Table of Contents

Overview

The Sangoma Phone Desktop App provides a great communications experience for calling and collaborating with coworkers, offering these features:

Make and receive calls
Blind transfers
Call Log
Visual Voicemail
Favorite Contacts with search option
Presence
Chat option (one-to-one, Public, or Private group)
Conference call

Using the Sangoma Phone Desktop App

Logging In

Host Field: Your Admin will provide you with the host address.
Username and Password: This will be the same credentials used to log in to the portal.

The Forgot Password screen will open the portal login page in the user's web browser. The user can then proceed to use the portal's Forgot Password option.

How to Set Up Favorite Contacts

The Favorite lists are available in the Contacts panel. Favorite contacts can be configured by the admin or by users through the portal.

The panel will list all the favorite contact lists created by the admin, as well as the user's favorite list (labeled as "My Favorites”). The user can add/remove contacts from their favorite list by clicking the star icon shown on the side of the Contact's card. The favorite lists created by admin can not be edited by the user.

Contacts	My Favorites

Contacts	My Favorites

User Configuration (portal)

With "Favorite Contacts" enabled, the user will see a "Favorites" group in their Contacts widget. The user will also see controls to manage their Favorites list, allowing them to include and exclude contacts. Contacts can also be reordered by dragging and dropping them to a different position on the list. After changes are saved, the Sangoma Phone Desktop App will show the Favorites in the Contacts panel.

How to Use Call Parking

When a call is answered from Sangoma Phone Desktop App, the user can park the call using the Park button. The call will then be placed into the default parking lot extension of the user.

The parked calls will be listed in the Parking tab. This tab will list only those calls that are parked in the default parking lot extension of the user. The user can retrieve any parked calls by clicking on the corresponding parked lot number.

How to Use Conference Rooms

About Conference

The Sangoma Phone Desktop App can show activity and provide some actions for Conference rooms that have been created.

To join a conference, dial the conference number and enter the conference PIN (Either the Admin PIN or the User PIN). The conference tab will list all the active members in the conference.

Users joining the conference by entering the Admin PIN will have additional controls. Admin can mute, unmute, remove users from the conference, and end the conference.

How to Merge Calls

The Sangoma Phone Desktop App offers a Merge Call feature, allowing two or more calls to be merged into a single conference call. The steps to merge two calls are as follows:

Dial the first number, once the call has been answered, put the call on hold.
Now dial the second number. Once the call has been answered, the merge button will become active. Click on it and merge the calls.
When the calls are merged into a conference call, the Conference tab will list all the users in the call. The user merging the calls will be the leader of the conference, and can control the conference using the CONTROLS buttons.

How to use Call Recording

When a call is answered from Sangoma Phone Desktop App, the user can start recording the call using the Record button.

If the user does not have permission to record a call, they will still see the option to start a recording, but an error message will appear if they attempt to start one.

Once the recording starts, an icon will appear on the screen to indicate that the call recording is in progress.

The user can stop the recording by clicking the Stop Recording button.

How to use Call Webpage Pop Ups

In the Sangoma Phone Desktop app settings, users will see the option to enable Call Pop Ups:

When the `Enable Call Pop Up` option is set to true, then Sangoma Phone can load a webpage in the default browser for all incoming calls.

URL: Enter the URL of the webpage to be displayed along with the required variables.

Call Variables: The following Call Variables can be used for the URL are:

CALLER_ID_NAME
CALLER_ID_NUMBER
INCOMING_DID

Emergency Location

The Emergency Location feature enables a Sangoma Phone Desktop App user to hide the real CID number shown at the receiving end and instead use a custom DID number based on the chosen Location when an emergency number is dialed from the Desktop App.

If the Admin has configured the Emergency Location option, it will be available under Settings in the Desktop App. Users can select the Emergency Location to be used while making an emergency call from the Desktop App. If the None option is selected, then the Emergency Location feature will be disabled.

The Emergency Location feature will be hidden when the Making Calls With feature is enabled and the selected option is NOT Desktop App. This is because for all other options, the call will be made from a different device, not the Desktop App.

How to work with External Contacts

The External Contacts (aka Private Contacts) are those contacts that the user adds. These contacts can only be modified by the user who created them.

To create an external contact, from the Desktop App,

Click the plus button located at the top right of the Contacts tab.
A dialogue box will appear with the options to create a new contact or add to an existing one.

Click the Create New button,
In the displayed dialogue box, enter the First Name, Last Name, Phone Number, and select the Label to indicate the type of contact.
The user can also add this contact directly to the Favorites list by checking the Add to Favorites option.
If the user wants, more than one phone number can be added by clicking the plus button in the modal.

The Desktop App also provides the option to Edit and Delete an external contact.

A number can be added to an existing external contact by clicking the plus button and then clicking the Add to Existing button. Once this button is clicked, a dialogue box will appear from which the external contact can be selected. Once the contact is selected, the user will be directed to the contact edit window. The user may update the contact from here.

The new numbers from the Call Log, Chat or Voicemail can also be added to the external contacts by clicking the plus button that appears against them. The rest of the process is same as described above.

