Table of Contents

1 Overview
2 Talk Settings
3 The Softphone Call Box
4 The Contacts Tab
- 4.1 FAVORITES
- 4.2 INTERNAL
- 4.3 EXTERNAL
- 4.4 GROUPS
5 How to make a phone call
- 5.1 Using the Keypad
- 5.2 Using a Contact list
6 How to receive a Call
- 6.1 How to Handle Simultaneous Call Rings
- 6.2 How to Transfer a Call
7 Conference Calls
8 Merge Calls
- 8.1 How to Merge Calls
9 Parked Calls
- 9.1 How to Configure Parked Calls
- 9.2 The Parked Tab
- 9.3 How to Park a Call
- 9.4 How to Answer a Parked Call
10 The Call Log Tab
- 10.1 Filter Options
11 The Voicemail Tab
12 Recordings
- 12.1 How to record a call
- 12.2 The Recordings Tab
13 Call Monitoring Tools
- 13.1 How to Barge, Monitor, Whisper, or Record an Internal Call

Overview

TeamHub Talk provides the ability to make and receive phone calls without having to download and install a Softphone client. TeamHub Talks also supports routing a call to a different number if the number that was called is unavailable.

To access the Talk function within TeamHub, click the Talk icon in the left side panel.

① Talk App Icon: Click the Talk App Icon to open the Talk App. The icon also displays the number of events not viewed by the user.

② Softphone Call Box: The Call Box is displayed on the left side of the page and is where phone calls are handled.

③ Main Window: The main window is where the list of Contacts, Call Logs, Voicemail, Call Recordings, Conference, and Parked Calls are displayed.

④ Menu: From the menu, users can open the Contact List, Call Log, etc. Each item in the menu will display the number of events not viewed by the user

⑤ Contact Category Lists: From this menu, users can select the type of contacts they want to display.

⑥ Search: This field provides the ability to search the displayed List.

Talk Settings

The Talk Settings allows users to configure options for Parked Calls, Mobile Phone, Find Me, Voicemail, Alerts, and Conference Calls. For more information, click Here.

The Softphone Call Box

The Softphone Call Box is displayed on the left side of the page. The Call Box is used to manage inbound and outbound phone calls.

The Call Card floats on any TeamHub screen.

The Contacts Tab

The Contacts Tab contains the following Contact List:

FAVORITES

When you click the Favorite ( ☆ ) icon next to a contact in any contact list, that contact will be added or removed from the FAVORITES list.
(Note: The available actions in a favorite are based on the Contact type. See below for the available actions.)

INTERNAL

This list consists of the contacts in the company directory.
- Click on the Phone Number to call the contact.
- Click the more ( ⋮ ) icon to access the following options.
  - Call options
    - Call - Call the contact.
    - Voicemail - Leave a voicemail message for the contact.
    - Start Conference - Start a conference call.
    - Join a Conference - Join an existing conference call.
  - Favorite - Add or remove a contact from your favorite contacts.
  - View History - View your historical events with the contact.
  - Contact Details - Display the contact’s details.

EXTERNAL

From this tab, you can Add, Update, Remove, or Call your External contacts.

GROUPS

This displays the Groups configured by your CommUnity Administrator.
- Click on the Extension Number to call the group.
- Click the more ( ⋮ ) icon to access the following options.
  - Call options:
    - Call - This feature allows group members to call all members of the group.
    - Page - This feature allows group members to send a one-way announcement to the group.
      - From the Group Call Options, select Page. After the call box is displayed, start talking.
      - Click the hang-up icon in the call box when you are done.
    - Intercom - This feature allows group members to initiate two-way communication by initiating an intercom call.
      - From the Group Call Options, select Intercom, and when the call box is displayed, start the conversation.
      - Click the hang-up icon in the call box when you are done.
    - Start Conference - Start a conference call.
    - From the Group Call Options, select Start Conference.
    - Click the hang-up icon in the call box when you are done.
  - Favorite - Add or remove a contact from your favorite contacts.
  - Contact Details - Display the contact’s details.

How to make a phone call

With TeamHub Talk's "Click to Call" feature, simply click a phone number within a website, and TeamHub Talk will initiate the call.

Click the Talk icon in the left side panel to open TeamHub Talk.
Note: If you have multiple extensions, you can select which extension/caller ID to use.
Once the Talk application opens, there are 2 methods to initiate a phone call.
- Enter a number within the call box using the keypad.
- Select a number from the Talk Contacts.

Warning: Refreshing the web browser page may disconnect you from the current call while the other callers remain on the call.

Using the Keypad

① Enter the Extension or Phone Number using the Keypad.

② Click the Call icon.

Using a Contact list

Click the Contacts tab at the top of the page.
Select one of the contact lists.
(Favorites, Internal, External, etc.)
Search for the desired Contact.
Click on the Contact’s Extension/Phone Number to call their default number.
To call a contact’s non-default number:
- Click on the desired Contact Name to display the Contact’s details.
- Click on the desired Extension or Phone Number.
  Note: TeamHub Talk extensions are displayed first in the list.

How to receive a Call

When a call comes in, a Call Card will be displayed. The following actions are available.

Accept the call.
Decline the call.
Turn the ringer off or back on.
( Silence the incoming call ringer )

How to Handle Simultaneous Call Rings

If TeamHub Talk Call Routing is configured with multiple phone numbers/extensions, follow these steps:

When the first call comes in, a Call Card for each configured phone number will be displayed simultaneously.
Click the Accept icon on the desired Call Card.
If a second call comes in while the user is on a call, additional Call Card(s) will be displayed with the option to answer the call, decline the call, or silence the incoming call ringer.

