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Manage Cloud Phone as a user

Find out how to manage the features of Cloud Phone as a user.

If you'd prefer a visual overview, select See video tutorials below.

What would you like to do with Cloud Phone?

What would you like to do in the user portal? 

  • Learn about the user portal

    The My Phone user  portal gives you access to your Cloud Phone's service settings. It lets you manage your service to suit your needs. Within the My Phone portal users can access and manage the following:

    • My Messages: Access and manage your voicemail messages
    • My Features: Configure your My Phone features, such as call forwarding
    • My Rules: Create rules and schedules
    • My Numbers: View and add directories and manage speed dials
    • My Call History: View call history

     

    When you first sign in to your My Phone portal and you'll see a menu bar at the top right. Within this menu bar will be:

    • Language: English is the default
    • Profile: From this section you can:
    • Change your password
    • Set the time zone
    • Update your email address
    • Reset your voicemail PIN
    • Support: Select this to go to the Cloud Phone help section
    • Sign out: Select this to sign out of the My Phone portal
  • Change your password

    1. Sign in to the My Phone portal
    2. Enter your username (this will be the email you provided Spark)
    3. Enter your password Select the Profile tab from the menu at the top right
    4. Go to the User login password section
    5. Enter your current password
    6. Enter your new password
    7. Enter your new password again to confirm
    8. Select Change password
  • Create a speed dial code

    Assign your contacts a two-digit code speed dial code to enter from your desk phone.

    1. Sign in to the My Phone portal
    2. Select My Numbers
    3. Select Speed dial from the left menu
    4. Enter a contact name
    5. Enter a contact number
    6. From the dropdown menu select a speed dial code
    7. To make a call to a speed dial contact, enter # then the speed dial code then # again

     

  • View your call history

    See a list of incoming, outgoing and missed calls under My Call History. You'll see the details of a call, for example, the date and time, and you can call back the caller from this screen. Search for calls by time and date range using the options at the top of the page.

     

    Use click to dial to return a call

    1. Sign in to My Phone portal
    2. Select My Call History
    3. Search your call history by selecting the call types you're wanting to search
    4. Select Refresh to view the list, or select Export to export a CSV file
    5. To view the call history for a particular date range, choose a start and end date
    6. To make a call back, select the phone icon in the Other party field
    7. A call will establish between your desk phone and the contact
    8. Pick up your phone handset or use the speaker phone to start the call

     

  • Learn about call waiting

    • Call waiting lets you receive a second call while already on a call
    • If you answer the second call, your current call will go on hold
    • If you're on a call, and a second call comes in you'll hear a tone alerting you to the new call and the caller ID will show
    • If you choose to answer the second call, your first caller will go on hold

     

    Use call waiting

    1. Sign in to the My Phone portal
    2. Select My Features
    3. Select Call waiting from the left menu
    4. Select the Allow me to answer additional calls checkbox
    5. To forward incoming calls, select Forward to number
    6. Select a number from the dropdown menu or select Forward to voicemail

     

    Note: You must set up numbers in the My Numbers tab before you can select a number from the dropdown menu.

  • Use remote office

    Remote office lets you use Cloud Phone features while you're working away from the office. To use the feature:

    1. Sign in to the My Phone portal
    2. Select My Features
    3. Select Remote office from the left menu
    4. Select the Remote office checkbox
    5. Enter the phone number of your current location (home phone number or mobile number)
    6. All incoming calls will be go to this number
  • Use sim ring

    Simultaneous ring (sim ring) lets you receive calls on up to 10 different devices at the same time.

    1. Sign in to the My Phone portal
    2. Select My Features
    3. Select Sim ring / Anywhere from the left menu
    4. Enter the sim ring / anywhere phone number into the Phone number field
    5. From the dropdown menu, select Sim ring
    6. Select the Enable sim ring checkbox to turn this feature on or off
    7. Select +
    8. A pop-up box will appear. Select Yes if you'd like confirmation that the number has answered
    9. To set sim ring schedules, select Sim ring schedules (refer to how to set up schedules for step-by-step instructions)

     

    Use office anywhere

    The office anywhere feature lets you receive or place calls from any phone set up with this feature. It also lets you switch calls between desktop and mobile phones, mid-conversation.

    1. Sign in to the My Phone portal
    2. Select My Features
    3. Select Sim ring / Anywhere from the left menu
    4. Enter the number in the Phone number field
    5. Select Anywhere from the dropdown menu next to the phone number
    6. Select +
    7. A pop-up box will appear
    8. Enter a description for the anywhere profile, for example, home
    9. Select the Active checkbox to activate this profile
    10. If needed, select Answer confirmation required. When you answer your phone you'll hear a prompt asking you to press any button to accept the call. If you press a button the call comes through. If you don't, it'll go to your voicemail.
    11. Select Save

     

    Note: You can't use the sim ring and anywhere features at the same time. When you turn sim ring on, anywhere will turn off and vice versa.

