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 v7.5. Please ensure that Communicator GO has been updated to this version to enable all the features described.

Setting a New Password

When you log into Communicator GO for the first time with a temporary 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.

Making a Call

A call can be made several different ways

• Via Phone Dial Pad

  • From the main Phone screen

  • Dial the desired number

  • Press 📞to make the call

• Via Directory

  • Press Directory

  • Press on desired extension

  • Press 📞to make the call

• Via Contacts or Favourites

  • Press Directory

  • Press on either Contacts or Favourites

  • Press 📞to the right of the desired number

• Searching for a Contact

  • From the main Phone screen

  • Start dialling the name of the contact using T9

  • If the contact is not shown, you can scroll the list to find it

  • Press 📞to the right of the desired number

Calling Methods

In Communicator GO, calls are made via a data connection using the SIP protocol (aka VOIP). The data connection can be either via WiFi or mobile data.

If Use SIP over mobile networks is turned off (found in Settings > General), you will not be able to make or receive calls unless you are connected to WiFi.

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.

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 registered to your extension, 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.

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 123 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 123 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

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

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 ❮

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 

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 bottom right > 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

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 same 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 participants from the list

• Press Start Chat

From a Contact Card

• Press Chat

Sending Attachments

From within a chat session

• Press + bottom left

• Press Gallery, Photo or File to send attachment

Message Reactions

A reaction can be left against a message by clicking the on smiley face next to the message and pressing on the desired emoji

Creating Group Chats

From an Existing Chat NOTE: this will create a new group chat and previous one on one chat history will not be shown

• Press ⋮ top right > Info

• Press Add Participants

• Select participants from list

• Press Add Contact

From Chat Screen

• Press +

• Select participants from list

• Press Add Contacts

• Optional: Set Group Name

• Optional: Create as Shared Group - A shared group allows new participants to view chat history, instead of just new messages

Group Chat Options

• Android: Press ⋮ top right > Info from within the group chat

• iPhone: Press info ⓘ top right from within the group chat

From the information page for a group chat the following options are available

Set Group Avatar (Chat Admin Only)

• Press Edit button next to the current Avatar

Renaming the Group (Chat Admin Only)

• Press the group name

Transform to Shared Group

• A shared group allows new participants to view chat history, instead of just new messages

Mute Notifications

• • Turn on/off notifications for the group chat - For you only

Starting a Conference Call with Group Members

• Press the Phone icon

Starting a Meeting with Group Members

• Press the Meeting icon

View Media & Files

• Press the File Search icon

Managing Members (Chat Admin Only)

• 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 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

Long pressing on a chat session displays options to

• • • Pin Chat

    • Mark as Unread

    • Delete Chat

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

SMS

SMS messages can be sent and received from within Communicator GO. 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.

Accessing SMS

• Android: Press the hamburger menu ≡ top left > SMS

• iPhone: Press More > SMS

Creating a New Conversation

• Press +

• Select from Directory or Contacts. See Directory and Contacts for more information

• Or press 123 top right to enter a number directly

Replying to a Conversation

• Press on the desired conversation

Meetings

From the meetings screen users can join, manage and create meetings.

Accessing Meetings

• • Android: Press the hamburger menu ≡ top left > Meetings

  • iPhone: Press More > Meetings

Start an Instant Meeting

• Press the +

• Press Create an Instant Meeting

• Press Add Participants to add internal contacts

• Press Invite Participants by Email to add external contacts

• Enable Public option if required

• Press Start

Join a Meeting

• Press the +

• Press Join an Active Meeting

• Enter Meeting Number

• Press Join

Schedule a Meeting

• Press the +

• Press Schedule a Meeting

• Enter Title and Description for meeting

• Set Date, Starting Time and Duration for meeting

• Set Recurring settings as required

• Enable Public option if required

• Press Add Participants to add contacts

• Press Done to schedule meeting

Active Meeting Screen

The active meetings screen has the following options

• Mute/Unmute - Enables or disables the microphone

• Video - Turns your camera on and off

• Participants - Displays the list of participants (Organisers can toggle camera and microphone of participants)

• Reactions - Raise hand to notify organiser or send emoji reactions

• Chat - Display in meeting chat window

• Leave - To leave the meeting (Organisers have option to end meeting)

• Meeting Information (Top right) - Displays meeting information and settings

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 > 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

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

  • To clear the avatar press on Reset to Default Avatar

  • Select image source

  • Once picture is taken or image selected, move and resize the cropping square to highlight the desired avatar

  • Press Save/Choose when finished

Dashboard

Communicator GO dashboard incorporates call information and easy control of Enhanced Services. 

To Access the Dashboard

• Android: Press Dashboard

• iPhone: Press More > Dashboard

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, chat, send SMS or meeting

• 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.

Settings

This is a summary of the settings menu, to access the settings menu 

Android

• Press the hamburger menu ≡ top left > Settings

General

• • Use SIP Over Mobile Networks - See Calling Methods

  • Enable Push Notifications - Need to be enabled for Communicator to function correctly

  • 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

  • Accumulate Unread Count - Include thread unread count in total unread chat count 

Phone

• • Dialer Contact Sources - Enable or disable sources to be included when searching for contacts from dial pad

Meetings

• • • • Toggle various meeting settings

Security

• • Biometric Unlock - Requires biometric authentication to open app

My Phone Numbers

• • Manage external numbers that you can be contacted on. This is the same list that appears in callback

CallBack

• • See Callback

Profile

• • Displays Profile page

Theme

• • • Toggle between Light and Dark themes

Sounds

• • Ringtone - Set ringtone for incoming calls

  • Dialpad Tones - Turns dialpad tone on/off

  • Notification sounds - Adjust settings for chat notifications etc

  • Mute Call Ringtones - Turn off ringer for calls, but still receive notification

Video

• • • • Security camera integration

Licences

• • View software licence information

Storage and Media

• • Cleanup media and files from file system

Feedback

• • Provide Feedback on application

About

• • Displays Communicator GO version

iPhone

• Press More > Settings

General

• • Use SIP Over Mobile Networks - See Calling Methods

  • Audio Codec Priority - Codecs are managed in CloudPBX.

  • Push Notifications - Need to be enabled for Communicator to function correctly

  • 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

Phone

• • Dialer Contact Sources - Enable or disable sources to be included when searching for contacts from dial pad

Security

• • Biometric Unlock - Requires biometric authentication to open app

My Phone Numbers

• • Manage external numbers that you can be contacted on. This is the same list that appears in callback

CallBack

• • See Callback

Sounds

• • Ringtone - Set ringtone for incoming calls

  • Disable Dialpad Sound - Turns dialpad sounds on/off

Theme

• • • Toggle between Light and Dark themes

Notifications

• • • • Lists system notifications

About

• • Displays Communicator GO version

Licences

• • • • View software licence information

Storage and Media

• • • • Cleanup media and files from file system

Feedback

• • • • Provide Feedback on application

Callback

Callback is useful when Communicator GO is having issues registering, or when the data connection quality is 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.

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. This is mainly with the Telstra network, 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.

Quitting and Signing Out of Communicator GO

Quitting Communicator GO will close the application and you will no longer be able to make or receive calls. Signing out of Communicator GO allows you to log in as a different extension. 

• Android: Press the hamburger menu ≡ top left > Quit

• iPhone: Press More > Quit

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.