Communicator GO
Table of Contents
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Communicator GO Versions
This guide includes features and options that are only available in the latest version of Communicator GO, which at this time is v6.6. Please ensure that Communicator GO has been updated to this version to enable all the features described.
Installing Communicator GO
To install Communicator GO click on the app store link below for your device.
Scan the QR code with your camera to open this page on your device.
Logging in
Communicator GO requires an email address, password and server address to login. These details are managed via the CloudPBX extension and can be emailed directly to the user from the CloudPBX. When the app is opened and is in a logged out state the user will be presented with a login page where the details can be entered in manually.
NOTE: The user will be prompted to change their password if it has been set/reset via the CloudPBX.
QR Codes
QR codes can be scanned to automatically fill in the required details to login. To scan a QR code press the Scan QR button on the login screen of the app. Then point the phones camera at the QR code and once the phone has scanned the code the details will be automatically filled in.
These are available from the following methods.
Via Email
If the an email has been sent from the CloudPBX it will contain a QR code that can be opened on another device and scanned. This QR code can only be used once because the user will be required to change the password.
Via Communicator - Desktop Version
If the user is already using and logged into the desktop version of Communicator. This code can be used every time it is required as it uses the current password
Press the hamburger menu ⋮ top right > Show Login QR Code. This will display a QR code that can be scanned.
Via CloudPBX
Log into the CloudPBX and navigate to the extension.
Under Authentication > User Password > click the Show QR Code button. This button is only available if the password is visible in clear text. To enable the button the password will need to be reset and saved before it will be available.
Once button is available a QR code will be displayed that can be scanned.
Once you have scanned a QR code and the information has been filled in, press Login.
Email QR Code
Communicator Desktop QR Code
CloudPBX QR Code
Setting a New Password
When you log into Communicator GO for the first time with a temp password, you will be asked to change the password. The Next button will only enable once the password has been confirmed and meets the password strength requirements. After changing the password you will be logged in.
Password Strength Requirements
At least 8 characters long
1 lower case letter
1 upper case letter
1 number
1 allowed special character !%*
System Security Prompts
After successfully logging for the first time you may be prompted for several system security prompts to allow certain functions such as do not disturb, record audio, manage phone calls, access to contacts. These are prominent on Android devices and are required for the application to function correctly. Please accept/grant access as long as you are ok with Communicator GO having the required permissions. If any are denied Communicator GO may not function as expected.
Using Communicator GO with VPNs
Communicator GO is NOT compatible with any VPNs and will fail to login. Ensure that any configured VPNs are disconnected when using Communicator GO.
Callback
Callback is useful when Communicator GO is having issues registering, or when the data quality is low or poor. When making a call via the callback function the CloudPBX will call your normal mobile number (eg 0412 345 678) and once answered will then make a call to destination number and join the two calls together. The called party will see your normal Communicator GO CLI and not your mobile number.
When starting Communicator GO for the first time you may see a tip pop-up about callback with the following options
More: To see additional information about callback functionality.
Later: To dismiss the callback tip pop-up.
Open Settings: To set your mobile number for use with callback.
To Set Callback Number
To set/update the callback number
Android
Press the hamburger menu ≡ top left > Settings > Callback
iPhone
Press More bottom right > Settings > Callback
Press Add Number
Select Australia from the list
Enter a label for the number
Enter the mobile number
Press Add
Press the circle ◯ to set the entered number as the active callback number.
Toggle Always use callback for outgoing calls is required
Multiple mobile number can be set by pressing the hamburger menu ⋮ top right > Add Number. However only one number can be active at a time.
To Make a Once off Callback Call
To make a call using callback after entering a number on the dial pad long press the call button.
Android Callback
Callback pop-up
Callback settings, press Add Number
Select Australia, enter label, enter number, press Add
Press ◯ to set callback number
Callback number set
iPhone Callback
Callback settings, press Add Number
Select Australia, enter label, enter number, press Add
Press ◯ to set callback number
Callback number set
Calling Methods
In Communicator GO, calls are primarily made using a data connection and the SIP protocol (aka VOIP). An alternate to this is callback. The data connection can be either via WiFi or mobile data, however these connections are treated differently.
Using WiFi a call will be attempted first using SIP, then callback, if both of these options are unsuccessful then the call will fail.