  • Use sequential ring

    Sequential ring lets you choose up to five numbers to ring in a specific order when there's an incoming call.

    1. Sign in to the My Phone portal
    2. Select My Features
    3. Select Sequential ring from the left menu
    4. Select the Alert base location checkbox
    5. Select from the dropdown menu the number of times your main number rings first
    6. Select the Continue search when I am on a call checkbox. If you're on a call the incoming call will continue to the next numbers you've set up.
    7. You can let the caller choose to go to voicemail. To do this, select the checkbox next to Enable caller to skip search and go to voicemail
    8. Enter the numbers in the order you want them to ring
    9. Select Save
  • Use barge in

    If this feature is on, another user can barge in on your call. They can do this by using the barge in feature access code *33 followed by the extension number they want to barge in on.

    1. Sign in to the My Phone portal
    2. Select My Features
    3. Select Barge in from the left menu
    4. Select the checkbox next to Do not allow users to barge in to turn this feature off
    5. Select the checkbox next to Play barge in warning tone if you want to get a warning that someone is about to barge in

     

  • Use hoteling


    The hoteling features allows you to use someone else's deskphone as if it's your own. All your phone settings will be transferred to the host phone once you dial in to use it.

    1. Sign in to the My Phone portal
    2. Select My Features
    3. Select Hoteling Guest from the left menu
    4. Select Get available hosts under the Host Number box
    5. Select the checkbox next to the device you wish to use as your host phone
    6. To remove the association with the host phone select
    7. Enter the anywhere number in the Phone number field

What would you like to do with the Cloud Phone app?

  • Learn about the Cloud Phone app

    The apps for users that come with Cloud Phone are:

    • Cloud Phone app for mobiles
    • Cloud Phone app for desktops
    • Cloud Phone app for tablets

     

    The Cloud Phone mobile and tablet app

    The Cloud Phone mobile and tablet apps let you use services like calling, video, chat and status (or presence). You can use the app on any supported Apple or Android device. Once you’ve downloaded the Cloud Phone app, you can sign in and start navigating.

    Note: You'll need to update your password in My Phone before you log in for the first time.

     

    The Cloud Phone desktop app

    You can download the Cloud Phone desktop app on your computer. It lets you:

    • Access your calls from your desktop
    • Chat with your colleagues
    • View their presence
    • Set up different groups of contacts
    • Share information


    Note: Only premium profiles include chat, presence and My Room.

Which Cloud Phone app do you want to download and sign in to?

What would you like to do with your Yealink T41S, T42S or T46S IP phone?

How would you like to transfer a call?

  • Blind transfer

    1. Select Transfer during a call to place the call on hold
    2. Enter the number you want to transfer to
    3. Select B Trans 
  • Attended transfer

    1. Select Transfer during a call to place the call on hold
    2. Enter the number you want to transfer to
    3. Select Send
    4. Select Transfer when the second party answers

What would you like to do with your Yealink DECT phone?

  • Turn the handset on

    To turn the handset on you can do either of the following:

    • Select the button that has a handset with a circle underneath
    • Place the handset in the charger cradle and it'll turn on

     

    Turn the handset off

    Hold down the button that has a handset with a circle underneath.

     

    Lock/unlock the keypad

    • Lock keypad: When the handset is idle, hold down the button with a # and a lock symbol
    • Unlock keypad: Hold down the button with a # and a lock symbol
  • Add a contact to the local directory

    1. Select OK to enter the main menu
    2. Select Directory
    3. Select the up or down arrow to select the entry you want to fill in
    4. Fill out the Name, Office, Mobile and Other fields

     

    Edit a contact

    1. Select OK to enter the main menu
    2. Select Directory
    3. Select the up or down arrow to select the entry you want to fill in
    4. Select Options
    5. Select Edit
    6. Fill out the Name, Office, Mobile and Other fields
    7. Select Save

     

    Delete a contact

    1. Select OK to enter the main menu
    2. Select Directory
    3. Select the up or down arrow to select the entry you want to fill in
    4. Select Options
    5. Select Delete
  • Place a call on hold

    1. Select Options during a call
    2. Select Hold

     

    Resume a call

    To resume a call you can do one of the following:

    • If there's only one call on hold, select Resume
    • If there are two calls on hold, select Resume to resume the current call

     

    Note: You can select Swap to swap between calls.

     

    Mute or unmute a call

    • To mute a call: Select the mute button, which looks like a microphone with a line through it
    • To unmute a call: Select the mute button again, which looks like a microphone with a line through it
  • Shortcut keys

    • Select the left arrow to access the call history
    • Select the right arrow to check the line status
    • Select the up arrow to call an internal number
    • Select the down arrow to access the directory
    • Select the right or left arrow to increase or decrease the ringer volume

     

How would you like to place a call?

