm Transfer

  • Cold Transfer

  • VM Transfer

CALL BAR COLORS

• Green = External/Unknown

• Yellow = Queue

• Blue = Internal

• Purple = Conference

• Magenta = Ring Group

CALL BAR ACTIONS

• Click Call Bar to view full call control for that call

• Hold/Resume

• End Call

SOFTPHONE

HARDPHONE

• Mute

• Hold

• Convert to Conference

• Transfer

• Dial Pad

• Move Devices

• Record

• Volume

• Audio Input

• Hold

• Convert to Conference

• Transfer

• Move Devices

• Record

• Audio Input

The Directory contains Contacts and Groups with whom you communicate. There are three tabs within the directory, representing the following types of contacts:

• Internal Contacts within your organization

• External Contacts outside your organization that you have manually added to your app

• Group Predefined Groups that have been setup by your admin

Within the directory, you can:

• Add an External Contact.

• View the Presence status of all Internal contacts.

• Filter and search for contacts.

• Click on a contact to open the communications stream with that contact.

• Click on the three-dot menu to interact with that contact.

• Conference Room Name

• Moderator PIN

• Participant PIN — Can be left blank if no PIN is required

• Participant Can/Cannot Join Before Moderator

• Participant Can/Cannot Stay After Moderator Leaves

• Invites to Internal Users — Call Only, Chat Only, Call and Chat

• Invites to External Users — Call Only

• Click the Conferencing icon on the left side menu (right).

• Click Start Audio Conference to be connected to your room as the Moderator (below).

• Select Conference button on call control display.

• Select Invite.

• Choose participants to invite via the Dialer, Favorites, Recent and Directory tabs.

• Review Total Participants Selected by clicking on X Selected.

• Select Send Invites and View Participants that have joined your room.

Participants will receive a chat and/or call to join the meeting with one click. No need to enter room numbers or PINs.

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 app’s main navigation, on a communications stream with a contact, or the three dot menu.

• 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.

• Tick 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

• Select Web Launcher from the lefthand menu

• 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.

ASSIGNING WEB LAUNCHER 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 your Avatar.

• Click Settings.

• Click Call Routing.

• Click Forward to Extension.

• Choose the following Settings:

  • Ring Time for Extension
    How long your extension rings before Forwarding to another extension. Can be value between 0–60 seconds.

  • 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 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:

• Click Avatar.

• Click Settings.

• Click Call Routing.

• Click Use Find Me Steps to configure FMFM.

• Choose the following settings:

  • FMFM Procedure/Steps

  • Don’t find me when I’m on a call

• 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 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:
  Available 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 Call Icon on a Call you wish to pick up from the Parking Lot.

• Parked call is now connected to user.

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. This can be useful when you are sharing your screen or simply don’t want to be disturbed.

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 Avatar.

• Toggle on Do Not Disturb.