Using mobile data the call will be attempted as per WiFi provided that the Use SIP over mobile networks is turned on (found in Settings > General) and Always use callback for outgoing calls is turned off (see Callback section for more information).
From the dial pad the colour of the CALL button will give an indication of how the call will be made
Green - Using SIP protocol
Yellow - Using callback
Gray - Calls are not available via Communicator GO
NOTE: Callback is only available if a callback number has been set (see Callback section) and a suitable connection is available.
Android Status
Left Image - Call will be made using SIP Protocol. This is the normal operation.
Middle Image - Call will be made using callback. This is typical if on a mobile data connection and Use SIP over mobile networks is turned off.
Right Image - Calling from Communicator Go is unavailable. This is due to Communicator GO not being able to communicate to the CloudPBX.
iPhone Status
Left Image - Call will be made using SIP Protocol. This is the normal operation.
Middle Image - Call will be made using callback. This is typical if on a mobile data connection and Use SIP over mobile networks is turned off.
Right Image - Calling from Communicator Go is unavailable. This is due to Communicator GO not being able to communicate to the CloudPBX.
Ongoing Call
During a call using Communicator GO the following options are available:
Mute - Toggles the microphone on and off.
Speaker or Audio - Change the audio destination between phone, speaker and bluetooth if connected.
Hold - Place the call on hold, press again to resume the call.
Options - Will display a pop up with options to transfer the call to another number or switch the call between your connected devices.
Invite - Add another party to the existing call creating an ad hoc conference.
Keypad - Displays the phone keypad to dial keys during a call.
NOTE: If a normal mobile call comes in during an ongoing Communicator GO call and is answered the Communicator GO call will automatically be put on hold and when the mobile call is ended the Communicator GO call will be automatically resumed.
Transferring a Call
There is two options when transferring a call
Transferring the call to another number
Transferring the call to another device
Transferring to Another Number
To transfer the call to another number
From the Ongoing Call screen, press Options > Transfer Call
The call transfer screen will appear where the destination is set, either from a contact list (see Directory section for more information) or a number can be entered.
Once a number has been selected, two buttons will become active for Direct and Supervised transfers at the bottom of the screen.
Direct Transfer - the call will be immediately transferred to the selected number and Communicator GO will become idle.
Supervised Transfer - the current call will be placed on hold whilst a new call is made and you introduce the call
Once the call has been introduced press Complete or Cancel as required.
Transferring to Another Device
To transfer the call to another device, from the Ongoing Call screen, press Options > Switch Device.
Then select the desired device from the list and press OK
Ring all my Devices - Rings all your devices at once
Softphone - Communicator Desktop Version
Deskphone - A physical phone
Mobile App - Communicator Go
Plus any external numbers that are listed for your extension (eg your mobile number)
The selected device/s will start ringing where you can answer and continue the call.
Android Transferring
Options Menu
Select a contact or enter a number directly
If selecting a contact do so from the available lists
Press either Direct or Supervised transfer
If doing a supervised transfer Complete or Cancel as required
Transferring to another device options
NOTE: Any external numbers listed on your extension will also appear on this list
iPhone Transferring
Options Menu
Select a contact or enter a number directly
If selecting a contact do so from the available lists
Press either Direct or Supervised transfer
If doing a supervised transfer Complete or Cancel as required
Transferring to another device options
NOTE: Any external numbers listed on your extension will also appear on this list
Conference calls
There is two ways of creating a conference call.
From an Existing Call
To create an ad hoc conference
From the ongoing call screen press Invite
Select a contact from the various lists (see Directory for more information) or dial a number using the phone button in the top right
Press Invite (bottom right)
When the call is answered all parties will be a part of the conference
Instant Conference
To create an instant conference
From the main Communicator GO screen press Conferences at the bottom of the screen
Press + to start creating an instant conference
Select required contacts from the various lists (see Directory for more information) or dial a number using the phone button in the top right
Once all parties have been selected
Press Invite (bottom right)
When the call is answered all parties will be a part of the conference
NOTE: with the v6.6 update for Android only contacts from the directory can be selected when creating an instant conference, it is suggested for conferences with only external parties that a call be made to the first party and additional parties are added in. This has been reported to the application vendor.
