Communicator Web

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Communicator Web Versions

This guide includes features and options that are only available in the latest version of Communicator Web, which at the time of this guide is v7.5. Communicator Web version is based on CloudPBX version. Contact your provider if there are any questions or issues.

Setting a New Password

When you log into Communicator Web 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  !@#$%^&*_-+=~`|/:;"'?

Main Window

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

Down the left are buttons for accessing 

• • Setting Presence (via Avatar)

  • Dialler

  • Chat

  • SMS

  • Conference

  • Meeting

  • Via the ...

    • Parked Calls

    • Voicemail

  • Help

  • Preferences

  • Log Out

By default the main area contains

• • The left half is the phone dialler

  • The right half displays call history which can be filtered using buttons across the top

  • On the far right is the directory and contacts accessed by clicking <

Further information on the above is covered in other sections.

Directory and Contacts

The directory and contacts are accessed from the Dialler by clicking < on the far right.

To change between departments or Central Phonebook, click on All Departments or the current view (right of search box).

Click hamburger menu ⋮ (left of search box) to change the view and sort order of contacts in the Directory.

Hovering over a directory contact in grid view displays icons to call or chat contact.

Right clicking on a contact displays the following options

• Call - Call the extension number

• Call > - Call other numbers listed for contact - Only available if multiple numbers listed for contact

• Call with > - Select device to make call with Softphone or Deskphone

• Chat - Open chat with contact

• Contact Information - Displays contact information

• Send Email - Send email to contact

• Voicemail - Call contacts voicemail to leave a voicemail message

• Call Monitor - Monitor extension call, if enabled

Phone Dialler

The phone dialler is used to make phone calls.

At the bottom of the dialler is a button for Access Codes - To toggle phone features on and off in the CloudPBX

In the bottom bar are buttons to

• • Change the default device used for making calls

  • Toggle DND on/off

  • Change/Hide outgoing Caller ID

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

Unable to Make a Call

If an error is received stating "Call failed! Unsupported codec, media format or other network related issue" or "Call Failed Incompatible SDP". Ensure that WebRTC is enabled on the extension in the CloudPBX. Contact your administrator if this is experienced.

Incoming and Ongoing Calls

When an incoming call is received a popup will appear in lower left corner. The popup has buttons to answer and reject the call. Once the call is answered buttons to hold, mute and hangup the call will be displayed.

Clicking on the incoming call popup will open a full page with the following options

• Voicemail - Sends the call to voicemail

• 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

Clicking on the ongoing call popup will open a full page with the following options

• Keypad - Display dialpad to send DTMF tones to auto attendants etc

• Mute - Mute microphone

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

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

• Add - Create a adhoc conference

• Park - Park call - see Parking Calls

• Hangup - End call

Across the top right are buttons to

• • ▷ - Record call if enabled

  • 🎧 - Change between audio devices. Depending on browser in use some options will not be available

  • 🔊- Adjust speaker volume

  • ⋮ - Contact information for internal calls only

Across the bottom is a button to

• ⇄ Switch Device - Transfer call to another connected device

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 Transfer to complete transfer

  • Click Cancel to return to original caller

Call Parking

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

• If this is the first time parking a call an information box will appear. Tick the box to not show the message again as desired, click Park

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

To retrieve a parked call

• • Click ...

  • Click Parked Calls

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

  • If this is the first time pickup a parked call an information box will appear. Tick the box to not show the message again as desired, click Take Call

Voicemail

To change voicemail settings including recording greeting call *123

When a voicemail is left a notification will be displayed on the ... button

To access voicemail messages

• Click ...

• Click Voicemail

• Hovering over a message will give buttons to

  • Play the voicemail

  • Move voicemail to Old Messages

  • Download voicemail message

  • Delete voicemail

• Clicking on a desired message will display buttons to

• • • Play the voicemail

    • Return Call to caller

    • Move voicemail to Old Messages

    • Download voicemail message

    • Delete voicemail

Conference Calls

A conference call can be created using the following methods

From the ongoing call screen

• • • Click Add in the ongoing call screen

    • Enter the number

    • Click Add

Creating an Instant Conference

• • • Click Conference

    • Select New Instant Conference

    • Drag and drop contacts from right side bar to the lower section of the conference screen or tick the extension

    • Click Add External User to enter a number directly

    • Once all parties have been added

    • Click Start Conference

Ongoing conference call window has the following options

• • Keypad  - Send DTMF tones to auto attendant etc

  • Mute - Mute microphone

  • Hold - Mute conference, this will not play hold music to conference Click Resume to unmute conference

  • Add - Add additional parties to conference

  • Chat - Create a group chat with conference members. Will only add internal contacts to chat

  • Hangup - leave conference call

  • Click the Instant Conference divider to view all the conference participants

    • With options to Remove or Mute participants

Chat

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

Chat sessions are listed down the left hand side, clicking on a session will display the contents in the middle pane.

