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Communicator Versions

This guide includes features and options that are only available in the latest version of Communicator, which at this time is v7.5. Please ensure that Communicator has been updated to this version to enable all the features described. A copy of the installation files are available in the downloads section of this site. 

First Time Login

After completing the install process and starting Communicator for the first time a wizard will start. The wizard will take you through the process of configuring Communicator, your login e-mail address, password and server details are required for this. Also it will prompt to install browser add-ons to enable click to dial within the browser.

Setting a New Password

When you log into Communicator for the first time with a temp password, you will be asked to change the password.  Enter a new password that meets the password strength requirements.

Password Strength Requirements

• • At least 8 characters long

  • 1 lower case letter

  • 1 upper case letter

  • 1 number

  • 1 allowed special character as per the allowed list

Main Window including Directory, Contacts, Favourites, Call History

The main window gives access to all the functions and features of Communicator.

Across the bottom are buttons for accessing 

• • Directory

  • Contacts

  • Favourites

  • History

The default icons to access Communicator features left to right are

• • Phone

  • Conference

  • Meeting

  • Chat

  • Voicemail

  • SMS

Further features available in the overflow menu accessed by clicking the hamburger menu ⋮ are 

• • Online Self Care

  • Send Fax

  • Parked Calls

  • My Dialler

In addition to overflow features the hamburger menu ⋮ also has options to

• • Organise Icons

  • Change the view and sort of the directory

  • Show a login QR code for use with Communicator GO

  • Preferences

  • Open Web version of Communicator

Further information on the above is covered in other sections.

Phone Dialler

The phone dialler is used to make phone calls.

Across the bottom are buttons to

• • Access Codes - To toggle phone features on and off in the CloudPBX

  • Toggle DND on/off

  • Change the default device used for making calls along with adjusting available devices

Along the top are buttons to

• • Hide outgoing caller ID

  • Phone Registration status

  • Adjust audio options

To make a call enter the number by using the dial pad, via the keyboard, cutting and pasting or via drag and drop.

Unable to Make Calls - Call Failed Error

A common error after first installing Communicator is a 'Call Failed' error when making an outbound call. The cause of this is accepting the default options during installation which sets the 'Deskphone' as the default calling device, and if there is not a deskphone registered against the extension the error will occur.

To fix this error open the Phone Dialler and change the default device to 'Softphone' in the lower right corner.

• Click 'Deskphone' (lower right corner)

• Select 'Softphone' from the list

• Click 'Yes' to the confirmation warning

• Make a call to to confirm error is resolved

Incoming and Ongoing Calls

The Ongoing Call screen is used to handle incoming and ongoing calls

Incoming call options

• • Answer - Answer the call

  • Reject - Stops Communicator from ringing, however caller will continue to hear ringback and will go to voicemail if enabled

  • Forward - Forwards the call to another number without answering the call

  • Voicemail - Sends the call to voicemail

Ongoing call screen

• Mute - Mute microphone

• Hangup - End call

• Transfer - Transfer the call to another destination - see Transferring Calls

• Hold - Place the call on hold, click Resume to unhold call

• Voicemail - Send the call to voicemail

• Park - Park call - see Parking Calls

Across the top are buttons to

• • Start a meeting - see Meetings

  • Create a conference call - see Conference Calls

  • Open the chat window - see Chat

  • Adjust volumes

  • Remote DTMF - To receive digits from other party

Across the bottom are buttons to

• Change audio devices

• Record call (if enabled)

• Transfer between devices

Transferring Calls

To transfer a call

• • Click Transfer

  • Select destination type from the drop down list

  • Enter destination number

Click transfer type

• • Transfer - call will be transferred immediately

  • Supervised - call can be introduced before being transferred

  • Voicemail - send call to voicemail

  • Cancel - cancel transferring call

If doing a supervised transfer click End Call/Atxfer to complete/cancel transfer

• • Complete Attended Transfer - complete the transfer

  • Cancel Attended Transfer and Return to Previous Call - cancel the transfer and return to the original call

  • End Call - end all calls

NOTE: If an outbound external call is made it is not possible to do a supervised transfer, only a blind transfer is possible. Inbound calls do not have this limitation.

