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Manage Cloud Phone as a user

What would you like to do with Cloud Phone?

 

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 apps

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 your user portal 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.

The Cloud Phone app lets you use services like calling, video, chat and status (or presence) on your mobile. You can use the app on any supported Apple or Android device. The features available depend on the Cloud Phone user profile you have.

Download the Cloud Phone mobile app

Download the app for Apple (iOS) devices from the App Store

Download the app for Android devices from Google Play

 

Download the Cloud Phone tablet app

Download the app for Apple tablets from the App store

Download the app for Android tablets from Google Play

 

  1. Install the app on your device.
  2. When prompted, allow all of the permissions the app requests.
  3. When prompted, enter your mobile number.  

Sign in

The username and password you use to sign in to the Cloud Phone app is the same as for your user portal.

When your account is first set up, or when you've reset your password, change your password in the user portal before signing in to the app.

  1. Open the app on your device.
  2. Enter your username. This will be an email address.
  3. Enter your password. This will be the same password you use to sign in to your user portal.
  4. Select Sign in.

The landing page you'll see will depend on which Cloud Phone user profile you have. The features available vary by profile type.

  1. Tap on the menu icon to open the menu. This looks like three stacked lines.
  2. The menu options are listed. You'll see some or all of these depending on which profile type you have:
    • My Profile. Tap on the image to go to your profile. There you can view or edit your image, comments and location.
    • Presence. Just below your image there's a drop-down arrow. Here you can tap this to change between Automatic, Available, Away or Busy.
    • Favourites. Here you'll find your favourite contacts.
    • Groups. Here you'll find contacts you've saved into groups.
    • Directory. Here you can search for contacts.
    • Pull Call. Here you can pull a call you're currently in from another device onto your mobile. 
    • Call History. Here you'll find a history of your calls. 
    • Voicemail. Here you can see your voicemail messages or change your voicemail settings. 
    • Dialpad. Here you can bring up a keypad to call a number.
    • Settings. Here you can access your call settings, do not disturb mode or forward all your calls.
    • Use VoIP. Leave this switched on. 
    • Help. Here you can bring up information to help you use the app. 
    • About. Here you'll find the app version, license and legal information.
    • Join Room. Here you can start a group chat or conference in My Room. 
    • Call Room. Here you can start a conference in My Room.  
  3. When you're on a screen within the app:
    • If you see the < symbol at the top of the screen, tapping it will take you back to the previous screen.
    • If you see the X symbol at the top of the screen, tapping it will close the screen.
    • If you see the ... symbol horizontally or vertically, tapping this will give you more options to choose from.
    • If you see the three stacked lines icon at the top left, this will open the main menu.  

There are several ways to find a contact to call or start a chat with. The chat option is only available on Premium profiles.

Call a contact from your Favourites

  1. Tap on the menu icon (three stacked lines) and select Favourites.
  2. Tap on the contact you want to call.
  3. You can either:
    • Tap the Call button and select Voice or Video.
    • Choose which of their numbers you want to call. Tap the phone icon next to it to make a phone call.
    • Choose which of their numbers you want to call. Tap the video icon next to it to make a video call.
    • Tap the Chat button to send them an instant message.

 

Call a contact from your groups

  1. Tap on the menu icon (three stacked lines) and select Groups.
  2. Tap on the group your contact is in.
  3. Tap on the contact you want to call.
  4. You can either:
    • Tap the Call button and select Voice or Video.
    • Choose which of their numbers you want to call. Tap the phone icon next to it to make a phone call.
    • Choose which of their numbers you want to call. Tap the video icon next to it to make a video call.
    • Tap the Chat button to send them an instant message.

 

Start a group chat

  1. Tap on the menu icon (three stacked lines) and select Groups.
  2. Tap on the group name you want to chat with.
  3. Tap on the three dots icon at the top right of the screen and select New Message.
  4. Type your message and tap Send.

 

Call a contact from the directory

  1. Tap on the menu icon (three stacked lines) and select Directory.
  2. Start typing the contact's name or phone number in the search field.
  3. Find the contact you want to call in the list of results and tap on it.
  4. You can either:
    • Tap the Call button and select Voice or Video.
    • Choose which of their numbers you want to call. Tap the phone icon next to it to make a phone call.
    • Choose which of their numbers you want to call. Tap the video icon next to it to make a video call.
    • Tap the Chat button to send them an instant message.

Note: If you can't see an option to call the contact, add them to your Favourites first.

 

Call a number that's not in your contacts

  1. Tap on the menu icon (three stacked lines) and select Dialpad.
  2. Dial the number you want to call.
  3. Select either:
    • The phone icon to make a phone call.
    • The video icon to make a video call.

Add a contact to Favourites

  1. Tap on the menu icon (three stacked lines) and select Favourites.
  2. Tap on the + icon at the top right of the screen.
  3. Start typing the contact's name or phone number in the search field.
  4. Find the contact you want to add to favourites and tap on the star next to their name.

Alternatively, if you've tapped on a contact from your call history or directory you can tap on the star next to Add to Favourites in there.

 

Create a new group

  1. Tap on the menu icon (three stacked lines) and select Groups.
  2. Tap on the + icon at the top right of the screen.
  3. Enter a name for your new group.
  4. Tap on Create.

 

Add a contact to a group

  1. Tap on the menu icon (three stacked lines) and select Groups.
  2. Tap on the group you want to add the contact to.
  3. Tap on the + icon at the top right of the screen.
  4. Start typing the contact's name or phone number in the search field.
  5. Find the contact you want to add in the results list and tap on it. A tick will appear next to their name.
  6. Search for and select on any other contacts you want to add to the group.
  7. Tap on Done.

While you're in a phone call you'll see control buttons on your screen.

  • Mute: Mute or unmute your microphone.
  • Hold: Put your call on hold or take it off hold.
  • Speaker: Use speakerphone, bluetooth or headset.
  • Hang up icon: Ends your call.
Tap the three dots icon to see more options:
  • Transfer: Transfers your call.
  • Conference: Start a conference call.
  • Dialpad: Brings up the keypad.
  • Add Video: Turns your call into a video call.
  • New Call: Starts a new call.

When you're in an active call you can transfer it to someone else. The way you do this will depend on whether you answered the call in the Cloud Phone app or in your phone's native dialler.

 

Transfer a call you received in the Cloud Phone app

  1. Tap the three dots on your in-call control screen to see more options.
  2. Tap on Transfer.
  3. Dial the number you want to transfer the call to.
  4. If you want to talk to the person you're transferring to first, wait for them to answer before you continue. 
  5. Tap on Transfer to complete the transfer.

 

Transfer a call you received in your native dialler

  1. From the menu of in-call options on your screen, tap on Add Call.
  2. Dial the number you want to transfer the call to.
  3. Your caller will be placed on hold.
  4. If you want to talk to the person you're transferring to first, wait for them to answer before you continue. 
  5. Bring up the Cloud Phone app on your device.
  6. On the in-call control screen on the Cloud Phone app, tap the three dots to see more options.
  7. Tap on Transfer.
  8. Tap on Transfer again to complete the transfer.  

While you're in an active call on another device, such as a desk phone or desktop app:

  1. Tap on the menu icon (three stacked lines).
  2. Tap on Pull Call.
This will pull the call from the other device so you can continue it on your mobile.
  1. Tap on the menu icon (three stacked lines) and select Call History.
  2. Your call history is listed:
    • An arrow pointing down shows a received call
    • An arrow pointing up shows a call you've made
    • A red arrow pointing down shows a missed call. Tap on the record to see more information and options to call back or chat.
  3. To delete your call history, tap on the trashcan icon.
  4. Tap on the image beside a contact's name to see their profile. From there you can call them or chat.  

Listen to your voicemail messages

  1. Tap on the menu icon (three stacked lines) and select Voicemail. 
  2. Tap on the voicemail message you want to listen to. 
  3. Tap on the play icon to listen to the message.
 