Managing a Conference
To manage the conference from the ongoing call screen, press Participants.
Additional parties can be added by pressing Add User at the bottom of the screen
Parties can be Muted or Removed using the hamburger menu ⋮ next to the party
Android Conferencing
Ongoing call screen, press Invite
Select a contact from the available lists
Dialling a number directly
Press Invite to start an ad hoc conference
Conferences screen press + to create an instant conference
To start a conference with an external party dial their number using the button in the top right. Or better yet create and ad hoc conference by calling the first party and adding in other parties
Currently only contacts from the directory can be selected when creating a conference, external parties can be added once a conference is started.
Select a contact from the directory for an instant conference
Press Invite to start conference
Ongoing conference screen
Managing conference participants
Options to Mute or Remove a party
iPhone Conferencing
Ongoing call screen, press Invite
Select a contact from the available lists
Dialling a number directly
Press Invite to start an ad hoc conference
Conferences screen press + to create an instant conference
Select a contact from the directory for an instant conference
Press Invite to start conference
Ongoing conference screen
Managing conference participants
Options to Mute or Remove a party
Directory and Contacts
Contacts within Communicator GO are viewed through the directory page by pressing Directory at the bottom of the screen. This will bring up a screen where the multiple contact lists can be viewed using the buttons along the top of the page.
Directory - Internal extensions
Contacts - Lists of external contacts. This then has two further sub options of
Local Phonebook - Personal contacts on the device
Central Phonebook - External contact list provided by the CloudPBX
Toggle between these lists by pressing the double arrows ⇄
The Central Phonebook can be synced with the CloudPBX by pressing the refresh button ↺
Favourites - Internal extensions that have been favourited
Searching Contacts
On each of the pages there is a search button in the top right of the screen that will search the current visible list for faster access.
Favourites
Extensions from the internal directory can be added to the favourites list for faster access when making a call and transferring etc.
To add an extension as a favourite
From the internal Directory screen press on a Contact to view the options and press Favourite.
Departments
Departments are a way to group extensions within the CloudPBX for easier management and filtering. In Communicator GO internal contacts can be filtered by department. Departments are created and managed from within the CloudPBX, contact you system administrator for more information.
From the Internal Directory page
Press the hamburger menu ⋮ or ≡ top right
Select the required Department. Uncategorised are those extensions that do not belong to a department.
Select Sorting preference. 'By Online Status' will put those online and available at the top
Select View/Display preference
Press Close or ❮
Android Directory and Favourites
Internal Directory
Local Phonebook
Central Phonebook
Press Favourite to add contact to favourites list
Favourites list
Select a Department from the list
Set Sorting and View preferences
Press Close
iPhone Directory and Favourites
Internal Directory
Local Phonebook
Central Phonebook
Press Favourite to add contact to favourites list
Favourites list
Select a Department from the list
Set Sorting and Display preferences
Press ❮
Call Parking
There is no call park feature in Communicator GO however you can still use call park via access codes. As such there is no way to visually see if calls are on park or any details about a parked call.
Parking a Call
See Transferring a Call for more information
From the Ongoing Call screen, press Options > Transfer Call
Manually enter the destination 700
Press Supervised
Wait for the park location to be announced (typically 701, 702 etc)
Complete the transfer
Retrieving a Parked Call
Dial the desired park location (eg 701, 702 etc)
You will be immediately be connected to the parked call
NOTE: It is assumed that all access codes are using the CloudPBX defaults. Contact your system administrator if your CloudPBX is using alternate codes
Call History
Call history is synced between Communicator GO and Communicator Desktop applications. To access call history on Communicator GO
From the main Phone screen
Press the clock 🕔 in the top right of the screen
The icon will indicate if the call was received, dialled or missed. Pressing on an entry more information will be displayed. Pressing the phone icon 📞 on the right of an entry will call the number.
Voicemail
Within Communicator GO voicemails (VM) are managed from within Voicemail section accessed from the menu. When a new VM is left, a notification will be displayed on the menu button of Communicator GO.