 

  • Place a call

    1. You can either:
      a. Enter the phone number when the handset is idle
      b. Select the speaker button to enter the pre-dialing screen, then enter the number
    2. If there's more than one line assigned to your handset as outgoing lines, select Line to select a line to dial from
    3. Select the phone button, speaker button or OK button to call
  • Place a call from the redial list

    1. Select the phone button when the handset is idle
    2. Select the up or down arrow to choose a call
    3. Select the phone button or the speaker button to place the call

     

    Place a call using the speed dial key

    Hold down the speed dial key to call the preset number.

How would you like to transfer a call?

What do you want to do?

  • Learn about call park and the codes to park and receive calls

    Call park lets users in a group park a call on other group members' phones, or on their own phone. Anyone in the group can pick up a parked call from any member of the group.

     

    Codes to park and retrieve a call

    To park a call, the user needs to:

    1. Dial *68 and enter an extension number to direct it to a specific number
    2. Dial *58 to direct it to group call park
    3. To retrieve a call, the user needs to dial *88 and enter the extension they parked the call against
  • Park a call

    When you're on a call, you can park it by following either of these steps:

    1. Select the P button from the active call pane on your phone
    2. From the Park call window, select Use my extension to park the call against your own extension number

    Or

    1. Select Enter extension to park
    2. Enter the extension number to park the call at
    3. Select Park on your phone
    4. You'll hear a message letting you know the call park was successful

     

  • Pick up a call from another phone

    1. Dial *88 from your phone
    2. You can then choose to:
      a. Enter the extension number you parked the call at, followed by #
      b. Dial # to retrieve a call parked at your own number
    3. Once you've retrieved the parked call it'll show on your call console

What do you want to do?

  • You can setup your voicemail greeting by dialling directly into the Voice portal from any phone.  

    1. Dial into your voice portal. The number will be provided to you in the email you receive from Spark when your user account is set up.  You can also dial it by holding down the 1 button on the dial pad within the Cloud Phone mobile app. 
    2. Follow the prompts which will ask you to enter your passcode followed by the # key. The number will be provided to you in the email you receive from Spark when your user account is set up.


    Note: When you log into the voice portal for the first time you will .be prompted to change your passcode and record your name. You will need to do this before you can record your greetings. 

    1. From the main menu select option 1 to access your voice mailbox 
    2. Select option 2 to change your mailbox busy greeting
      a) Select 1 to record your greeting
      b) Press the * button to return to main menu
    3. Select option 3 to record the mailbox no answer greeting
      a) Select 1 to record your greeting
  • Listen to my voicemail messages

    1. Sign in to the My Phone portal
    2. Select My Messages
    3. Select the Action checkbox next to a message
    4. Select the play icon to listen to the message
    5. Select the pause icon to pause the message
    6. Select the stop icon to stop playing the message
    1. Sign in to the My Phone portal
    2. Select My Messages
    3. Select Settings from the menu on the left
    4. From the voice messaging section, select one of the following options:
      a. On (busy and unanswered calls go to voicemail)
      b. Always (all calls go to voicemail)
      c. Off (no voicemail)
    5. From the Additional settings section select one of the following options:
      a. To send a notification to an email address when you have a message, tick the Get notified when a new message is received checkbox and enter an enter an email address. Note: SMS as a notification option isn't available.
      b. To receive an audio file, tick the Send a copy of all new messages to another email address checkbox and enter an email address
    6. From the additional setting section you can also let callers transfer from voicemail by dialing zero. To allow this, select the checkbox next to Transfer on zero to phone number, and enter a phone number.
    7. From the greetings section you can change the default number of rings before your voicemail greeting plays and upload custom audio files.
  • Delete voicemail messages

    1. Sign in to the My Phone portal
    2. Select My Messages
    3. Select the Action checkbox next to a message
    4. Select Delete selected to delete messages
    5. From the pop-up window, select Yes to confirm

     

    Download voicemail messages

    1. Sign in to the My Phone portal
    2. Select My Messages
    3. Select the Action checkbox next to a message
    4. Select Download selected to save a message to a WAV file or an MP3 file
    5. From the pop-up window select a file format, then follow the prompts to save the file

How do you want to forward your calls?

  • Forward all calls

    1. Sign in to the My Phone portal 
    2. Select My Features
    3. Select Forward all calls from the left menu
    4. Select the Forward all calls to phone # checkbox
    5. From the dropdown menu, select the number you're forwarding
    6. Select Ring reminder or No reminder. If you select Reminder you'll get an audible reminder that you have forwarding set up.