Call Log	Voicemail log	Chat

Call Log	Voicemail log	Chat

User Control Panel (portal)

The user can also create an External Contact (aka Private Contact) from UCP by adding a new contact under the Private Group. For creating a Private Group click on the Add Group button in the Contacts widget, then enter the group name in the form and save the changes.

In order to create a new External Contact, navigate to the Private Group, click on the Add Contact button, fill the form, and submit.

The External Contacts added from the Desktop App will appear in the portal under the group name ‘Added From App’.

How to Originate hardphone calls from Desktop App

If the admin has enabled this feature, the Sangoma Phone Desktop App user can originate calls from their hard phone.

When enabled, the Desktop App will indicate that this feature is enabled.

How to view Sangoma Phone Desktop App Call Activity

If Call Activity groups have been enabled, to view the Call Activity tab in the Sangoma Phone Desktop App, the Call Activity button in Settings must be enabled.

When enabled, the Call Activity tab becomes available under Talk. It comes with a filter that has two options:

People & Calls: To view all the members in the assigned Call Activity Groups
Only Calls: To view only the members who are in a call.

If the user has Monitor permission against the user in the call, then the following Call Monitoring options will be available:

Monitor: The user can listen to the call without interfering.
Whisper: The user will be able to talk with the agent and vice versa. The customer on the call won't be able to hear the conversation between the user and the agent.
Barge: The user can join the call and talk with both the agent and the customer.

These Call Monitoring options will also be available in the Queue tab if the user in call is also a member of the queue and the logged in user has supervisor permission (Detailed View or Queue Call Control) for that queue. For more information, please visit this page.

How to Use the Sangoma Phone Chat Feature

Once the admin enables the chat, the chat feature can be accessed by clicking the CHAT button at the top of the Desktop App. The left side panel will provide a button to start a new chat and list all the ongoing chats involving other users, groups, and rooms. When a user, group, or room is clicked, a chat window will appear on the right side panel. This chat window will also load the chat history of that user/group.

One can use the chat feature in the following ways:

Direct Messaging to one or more users
Private, or Public Chat Rooms

Direct Messaging

One can start a new chat by clicking the Plus button on the left panel. A search panel will appear, allowing you to search for all internal contacts from here. One or more users can be selected when starting a Direct Messaging chat.

Chat Rooms

To create a chat room, click the Plus button on the left panel, then click Create a room. A new form will appear on the right-side panel. Fill in the group name and description. Then choose the Room Type, add some contacts, and then click the CREATE ROOM button. While selecting the room type, there are two options: Private and Public. The Public group can be searched and joined by other users. The Private group will not appear in searches. Other users need to be manually added to the group.

Chat Room Conference

A conference call can be initiated from a chat group by any member in the group.

Once the conference begins, the other group members will receive an invitation to join. They can join the conference by clicking the JOIN button.

The Conference tab on the Talk page lists all active users in the conference. The user who initiated the conference will have administrative controls over the conference.

How to Use Chat with SMS

Chats to SMS numbers can also be done in the Sangoma Phone Desktop App.

After an admin has assigned an SMS DID to the user, the assigned DID will be available for selection in the Default DID for new outgoing SMS dropdown on the SangomaConnect tab of the user's settings. This DID is used as the caller ID when the user sends a new text message. If the user receives a text message that was sent to another one of their DIDs, their response will include the caller ID of that DID, not the DID indicated here.

When no SMS DID is selected (default), SMS functionality in Chat will not be available to the user.

If a default SMS DID for new outgoing SMS is set for the user, when starting a new Chat, SMS will be a new available option. After adding an SMS number in the search and pressing GO, a new Direct Message chat to that SMS DID will be created with the value set in the Default DID for new outgoing SMS as the from DID.

If the user receives an SMS to another one of his assigned DIDs, it will show as a separate chat. When the user replies to this SMS, the DID to which this SMS is received will be used as the from DID.

SMS Chat Notes:

SMS only works for 1 on 1 Direct Messages
- For example, Ext101 is assigned SMS DIDs through the admin. Ext 101 is logged in to the Sangoma Phone.
  - SMS messages received on any of the assigned DID will show up as a direct message from the sending number
  - Ext101 may start a new SMS chat by entering a phone number when creating a chat
  - SMS numbers can't be included in a Chat Room, or included in Group direct messages
Multiple SMS DIDs can be selected per user for Sangoma Phone Desktop Apps to send/receive messages. Refer to the "Default DID for new outgoing SMS" setting for more information.
At this time, if a user is set to receive SMSs on multiple DIDs, it is not possible to identify on which DID the SMS was sent to. This is because the Sangoma Phone Desktop App will display only the DID from which the SMS is received. This will be fixed in the later versions.
Additionally, in the chat history, the from DID is not displayed. Instead, the Contact Name is shown. This makes it difficult to identify from which DID the SMS is sent. This issue will be addressed in later versions.
For valid video files received over SMS, no preview thumbnail is displayed in the chat. Only the option to download is provided.

The following content only applies to Switchvox, FreePBX, and PBXact platforms

Sangoma Softphones - Desktop App User Guide