Call your voicemail
  1. Tap on the menu icon (three stacked lines) and select Voicemail.
  2. Select the three dots icon at the top right of the screen for more options. 
  3. Tap on Call Voicemail.
 
Change your voicemail settings
  1. Tap on the menu icon (three stacked lines) and select Voicemail.
  2. Select the three dots icon at the top right of the screen for more options.
  3. Tap on Voicemail Settings. 
  4. Select Voicemail from the call settings list.
  5. Change your settings as needed:
    • Voicemail Service: Slide the toggle to turn voicemail on or off. 
    • Set Settings: Control when your calls will go to voicemail. 
    • Number of rings: Choose how many times your phone will ring before it goes to voicemail.
    • When a Message Arrives: Choose how you want to be notified of new messages.
    • Email Notification: Choose to receive an email when you get a new message.
    • Press 0 to transfer: Allow your callers to be transferred when they press 0.

Turn on do not disturb

Do not disturb mode will send all your calls to voicemail without ringing your phone.

  1. Tap on the menu icon (three stacked lines) and select Settings. 
  2. Slide the Do Not Disturb toggle to turn it on or off. 
 
Forward all of your calls
  1. Tap on the menu icon (three stacked lines) and select Settings.
  2. Tap on Call Forwarding. 
  3. Slide the Active toggle to turn it on or off. 
  4. Enter the phone number to forward your calls to. 
  5. Slide the toggle to turn Ring Splash on or off. Ring splash plays a tone to let you know when a call is being forwarded. 
  6. Tap on Save.
 
Forward your calls when busy, not answering or unreachable
  1. Tap on the menu icon (three stacked lines) and select Settings.
  2. Tap on Call Settings. 
  3. Tap on the Incoming Calls drop-down.
  4. Tap on the Call Forwarding drop-down.
  5. Slide the toggles for when you want your calls to forward:
    • Always: Forwards all your calls. Enter the phone number to send the calls to and tick the box if you want Ring Splash. Ring splash plays a tone to let you know when a call is being forwarded.
    • When No Answer: Forwards your calls when you don't answer. Enter the phone number to send the calls to and select how many times you want your phone to ring before the call is forwarded.
    • When Busy: Forwards your calls when you're already on the phone. Enter the phone number to send the calls to.
    • When Not Reachable: Forwards your calls when your phone can't be reached. Enter the phone number to send the calls to.
  1. Tap on the menu icon (three stacked lines) and select Settings. 
  2. Tap on Call Settings.
  3. Tap on the Incoming Calls, Outgoing Calls or Call Control drop-downs. 
  4. Select the setting you want to change using the toggle or drop-down next to it.
  5. Change the settings as required.
 
Incoming call settings you can change
  • Do Not Disturb. Do not disturb mode will send all your calls to voicemail without ringing your phone.
  • Anonymous Call Rejection. Anonymous call rejection rejects calls that have blocked their caller IDs.
  • Call Forwarding. Sends your calls to another phone number.
  • Simultaneous Ring. Simultaneous ring lets you set up to 10 other phone numbers in your company’s Cloud Phone directory which will also ring when you receive a call. The phones will ring at the same time.
  • Sequential Ring. Sequential ring sends your unanswered calls to up to five other numbers in a sequential order.
  • Remote Office. Remote office lets you use Cloud Phone features while you're working away from the office. Make calls from a remote phone and have it appear from your business line. Any incoming calls to your business line will ring on this remote phone.
  • Call Waiting. Call waiting lets you answer another call when you're already on the phone.  
 
Outgoing call settings you can change
  • Block my Caller ID. Blocks your Caller ID from showing up when you call someone.
 
Call control settings you can change
  • Call Centre Queues. Change your call centre status and which queues you're on.
  • Broadworks Anywhere. Also called Office Anywhere. Office Anywhere lets you make or receive calls from other phones as an extension of your business phone number. It also lets you switch calls between your desktop and your mobile while you're on an active call. Each of the phones you add is known as a location.

My Room is a collaboration tool. You can use it for a group chat, an audio conference or video conference.

Host a My Room session

  1. Tap on the menu icon (three stacked lines).
  2. Select Call Room to start a conference. Choose whether you want a voice or video call.
  3. Select Join Room to start a chat in your room. You can begin a voice or video conference from there by tapping the phone icon at the top of the screen.
  4. To invite others to your room, tap on the three dots icon at the top right of the screen and select Copy Guest Link. You can then paste this into an email to your guests.
  5. To leave the room, tap on the three dots icon at the top right of the screen and select Leave Room.

 

Join someone else's My Room session

  1. Find your contact in your favourites, groups or directory.
  2. Tap on the contact to see their calling options. 
  3. Tap on Call Room to join their audio or video conference.
  4. Tap on Join Room to join their chat.
  5. To leave the room, tap on the three dots icon at the top right of the screen and select Leave Room.

Download the Cloud Phone desktop app

  1. Sign in to the user portal from your desktop
  2. Go to My Apps
  3. Select Desktop softphone
  4. Select Desktop communication for PC or Mac
  5. When the pop-up appears, select Save file and follow the prompts

 

Sign in to the Cloud Phone desktop app

  1. Open the app on your desktop
  2. Enter your username (this will be the email you provided us with)
  3. Enter your password (this will be the password you use to access the user portal. It will be in an email from us)
  4. Select Sign in

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

Personal profile

This will show at the top left 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.

Update your personal profile

  1. Right click on the Profile photo box
  2. You can choose to:
    • Change your profile photo
    • Clear your profile photo
  3. To change your photo, select a photo from your computer when the window appears

 

Change your presence

  1. Select Presence
  2. Choose a presence from available, away, busy or offline, or type your own custom status

Note: These will automatically update, but you can also manually select a presence.

 

Add a custom status

  1. Select Presence
  2. Select the text box below Available and type your message, for example, working from home

Set up your voicemail greetings

You can set up 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
    • Select 1 to record your greeting
    • 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 tab.
  3. Select the voicemail message you wish to listen to.
  4. Select the play button that appears.
  5. For more message options select the options menu next to each message. This looks like three dots.
  1. Select Contacts from the left menu
  2. Start typing the name of a user in the Search and dial field
  3. When the contact's profile appears, right click on the contact and select New contact
  4. The contact will be moved to the My contacts section

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.

  1. Select Contacts from the top menu
  2. Select New group
  3. Enter a group name and select OK
  4. A new group will appear in the Contacts section
  5. To add members to this group, search for the contact
  6. Right click on the contact's name
  7. Select Add to group
  8. Select a group to add them to

Note: Once a group is set up you can call and chat to this group.

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.

  • Click on the active call under the Active Communications field.
  • 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 video camera icons to add video to the current call. 
  • Select the three dots icon to open the call control menu. From this menu you can:
    • Start a conference call
    • Park a call
    • Select audio device
    • Change the call volume

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 other device icon to make a call from your desk phone or other devices set up for you
  • Select the share icon to desktop share
  • Select the information icon to see the contact's details

 

On a call

  • Click on the active call under the Active Communications field.
  • 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 video camera icons to add video to the current call. 
  • Select the three dots icon to open the call control menu. From this menu you can:
    • Start a conference call
    • Park a call
    • Select audio device
    • Change the call volume

Call a contact

  1. Right click on a contact
  2. Select the type of call
  3. Select the number to call

 

Use the dial pad to call a contact

  1. Select the dial pad from the left menu
  2. Enter the number you want to call
  3. Select the icon for the type of call you'd like to make

Transfer a call

While on an active call:

  1. Click on the active call under the Active Communications field
  2. Select the three dots icon for the call controls menu
  3. Select Transfer
  4. Enter the transfer destination name or number in the Search and dial field
  5. Select either:
    • Transfer now to transfer the call without announcing the caller
    • Attended audio to announce the call before completing the transfer
    • Attended video to announce the call before connecting as a video call

 

Answer an incoming call

  1. You can either:
    • Select the purple phone button on the incoming call pop-up
    • Select the purple handset on the home page
  2. To reject the call, select Decline or the red handset button

View call history

  1. The call history icon displays in the left menu
  2. If you've missed a call, the call history icon will show a red notification badge with the number of missed calls
  3. Select the call history icon to view your call history list
  4. An arrow next to a call will show whether it was a missed, received or placed call
  5. To call back a number in your call history, select a call
  6. Select View profile to open a contact card and view more calling options
  7. Select the Add person icon to add the call to your contact list

 

Return a missed call

  1. Select the call history icon to show the call history
  2. Select the phone icon, or right click and select Call
  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.

