IT Manuals - Phone System

Login:

Launch the app:

• Domain: PBX IP or domain name [newquaytc / newquaytc.wildixin.com]

Note: you can enter the PBX name, wildixin.com domain is added automatically.

• User name: Extension / User name / Email address
• Password: WEB password of a user for access to Collaboration
  
  Or You can use Office 365 credentials for single sign-on.

Menu Icons:

1 - Contacts

2 - Call history

3 - Dialpad/ Function Keys/ Active call

4 - Chat

5 - Settings

User Status:

• Tap Dialpad
• Tap status icon / user picture
• Tap on the current status and select the new one: DND / Away / Offline / Online
• Enter your status message (optional)
• Tap the Tick icon to apply changes

Note: for DND / Away it is possible to set up expiry time via Until option (optional), after which your status passes to online.

Note: offline status is available only for mobile apps and it allows you to disconnect from Presence and VoIP servers; you will not receive push notifications at all.

Making Phone Calls:

Live search 

You can use real-time search in PBX phonebooks to place calls.

Place a call from Dialpad

• Tap Dialpad
• Select the mode to place a call: 

Note: It is possible to generate a call via another device registered to your account (WP phone, Vision/ SuperVision, W-AIR handset/ headset etc)

• VoIP: place a call via the PBX (recommended in case you have fast and reliable Internet connection)
• Callback: you receive a callback from the PBX via Mobile network (make sure your mobile number is indicated in Settings -> Personal)
• Direct Call: place a call via Mobile network
• Call-Through PBX:  provides possibility to make calls via GSM network of the PBX from Collaboration app (available if enabled, see Call-Through PBX setup section for more details)
• Wildix devices registered to your account: select a device from the list - a call will be generated using the selected device

• Start entering user’s name or number / extension in the Search field to find a user / a contact 

Note: Starting from app version 8.6.55887 contact lookup is performed in the local iOS contacts, too.

• Tap on a user / a contact you wish to call. Select number/ extension to place a call

Or

• Enter the number using Dialpad
• Tap the green Handset button

Call-Through PBX setup

Note: The feature is available starting from Beta version 8.7.55914

To enable the functionality, follow the steps below: 

• Go to app Settings -> Advanced
• Enable Call-Through PBX option (1) and enter PBX phone number (2):
• Once enabled, Call-Through PBX appears in the list of options on the Dialpad: 
• When making a call via Call-Through PBX, the dialed number includes PBX phone number and destination number separated by comma. Press Call and the call is started via native Phone app.
   During this call, go to Collaboration app where the same call is active. Via Collaboration, you can put the call on hold or transfer it (both attended and semi-attended transfer supported). 

From Function keys

Note: Before using the feature, configure function keys (FK) in Collaboration -> Settings -> Function keys. You can configure up to 20 FK. For more information, read Collaboration Guide, Function key section.

• Tap Dialpad and select Function keys to switch to Function keys menu
• Tap on a function key you wish to call
• Select Call from the drop-down list

From Enterprise Contacts

Note: by default the local contacts from your device’s phonebook appear in this menu; to access the enterprise phonebooks, set up the sync of contacts.

• Tap the contact you wish to call
• Tap the number you wish to call

Note: a call is made using the mode selected in Dialpad menu (VoIP / Callback / Direct Call).

From History

• Go to History
• Tap on a user
• A call is placed automatically 

From Voicemail 

• Go to Voicemail
• Tap on a voicemail message from a user you'd like to call
• Select Call from the drop-down list

From Chat

• Open a chat session with a user
• Tap Handset button
• The call is placed automatically

Note: In case you received a Call me back request from another user, it is displayed in chat and you can place a callback to this user by tapping Call me back.

From your device’s contacts

• Tap a contact in your iOS contacts
• Tap and hold the Call button
• Select Collaboration

From Browser (Support of URI for call generation)

Thanks to URI support, it is possible to generate a call from the browser by clicking on a link containing a phone number. It allows you to start calls from various web pages.

Supported link:

• <a href=”sip:[phone_number]”>
• <a href=”wildix:[phone_number]”>

where [phone_number] parameter can also start with “+”

To generate a call from the browser:

• Tap on a telephone number containing the supported link
• Select Collaboration from the drop-down list

Answering Phone Calls

• Tap the blue Tick button to answer
• Tap the red Crossmark button to decline
   

Call management

During a call you can navigate your device, open the App and tap Dialpad to come back to the active call.

1 - Video

2 - Hold

3 - Transfer. Select the needed option for the list: Contact (choose a contact from Contacts)/ Number (dial a number you wish to call from Dialpad)/ Device (select a device where you wish to pass the call)/ Function key (select FK to transfer the call)

4 - Record a call

5 - Mute

6 - Speakerphone. Tap to switch between audio sources: Speaker/ Handset (iPhone)/ Headphones

7 - Conference (in case there is more than one active call)

8 - Hang up

9 - DTMF

10 - Switch back to Dialpad/ Function keys tabs to make a new call

Switch between audio sources 

Note: If you have paired Bluetooth headphones to your iPhone, they are automatically selected as an audio source during incoming/ outgoing calls.