     

    Note: You need to set up numbers to forward to in the My Numbers tab for them to appear in the dropdown menu.

  • Forward unanswered calls

    If you can't answer your phone, you can choose to forward your calls to another number or to your voicemail.

    1. Sign in to the My Phone portal
    2. Select My Features
    3. Select Forward unanswered calls from the left menu
    4. From the dropdown menu, select the number of rings you want your phone to make before it forwards a call
    5. Select Forward to number
    6. Select the number to forward to from the dropdown menu, or select Forward to my voicemail

     

    Note: You must set up numbers in the My Numbers tab before you can select a number from the dropdown menu.

  • Set up selective call forward

    Selective call forward lets you choose phone numbers you want to forward all calls from. You'll need to have rules set up before you can use the selective call forward feature.

    1. Sign in to the My Phone portal
    2. Select My Rules
    3. Select Forward calls from the dropdown menu
    4. Select the Active checkbox under the Selective call forwarding setting section to activate this feature
    5. Enter the number you want to forward all calls to
    6. Select the Ring reminder checkbox to hear a short ring on your handset when a call is being forwarded
    7. Select Save
  • Use do not disturb

    When you have Cloud Phone set up as do not disturb, all calls will forward to voicemail.

    1. Sign in to the My Phone portal
    2. Select My Features
    3. Select Do not disturb from the left menu
    4. Select the Do not disturb me checkbox
    5. Select Ring reminder or No reminder

How do you want to manage rules and event schedules?

  • Learn about rules

    You can set up rules to ensure you don't miss calls or get calls when you aren't available. You can also set up rules for different times of the day to suit your schedule. You'll need to set up schedules before you apply rules.

    You can set up the following rule types for incoming calls:

    • Forward calls: Calls will go to the destination you choose
    • Reject calls: You can reject all calls or from specified phone numbers
    • Accept calls: You can accept all calls or from specified phone numbers
    • Sim ring: You can have more than one phone ring at the same time for all calls or from specified phone numbers
    • Call notify: You can enter an email address to send notifications to for incoming calls for all calls or from specified phone numbers. Please note this only applies to any call notify rules you've set up.
    • Priority alert: You can get a priority alert for all calls or from specified phone numbers
    • Sequential ring: Calls will ring a series of phone numbers in order. This will occur until answered or sent to voicemail. You can set this up for all calls or from specified phone numbers.
  • Set up a rule in My Rules

    You can set up rules to ensure you don't miss calls or get calls when you aren't available. You can also set up rules for different times of the day to suit your schedule. You'll need to set up schedules before you apply rules.

    Note: You can create up to 99 rules for each user.

    1. Sign in to the My Phone portal
    2. Select My Rules
    3. Select My Rules from the left menu
    4. Select the dropdown menu to view the available call functions, for example, accept calls or forward calls
    5. Select the plus icon to set up a rule for the option you've selected
    6. In the pop-up that opens, outline how you want the rule to work
      a. Give the rule a name, for example, after hours
      b. Select a time schedule to apply this rule to. These need to be set up in advance.
      c. In the Calls from section you can choose which numbers this rule applies to, for example, any external phone number or a customised list
      d. To add specific numbers, enter the phone number in the field at the bottom of the screen and select the plus icon
    7. Select Save

     

  • Delete or edit a rule

    1. Sign in to the My Phone portal
    2. Select My Rules
    3. Select My Rules from the left menu
    4. Select the delete icon, which looks like a red circle with a dash through it
    5. Select Yes to confirm
    6. To edit a rule, select the Edit button to open the rules window

     

  • Learning videos

    Learn how to set up your business hours schedule:

     

    Set up a schedule

    1. Sign in to the My Phone portal
    2. Select My Rules
    3. Select My Schedules from the left menu
    4. Enter the name of the schedule in the New schedule name field
    5. From the dropdown menu, select Holiday or Time
    6. Select the plus button to add the schedule
    7. In the pop-up fill out the following fields:
      a. Event name: Give your schedule a name
      b. All-day checkbox: Select if your event is an all-day event
      c. From date: Select the calendar icon to view the calendar and select the required start date
      d. From time: From the dropdown menu, select the start time
      e. To date: Select the calendar icon to view the calendar and select the required end date
      f. To time: From the dropdown menu, select the required end time
    8. Select the day for when the settings should apply. You'll need to create a different schedule for every day of the week.
    9. Select Add this event

    View existing schedules

    1. Sign in to the My Phone portal
    2. Select My Rules
    3. Select My Schedules from the left menu
    4. Select the schedule you want to view from the top table
    5. The event details will display in the table below

     

    Delete a schedule

    1. Sign in to the My Phone portal
    2. Select My Rules
    3. Select My Schedules from the left menu
    4. Select Delete, which looks like a red circle with a dash through it
    5. Confirm you want to delete the event
    6. Select Yes

What do you want to do?