Share a file

  1. While in a one-on-one chat, select the Sharing button
  2. Select a file from your computer to share with the person you're chatting to
  3. Select Accept the file share when the recipient has acknowledged the file you want to share. This will start the file download on their computer.

 

Share your desktop

  1. Select the Sharing icon
  2. Choose to share your entire desktop or an open application
  3. Select Start sharing
  4. You can manage how you share your desktop by selecting Preview, Pause and Stop sharing

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.

The Outlook add-in for communicator provides integration between the Cloud Phone desktop app and Microsoft Outlook and Microsoft Skype for Business (S4B).

With this add-in, you can have Microsoft Outlook display Cloud Phone contact presence and use functions like chat, call from computer, call from phone and video call from within Outlook.

 

Presence

The add-in displays the presence of a contact in Outlook. Presence information is retrieved from the Cloud Phone application and displayed as an icon next to the contact in emails and calendar appointments. The add-in also updates presence information in Cloud Phone app if the user is in an Outlook meeting. You must be signed into the Cloud Phone app for the presence to display.

 

Call and Chat

Right click on an email in your inbox and call or chat with the sender using the Cloud Phone app. The chat option is only available for contacts with a Premium Cloud Phone User profile. Call options are available for all contacts with a valid phone number. These options are also available from contact cards.

Note: If Outlook is closed while the Cloud Phone desktop app is running, The Cloud Phone desktop app needs to be restarted as well for the features to work as expected.

 

What Platforms are supported

The following platforms are supported:

  • Microsoft Outlook 2010 (32 and 64-bit)
  • Microsoft Outlook 2013 (32 and 64-bit)
  • Microsoft Outlook 2016 (32 and 64-bit)
  • Microsoft 7 SP1
  • Microsoft Windows 8
  • Microsoft Windows 8.1
  • Microsoft Windows 10

Note: The add-in cannot be used if you have Microsoft Office Communicator or Skype installed.

You must uninstall these products if you want to use this add-in. Skype for Business can be used at the same time. Outlook 2010 cannot be used together with the S4B integration features. Additionally, administration rights are required for the Outlook add-in except for Outlook 2010.

 

How is the add-in installed?

To integrate your Microsoft Outlook or Windows with the Cloud Phone desktop app:

  1. Select the Install Cloud Phone’s Outlook plugin option from the Cloud Phone set-up window. You'll see this window when downloading the app for the first time.

If this option isn't selected the integration won't work as expected. In this case you should:

  1. Delete the app and re-install
  2. Select the Install Cloud Phone’s Outlook plugin option

For Outlook 2010, all contacts must be updated to have a SIP address.

The SIP address for a contact in Outlook must match the users Cloud Phone email address. To check if the SIP address has been configured, open a contact card and click on the view more options button and select the Email addresses tab.

It should have a SIP address in the list of email addresses like below.

SIP: joe.bloggs@spark.co.nz

If the SIP address is missing, you can try to update the address book in Outlook by going to the Send/Receive section at the top, selecting the Send/Receive group dropdown and selecting Download address book.

For Outlook 2013/2016, the SIP address does not need to be entered for the contacts, if the Cloud Phone email address matches the Outlook contact.

Additionally, when adding contacts from Outlook to the Cloud Phone desktop app, the IM address field can be populated in Outlook so that the presence feature works directly on the Cloud Phone desktop app as the information is imported to the Cloud Phone contact card. 

For more information, refer to your user guide that was shipped with the device or you can find it on the Yealink support site. Go to Yealink website

When you have a voicemail message to listen to there will be a message waiting light on your phone's screen. To listen to your messages:

  1. Select Connect
  2. Follow the voice prompts to listen to your voicemail messages

Adjust the volume (ring tone and call volume)

  1. Select the - or + icon on the volume button during a call to change the volume of the handset, speakerphone or headset
  2. Select the - or + icon on the volume button when the phone is idle or ringing to adjust the ringer volume
  3. Select the - or + icon on the volume button to adjust the media volume in the corresponding screen

 

Change a ring tone

  1. Select Menu when the phone is idle
  2. Select Settings
  3. Select Basic settings
  4. Select Sound
  5. Select Ring tones
  6. Select Common if you want to change the ring tone on your own phone. Select another account by selecting the up or down arrows.
  7. If you're updating another account, select the ring tone you want to apply by selecting the up or down arrows. If you select Common from the ring tone list, it'll apply the ring tone for this phone to the other account.
  8. Select Save
  1. Select History when the phone is idle, press the up or down arrow to scroll through the list
  2. Select a call from the list and choose from the following:
    • Select Send to call the number back
    • Select Delete to delete the call from the list
  3. If you select Option, you can also do the following:
    • Select Detail to view detailed information about the call
    • Select Add to contacts to add the number to the local directory
    • Select Add to blacklist to add the number to the blacklist
    • Select Delete all to delete all calls from the list

Make a call

You can make a call using speakerphone, a handset or a headset. During a call you can switch between the speakerphone, handset or headset mode. Do this by selecting the headset button, the speakerphone button or by picking up the handset.

 

Answer a call

  • Answer a call with the handset by picking up the phone
  • Answer a call using speakerphone by selecting the speaker icon
  • Answer a call using the headset by selecting the headset icon

Note: You can reject an incoming call by selecting Reject.

 

End a call

  • End a call with the handset by hanging it up or selecting End call
  • End a call using the speakerphone or headset by selecting End call

To redial a call, you can either:

  1. Select the redial button, which looks like two arrows pointing around in a circle
  2. Go to the placed call list, where you select the up or down arrow to find the number you want to redial
    • Select the redial button again, or select Send
    • Or Select the redial button twice when the phone is idle to call the last dialed number

Place a call on hold

Select Hold during a call.

 

Resume a call

To take a call off hold, do one of the following:

  • If there's only one call on hold, select Resume
  • If there's more than one call on hold, select the call you want to resume, then select Resume

 

Mute or unmute a call

  1. Select the mute button, which looks like a microphone with a line through it. This mutes the microphone during a call.
  2. Select the mute button again to unmute the 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

 

Semi-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 you hear the dial tone

 

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

 

Call forward

  1. Select Menu when the phone is idle
  2. Select Features
  3. Select Call forward
  4. Select the way you want to forward the call:
    • Always forward: Always forward incoming calls
    • Busy forward: Forward incoming calls when the phone is busy
    • No answer forward: Forward incoming calls if a call isn't answered after a period of time
  5. Enter the number you want to forward to
  6. If you selected No answer forward, select the number of times you want the phone to ring from the After ring time field. Do this by selecting the left and right arrows.
  7. Select Save
  1. Select Conf during a call
  2. Enter the number of the second party, and then select Send
  3. Select Conf again when the second party answers
  4. To end the call, select End

Note: You can split the conference call into two individual calls by selecting Split.

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 user's status
  • Speed dial the user directly from your phone
  • Pick up the user's incoming calls
  • Transfer a call back to the user if you answered it for them

 

Speed dial a monitored contact

  1. Select the line button next to the user's name
  2. Your phone will start dialing the user

 

Pick up a call from someone you are monitoring

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

 

Transfer a call back to a monitored contact

  1. With the caller on the line, select Transfer. This looks like two phones with an arrow between them.
  2. Select the monitored line you want to transfer the call to
  3. When someone answers the call, announce the call
  4. Select Transfer again to complete the transfer
  5. If the person refuses the call before completing the transfer, select More, then End call
  6. Select Resume to go back to the original caller

You can use a feature access code to control a feature from your phone. Pick up the handset and enter the code into the keypad for the feature you'd like to change. Follow any further prompts you hear.