Parking Calls

Parking a call will place the call on hold and allows the call to be pickup from another extension if required. It can be used as an alternative to transferring the call to another extension.

To park a call

• From the ongoing call screen click Park

• The park location will be announced and a popup will display the park location

To retrieve a parked call 

• • Click Parked Calls from the icons or the hamburger menu ⋮

  • Click 🕻 next to the call that you would like to pickup

Voicemail

To change voicemail settings including recording a greeting, make a call to *123

When a voicemail is left a notification will be displayed under the extension name, the voicemail icon will flash, along with a popup from the system tray

Click Voicemail icon to manage voicemail messages

Select message

Click ▷ to listen to the voicemail

After selecting a message across the top are buttons to

• • Return Call

  • Move voicemail to Old Messages

  • Download voicemail message

  • Delete voicemail

After listening to a voicemail a window will be displayed with various options to manage message

• Close Window

• Delete Message

• Move to 'Old Messages'

• Save to Disk

• Call the Person who left this Voicemail

Conference Calls

A conference call can be created using the following methods

• • Dragging and dropping a contact from the Communicator main window onto the ongoing call screen

  • From the ongoing call screen Click Conference button

    • Enter number

    • Click OK

  • Create an Instant Conference

    • Click Conference on the Communicator main window

    • Select Instant Conference

    • Drag and drop contacts from Communicator main window

    • Once all parties have been added

    • Click Join

Ongoing conference call window has the following options

• • Additional contacts can be dragged and dropped into the conference

  • Mute - mute microphone

  • Hangup - leave conference call

  • Hold - mute conference, hold music will not be played to conference. Click Resume to unmute conference

  • Click hamburger menu ⋮ to Mute or Remove a party

Chat

Chat allows for instant messaging between Communicator clients (all variants). Chat history is stored on the server and will be synchronised between clients.

The chat window has 2 halves, on the left is a list of chat sessions, on the right is the chat contents

Across the top right are buttons to

• • Call chat members

  • Search chat

  • Ask for Attention - Display an alert for other person requesting attention. Not available for group chats

  • Start a meeting

  • Add people to chat

  • Chat Information - With the following options

Chat with one person

• Show Files

• Delete Conversation

Group Chat

• Show Files

• Mute Notifications

• Leave

To the right of the text box are buttons to

• • 🗀 send files

  • ☺insert emoji

  • 🎙️start recording a voice message

  • ➤ send message - visible once text/file/recording entered

Files and images can be copy and pasted and also dragged and dropped into chat

Clicking the hamburger menu ⋮ near the search box gives options to

• • Create Group chat

  • Close All Chats - Archive chat

  • Show Closed Chats - Show archive chats

  • Legacy Chat History - Show chats from prior to v6 Communicator

  • Re-sync Chat History

  • Options - Chat preferences

Right clicking on a message gives options to

• Reply to message

• Copy message

• Show Plain Text - Toggle view between plain text and rich text

• Forward a message

• Pin message to top of chat session

• Info - Only in group chats, display seen and delivered message information

• Delete message

Right clicking on a chat session gives option to

• • Search chat

  • Call chat members

  • Pin Chat to top of list

  • Mark as Unread

  • Close all Except This Conversation - Archive all other chats

  • Group chats also have Mute option

Next to sent messages is a status indication

• Clock 🕔 - Message is waiting to be sent to the server

• Single Gray ✓ - Message has been sent to the server

• Dual Gray ✓ - Message has been sent to recipients

• Dual Blue ✓ - Message has been seen by recipients

Quick Reply

• • Instead of right clicking on a message hovering on a message brings up a reply button

Voice Messages

In addition to text messages, voice messages can be sent, to send a voice message

• Click on microphone

• Speak message

• Click ■ to end recording

• Click 🗑 to delete recording before sending

• Click ➤ to send message, sending of voice message is possible before ending recording

• Click ► to listen to recording before sending or a sent message

Create Group Chat

• Click the hamburger menu ⋮ near the search box

• Click Create Group

• Enter Group Chat Name

• Select Members

• Shared Group - New members will be able to view full chat history, otherwise new members will only be able to view new messages.