If you have any headphones connected to your iPhone, you can switch to them during an active call:

• Hold Speakerphone button for 2 seconds to display the list of available audio modes
• Select the needed mode from the list:
• iPhone (Handset)
• Speaker
• Headphones 

Transferring Calls:

Blind transfer:

(transfer without notification)

• Tap Transfer button during a call
• Tap Contact to select a number from the phonebook or Number to manually enter the number
• Select a contact and tap the number / enter the number and tap the green Handset button

Attended transfer:

(transfer with notification)

• Tap New call button during a call
• Make a new call (select a contact from Contacts or dial the number manually)
• Wait till the other party answers (the previous call is now on hold)
• Tap Transfer button and select the call on hold to complete the transfer

Video tutorial:

https://youtu.be/HfxIDPLKu2U
  

Transfer via Function keys

Transfer option via Function keys "Colleague", "Park Orbit" and "Speed dial" is available:

• Tap Dialpad and select Function keys to switch to Function keys menu
• Select the function key to transfer a call
• Tap Transfer for blind transfer, otherwise tap Call to start a call first (attended transfer)

Chat:

All the colleagues added to your roster appear in Chat menu.

• Tap Chat
• Use the Search field to find a user
• Tap a user and enter your message
• Tap Paper plane icon to send the message

Note: To delete a chat session with a user, swipe it left.

Start a chat session from live search results

• Start entering user’s name or number / extension in the Search field to find a user 
• Tap on a user you wish to chat. Select Chat from the list 

Start a chat session from History

You can also start a chat session with a user from History tab.

• Go to History
• Select a user you would like to chat with and tap the double Arrowhead icon to view user contact details
• Tap Chat

Note: If you delete a chat session with a user, you can restore it from History via Chat option.

Send a File / an Image / a Post-It/ Call me back

Send a file / an image:

• Start a chat with a user
• Tap +
• Select the source:

• Camera
• Photo & Video Library
• Downloads

• Select files/ images or take a photo using the camera to be sent (you can send up to 10 files/ images)
• Tap Send button
• Confirm by tapping Send

Note: The maximum file size to be sent is 100Mb.

Send a Post-It

• Start a chat with a user
• Write your message
• Tap +
• Select the option Send as Post-It

Send Call me back

• Start a chat with a user
• Tap +
• Select the option Call me back

Send a voice recording

• Start a chat with a user
• Press and hold Microphone icon to record a message
• After you finish, release to send
     

Note: To cancel voice recording without sending, slide left.

History Section

Tap History to access the log of calls. Incoming, outgoing and missed calls (highlighted in red) are displayed in All tab. To view only missed calls, tap Missed tab.

Tap and hold a call to be able to delete, archive or copy a phone number to clipboard.

Tap the double Arrowhead icon to view user contact details and a call log. 

Note: in case the call log is empty, make sure that:

• backend for CDR is enabled in WMS Settings -> PBX -> CDR
• ACL group of your user does not have restriction “Cannot use” -> “History”

Note: calls via Collaboration application are also displayed in the device’s call history (Phone -> Recents).

Voicemails 

Tap Voicemail tab to access your Voicemails.

• To download a voicemail message, tap Arrow icon
• To play it back, tap Play button
• To pause a playback, tap Pause button
• Other options: tap on a voicemail message to display the drop-down list: Call a user who left a message, Mark as read or Delete it

Multi-edit of Voicemails:

• Select one or multiple Voicemails
• Click Mark as read or Delete icon 

Call recordings

Call recordings are displayed and can be played back from History.

• To download a call recording, tap Arrow icon
• To play back a downloaded recording, tap Play button
• To pause a playback, tap Pause button

In case there are several recordings of one call, they are displayed as a list.

Call groups

The Call groups tab provides support for Call Group notifications manager feature.

Note: Starting from Beta version 8.7.55904, the Call groups tab is displayed only in case Call group notification manager is set up. 

Documentation: How to set up the Call Group notifications manager feature

It displays all missed events in Call groups which you are monitoring. Via this tab, you can call a user back, mark the event as read, or delete it. 

Note: Starting from Beta v. 8.7.55914, it is possible to listen to missed Call group voicemails on the Call groups tab.

Settings Section

• Account: login window
• Personal: contact details
• E-mail
• mobile number

• Contact center: The feature lets you dynamically log into Call groups

Note: The support starts from iOS app version 8.6.55887 and WMS version 5.04.20211108.3.