 

Codes

  • Call forwarding always activation: *72
  • Call forwarding always deactivation: *73
  • Call forwarding always to voicemail activation: *21
  • Call forwarding always to voicemail deactivation: *36
  • Call forwarding busy activation: *90
  • Call forwarding busy deactivation: *91
  • Call forwarding busy to voicemail activation: *40
  • Call forwarding busy to voicemail deactivation: *42
  • Call forwarding no answer activation: *92
  • Call forwarding no answer deactivation: *93
  • Call forwarding no answer to voicemail activation: *41
  • Call forwarding no answer to voicemail deactivation: *35
  • Call forwarding not reachable activation: *94
  • Call forwarding not reachable deactivation: *95
  • Caller ID delivery blocking per call: *67
  • Caller ID delivery blocking persistent activation: *31
  • Caller ID delivery blocking persistent deactivation: *32
  • Caller ID deliver per call: *65
  • Call park: *68
  • Call retrieve: *88
  • Call pull: *11
  • Call waiting persistent activation: *43
  • Call waiting persistent deactivation: *46
  • Call waiting interrogation: *38
  • Cancel call waiting: *70
  • Clear voice message waiting indicator: *99
  • Direct voicemail transfer: *55
  • Directed call pick up: *97
  • Directed call pick up with barge in: *33
  • Do not disturb activation: *78
  • Do not disturb deactivation: *79
  • Group call park: *58
  • Group call pick up: *98
  • Last call return: *69
  • Last number redial: *66
  • Music on hold per call deactivation: *60
  • Push to talk: *50

For more information, refer to your user guide that was shipped with the device or you can find it on the Yealink support site. Go to Yealink website

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

Adjust the volume

  • Select the right or left arrow when the handset is idle to adjust the ringer volume
  • Select the right or left arrow during a call to adjust the volume of the speakerphone, headset or handset

 

Change your ring tone

  1. Select OK to enter the main menu
  2. Select Settings
  3. Select Audio
  4. Select Ring tones
  5. Select Melodies
  6. Select the up or down arrow to highlight the Intercom call option or the desired line
  7. Select the right or left arrow to choose a ring tone
  8. Select Save

 

Turn silent mode on/off

  • Turn silent mode on: Hold down the button with the * and the music note when the handset is idle
  • Turn silent mode off: Hold down the button with the * and the music note

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

Assign a speed dial number

  1. Select OK to enter the main menu
  2. Select Settings
  3. Select Telephony
  4. Select Speed dial
  5. Select the up or down arrow to highlight a digit key
  6. Select Assign
  7. Select the up or down arrow to highlight an entry
  8. Select OK

Note: If you've stored both the office number and mobile number, select the up or down arrow to highlight a number. Select OK again.

Place a call

  1. You can either:
    • Enter the phone number when the handset is idle
    • 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 local directory

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

 

Place a call from call history

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

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

Answer a call

You can answer a call by selecting one of the following:

  • Select Accept
  • Select the speaker button
  • Select the phone button
  • Select OK

Note: You can ignore an incoming call by selecting Silence. Reject an incoming call by selecting the button that has the phone with a circle under it.

 

End a call

Select the button that has the phone with a circle under it.

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

 

Blind transfer

  1. Select Options during a call
  2. Select Transfer
  3. Enter the number you want to transfer a call to
  4. Select Transfer

 

Semi-attended transfer

  1. Select Options during a call
  2. Select Transfer
  3. Enter the number you want to transfer the call to
  4. Select the phone button, speaker button or OK button
  5. Select Transfer when you hear the dial tone

 

Attended transfer

  1. Select Options during a call
  2. Select Transfer
  3. Select the phone button, speaker button or OK button
  4. Select Transfer after someone answers the call

 

Forward a call

To enable call forwarding on a specific line:

  1. Select OK to enter the main menu
  2. Select Call features
  3. Select Call forward
  4. Select the up or down arrow to highlight a line
  5. Select OK
  6. Select the up or down arrow to highlight the forwarding type:
    • Always: Incoming calls are always forwarded
    • Busy: Forward incoming calls when the line is busy
    • No answer: Forward incoming calls if not answered after a period of time
  7. Select OK
  8. Select Enabled from the Status field
  9. Enter the number you want to forward the incoming calls to in the Target field
  10. For No answer, select the left or right arrow in the After ring field to choose the time before the call's forwarded
  11. Select Save
  • 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

You can use a feature access code to control a feature from your phone. Pick up the handset and enter the code into the keypad for the feature you'd like to change. Follow any further prompts you hear.

 

Codes

  • Call forwarding always activation: *72
  • Call forwarding always deactivation: *73
  • Call forwarding always to voicemail activation: *21
  • Call forwarding always to voicemail deactivation: *36
  • Call forwarding busy activation: *90
  • Call forwarding busy deactivation: *91
  • Call forwarding busy to voicemail activation: *40
  • Call forwarding busy to voicemail deactivation: *42
  • Call forwarding no answer activation: *92
  • Call forwarding no answer deactivation: *93
  • Call forwarding no answer to voicemail activation: *41
  • Call forwarding no answer to voicemail deactivation: *35
  • Call forwarding not reachable activation: *94
  • Call forwarding not reachable deactivation: *95
  • Caller ID delivery blocking per call: *67
  • Caller ID delivery blocking persistent activation: *31
  • Caller ID delivery blocking persistent deactivation: *32
  • Caller ID deliver per call: *65
  • Call park: *68
  • Call retrieve: *88
  • Call pull: *11
  • Call waiting persistent activation: *43
  • Call waiting persistent deactivation: *46
  • Call waiting interrogation: *38
  • Cancel call waiting: *70
  • Clear voice message waiting indicator: *99
  • Direct voicemail transfer: *55
  • Directed call pick up: *97
  • Directed call pick up with barge in: *33
  • Do not disturb activation: *78
  • Do not disturb deactivation: *79
  • Group call park: *58
  • Group call pick up: *98
  • Last call return: *69
  • Last number redial: *66
  • Music on hold per call deactivation: *60
  • Push to talk: *50

For more detail, see the Cisco user guide. Download user guide

Make a call

  1. Dial a number using the keypad.
  2. Pick up the handset or select the headset or speaker button.

 

Answer a call

To answer an incoming call, you can either:

  1. Pick up the handset.
  2. Select the flashing red line button.

 

Decline a Call

You can send the call to your voicemail or a pre-set phone number. If neither are set up the call is rejected and the caller hears busy tone.

  1. Select the Decline softkey.

 

End a call

  1. Select the End Call softkey or hang up the handset.

You'll see a message waiting light on your phone's screen when there's a new message.

  1. Select the messages button, which looks like a tape recorder.
  2. Follow the voice prompts to listen to your voicemail messages.
  3. To check messages for a specific time, select the line button first.

Adjust the ringer volume or call volume

  1. Select the - or + button during a call to adjust handset, speakerphone or headset volume.
  2. Select the - or + button when the phone is idle or ringing to adjust the ringer volume.
  3. Select the - or + button when playing media to adjust the media volume.

 

Change the ring tone

  1. Select the applications button, which looks like a cog wheel.
  2. Select User preferences.
  3. Select Ringtone.
  4. Select the extension number.
  5. Select a ring tone.
  6. Select the Play softkey to hear a sample.
  7. Press Select.
  8. Select Set.
  9. Select the back button to exit.

View a recent call

  1. Select the applications button, which looks like a cog wheel.
  2. Select Recents.
  3. Select a line if required.
  4. View your recent calls.

 

Return a recent call

  1. Select the applications button, which looks like a cog wheel.
  2. Select Recents.
  3. Select a line if required.
  4. Select from:
    • All calls
    • Missed calls
    • Received calls
    • Placed calls
  5. Select the number you want to dial.
  6. Select EditDial to edit the number if you need to.
  7. Select Call.