  • Learn about managing contacts

    In My Numbers you can view and manage your personal directory and speed dials. You can also view the enterprise directory. There are three directories in My Numbers:

    • Personal directory: An area where you can view and manage your personal contacts
    • Enterprise directory: A list of contacts that's auto-populated by your company
    • Speed dial: An area where you can view and manage your speed dial codes and dial them from your desk phone
  • Create a contact in your personal directory

    1. Sign in to the My Phone portal
    2. Select My Numbers
    3. Select Personal directory from the left menu
    4. Enter the person's name in the Name field on the right
    5. Enter the person's phone number in the Number field on the right
    6. Select Add to add the entry to the contact list

     

    Delete a contact from your personal directory

    1. Sign in to the My Phone portal
    2. Select My Numbers
    3. Select Personal directory from the left menu
    4. Select the person you want to delete. You can use the search bar or the filter option to find a contact.
    5. Select the red minus icon in the action column
    6. Confirm you want to delete the contact
    7. Select Save
  • Find and call a contact in your personal or enterprise directory

    1. Sign in to the My Phone portal
    2. Select My Numbers
    3. Select Personal directory or Enterprise directory from the left menu
    4. You can use the search bar or the filter option to find a contact
    5. Select the phone icon in the action field
    6. Pick up your phone handset or use the speakerphone to start the call

     

    Note: The Enterprise directory is a list of your organisations users. You can't change this list.

  • Create a speed dial code

    Assign your contacts a two-digit code speed dial code to enter from your desk phone.

    1. Sign in to the My Phone portal
    2. Select My Numbers
    3. Select Speed dial from the left menu
    4. Enter a contact name on the right
    5. Enter a contact number on the right
    6. From the dropdown menu select a speed dial code
    7. To make a call to a speed dial contact, enter the speed dial code from your desk phone. You can also select the phone icon then pick up your handset.

What do you want to do in the Cloud Phone mobile or tablet app?

 

  • Learn about the home screen

    Settings: Found when you select the square icon at the top left of your screen. This is where you manage your profile, call settings and preferences.

     

    Menu buttons

    These are found at the bottom of your screen on iOS and at the top on Android.

    • Contacts: View your saved contacts and search for directory contacts
    • Call: Search your contacts or use the dial pad to make calls
    • Chat: Create chat messages
    • Call history: View call history
    • My Room: Your personal collaboration space

    Only premium profiles include chat and My Room.

  • Set up your voicemail greetings

    You can setup your voicemail greeting by dialling directly into the Voice portal from any phone.

    1. Dial into your voice portal. The number will be provided to you in the email you receive from Spark when your user account is set up. You can also dial it by holding down the 1 button on the dial pad within the Cloud Phone mobile app.
    2. Follow the prompts which will ask you to enter your passcode followed by the # key. The number will be provided to you in the email you receive from Spark when your user account is set up.
      Note: When you log into the voice portal for the first time you will .be prompted to change your passcode and record your name. You will need to do this before you can record your greetings.
    3. From the main menu select option 1 to access your voice mailbox
    4. Select option 2 to change your mailbox busy greeting
      a. Select 1 to record your greeting
      b. Press the * button to return to main menu
    5. Select option 3 to record the mailbox no answer greeting
    6. Select 1 to record your greeting


    Listen to your voicemail messages

    1. Hold down the 1 button on your dial pad to dial into the voice portal
    2. Follow the prompts which will ask you to enter your passcode followed by the # key
    3. Select option 1 to listen to your voicemail messages
  • Request to see another user's presence

    To see someone's presence you need to add the user to your contacts list. Do this by:

    1. Select the contacts icon
    2. From the dropdown menu, select the contact directory you want to search
    3. Enter the contact name in the search bar
    4. Select the contact's name when they appear to view more options
    5. Select Add to phone contacts
    6. Select Yes to confirm

    Note: Internal contacts you've added will get a notification asking them to accept your request. Once they accept you will be able to view their presence.

  • Call a contact from your directory

    1. Select the contacts icon
    2. From the dropdown menu, select the contact directory you want to search
    3. Enter the contact name
    4. Select the contact's name when they appear to view more options
    5. Select the number to call
    6. Select the type of call you'd like to make, for example, a voice or video call using the icons
    7. Select the red handset icon to end the call

     

    Call a contact from your dial pad

    1. Select the dial pad icon from the menu
    2. Enter the number you want to call
    3. Select the type of call you'd like to make, for example, a voice or video call using the icons
  • View call history and contact information

    1. Select the call history icon in the main menu. It looks like a phone with a clock. This will bring up your call history.
    2. If you've missed a call, the call history icon will show a red notification badge with the number of missed calls
    3. To call back a number in your call history, select the phone icon next to a listing
    4. To view contact details and more options, select the listing in your call history. This will open the contact card. From here you can add this number to your contacts or make a video call.
  • Start a chat

    Chat lets you chat with one or more internal contacts.

