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CommUnity myHUD Desktop User Guide

CommUnity myHUD Desktop User Guide

Table of Contents

Introduction

The CommUnity myHUD Desktop App is a native client that serves as the end user application for CommUnity. Built with the user in mind, CommUnity improves
communications with its:

  • Simplified unified and intuitive user experience.

  • Optimized functionality and performance.

  • Improved presence, chat, notification experience.

  • Communications history and search.

  • Integrated softphone.

  • Call Center agent functionality and integration Contextual intelligence.

Features

  • Recent Communications

  • Search Content

  • Click-to-Call and Call Control

  • Softphone

  • Chat, Mentions and Reactions

  • File Share

  • Presence

  • Directory/Contacts

  • Audio and Video Conferencing

  • Call Center

  • SMS

  • Call Recording

  • Website Launcher

System Requirements

  • Windows OS: Windows Vista, Windows 7, Windows 8/8.1, Windows 10, Windows 10+, Windows 11

  • Mac OS: Mac OC 10.9 Mavericks, Mac OS 10.10 Yosemite, Mac OS 10.11 El Capitan, Mac OS 10.15 El Capitan, Mac OS 11 Big Sur, Mac OS 12 Monterey

  • Memory: Minimum of 4GB (8GB recommended)

  • Disk Space: 500MB of free hard drive space

  • Screen resolution: Minimum 1,024 x 640

Installation

Install Steps

  • Click the Windows or MAC download links below.

  • Locate the downloaded installer file.

  • Double-click the installer and follow instructions.

  • Launch the CommUnity App.

Note for Mobile/ Android Users: click here https://sangomakb.atlassian.net/wiki/spaces/Community/pages/321061103

Signing In

When you launch the application, you are prompted to sign in:

  • Enter your Sangoma username and password.

  • If you don’t remember your password, click on the Forgot password? link to reset your password.

  • Click Log in.

Note: In most cases, your username is your email address. If your company is setup to authenticate with Active Directory (AD), Okta or Microsoft, click the corresponding button. If enabled for your organization, a “Remember Me” toggle will display that allows CommUnity to remember usernames and Passwords.

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Main Window

Modern View

When you launch the CommUnity App for the first time, it launches in the collapsed view. You can expand and collapse the view by clicking on the expand and collapse icon shown below. The app defaults to the Modern View which shows your Recent and Favorite contacts. Click the + Favorites button to add contacts to your Favorites list. You can also add a contact to Favorites by clicking on the three-dot ( ⋮ ) menu next to a contact throughout the CommUnity App. The Recent Contacts list will show any Internal Contacts with whom you have exchanged Chats or Calls.

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Classic View

If you prefer seeing all your company contacts, you can switch to the Classic View. The Classic View will give allow you display the following contact list.

  • Internal

  • External

  • Groups

  • Favorites

  • Recent.

To switch between the Modern and Classic view, Click your Profile icon and than select Settings > General > Sidebar Appearance.

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My Profile

Quick Links

Click on your Avatar icon to:

  • Update your status.

  • Change your status message.

  • Access settings.

  • Log out of the app. 

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Change Avatar and Password

Click your Avatar icon and select Setting > Profile > Upload Avatar

  • upload an image.

  • Click the SUBMIT AVATAR BUTTON

You can change your Password at the bottom of the screen marked Security.

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Statuses

Throughout the app, your status can be seen for yourself and other users. Presence states include the following:

ICON

DESCRIPTION

ICON

DESCRIPTION

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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.

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

Status Icon - Busy 2.png

Busy - Contact is busy and not available for communications.

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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.

Status Icon - In Active.PNG

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

Status Icon - On a Call 2-20240716-140513.png

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

Status Icon - Advanced Status On a Call-20240716-140954.png

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.

Notifications

Throughout the app, there are orange notification bubbles that indicate a missed Call, Chat message or Voicemail. Within the notification bubble is a counter that indicates the number of missed notification.

the Recent Communications icon displays the total number of missed notifications.
(The Recent Communications icon is the first icon in the left side the navigation pane)

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In Settings, users can customize which types of notifications they want to see in the app.

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Recent Communications

Click the Recent Communications icon (The first icon in the left side the navigation pane) to expand the app and displays a list of recent Communications. Several one-click action buttons make it easy to interact with and respond to Recent Communications.

The communications are categorized into 5 tabs:

CALLS

View Call Activity.

  • Search for by caller name.

  • Sort by Name, Call, Type, Timestamp.