 

Clear the recent calls list

  1. Select the applications button, which looks like a cog wheel.
  2. Select Recents.
  3. Select a line if required.
  4. Select from:
    • All calls
    • Missed calls
    • Received calls
    • Placed calls
  5. Select Clear.
  6. Select Delete.

 

Delete a call record

  1. Select the applications button, which looks like a cog wheel.
  2. Select Recents.
  3. Select a line if required.
  4. Select from:
    • All calls
    • Missed calls
    • Received calls
    • Placed calls
  5. Select the record you want to delete.
  6. Select Delete.
  7. Select Delete again to confirm.

 

  1. Select a line if required.
  2. Select the Redial softkey.

Place a call on hold or resume a call

  1. During a call, select the hold button. This looks like two vertical lines.
  2. To resume the call select the hold button again.

 

Mute or unmute a call

  1. Select the mute button, which looks like a microphone with a line through it.
  2. Select the mute button again to unmute the call.

Blind transfer

  1. Select the transfer button during a call, which looks like a person with an arrow.
  2. Dial the number you want to transfer to.
  3. Select the transfer button again.

 

 

Consult before you transfer

  1. Select the transfer button during a call, which looks like a person with an arrow.
  2. Dial the number you want to transfer to.
  3. Select the Swap softkey to return to the call and speak.
  4. Select the transfer button again to finish the transfer.
  1. Select the Fwd All softkey when the phone is idle.
  2. Dial the number you want to forward your calls to.
  3. An icon of a phone with a bent arrow will appear by the line so you know call forwarding is on.

Start a three way call

  1. During a call, select the conference button. This looks like a group of people.
  2. To add another person, either:
    • Select a held call and select Yes.
    • Dial a phone number then select the conference button again.

 

End a three way call

Hang up the phone or select the End Call softkey.

Pick up a call from someone in your pickup group

Your administrator must assign you to a pickup group to be able to use this function.

If multiple calls are available to be picked up, you'll answer the call that's been ringing for the longest time.

  1. Select a line if required.
  2. Select the PickUp softkey to transfer the call to your phone.
  3. Select the Answer softkey when it rings on your phone.

 

Pick up a call from someone outside of your pickup group

  1. Select a line if required.
  2. Select the Group PickUp softkey.
  3. Dial either:
    • The number of the phone line with the call that you want to pick up. For example, if the call is ringing on line 1234, enter 1234.
    • The group pickup number.
  4. Select the Answer softkey when it rings on your phone.

You can use a feature access code to control a feature from your phone. Pick up the handset and use the keypad to dial the code for the feature you'd like to change. Follow any further prompts you hear.

 

Codes

  • Call forwarding always activation: *72
  • Call forwarding always deactivation: *73
  • Call forwarding always to voicemail activation: *21
  • Call forwarding always to voicemail deactivation: *36
  • Call forwarding busy activation: *90
  • Call forwarding busy deactivation: *91
  • Call forwarding busy to voicemail activation: *40
  • Call forwarding busy to voicemail deactivation: *42
  • Call forwarding no answer activation: *92
  • Call forwarding no answer deactivation: *93
  • Call forwarding no answer to voicemail activation: *41
  • Call forwarding no answer to voicemail deactivation: *35
  • Call forwarding not reachable activation: *94
  • Call forwarding not reachable deactivation: *95
  • Caller ID delivery blocking per call: *67
  • Caller ID delivery blocking persistent activation: *31
  • Caller ID delivery blocking persistent deactivation: *32
  • Caller ID deliver per call: *65
  • Call park: *68
  • Call retrieve: *88
  • Call pull: *11
  • Call waiting persistent activation: *43
  • Call waiting persistent deactivation: *46
  • Call waiting interrogation: *38
  • Cancel call waiting: *70
  • Clear voice message waiting indicator: *99
  • Direct voicemail transfer: *55
  • Directed call pick up: *97
  • Directed call pick up with barge in: *33
  • Do not disturb activation: *78
  • Do not disturb deactivation: *79
  • Group call park: *58
  • Group call pick up: *98
  • Last call return: *69
  • Last number redial: *66
  • Music on hold per call deactivation: *60
  • Push to talk: *50

 

For more detail, see the Cisco user guide. Download user guide

Make a call

You can either:

  • Pick up the handset and dial the number.
  • If you have a headset connected, select the headset button and dial the number.
  • Select the speaker button and dial the number.

 

Answer an incoming call

To answer an incoming call, you can either:

  • Pick up the handset.
  • Select the Answer softkey.
  • Select the speakerphone button.

 

Answer an incoming call when you're already on the phone

  1. Select the Answer softkey.
  2. Your current call will be placed on hold.

 

Decline a call

When you decline a call, the call will go to your voicemail or to your call forward number if you have call forward no answer set up.

  1. Select the Decline softkey.

You'll see a message waiting light on your phone's screen when there's a new message.

  1. Select the messages button, which looks like a tape recorder.
  2. Follow the voice prompts to listen to your voicemail messages.

Adjust the ringer volume or call volume

  1. Select the - or + button during a call to adjust handset, speakerphone or headset volume.
  2. Select the - or + button when the phone is idle or ringing to adjust the ringer volume.
  3. Select the - or + button when playing media to adjust the media volume.

 

 

Change the ring tone

  1. Select the applications button, which looks like a cog wheel.
  2. Select User preferences.
  3. Select Ringtone.
  4. Select the extension number.
  5. Select a ring tone.
  6. Select the Play softkey to hear a sample.
  7. Press Select.
  8. Select Set.
  9. Select the back button to exit.

View a recent call

  1. Select the applications button, which looks like a cog wheel.
  2. Select Recents.
  3. Select a line if required.
  4. Select from:
    • All calls
    • Missed calls
    • Received calls
    • Placed calls

 

Return a recent call

  1. Select the applications button, which looks like a cog wheel.
  2. Select Recents.
  3. Select a line if required.
  4. Select from:
    • All calls
    • Missed calls
    • Received calls
    • Placed calls
  5. Select the number you want to dial.
  6. Select EditDial to edit the number if you need to.
  7. Select Call.

 

Clear the recent calls list

  1. Select the applications button, which looks like a cog wheel.
  2. Select Recents.
  3. Select a line if required.
  4. Select Clear.
  5. Select Delete.

 

Delete a call record

  1. Select the applications button, which looks like a cog wheel.
  2. Select Recents.
  3. Select a line if required.
  4. Select from:
    • All calls
    • Missed calls
    • Received calls
    • Placed calls
  5. Select the record you want to delete.
  6. Select Delete.
  7. Select Delete again to confirm.

Place a call on hold or resume a call

  1. During a call, select the hold button. This looks like two vertical lines.
  2. To resume the call, either:
    • Select the Resume softkey.
    • Select the line button where the call is being held. It'll have a flashing red light.

 

Mute or unmute a call

  1. Select the mute button, which looks like a microphone with a line through it.
  2. Select the mute button again to unmute the call.

Blind transfer

  1. Select the More softkey during a call.
  2. Select the Blind Transfer softkey.
  3. Dial the phone number to transfer the call to.
  4. Select the Call softkey.

 

Consult before you transfer

  1. Select the transfer button during a call. It looks like a person with an arrow.
  2. Dial the phone number to transfer the call to.
  3. Select the Call softkey.
  4. The first call will automatically go on hold while you speak to the second person.
  5. Select the transfer button again to complete the transfer.

 

  1. Select the Forward softkey.
  2. Dial the number you want to forward your calls to.
  3. Select the Call softkey.
  4. An icon of a phone with a bent arrow will appear by the line so you know call forwarding is on.

Start a three way call

  1. During a call, select the conference button. This looks like a group of people.
  2. Dial the extension or phone number you want to add into the call.
  3. Select the Call softkey.

 

End a three way call

Hang up the phone or select the End Call softkey.