    1. From your Contacts list, select a contact and then select Chat
    2. The Chat window will open
    3. Type your message, and then select the send arrow to send the message
    4. You can also select the Chat icon from the main menu to start a Chat session
    5. To add more people to the chat session select Add contact. This looks like a person icon with a +.
    6. Select who you want to add to the chat session

What do you want to do in the Cloud Phone desktop app?

  • Learn about the home screen 

    There are three main areas within the Cloud Phone desktop app.


    Personal profile

    This will show at the top of the screen in the purple area. It displays your presence, profile picture and location. You can also open your My Room collaboration space from this section.


    Menu bar on the left

    The menu bar on the left has the following options:

    • Contacts: View contacts and their availability
    • Chat: Where you can chat and view your chat history
    • Call history: Make calls and view details of missed, placed and received calls and messages. 
    • Dial pad: Dial a phone number
    • Settings: This at the bottom of the menu bar. This is where you can update your preferences.


    Top menu bar

    The top menu bar is where you can set your personal preferences and also use some the Cloud Phone desktop app features. You'll also find the following options:

    • Contacts: Add new contacts and groups, search for contacts and display how you want them sorted
    • Calls: Manage call settings including call volume, calling features and voicemail
    • Conversations: This is where you can manage your My Room collaboration space. You can activate a My Room conversation and send My Room invitations to guests.
    • Window: This is another place to manage your personal settings including your profile, voicemail, chat history and calls
    • Help: You can go directly to the help content online


    Note: Only premium profiles include chat, presence and My Room.

  • Set up your voicemail greetings

    You can setup your voicemail greeting by dialling directly into the Voice portal from any phone.

    1. Dial into your voice portal. The number will be provided to you in the email you receive from Spark when your user account is set up. You can also dial it by holding down the 1 button on the dial pad within the Cloud Phone mobile app.
    2. Follow the prompts which will ask you to enter your passcode followed by the # key. The number will be provided to you in the email you receive from Spark when your user account is set up.
      Note: When you log into the voice portal for the first time you will .be prompted to change your passcode and record your name. You will need to do this before you can record your greetings.
    3. From the main menu select option 1 to access your voice mailbox
    4. Select option 2 to change your mailbox busy greeting
      a. Select 1 to record your greeting
      b. Press the * button to return to main menu
    5. Select option 3 to record the mailbox no answer greeting
    6. Select 1 to record your greeting


    Listen to your voicemail messages

    1. Select the call history icon the left-hand menu. This looks like a phone with a clock behind it.
    2. Select the voicemail message you wish to listen to.
    3. Select the play button that appears.
    4. For more message options select the options menu next to each message. This looks like three dots.
  • Request to see another user's presence

    To see someone's presence you need to add the user to your contacts list. Do this by following these steps:

    1. Select the contacts icon
    2. From the dropdown menu, select the contact directory you want to search
    3. Enter the contact name in the search bar
    4. Right click the contact's name when they appear to view more options
    5. Select Add to phone contacts
    6. Select Yes to confirm

     

    Note: Internal contacts you've added will get a notification asking them to accept your request. Once they accept you will be able to view their presence.

     

  • Calling options you can manage while you're on a call

    During a call you'll see a series of calling options next to the contact you're calling.

    • Select the red phone icon to end the call
    • Select the pause icon to hold/unhold the call
    • Select the microphone icon with a line to mute/unmute the call
    • Select the phone icon with an arrow to transfer a call
    • Select the person icon with a + to start a conference call
    • Select the P in a circle icon to park a call
    • Select the icon that looks like three dots on top of each other for more options. When you select more options, you can add video, view the profile or add the contact.

    Note: Once you park a call, any other device can pick it up by dialling *88. Once you've dialled that number, enter the extension number that parked the call.

     

    Manage calls from the call dialog box

    The call dialog box is the window to the right of your screen. There are a series of buttons that appear at the top of the screen. They'll change depending on if you're on a call or not. When you're not on a call you can use the call dialog box to chat to someone.