How to Transfer a Call

For detailed instructions on all the call transfer features, reference the TeamHub Talk Call Transfer Guide.

While on a call,

In the call box, click the Transfer ( ) icon.
Select Cold Transfer, Warm Transfer, or Voicemail Transfer.
Select a contact from one of the contact lists.
Click on the number to transfer the call to.

or

Enter an extension or phone number using the Keypad.
Click the TRANSFER CALL button.

Note: If you start a warm transfer and want to switch to a different transfer mode, you must first cancel the transfer.

Conference Calls

A conference call enables users to engage in a live conversation with multiple people simultaneously. Users can join or leave a conference call as they see fit. To join a conference, you must have the room number and participant or moderator pin provided by the conference owner. To initiate a conference call, follow the steps below:

Note: You can give a person your moderator pin so that they can be the moderator, but they must join the conference before you.

How to start a Conference Call while on a call

How to Start a Conference Call from the Contacts Tab

Click the Contacts Tab at the top of the page.
Search for the desired contact.
Click the more ( ⋮ ) icon.
Select Call options.
Select Start Conference.
To add additional participants, click the ( + ) icon to the right of the desired contacts.
After the desired contacts have been added, click the
ADD TO CONFERENCE button at the bottom of the call box.

The Conference Tab

Within the conference tab, you can start a conference, join a conference, and view the active conference details.

How to start a Conference Call from the Conference Tab

① Click the Conference tab at the top of the page to manage conference calls.

② Click My Conference Room.

③ The conference room invite information can be copied to your clipboard or emailed to participants.

④ Click the START CONFERENCE button.

Moderate a Conference Call

The moderator can take the following actions once a conference call has been started.

① The moderator can mute or remove participants.

② Copy or Email the conference room invite information.

③ End the conference call by clicking the FINISH CONFERENCE button.

④ Invite other participants by clicking the INVITE OTHERS button.

⑤ Mute or remove an individual participant.

Join a Conference Call

To join an existing conference, follow these steps:

Select the JOIN CONFERENCE tab.
- Join as Participant -
  - Enter the Room Number and the Participant Pin provided by the conference owner
  - Click the JOIN CONFERENCE button.
Join as Moderator
Note: To join as the moderator, you must join the conference before the conference owner.
- Enter the Room Number and the Moderator Pin,
- Click the JOIN CONFERENCE button.

Note:

If you are the conference moderator, the conference details are displayed in the MY CONFERENCE ROOM Tab.
If you are a participant, the conference details are displayed in the Join Conference tab.

Merge Calls

Merge Calls, also known as 3-way calling, allows a user to add 1 or more participants to an existing TeamHub phone call.

How to Merge Calls

After starting an initial call in TeamHub, follow the steps below.

Call the next person you want to join the call.
Click the Transfer icon ( ), then select Merge.
Click the Merge icon in the call box of the person who was called.
Repeat the steps above to add additional participants.

Parked Calls

Call Park allows a team member to put a caller on hold in a communal parking lot. The team member can then make or receive other calls and resume the parked call at a later time. Other team members can also pick up parked calls.

How to Configure Parked Calls

The Park Call options are configured in the General Setting section within the Talk Settings.
Users can enable or disable visibility to parked calls for specific parking lots.

The Parked Tab

The Parked tab at the top of the page will display the number of parked calls.

Click on the Parked tab, and a list of parked calls is displayed.
Above the Parked Call list, you can filter by Parking Lot and search for parked calls.

How to Park a Call

While on a call, in the call box, select the More ( ⋮ ) icon and select the Park Call option.

The parked call will now appear in the Parked Call list in the Parked Tab.

How to Answer a Parked Call

Click on the Parked Tab at the top of the page.

Click the ANSWER button to the right of the parked call.

The Call Log Tab

Sangoma TeamHub saves your call history in a call log. To access your call log:

Click the Call Log tab at the top of the page.

To the left of each call is an indicator of the call type:

⬋ Inbound call.
⬈ Outbound call.
Missed call.

Filter Options

All - displays all the calls associated with the user’s extension.
Missed - displays calls that were not answered.
Incoming - Display all inbound calls.
Outgoing - Display all outbound calls.

The Voicemail Tab

When a caller leaves a voicemail, the voicemail will be stored in the Voicemail tab. The number of unread voicemails will be displayed in the tab.

① Click the Voicemail tab at the top of the page to display your voicemail history.

The following options are available:

② Filter the voicemail list by All, Unread, or Read voicemails.

③ Search for a voicemail.

④ Click on the number to return the phone call.

⑤ Play the voicemail message.

⑥ Click the more ( ⋮ ) icon to perform one of the following actions:

Mark the voicemail as Read or Unseen.
Download the voicemail
Transcript: Converts voice messages into text.
Delete the voicemail
Call Options

Recordings

How to record a call

To start a recording, click the Record icon while on a call
To stop a record, click the Recording icon.

The Recordings Tab

The Recordings tab displays a list of recordings made during a call.

More than 1 recording can be made during a call. Each recording will be a separate entry.

① Click on the Recordings tab at the top of the page to view the list of recorded calls.

② Filter the Recordings list by All, Unread, or Read.

③ Search for a Recording.