  1. Select the applications button, which looks like a cog wheel.
  2. Select Bluetooth.
  3. Select Devices.
  4. Select Scan.
  5. Select your mobile device from the list of available devices.
  6. Select Connect.
  7. If prompted, verify the passkey on your mobile device and desk phone.
  8. When prompted, choose to make your mobile contacts and call history available on your desk phone.

Park a call

  1. Select the Transfer softkey.
  2. Dial *68.
  3. Dial the extension you want to park the call against, or # to park it against your own extension.

 

Pick up a parked call

  1. Select the Pickup softkey.

For more detail, see the Cisco user guide. Download user guide

The LED bar lights up to indicate status.

  • Solid green: In an active call
  • Flashing green: There's an incoming call
  • Pulsing green: The call is on hold
  • Solid red: The call is muted

Make a call

  1. Dial the number.
  2. Select the Call softkey.

 

Answer an incoming call

  1. Select the Answer softkey.

 

End a call

  1. Select the End Call softkey.

 

Adjust the ringer volume or call volume

  1. Select the - or + volume button during a call to adjust the call volume.
  2. Select the - or + volume button when the phone is idle or ringing to adjust the ringer volume.
  3. Select the - or + volume button when playing media to adjust the media volume.

 

Change the ring tone

  1. Select the Settings softkey.
  2. Select User preferences.
  3. Select Ringtone.
  4. Select the extension number.
  5. Select a ring tone.
  6. Select the Play softkey on a ringtone to hear a sample.
  7. Press Select.
  8. Select Set.
  9. Select Apply.
  1. Select the Settings softkey.
  2. Select the Recents softkey.
  3. Alternatively, select the up navigation button.
  4. Select from:
    • All calls
    • Missed calls
    • Received calls
    • Placed calls

Place a call on hold or resume a call

  1. During a call, select the Hold softkey.
  2. To resume the call, select the Resume softkey.

 

Mute or unmute a call

  1. Select the Mute softkey.
  2. Select Mute again to unmute the call.
  1. Select the Transfer softkey.
  2. Dial the phone number to transfer the call to.
  3. Select Transfer again.
  1. During a call, select the Conf softkey.
  2. Dial the phone number you want to bring in.
  3. Select Conf again.

For more detail, see the Cisco user guide. Download user guide

Turn the handset on

  1. Press and hold the Power/End button until the screen turns on.

 

Turn the handset off

  1. Press and hold the Power/End button until the screen turns off. 

 

Lock or unlock the keypad

When the keypad is locked you can only dial emergency numbers.

  1. Press and hold the 0 key until the words Press and hold 0 appear on the screen.
  2. A lock icon will appear the the top of the screen.
  3. To unlock, press and hold the 0 key until the lock icon disappears.
  1. Select the - or + button on the side of the phone during a call to adjust the call volume.
  2. Select the - or + button on the side of the phone when the phone is idle or ringing to adjust the ringer volume.

Make a call

  1. Dial the phone number on the keypad.
  2. Select Answer/Send.

 

Answer a call

  1. Select Answer/Send.

 

End a call

  1. Select Power/End.
  1. Press and hold 1 until you hear it ringing.
  2. Follow the voice prompts to listen to your voicemail messages.

Place a call on hold

  1. During a call, select the Hold softkey.

 

Resume a call

  1. Select the Resume softkey.

 

Mute or unmute a call

  1. Select the Mute button, which looks like a microphone with a line through it. It's on the side of the phone.
  2. To unmute, select the Mute button again.
  1. Select the Transfer softkey during an active call.
  2. Dial the phone number to transfer the call to.
  3. Select the Transfer softkey again before or after the recipient answers.
  1. Press the Menu button. This looks like three stacked lines.
  2. Select Settings.
  3. Select Do not disturb.
  4. Highlight Enabled to turn do not disturb on.
  5. Highlight Disabled to turn do not disturb off.
  6. Press the Select button.
  1. Select the Recents softkey.
  2. Use the left and right navigation buttons to select:
    • All calls
    • Answered calls
    • Dialled calls
    • Missed calls

Call a local contact

  1. Select the Contacts softkey.
  2. Highlight an entry. Select the right navigation button if you want to see other numbers for the contact.
  3. Select the Call softkey.

 

Call a directory contact

  1. Select the Directory softkey.
  2. Highlight an entry. Or you can select Search, enter a name and select Search again.
  3. Select a line if required.
  4. Select the Select softkey.

Start a conference call

  1. During a call, select the Conf softkey
  2. Dial the phone number you want to bring in.
  3. Select Answer/Send.
  4. When the person answers, select the Conf softkey again.

 

End a conference call

  1. Select Power/End.

 

  1. Press the Menu button. This looks like three stacked lines.
  2. Select Settings.
  3. Select Audio settings.
  4. Highlight Coverage warning.
  5. Select On to turn the coverage warning tone on.
  6. Select Off to turn the coverage warning tone off.

The user portal gives you access to your Cloud Phone settings. It lets you manage your options to suit your needs. Within the user portal you can access and manage the following:

  • Voicemail
  • Call history
  • Call settings
  • Directory
  • My apps
  1. Open the user portal
  2. Enter your username. This will be in an email you received.
  3. Enter your password. If you're signing in for the first time, you'll receive a separate email with your temporary password.
  4. Select Sign In.

Change your password

  1. Sign in to the user portal
  2. Select the drop-down arrow next to your name in the top right corner.
  3. Select Account Settings.
  4. Select Change Password.
  5. Follow the prompts.

 

Reset your password

  1. Open the user portal
  2. Enter your username. If you don't know what it is, select the Forgot Username link.
  3. Select the Forgot Password link.
  4. Follow the prompts to reset your password.
  5. You'll receive an email with your temporary password. If you haven't received it within 10 minutes, check your junk folder.
  1. Sign in to the user portal
  2. Select the drop-down arrow next to your name in the top right corner.
  3. Select Account Settings.
  4. Select Change Voicemail PIN.
  5. Follow the prompts.

Find your voicemail messages

  1. Sign in to the user portal
  2. Select Voicemail from the left menu.
  3. Your voicemail messages are listed.
  1. Select the arrow to the left of the voicemail message.
  2. Select Play to listen to the message. 
  3. Select Mark as Unplayed to make it appear like a new message again.
  4. Select Download to save the message to your computer.
  5. Select the trash icon to the right of the message to delete it.
  6. Select the More Options drop-down to perform actions on all your messages.  
  1. Select Voicemail Settings.

 

Enable or disable voicemail

  1. Select the Voicemail toggle to turn voicemail on or off.
  2. Select the checkboxes as required:
    • Send all calls to voicemail
    • When busy, send calls to voicemail
    • Send unanswered calls to voicemail
  3. Select Save.

 

Message storage

  1. Select from the drop-down where to store messages:
    • Use system mailbox
    • Use external mailbox. Then enter the email address.
  2. Select the checkbox if you want the phone's message waiting indicator to let you know there's a message.
  3. Select Save.

 

Notification of new messages

  1. Select the Notifications toggle to turn notifications on or off.
  2. Select Notify me via email when new voicemail messages are received.
  3. Enter the email address to send notifications to.
  4. Select the checkbox if you want voicemail messages to be sent as attachments.
  5. Select Save.

Please note: You won’t be able to turn on notifications via text message to a mobile. This feature isn’t available in New Zealand.

 

Transfer callers

  1. Select the toggle Press 0 to transfer to, if you want callers to have the option of being transferred.
  2. Enter the number to transfer calls to.
  3. Select Save.

 

Greetings

  1. Select the number of rings before callers will hear the greeting.
  2. Select a greeting to play when the phone is busy:
    • System. This is the default greeting.
    • Personal. Then select a pre-recorded .wav file and upload it as your greeting.
  3. Select a greeting to play when the phone's unanswered:
    • System. This is the default greeting.
    • Custom. Then select a pre-recorded .wav file and upload it as your greeting.
  4. Select Save.
  1. Sign in to the user portal
  2. Select Call History from the left menu.
  3. Select the All or Missed tabs at the top.
  4. To sort the calls:
    • Select the column heading you want to order the calls by.
    • Select it again to change the order between ascending or descending.