Accessing Voicemail
Android
Press the hamburger menu ≡ top left > Voicemail
iPhone
Press More > Voicemail
Listening to Voicemail
From the Voicemail screen
Press the Voicemail
Press Play ▷
Deleting Voicemail
With a VM open
Press the hamburger menu ⋮ top right > Delete
From the Voicemail screen
Android
Press and hold on a VM
Press on any others that are to be deleted
Press the Trash 🗑 button middle top right
iPhone
Press Edit
Press on VMs that are to be deleted
Press Delete All
Archiving Voicemail
With a VM open
Press the hamburger menu ⋮ top right > Move to Archive/Move
From the Voicemail screen
Android
Press and hold on a VM
Press on any others that are to be deleted
Press the Archive ⬇ button far top right
iPhone
Press Edit
Press on VMs that are to be archived
Press Move All
Android Voicemail
Communicator GO in app notification top left
Accessing Voicemail
Press hamburger menu ≡ top left > Voicemail
Voicemail screen
Press Play ▷ to listen to VM
Options to Delete or Archive a VM
Selecting multiple VM to either Delete 🗑 or Archive 🡇
iPhone Voicemail
Communicator GO in app notification bottom right
Accessing Voicemail
Press More > Voicemail
Voicemail screen
Press Play ▷ to listen to VM
Options to Delete or Archive a VM
Send Voicemail will call the voicemail box of the caller
Selecting multiple VM to either Delete or Move
Press Edit top right to enter multiple select mode
Chat
An instant chat feature is available for chatting between all Communicator clients. The chat history is synced between the various sessions logged in with the account. When a new chat is received, a notification will appear in the system tray of the phone and also on the Chat icon at the bottom of Communicator GO.
To Access Chats
Press Chats at the bottom of the screen
Starting a Chat
From Chat Screen
Press +
Select parties from the list
Press Invite
From a Contact Card
Press Chat
Sending Attachments
From within a chat session
Press + bottom left
Press either Photo or File to send attachment
Group Chats
From an Existing Chat NOTE: this will create a new group chat
Android
Press Add Party middle top right
iPhone
Press info ⓘ top right
Press Add Participants
Select parties from list
Press Invite
From Chat Screen
Press +
Select parties from list
Press Invite
Group Chat Options
Press info ⓘ far top right from within the group chat
From the information page for a group chat the following options are available
Renaming the Group
Press the group name
Starting a Conference Call with Group Members
Press the Phone
Managing Members
Press Add Participant to add another party
Press on a member to remove them
Options to Leave Group or Delete Group are also available from this screen
Chat Session and Message Options
Long pressing on a chat session displays options to
Pin Chat
Mark as Unread
Delete Chat
Long pressing on a message displays options to
Reply to message
Copy message
Select Text
Forward message
Pin message to top of chat
Info - Only available in group chats. Give delivery and seen status of messages
Delete message
Voice Messages
To send a voice message press on the microphone to start recording
Once finished speaking press stop ⬛
Press delete 🗑 to delete message
Press send ➤ to send message
Press play ► to listen to voice message
Message Status Indication
All messages are first sent to the server before being sent to each party. Next to each sent message is combination of tick marks ✓ or a clock 🕔 to indicate the status of the message.
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
Android Chat
Chats Screen
To start a chat press + > select parties > press Invite
To start a chat from a contact card press Chat
Chat Session
Sending attachments with chat press + > press either Photo or File
In app notification bottom right
Creating a group chat
Group chat options
Long pressing on a message displays options to
Reply to message
Copy message
Select Text
Forward message
Pin message to top of chat
Info - Only available in group chats
Delete message
Message info available on group chat messages gives delivered and seen status of message
Long pressing on a chat session displays options to
Pin Chat
Mark as Unread
Delete Chat
To send a voice message press on the microphone to start recording
Once finished speaking press ⬛
Press 🗑 to delete message
Press ► to review voice message
Press ➤ to send message
Press ► to listen to voice message
Message Status Indication (left to right)
Message is waiting to be sent to the server
Message has been sent to the server
Message has been sent to recipients
Message has been seen by recipients
iPhone Chat
Chats Screen
To start a chat press + > select parties > press Invite
To start a chat from a contact card press Chat
Chat Session
Sending attachments with chat press + > press either Photo or File
In app notification bottom middle
Creating a group chat
Group chat options
Long pressing on a message displays options to
Reply to message
Copy message
Select Text
Forward message
Pin message to top of chat
Info - Only available in group chats
Delete message
Message info available on group chat messages gives delivered and seen status of message
Long pressing on a chat session displays options to
Pin Chat
Mark as Unread
Delete Chat
To send a voice message press on the microphone to start recording
Once finished speaking press ⬛
Press 🗑 to delete message
Press ► to review voice message
Press ➤ to send message
Press ► to listen to voice message
Message Status Indication (left to right)
Message is waiting to be sent to the server
Message has been sent to the server
Message has been sent to recipients
Message has been seen by recipients
Presence
The presence of other extensions is viewable within Communicator GO and is displayed as a little icon on the lower right of the avatar. In addition to the icon a short message can also be set, this is displayed on the contact card.