     

    Not on a call

    • Select the phone icon to make a call
    • Select the video icon to make a video call
    • Select the desk phone icon to make a call from your desk phone
    • Select the share icon to desktop share
    • Select the information icon to see the contact's details

     

    On a call

    • Select the phone icon to end a call
    • Select the pause icon to put a call on hold
    • Select the microphone icon with a line through to mute/unmute a call
    • Select the dial pad to view more options. This is where you can:
      • Transfer a call
      • Start a conference call
      • Park a call
      • View the dial pad
      • Adjust the volume or your audio device
  • Transfer a call

    1. While on an active call select the Transfer icon
    2. Enter the transfer destination name or number in the Search and dial field
    3. Select either:
      a. Transfer now to transfer the call without announcing the caller
      b. Attended audio to announce the call before completing the transfer
      c. Attended video to announce the call before connecting as a video call

     

    Answer an incoming call

    1. You can either:
      1. Select the green audio button on the incoming call pop-up
      2. Select the green handset on the home page
    2. To reject the call, select Decline or the red handset button
  • Start a chat with one or more internal contacts

    1. From your contacts, right click on a contact and select Chat
    2. The chat window will open
    3. Type your message, then select Enter to send the message

     

    Note: You can have chats with different parties happening at the same time.

  • Start or leave My Room

    1. Select the My Room icon from the navigation pane
    2. Add participants by dragging and dropping them into your My Room window
    3. To add audio or video, select the relevant icon from the top menu
    4. Select the Close button to end

     

    Invite people outside the organisation into your My Room

    1. Right click the My Room icon from the profile section at the top
    2. Select either:
      a. Copy guest link
      b. Email guest link
    3. Send the invitation to the external guest. There are two options:
      a. If you'd like to share your screen: Ask the guest to select the email link and enter their name to join your My Room
      b. If you only need an audio call: Ask the guest to dial into the audio bridge number provided

    Note: Only premium profiles include chat and My Room.

What would you like to do?

  • Learn about call monitoring (busy lamp)


    Users that have been set up as monitored lines on your handset will show as entries on your phone’s line buttons. A light next to the user will show their current status:

    • Red: On a call
    • Green: Available
    • Flashing red: Their phone is ringing


    Once a monitored line has been set you'll be able to:

    • See the users status
    • Speed dial the user directly from your phone
    • Pick up the users incoming calls 
    • Transfer a call back to the user if you answered it for them
  • Pick up a call from someone you are monitoring

    • A flashing red light next to a user will show they have an incoming call
    • Select the button while it's flashing to redirect the call to your phone
    • When you answer the call the incoming caller’s details will show on your phone

What would you like to do with CRM Connect?

  • Install CRM Connect

    CRM Connect can be enabled for a user either by Spark or an administrator in the My Site portal.

    Once CRM Connect is enabled, follow the instructions below.

     

    Download CRM Connect

    1. Check your system requirements are suitable for CRM Connect. Find these requirements in the user guide. Go to CRM Connect PC user guide
    2. Sign in to the Cloud Phone My Phone portal
    3. Select the My Features tab
    4. Select CRM Connect from the menu on the left
    5. Select the appropriate download button for your computer type

     

    Install CRM Connect

    1. Sign in to the computer you're installing CRM Connect to. You'll need an administrator-level account.
    2. Double click on CRMConnect.exe and select Install
    3. Follow the instructions on screen to complete the setup wizard

     

    Configure telephony details

    1. If you disabled your anti-virus before beginning installation, re-enable it
    2. Find CRM Connect in your system tray. It'll look like a green dot, which becomes red when you're in a call. Right click on the icon to open the CRM Connect menu.
    3. Select Configuration
    4. Select Telephony from the menu on the left
    5. Fill out the following fields:
      • Method: If you want to use a physical desk phone for making calls then select HTTP(s). If you want to use a Cloud Phone application for making calls then select UC One.
      • Server: select Australia
      • Username: enter your Cloud Phone username. This will be formatted like an email address.
      • Password: enter your Cloud Phone password
    6. Select Save

     

    Configure CRM integration

    You'll need to know which CRM your company uses, and your login and password for that system.

    1. Under the Integration heading on the left-hand menu, select your CRM application
    2. Select the help icon in the top right corner of your screen. This will take you to a web page with instructions for configuring CRM Connect with your CRM system.

     

  • Over 50 CRM applications can be integrated using CRM Connect.

    The list of CRM applications compatible with CRM Connect will tell you if your CRM can integrate with Cloud Phone. It also gives other information you may need to know first. View list of compatible CRM applications

What would you like to find out about CRM Connect?

  • What is CRM Connect?

    Cloud Phone CRM Connect is an application for your desktop. It integrates leading CRM applications into the Cloud Phone service. CRM Connect works in conjunction with your phone and CRM software to provide an integrated service.