  • Filter by Call Type to easily access Incoming, Outgoing, Missed Calls, etc.

VOICEMAILS

  • Play, Delete, Download or Mark as Seen/Unseen.

  • View Transcription of Voicemail.

  • Call Voicemail with one click.

CHATS

View Chat history.

  • Search for by contact name.

  • Sort by Name, Message Received or Timestamp.

ATTACHMENTS

  • View and Download Attachments sent in your Communications Streams.

RECORDINGS: ON DEMAND & QUEUE

  • Play and Download your OnDemand Recordings.

  • Play and Download your Queue Recordings.
    (if you’re a Call Center Agent with recordings and permissions enabled)

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Communications Stream

The Communications Stream captures all communications that occur within the last 30 days with a Contact.

Click on a Contact to view historical communication elements, including:

  • Chats

  • Inbound, Outbound and Missed Calls

  • Voicemails

  • Attachments

  • Conferences

Available actions from top of the Communications Stream:

  • View Contact’s Status

  • Favorite or Unfavorite Contact

  • Search

  • Call Contact

  • Pop-Out Chat

  • Multi-User Chat

  • View Contact’s Profile

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Start a Chat

NOTE: Chat is not available for External Contacts.

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.

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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.

image-20240302-202542.png

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

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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.

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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

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MULTIPLE CHAT SESSIONS

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

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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.

 

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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.

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Make a Call

You can make a Call by taking one of the following actions:

From the Call Panel

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

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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

image-20240302-102727.png

  • 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.

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Transfer a Call

You can transfer a call by taking one of the following actions:

From the Softphone

  • Click on Transfer and choose a transfer type:

    • Warm Transfer

    • Cold Transfer

    • VM Transfer (Transfers to Voicemail)

image-20240713-115713.png

From a Contact

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

    • Warm Transfer

    • Cold Transfer

    • VM Transfer (Transfers to Voicemail)

image-20240713-115952.png

Drag and Drop:

  • From the Dock, drag and drop the active call to any contact within the app.

image-20240713-124619.png

Note:

Drag and Drop Transfer must be configured in the Profile Settings.

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ACTIVE CALLS

Active Calls appear in the Dock right below the Call button.

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Call Control Window

The Call Control Window appears once you are on an active call. Call Control options depend upon use of a softphone or hardphone.

 

Directory

SOFTPHONE

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  • Mute

  • Hold

  • Convert to Conference

  • Transfer

  • Dial Pad

  • Move Devices

  • Record

  • Volume

  • Audio Input

HARDPHONE

image-20240713-133312.png

  • Hold

  • Convert to Conference

  • Transfer

  • Move Devices

  • Record

  • Audio Input

Conferencing

The Conferencing module allows you to create, manage or join conference call.

Audio After you log into to the CommUnity app ,you’ll have your own Audio Conferencing room.

Video If your organization subscribes to Video Collaboration, you’ll have access to Video Meetings.

You can start an Audio or Video Conference with one click.

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Audio Conferencing icons

① Audio Conference settings

② Invite participants via Directory

③ Invite participants via email

④ Copy invite details

⑤ Moderator PIN

AUDIO CONFERENCING SETTINGS

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Moderator Settings

  • Conference Room Name

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

Participant Settings

  • Participant Can/Cannot Join Before Moderator

  • Participant Can/Cannot Stay After Moderator Leaves

Invitation Settings

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

  • Invites to External Users — Call Only

HOW TO START AN AUDIO CONFERENCE

  • Click the Conferencing icon on the left side menu.

    image-20240713-134930.png

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

    image-20240713-134203.png

  • Click on the Conference button on call control display.

    image-20240713-135528.png

  • Select Invite.

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  • Choose participants to invite via the options at the bottom of the invite pop-up.

① Dialer

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② Favorites

③ Recent

④ Directory

  • Review all the participants selected by clicking on Selected Tab.

  • Click the Send Invites button.

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MODERATING AN AUDIO CONFERENCE

Moderators have an interface to manage their Audio Conference calls. Moderators can:

  • View all Participants on Call.

  • Invite additional Participants.

  • Copy invite details to be shared via Email, Chat or another tool.

  • Mute or Unmute All Participants.

Click the three-dot menu to the right of a Participant to Mute or Remove the Participant from the Conference.

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TO JOIN AN AUDIO CONFERENCE

  • Enter Room Number

  • Enter the PIN (if required).

  • Click Join Audio Conference.

You will be connected to the conference as a participant.

 

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VIDEO CONFERENCING

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