Time schedules are used when you set up options such as selective call forwarding, selectively accept or reject calls and call notify. Each block of time in a schedule is known as an event.

Once the schedule has been added, you'll need to assign it to the option you're using it for.

If you're using more than one schedule for something, the schedules will work in the order they're listed. Ordering of the schedules is by their description name, so we recommend you name the schedules accordingly. For example, if you have a holiday schedule for Christmas day that you want to override what would normally happen on that day of the week, you might name it 00 Christmas Day and the business hours schedule 01 Business Hours.

  1. Sign in to the user portal
  2. Select Call Settings from the left menu.
  3. Select the Schedules tab at the top.
  4. Your schedules and your company's schedules will be listed.

 

Add a new time schedule

  1. Select New Schedule.
  2. Enter a name for your schedule.
  3. Select the start date and end date of your first event.
  4. Select the start time and end time of your first event.
  5. Select the All day event checkbox if you want it to be all day.
  6. Select the Repeats checkbox if you want it to repeat.
  7. Choose how often you want this schedule to repeat.
  8. Select the Ends checkbox if you want it to end on a specific date or after a set number of occurrences.
  9. Select Save.
  10. To add more events to your new schedule, for example, the other days of the week:
    • Select the arrow to the left of your schedule.
    • Select Add Event.
    • Select the dates, times and recurrence as you did for the first event.
    • Select Save.

 

Change a time schedule

  1. Select the arrow to the left of the schedule you want to change.
  2. To add a new event:
    • Select Add Event.
    • Select the dates, times and recurrence for the event.
    • Select Save.
  3. To change an existing event:
    • Select the pencil icon next to the event.
    • Change the dates, times or recurrence for the event.
    • Select Save.
  4. To delete an event:
    • Select the trash icon next to the event.  

Call forwarding sends your calls to another number.

  1. Sign in to the user portal
  2. Select Call Settings from the left menu.
  3. Select the Incoming Calls tab at the top.
  4. Find Call Forwarding in the list of settings.
  5. Select the toggle to turn it on or off.
  6. Select the checkboxes for the type of call forwarding you want to use:
    • Always: Sends all calls to another number without ringing first.
    • When busy: Sends calls to another number when you're on the phone.
    • When no answer: Sends calls to another number when the call isn't answered within a set number of rings. Then select the number of rings to wait before forwarding.
  7. Enter the phone number to send calls to beside  each type of forwarding you've selected.
  8. Select the checkbox for Ring reminder if you want to hear a tone on your phone when a call's being forwarded.
  9. Select Save.

 

Set up selective call forwarding

Selective call forwarding forwards, or exempts from forwarding, your calls from specified numbers and at specified times using a time schedule. It overrides other call forwarding options you've set up.

If you're using selective call forwarding and have more than one schedule, the schedules will work in the order they're listed. Ordering of the schedules is by their description name, so we recommend you name the schedules accordingly. For example, if you have a holiday schedule for Christmas day that you want to override what would normally happen on that day of the week, you might name it 00 Christmas Day and the business hours schedule 01 Business Hours.

If you haven't set up a time schedule, do this first. See Add or change a schedule for help.

  1. Sign in to the user portal
  2. Select Call Settings from the left menu.
  3. Select the Incoming Calls tab at the top.
  4. Find Selectively Forward Calls in the list of settings.
  5. Select the toggle to turn it on or off.
  6. Enter the phone number to send calls to.
  7. Select Use ring reminder if you want to hear a tone when a call's being forwarded.
  8. Choose the time schedule to use and select Add Schedule.
  9. Select if you want this to apply to calls from any number or calls from a specific number.
  10. Select Forward or Don't forward.
  11. Select Save to close the pop-up window.
  12. Select Save.

Business continuity sends your calls to another number if your phone's unreachable. For example, if your network is down.

  1. Sign in to the user portal
  2. Select Call Settings from the left menu.
  3. Select the Incoming Calls tab at the top.
  4. Find Business Continuity in the list of settings.
  5. Select the toggle to turn it on or off.
  6. Enter the phone number to send your calls to.
  7. Select Save.

When do not disturb is turned on all your calls will go straight to voicemail.

  1. Sign in to the user portal
  2. Select Call Settings from the left menu.
  3. Select the Incoming Calls tab at the top.
  4. Find Do Not Disturb in the list of settings.
  5. Select the toggle to turn it on or off.
  6. Select the checkbox Use ring reminder if you want to hear a tone on your phone when a call's being sent to voicemail.
  7. Select Save.

This lets you set up a schedule for when you’ll accept a call. Outside of this schedule calls will be sent to a recorded message saying, “The party you are trying to reach is not accepting calls at this time.” You can also specify call types or callers.

If you're using selectively accept calls and have more than one schedule, the schedules will work in the order they're listed. Ordering of the schedules is by their description name, so we recommend you name the schedules accordingly. For example, if you have a holiday schedule for Christmas day that you want to override what would normally happen on that day of the week, you might name it 00 Christmas Day and the business hours schedule 01 Business Hours.

If you haven't set up a time schedule, do this first. See Add or change a schedule for help.

  1. Sign in to the user portal
  2. Select Call Settings from the left menu.
  3. Select the Incoming Calls tab at the top.
  4. Find Selectively Accept Calls in the list of settings.
  5. Select the toggle to turn it on or off.
  6. Choose the time schedule to use and select Add Schedule.
  7. Select if you want this to apply to calls from any number or calls from a specific number.
  8. Select Accept or Don't accept.
  9. Select Save to close the pop-up window.
  10. Select Save.

This lets you set up a schedule for when you’ll reject a call. During the scheduled time calls will be sent to a recorded message saying, “The party you are trying to reach is not accepting calls at this time.” You can also specify call types or callers.

If you're using selectively reject calls and have more than one schedule, the schedules will work in the order they're listed. Ordering of the schedules is by their description name, so we recommend you name the schedules accordingly. For example, if you have a holiday schedule for Christmas day that you want to override what would normally happen on that day of the week, you might name it 00 Christmas Day and the business hours schedule 01 Business Hours.

If you haven't set up a time schedule, do this first. See Add or change a schedule for help.

  1. Sign in to the user portal
  2. Select Call Settings from the left menu.
  3. Select the Incoming Calls tab at the top.
  4. Find Selectively Reject Calls in the list of settings.
  5. Select the toggle to turn it on or off.
  6. Choose the time schedule to use and select Add Schedule.
  7. Select if you want this to apply to calls from any number or calls from a specific number.
  8. Select Reject or Don't reject.
  9. Select Save to close the pop-up window.
  10. Select Save.

Call notify sends you an email when you receive a call that matches pre-defined criteria, such as a specific phone number or date and time.

If you're using call notify and have more than one schedule, the schedules will work in the order they're listed. Ordering of the schedules is by their description name, so we recommend you name the schedules accordingly. For example, if you have a holiday schedule for Christmas day that you want to override what would normally happen on that day of the week, you might name it 00 Christmas Day and the business hours schedule 01 Business Hours.

If you haven't set up a time schedule, do this first. See Add or change a schedule for help.

  1. Sign in to the user portal
  2. Select Call Settings from the left menu.
  3. Select the Incoming Calls tab at the top.
  4. Find Call Notify in the list of settings.
  5. Select the toggle to turn it on or off.
  6. Enter your email address.
  7. Select the time schedule to use and select Add Schedule.
  8. Select if you want this to apply to calls from any number or calls from a specific number.
  9. Select Notify me or Don't notify me.
  10. Select Save to close the pop-up window.
  11. Select Save.
  1. Sign in to the user portal
  2. Select Call Settings from the left menu.
  3. Select the Incoming Calls tab at the top.
  4. Find Call Waiting in the list of settings.
  5. Select the toggle to turn it on or off.