     

    CRM Connect:

    • Provides integration with a wide range of CRMs and other applications
    • Helps you make optimal use of your Cloud Phone communications system
    • Allows full control of the handset from your computer
    • Lets you search and edit BroadCloud directories and your extension status
    • Lets you manage your call settings
    • Uses a third-party application called BroadCloud

     

    CRM Connect allows you to:

    • Save time by getting your caller's details on screen fast
    • Improve your call handling and the caller’s experience
    • Add notes or other CRM activities while on a call
    • Locate and dial contacts from integrated applications, recently dialled and call history lists
    • Know who is calling before you answer the call
    • See the presence and phone on/off hook status of other users at your site
  • Phone directories

    When looking for contacts to display details for, CRM Connect will search across multiple directories.

     

    BroadCloud personal phone list

    Your personal phone list stores the details of the contacts you've decided to save. Their details will be display during a call. You can manage your personal phone list by:

    • Adding someone as a contact while you're on a call with them
    • Adding a contact from your call history
    • Adding, editing or deleting contacts directly in your personal phone list

     

    Cloud Phone directory

    CRM will search your enterprise directory. When you make or receive a call it will search for a match and display the person's details.

     

    Address book search

    Address book will search third party contact databases for a match to display your caller's details. It'll look in:

    • Microsoft Outlook
    • Lotus Notes
    • Google Contacts
    • Any other integrated CRM databases or applications

     

    To search for a contact yourself in the address book:

    1. From the system tray pop-up, select Address book
    2. Search for your contact
    3. If you want to transfer a call to that person, right click and select Consult. You'll be able to speak with the person before you transfer the call to them.
  • Call controls

    The call controls you'll see will change depending on whether your call is connected or not. The options are:

    • Hang up
    • Hold. This will pause the call. The caller will hear hold music if you have it available.
    • Consult. This transfers a call, but allows you to speak to the person you're transferring to first.
    • Transfer. This transfers a call without speaking to the recipient first.
    • Pick up. This lets you pick up a call that's ringing on another person's handset.
    • Show contact. This will give you details of the caller if they're found in your personal phone list, directory or another integrated application.
  • Outbound calling

    Learn the different ways of making an outbound call with click to dial.

     

    Quick dial

    From the system tray pop-up you can:

    1. Type in the phone number to dial, or
    2. Type in a partial name. This will search your personal phone list, directories and other integrated applications to return a result.
    3. Click on the number or name to call them

     

    Dial from recent calls

    Call someone back from a list of your recent call activity.

    1. From the system tray pop-up, hover over Recent
    2. A list of your recent calls will display. Click the person or number to call them.

     

    Dial from call history

    Call someone from a log of your recent call history.

    1. From the system tray pop-up, select Call history
    2. A list of your inbound, outbound and missed calls will display. Click the person or number to call them.

     

    Dial from clipboard

    CRM Connect monitors your clipboard and looks for phone numbers. You can set the minimum and maximum number length and prefix to recognise as being a probable phone number.

    1. Copy a phone number to your clipboard
    2. A dialogue bubble will appear from the system tray. Click on the number to dial it.

     

    Dial from a web page

    Phone numbers on web pages will be recognised as phone numbers.

    1. On a web page, the phone number will become a hyperlink
    2. Click on the number to call it

     

    Focus dialling

    Focus dialling detects in fields of other applications numbers you can dial. For example, in calendar appointments.

    1. In a field that has a phone number, a dial button will appear
    2. Click on the dial button to dial the number

     

    Lync or Skype for Business

    If you have Skype for Business, Lync 2013 or Lync for Office 365 you can use it to dial out from your Cloud Phone handset.

    1. Find the person you wish to call
    2. Select Call from desk phone

     

    Dialling configuration options

    You can configure your options for which applications can be used to dial.

    1. From the system tray pop-up, select Configuration
    2. Configure your options to suit your needs
  • Using presence

    You can check the status of a colleague's extension using Presence. You can then transfer a call to them using Consult or Transfer.

    1. From the system tray pop-up, select Presence
    2. See whether your colleagues are showing as on hook or off hook
    3. If you want to transfer a call to someone who's on hook and speak with them first, select Consult
    4. If you want to transfer a call straight through to them, select Transfer
  • Call settings

    Change your CRM Connect call settings to suit your preference. You will only see the settings that have been assigned to you as a user.

    Setting types:

    • Call forwarding options
    • Anywhere
    • Remote office
    • Do Not Disturb (DND) and hide number

     

    To change your settings:

    1. From the system tray pop-up, select Configuration
    2. Select Call settings from the menu
    3. Select the tab to view its settings
    4. Make your changes and select OK

     

    Call events and custom integration

    You can control:

    • Automating what will happen when an inbound call is received, a call is answered or an outbound call is made
    • Running a program or opening a web page on a selected event, for example, when a call is connected. You can configure what happens based on whether the call is inbound or outbound, and internal or external.

     

    To set up your call events:

    1. From the system tray pop-up, select Configuration
    2. Select Events from the menu
    3. Make your changes and select Save

     

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