Across the top right are buttons to

• • Start a Meeting

  • Call chat members

  • Add a participant

  • Ask for Attention (Single Chats only)

  • Information (Groups only) - Displays group chat information pane

  • More Options ⋮ - Single chat

• Call - Call the extension number

• Call > - Call other numbers listed for contact - Only available if multiple numbers listed for contact

• Call with > - Select device to make call with Softphone or Deskphone

• Contact Information - Displays contact information

• Pin Chat - Pin chat to top of side bar

• Send Email - Send email to contact

• Voicemail - Call contacts voicemail to leave a voicemail message

• Call Monitor - Monitor extension call, if enabled

• Delete Conversation - Deletes conversation history (only deletes history for you)

• More Options ⋮ - Group chat

  • Transfer Admin - Transfer group admin rights to another member

  • Pin Chat - Pin chat to top of side bar

  • Mute Chat - Mute notifications

  • Transform to Shared Group - This allows new members to view all chat history (if not already and you are the group admin)

  • Leave - Leave group

  • Leave & Delete - Leave group and delete history (only deletes history for you)

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 - Note: may not work on all browsers

Clicking the hamburger menu ⋮ top left gives options to

• • Create Group Chat - Create new group chat

  • Threads - View chat threads

  • Show Closed Chats - Show archive chats

  • Close All Chats - Archive chat

Clicking the hamburger menu ⋮ to the left of a chat session in the left side bar gives options to

• Pin Chat to top of list

• Mute chat - Groups only

• Close Chat

• Mark as Unread

Right clicking on a message gives options to

• Reply to message

• Copy a message

• Show plain text version of message

• Forward a message

• Pin message to top of chat session

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

• Delete message

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.

To create a Group Chat

• Click Create Group from hamburger menu ⋮ top left

• Enter group name

• Drag and drop participants or tick the box

• Tick Shared Group as desired

• Click Create

Voice Messages

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

• Click 🎙️ to start recording

• 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 listen to a sent message

Presence

Presence and availability is viewable for contacts in Communicator. Presence is based on Communicator and Communicator GO use. 

Presence statuses are

• • Available - Green Icon

  • Away - 🕗 Icon

  • Busy - Red Icon

  • DND - ⛔️ Icon

  • On a Call - 📞 Icon

  • Unknown - Dark Grey Icon

To set presence

• Click on Avatar

• Select desired presence

• Set Display Status For as required

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

  • Click Personal Information

  • Click Avatar

  • Click Change Icon to upload a new Avatar

    • This will open a file upload window

  • Click Reset to default to clear current avatar

Communicator Preferences/Settings

The preferences and settings available in Communicator Web are

To Access Preferences

• • Click ⚙ at the bottom left of window

Phone

• Confirm destination number before dialling from web browser or other apps - If enabled number will be prefilled in dialler, if disabled call will be made immediately.

Audio

• • Microphone - Set microphone to use

  • Speakers - Set the device to hear caller Note: depending on browser this may not be changeable

  • Ringing device - Set the device that will ring on an incoming call Note: depending on browser this may not be changeable

  • Headset - If your browser supports it Enable Headset Integration will be available, this allows the headset buttons to control Communicator Web calls

Alerts

Toggle which notifications to display

• • Receive a phone call

  • When a contact comes online

  • Receive a message

NOTE: If a warning is displayed that permission has not been granted for notifications, click the notification to be prompted to enable them

Modules

• • Allows for configuration of URLs to be opened in popups when a call is started, answered or finished

Meeting

• • Show meeting join link message in chat if meeting is started from chat window

  • Turn off my video when joining a meeting

  • Hide carousel during screen share

  • Mute microphone when joining a meeting

  • Enable noise suppression

  • Play sound notification on raise hand

  • Enable notifications for scheduled meetings

Appearance

• • Theme - Default, Navy, Dark, Use System Settings

  • Language

Meetings

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

There are two ways to start a meeting

From the Communicator main window - Instant Meeting

• Click Meeting icon

  • Click Instant Meeting

• Tick or Drag and drop participants onto the screen

• Tick Public if required for anyone with meeting ID to join

• Click Start - Once all participants have been added

From a chat session

• • Click the Meeting button at the top right of the window

    • Click Start on the confirmation to start meeting

In addition to creating an instant meeting, a meeting can be scheduled

• Click Meeting icon

  • Click Schedule Meeting

  • Enter a Subject

  • Set Start date and time

  • Set Duration

• Set Recurring - Optional

• Enter a description - Optional

  • Tick Public if required for anyone with meeting ID to join

  • Tick or Drag and drop participants onto the screen

• Click Schedule

Note: Ensure that popups are enabled in the browser otherwise the meeting window will not appear and no warning/message will be displayed.

A meeting notification will be displayed to Communicator participants, an email will be sent with a link to join the meeting also. Ensure to grant the browser access as required to camera and audio devices. When joining the meeting select desired device to use for audio.

The ongoing meeting window has buttons across the bottom to

• Record - Record a meeting if enabled

• 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 - Ask for attention

• Reactions - Send an emoji reaction

• Chat - View meeting chat with all meeting participants

• Full Screen - Toggle full screen mode

• Leave - Leave the meeting

• Options - Options for meeting including invite links

• Compact View - Shrink Meeting window to corner of screen

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 upper right.

To share a screen or application to meeting participants - Exact process differs depending on browser

• • Click Share Screen

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

  • Click Share

During screen sharing there is a button/prompt in top left to disable previewing shared screen, this does not stop the screen share.

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)

• Enter text

• Click Send

Replying to a Conversation

• Press on the desired conversation

• Enter text

• Click Send