• Click Create

Message Info for Group Messages Only

• Right click on message

• Click Info

• Seen and delivered status of message to group members. If a group member is not in either list the message has not been delivered to member.

Sending Faxes

Faxes can be sent via Communicator.

To send a fax fill in the required information in the Send Fax window

• PDF File - Select PDF file to be faxed

To

• Name - Enter to name

• Fax - Fax number

• Other fields are optional

From

• Name - Enter from name

• Other fields are optional

Comments and Status

• Set options as required

Click Send Fax

During fax sending various status messages will be displayed.

Video Calls

Video calls are available between desktop Communicator clients only.

To start a video call 

• • Right click on a contact

  • Click Video Call

To answer an incoming video call

• Click Video

Presence

Presence and availability is viewable for Communicator users. Presence is based on Communicator use (all variants). 

Presence statuses are

• • Available - No Icon

  • Away - 🕗 Icon

  • Busy - Red Icon

  • DND - ⛔️ Icon

  • On a Call - 📞 Icon

  • Unknown - Dark Grey Icon

To set presence

• Click icon next you avatar

• Click on desired presence

• Phone DND will set CloudPBX extension in DND

Adjust 'Set Away from Desktop when Inactive for' as required

This is the amount of time that must have passed since last keyboard or mouse input before Communicator will set your presence as away. Keyboard or mouse input will change status back to available automatically.

Clicking Custom Status will display a popup to set

• • Status - Select from the drop down

  • Display Status For - Set how long status is to be active for before returning to available

  • Message - Enter a custom message to display if required

Changing Avatar

To update/change avatar

• • Click Avatar - A summary popup will display

  • Click Avatar

    • Click Change Avatar - To set avatar

    • Click Reset to Default Avatar - To return to default avatar

  • Select Picture

  • Click Open

My Dialler

My dialler can be used to automatically dial a list of numbers from a .CSV file.

To use My Dialler

• • Select .CSV File

  • Select field that contains the phone number

  • Select field that contains the identifier (name etc)

  • When ready to run dialler click Start

During running My Dialler

• • Click Pause - To stop dialler making next call

  • Click Finish - To end My Dialler

Communicator Preferences/Settings

Various preferences and settings are available in Communicator. A summary is given below along with commonly changed settings.

To Access Preferences

• • Click hamburger menu ⋮ > Preferences

  • Click ⚙ to the right of avatar

General

• • Launch Application at Startup - Automatically start communicator after logging into computer

  • Log in Automatically on Startup - Automatically login as last extension when Communicator is started

  • Always on Top - Set if Call and Contact windows are to be on top of other windows

Contacts

• • Set contact sync settings for Google and Outlook

Phone

• • Various setting regarding calls including speed dials

• • Ring Volume - Adjust ring volume for incoming calls - Logging out of Communicator required for changes to take effect

  • Ringtone Preference - Change incoming call ringtone. Select Custom to load a custom WAV/MP3 ringtone.

Audio

Set audio devices used

• • Microphone - Device used for Communicator audio source

  • Speaker - Device used for playing Communicator audio

  • Ringing - Device Communicator will ring on

  • Test buttons can be used to confirm audio device is working along with microphone level.

If devices are not available in list click Refresh Audio Devices

If using a Plantronics (Poly), Jabra, Sennheiser or Yealink headsets enable headset support as required to enable headset buttons to interact with Communicator.

See Audio Device Configuration page for more information

Video

Settings regarding video. Surveillance allows for viewing security cameras within Communicator.

Meeting

Settings for Communicator meetings.

Modules

Settings for external application integrations such as CRM, Call Popup, Skype, Browser Click to Dial. Only available modules can be configured.

Alerts

Set alerts for Communicator

• Bring application to Front when I Receive a Call

• Notify me when I Receive a Phone Call

• Notify me when a Contact Come online via Desktop

• Notify me when I Receive a New IM Message

• Notify me when Somebody Joins a Conference

• Notify me when Call is Finished

• Black Chat Notifications when Screen Sharing

• Notify me when I Receive SMS Message

• Enable and change Chat notification sounds

Messaging

Set download location for chat files and font settings

Profiles

Setup profiles when using multiple extensions, must be logged out to enable.