Presence Statuses Icons Are
Available - No Icon
Away - 🕗 Clock Icon
Busy - Red Icon
DND - ⛔️ Unavailable Icon
On a Call - 📞 Phone Icon
Unknown - Dark Grey Icon
Setting Presence
Android
Press the hamburger menu ≡ top left
Press Presence
iPhone
Press More > Profile
Press on current presence status
Set Status
Available Statuses are
Available
Busy
DND
Away
Enter a custom message if desired
Select how long the presence is to be displayed
Options are
Today
1 Hour
4 Hours
8 Hours
12 Hours
2 Days
5 Days
This Week
Always
Set Phone DND as required
Press OK
Android Presence
Available
Away
Busy
DND
On a Call
Unknown, including last seen date
Custom Message
To Set Presence
Press the hamburger menu ≡ top left
Press Presence
Set Status
Select how long the presence is to be displayed
Enter a custom message if desired
Set Phone DND as required
Press OK
iPhone Presence
Available
Away
Busy
DND
On a Call
Unknown, including last seen date
Custom Message
To Set Presence
Press More > Profile
Press on current presence status
Set Status
Select how long the presence is to be displayed
Enter a custom message if desired
Set Phone DND as required
Press OK
Changing Avatar
To change your avatar
Android
Press the hamburger menu ≡ top left
Press on Avatar
iPhone
Press More > Profile
Press the edit icon ✏️ bottom left corner of the avatar
Select image source
Once picture is taken or image selected, move and resize the cropping square to highlight the desired avatar
Press Save when finished
NOTE: There is no way to delete an avatar image in Communicator GO
Android Avatar
Selecting image source
Adjusting the cropping square to desired avatar
New avatar saved
iPhone Avatar
Press edit button bottom left of avatar
Select image source
Adjust to desired avatar
Press Choose
Save avatar preview
New avatar saved
Dashboard
Communicator GO dashboard incorporates call information and easy control of Enhanced Services. The Dashboard is accessed by pressing Dashboard at the bottom of the screen.
From the Dashboard the following information and options are available.
Presence - Press presence status below extension name to access presence settings
Today's Calls - A Summary of call details for the day
Recent Calls - The last 3 calls. Pressing Show All will take you to the Recents page.
Quick Actions - Start a conference or start a new chat. NOTE: SMS by default is not enabled
Call Options and Voicemail - Options to manage callback settings, call forward immediate, caller ID and voicemail
Favourites - Displays favourited extensions, max of 10. Pressing Show All will take you to the Favourites page.
Android Dashboard
Dashboard
Presence
Today's Calls
Recent Calls
Quick Actions
Dashboard
Call Options and Voicemail
Favourites
iPhone Dashboard
Dashboard
Presence
Today's Calls
Recent Calls
Quick Actions
Dashboard
Call Options and Voicemail
Favourites
Settings
This is a summary of the settings menu, to access the settings menu
Android
Press the hamburger menu ≡ top left > Settings
Settings > General
Use SIP Over Mobile Networks - See Calling Methods
Enable Push Notifications - See Push Notifications
Call Waiting - Toggles Call Waiting on/off
Debug Notification - Only turn on if advised by technical support
Enable QoS - Should be off unless advised otherwise
DTMF Delay - Leave at default
Audio Codec Priority - Codecs are managed in CloudPBX.