Simultaneous ring lets you set up to 10 other phone numbers in your company’s Cloud Phone directory which will also ring when you receive a call. The phones will ring at the same time.

If you want to use a schedule, you'll need to set this up first. See Add or change a time schedule for help.

  1. Sign in to the user portal
  2. Select Call Settings from the left menu.
  3. Select the Incoming Calls tab at the top.
  4. Find Simultaneous Ring in the list of settings.
  5. Select the toggle to turn it on or off.
  6. Enter the phone numbers you want to also ring.
  7. Select the Answer Confirmation checkbox next to each number you want to have to press a key before answering.
  8. Optionally, select the checkbox Do not ring when on a call.
  9. If you want to apply a schedule:
    • Select the Apply Schedules toggle to turn it on.
    • Choose the schedule you want to use.
    • Select if you want this to apply to calls from any number or calls from a specific number.
    • Select Ring or Don't ring.
    • Select Save to close the pop-up window.
  10. Select Save.

Remote office lets you use Cloud Phone features while you're working away from the office. Make calls from a remote phone and have it appear from your business line. Any incoming calls to your business line will ring on this remote phone.

  1. Sign in to the user portal
  2. Select Call Settings from the left menu.
  3. Select the Incoming Calls tab at the top.
  4. Find Remote Office in the list of settings.
  5. Select the toggle to turn it on or off.
  6. Enter the phone number you want to make and receive calls from.
  7. Select Save.

Office anywhere lets you make or receive calls from other phones as an extension of your business phone number. It also lets you switch calls between your desktop and your mobile while you're on an active call.  Each of the phones you add is known as a location.

  1. Sign in to the user portal
  2. Select Call Settings from the left menu.
  3. Select the Incoming Calls tab at the top.
  4. Find Office Anywhere in the list of settings.
  5. Select the toggle to turn it on or off.
  6. Optionally, select the checkbox Alert all enabled Locations for Click-to-Dial.

 

Add another phone to office anywhere

  1. Select Add Another Location.
  2. Enter a name for the location.
  3. Enter the phone number.
  4. Select More Options.
  5. Select the checkboxes as required:
    • Do Not Forward Calls.
    • Answer Confirmation. This will prompt you to press a key before answering a call.
    • Call Control. This means the phone will be able to use call controls such as hold or call forwarding using feature codes.
  6. Select Save.

Find out how to manage settings such as sequential ring, barge-in and hoteling.

Sequential ring sends your unanswered calls to up to five other numbers in a sequential order.

  1. Sign in to the user portal
  2. Select Call Settings from the left menu.
  3. Select the Incoming Calls tab at the top.
  4. Find Sequential Ring in the list of settings.
  5. Select the toggle to turn it on or off.
  6.  For each of the phones you want to ring:
    • Enter the phone number.
    • Choose how many rings you'd like it to wait for.
    •  Select the Answer Confirmation checkbox if you want the call recipient to press a key before answering.
  7.  Select the checkboxes for the options you want:
    • Ring base location first. Then choose the number of rings.
    • Continue if base location is busy.
    • Enable caller to go to voicemail.
  8. If you want to apply a schedule:
    • Select the Apply Schedules toggle to turn it on.
    • Choose the schedule you want to use.
    • Select if you want this to apply to calls from any number or calls from a specific number.
    • Select Ring or Don't ring.
    • Select Save to close the pop-up window.
  9. Select Save.

Anonymous call rejection rejects calls that have blocked caller IDs.

  1. Sign in to the user portal
  2. Select Call Settings from the left menu.
  3. Select the Incoming Calls tab at the top.
  4. Find Anonymous Call Rejection in the list of settings.
  5. Select the toggle to turn it on or off.
  6. Select Save.

Barge-in allows others to drop in while you're in a call and speak to both you and the caller.

  1. Sign in to the user portal
  2. Select Call Settings from the left menu.
  3. Select the Additional Features tab at the top.
  4. Find Barge-in in the list of settings.
  5. Select the toggle to turn it on or off.
  6. Select the checkbox if you want to hear a warning tone.
  7. Select Save.

You can choose to block your caller ID when you receive a call that's been transferred or forwarded to you.

  1. Sign in to the user portal
  2. Select Call Settings from the left menu.
  3. Select the Additional Features tab at the top.
  4. Find Block my Caller ID for Forwarded Calls in the list of settings.
  5. Select the toggle to turn it on or off.
  6. Select Save.

Priority alert will ring your desk phone differently when pre-determined criteria are met, such as specified numbers at specified times.

Priority alert uses a time schedule. If you haven't set one up, do this first. See Add or change a time schedule for help.

  1. Sign in to the user portal
  2. Select Call Settings from the left menu.
  3. Select the Incoming Calls tab at the top.
  4. Find Priority Alert in the list of settings.
  5. Select the toggle to turn it on or off.
  6. Choose the time schedule to use and select Add Schedule.
  7. Select if you want this to apply to calls from any number or calls from a specific number.
  8. Select Alert or Don't alert.
  9. Select Save to close the pop-up window.
  10. Select Save.

The hoteling features allows you to use someone else's deskphone as if it's your own. All your phone settings will be available on the host phone once you dial in to use it. Hoteling will automatically turn off after 24 hours.

  1. Sign in to the user portal
  2. Select Call Settings from the left menu.
  3. Select the Additional Features tab at the top.
  4. Find Hoteling in the list of settings.
  5. Select the toggle to turn it on or off.
  6. Search for and select the hoteling location.
  7. Select Save.

The directory lets you see and search your company’s enterprise directory and your personal contacts.

Note: You can't edit your personal contacts. To change their details, delete the contact and add them again.

  1. Sign in to the user portal
  2. Select Directory from the left menu.

Search for a contact in your company directory

  1. Select the Directory tab at the top.
  2. From here you can:
    • Enter a name in the Search box.
    • Select a column heading to order the list. Select it again to switch between ascending and descending view.
    • Export the list as a .csv file.

 

Search for a personal contact

  1. Select the My Contacts tab at the top.
  2. From here you can:
    • Enter a name in the Search box.
    • Select a column heading to order the list. Select it again to switch between ascending and descending view.
    • Export the list as a .csv file.

 

Add a personal contact

  1. Select the My Contacts tab at the top.
  2. Enter the contact's name and phone number.
  3. Select a speed dial code for the contact (optional).
  4. Select Add Contact.

 

Delete a personal contact

  1. Select the My Contacts tab at the top.
  2. Find the contact you want to delete.
  3. Select the trash icon to the right of the contact.
  4. Select Delete.

See a demonstration video

Watch a video to learn how to use call recording

 

Set up call recording

Spark will add call recording to your profile. Call recording will be set to Always on.

 

Listen to recorded calls

  1. Sign in to the Cloud Phone recording portal
  2. Select the All tab.
  3. Select My Recordings.
  4. Select the recording you want to listen to.

What is CRM Connect?

Cloud Phone CRM Connect is an application for your desktop. It integrates leading Customer Relationship Management (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

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.

 

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.

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

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

CRM Connect can be enabled for a user either by Spark or an administrator in the administration 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 user portal
  3. Select the My Apps tab
  4. Select CRM Connect
  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. FindCRM 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

How it works

  • Make sure your mobile is configured with Mobile Integration. Contact your Spark representative if not.
  • In the Cloud Phone app ‘Use VOIP’ is set 'off' by default for mobile integration
  • Use the mobile native dialler as normal
  • During a call, to access call controls switch to the Cloud Phone app
  • Use the Cloud Phone app as normal to manage the call

Transferring a call

  1. Receive a call in the mobile native dialler as normal
  2. Navigate to Cloud Phone app and tap 'to open'
  3. Call appears in Cloud Phone app, tap 3 dots and select Transfer
  4. Select Contact to transfer to, or dial using dialpad
  5. Select warm or cold transfer
  6. If warm transfer, hit Transfer button in app when ready. Or;
  7. Swipe down to notification menu and tap “Transfer”