Busylight

Configure Yealink busy lights

Advanced

Advanced settings for Communicator

Online Self Care

Online self care enables viewing and changing of CloudPBX extension settings as enabled by system administrator.

See Self Care Portal for more information

Meetings

Video meetings are available in Communicator if enabled in the CloudPBX.

Starting a Meeting

There are two ways to start a meeting

From the ongoing call screen

• • Click the meeting button at the top of the screen

From the Communicator main window

• Click Meeting icon

  • Select Instant Meeting from drop down

  • Tick Public if required

• Drag and drop participants onto the screen

• Once all participants have been added

• Click Start

Click Yes on the confirmation popup to start meeting

A meeting notification will be displayed to Communicator participants, an email will be sent with a link to join the meeting also. When joining the meeting select desired device to use for audio.

Meeting Window

The ongoing meeting window has buttons across the bottom to

• Record - Record video and/or audio. Click ^ to adjust settings

• Mute - Mute microphone. Click ^ to adjust settings and change between audio devices

• Video - Toggle camera on/off. Click ^ to adjust settings

• Participants - View participant list

• Share Screen - Share screen or application with meeting

• Raise Hand - Allows participant to get attention

• Reactions - Allow participants to end emoticon reactions

• Chat - View meeting chat

• End/Leave Meeting - Host will have option to end meeting, participants will have option to leave meeting

• Options - Options for meeting including invite links

Participant List

From the participant list, the host has options to mute and remove participants from meeting and invite others by

• Click + Invite (Top left)

• Select people to invite

• Click Invite

Two layout options are available for viewing participants in the ongoing meeting screen, Grid Layout and Speaker Layout. To toggle between them click the button in the lower right.

Screen Sharing

To share a screen or application to meeting participants

• • Click Share Screen

  • Select what you would like to share (if application is not displayed ensure that application is not minimised)

  • Click Share App

During screen sharing the toolbar will be moved to the top of the screen and will automatically hide. Participant videos are reduced in size with buttons across the top to

• Minimise - Hide all videos

• Show Speaker - Show video from speaker

• Show List - Show list of videos

• Show Screen Sharing Preview - Show preview of screen sharing

Remote Control

Remote control can be granted during screen sharing to do this

• Click Remote Control

• Click on participant to grant remote control

• A notification will be displayed to participant that has been granted remote control access

Raising Hand and Reactions

If a participant Raises their hand or send a Reaction an indication will be displayed

External Participants

Participants without Communicator can join the meeting by opening the link in the email in a web browser. A warning will be shown with required steps to enable camera and microphone. After enabling camera and microphone

• Enter name and email address

• Click Join Meeting

Once joined the view is similar to that of Communicator with similar functions

Scheduling a Meeting

A meeting can be Scheduled

• Open Meetings from the Communicator main window

• Click the Calendar from the top bar

Fill in the fields to schedule a meeting

• Subject

• Start Date and Time

• Duration

• Other setting as desired

• Public Meeting allows anyone to join with meeting details. They do not need to be invited. Note: details are available once the meeting is scheduled.

• Add/Select Participants

• Click Schedule

SMS

SMS messages can be sent and received from within Communicator. To be able to use the SMS feature your extension needs to have a SMS number assigned. Please contact your system administrator to enable the SMS feature.

NOTE: Only SMS (text) messages are able to be sent and received. MMS (picture) messages are not supported.

NOTE: SMS messages can only be sent to a single number, group SMS messages are not available.

SMS Number Assignment

An extension can only be assigned one SMS number.

• This can be a standalone number where only a single extension has access to the SMS number and messages, similar to having a separate mobile device for each person.

• Or a SMS numbered can also be assigned to multiple extensions (Shared SMS Number). This allows all assigned extensions to send, receive and view SMS messages from a single SMS number. NOTE: All assigned extensions will be notified of incoming SMS messages, and be able to view all SMS messages.

Creating a New Conversation

• Start typing in the search field. This can be a name if they are in a contact list, or a number.

• If there is not already a conversation with the person click Send to ... Note the number must be in +E164 format (ie +61412345678)

Replying to a Conversation

• Press on the desired conversation