Opus Configuration - Information about the Opus codec
Automatically Format Outbound Numbers - Leave unticked
Normalise Phonebook Numbers - Displays contact numbers in E.164 format
Allow Handling Outgoing Calls - Adds Communicator GO in list of apps to make an outbound call
Settings > Security
Biometric Unlock - Requires biometric authentication to open app
Settings > My Phone Numbers
Manage external numbers that you can be contacted on. This is the same list that appears in callback
Settings > CallBack
See Callback
Settings > Profile
Displays Profile page
Settings > Theme
Toggle between Light and Dark themes
Settings > Sounds
Ringtone - Set ringtone for incoming calls
Dialpad Tones - Turns dialpad tone on/off
Settings > Licences
View software licencing information
Settings > Storage and Media
Cleanup media and files from file system
Settings > Feedback
Provide Feedback on application
Settings > About
Displays Communicator GO version
iPhone
Press More > Settings
Settings > General
Use SIP Over Mobile Networks - See Calling Methods
Audio Codec Priority - Codecs are managed in CloudPBX.
Enable Push Notifications - See Push Notifications
DTMF Delay - Leave at default
Optimise SIP for Mobile Data - See iPhone Telstra Settings
Use E.164 Numbers Formatting - Displays contact numbers in E.164 format
Integrated Calling - Add Communicator GO calls to system call history
Settings > Security
Biometric Unlock - Requires biometric authentication to open app
Settings > My Phone Numbers
Manage external numbers that you can be contacted on. This is the same list that appears in callback
Settings > CallBack
See Callback
Settings > Sounds
Ringtone - Set ringtone for incoming calls
Disable Dialpad Sound - Turns dialpad sounds on/off
Settings > Theme
Toggle between Light and Dark themes
Settings > Notifications
Lists system notifications
Settings > About
Displays Communicator GO version
Settings > Licences
View software licencing information
Settings > Feedback
Provide Feedback on application
Android Settings
Setting Menu
General Settings Part 1
General Settings Part 2
iPhone Settings
Setting Menu
General Settings
iPhone on 4G/5G Fails to Register
When using an iPhone on a 4G/5G connection there is a known issue where Communicator GO fails to register. These settings are required for Telstra, however we are also starting to see this issue on other mobile carriers. This is due to the carrier's IPv6 implementation. If the device is connected to WiFi it is not affected, it is only when using 4G/5G mobile data.
To resolve the issue the following setting needs to be changed
Press More > Settings > General
Turn off Optimise SIP For Mobile Data
To know if you are affected by this issue an alert will be displayed in the top left of Communicator GO which if pressed will display the following notification
Not registered to VoIP Service!
Account is not registered to VoIP (SIP) and will not be able to make SIP calls. This may
occur because connection to SIP service could not be made over TCP/TLS protocol
or Internet connection is down.
iPhone 4G/5G Settings
Alert in top left of Communicator GO
Alert Information
Press More > Settings > General
Turn off Optimise SIP For Mobile Data
Push Notifications
With push notifications, mobile apps do not have to be registered via SIP all the time in order to receive incoming calls or notifications. This ensures that Communicator GO will not lose connectivity when the app is running in the background and it will save the battery life of the mobile device.
Although users should only benefit from the way push notifications operate, there is the option to disable push notifications. If push notifications are disabled the app will not function as expected and is unlikely to receive incoming calls.
NOTE: Because of the way push notifications work, Communicator GO will not be registered once app goes to the background and as such, it might not be displayed as Online in CloudPBX Monitor page. However when the app is open in the foreground it will show as registered in the CloudPBX Monitor page.
Android Settings
To change push notification settings
Press the hamburger menu ≡ top left > Settings > General
Then change Enable Push Notifications as required.
NOTE: Push notifications are stopped when you use the Quit option to close Communicator GO or is Force Stopped.
iPhone Settings
To change push notification settings
Press More > Settings > General
Then change Push Notification as required.
NOTE: Push notifications are stopped when you use the Quit option to close Communicator GO.
Signing Out and Quitting Communicator GO
When selecting Quit from the menu there are two options
Sign Out
Communicator GO will be logged out and the password will need to be entered before logging in again.
Quit
This will quit Communicator GO and will log automatically back in when reopened.
NOTE: After Signing Out or Quitting you will not receive any calls or chats etc until Communicator GO is opened again and logged back in. This is also the same if Communicator GO is Forced Closed in Android.
Android Quit
Quit Options
iPhone Quit
Quit Options