• Sign-On: turn it on and select Call groups in the Groups section, to dynamically log into them
• Unavailable on away / dnd: the option auto-pauses you in all Call groups when your status changes to Away/ DND
• Groups: see the list of all Call groups, both the CGs you’ve been statically added to (the toggle is greyed, the status cannot be changed on this page, only via WMS), and the CGs you can choose to dynamically log into.
   For more information, see the documentation: Call distribution in Call groups - Admin Guide - Contact center

• Features: by call class (Internal, External, Blacklist, Whitelist)
• Activate class: available for External / Blacklist / Whitelist (activates the class)
• Call reject: if enabled, you do not receive incoming calls
• Busy call forward: check the box and enter the number or VOICEMAIL, to enable call forwarding when busy on the phone
• Unavailable call forward: check the box and enter the number or VOICEMAIL, to enable call forwarding in case of no answer
• Force call forward: check the box and enter the number or VOICEMAIL, to enable the forwarding of all the incoming calls
• Call waiting: enable to be able to receive more than one call at a time
• Mobility with timeout: if enabled, you receive incoming calls to your mobile number after the specified timeout; mobile number must be configured in Collaboration Mobile app Settings -> Personal
  
  
• Advanced:
  
• Debug: if enabled, you can collect logs in case of crashes/ issues with the application. Detailed information can be found in Collecting logs from iOS apps chapter of Debugging of Mobile Apps Guide
• Send (appears only after enabling Debug option): allows sending an email report with the collected logs to Wildix support
• Dark Theme: when the toggle is on, enables dark mode for Collaboration app on your phone. Note: after turning the toggle on/off, you are requested to restart the app to switch between dark/light mode.
• Call-Through PBX: provides possibility to make calls via GSM network of the PBX from Collaboration app (see the Call-Through PBX setup section for more details)
• Use PBX LAN Address (enabled by default): the application connects to one of IP candidates: IP/domain and port 443 if a user did not specify a port on login page or IP/domain:port if user specifies a port on login page
• Disable SIP mode: the feature is disabled by default. If enabled, call via Direct call is set as default mode for call generation. In this mode application de-registers from the PBX; missed call counter, new voicemail counter and status of Trunk, Timetable, Switch, 3 state switch, Call group Feature Keys stop working; chat and call control/ call generation via remote device continue to work 

Limitation: If the option remains active for more than 30 days, PUSH subscription is removed for this extension. As a result, user is be able to receive chats. To reactive PUSH subscription, switch off and then switch on again Disable SIP mode.

• Firewall bypass (beta): the feature is disabled by default. The app uses TURN server located on turn.wildix.com (used TCP port 443). If enabled in On mode, the app switches audio stream to PBX via external TURN server right away after call was started. If enabled in Auto mode, the app switches audio stream in case it is missing for 5 seconds after call was started 

Limitations: 

• firewall bypass works only on Сloud PBXs and on PBXs with 1-to-1 NAT
• application supports only 1 call in case feature is enabled
• switching to external TURN server during conversation in case audio stream was lost (in Auto mode)

• Use WebRTC (available starting from WMS 5.0): the feature is disabled by default. If enabled, the connection between calls is established via WebRTC

Requirements:

• WMS version 5.01.20200327.3 or higher
• iOS version 10.0 or higher

Limitations in WebRTC mode:

• conference calls are not supported yet
• G.729 codec is not supported

• Ring on Apple Watch: if enabled, you receive incoming call notification on Apple Watch (Apple watch extension)
• Chat image quality: select one of the image resolutions (High/ Standard/ Low) to compress or improve quality of pictures/ photos before sending
• Save chat images to gallery (enabled by default): allows saving images from chat sessions on the phone by tapping on it
• Convert heic to jpeg (enabled by default): allows converting of .heic images into jpeg
• Give Feedback: provide customer feedback

• About: Info about App version and developer

Change user picture

• Tap user picture to change the current profile photo
• Take a new one or choose the already existing photo

Log out

• Tap Settings -> Account
• Tap the Log out icon:
   
   

Note: after you log out, you will no longer receive calls and messages.

Appendix 1. Apple watch extension

Apple Watch extension is available starting from iOS app version 7.2.35312.

Upon the first launch, open the iOS app to sync it with Apple watch.

Notes:

• To display incoming call notification on Apple Watch, enable "Ring on Apple Watch" in Advanced settings 
• To sync user status and active call information, it's necessary to open both Apple watch and iOS apps
• Sync delay between Apple watch and iPhone may reach up to five seconds
• In some cases Apple watch app may stop receiving data (status, user pic) from iOS app; to fix this issue, it is necessary to reboot Apple watch

Apple Watch extension allows you:

• To see/ set status from watch (see full status, e.g. "away XXX until yy.zz.mmmm"/ set only away, dnd, online, offline) 
   
   
• To view all active calls: 
• To control all active calls: answer/ hang up/ put on hold: