Voiply Desktop User Guide

This user guide provides guidelines on installing, setting up, and using the Cloud Softphone application on your computer.

The Voiply Desktop application can be installed on a host computer and used to place and answer phone calls, as well as send messages via the Internet. 

This application supports the following features: 

• Inbound and outbound calls 
• Call forwarding 
• Call recording 
• Voicemail 
• Call transfer 
• Messaging

Requirements 

To use this desktop application, ensure the host computers are connected to the Internet and equipped with voice call services. A headset may be needed. 

Determining the Application Version 

Determine the application version on the host computer to check if the latest software is being used. 

Select Settings (2) from the left navigation menu. The Settings dialogue window with About (1) displayed by default contains the name of the application and the software version. 

Initial Setup 

To begin using this application, the user must login to the account portal. From your portal dashboard download and install the application on the host computer, and set up the work account to begin using this application. 

Installing the Application 

To begin, download and install the application that works with the operating system on the host computer. 

From your Portal it would be under these tabs:


Or use the links below for the installers:

Windows
MAC

1. Copy or download the Cloud Softphone installer on the host computer. 
   Important: On a Mac computer, copy the application icon to the Applications folder. 
2. Open the installer. 
3. Follow the instructions on the dialogue window to install the application. 

Signing in to the Application 

To start using the application for the first time, sign in to the application by configuring the app from your portal dashboard or with the csc code provided by our Voiply support team. 

1. Open the application. 
   A window prompts the user to sign in.
   
2. Click on Configure Apps from your Dashboard and then Configure
   
3. A prompt will open and then click on Open Voiply Desktop
   
   
4. Once done, it will then register your account to the Voiply Desktop application. 

Permissions Settings 

Upon signing in, the initial setup requires the users to allow some permissions, such as the Terms of Service, default calling application, location, and media device settings before using this application. To access these settings again, select > Control > Wizard. 

Setting the Default Calling Application 

This application handles all the calls on the host computer once it is set as the default calling application. 

To set this application as the default calling application: 

Mac OS computer: 

1. Upon signing in, on the Welcome Wizard dialog box select the Configure button. 
   Note: Select the Next button if you want to set the default calling application later.
   
   A confirmation box displays. 
2. Select Finish on the confirmation box. 
   
   

Windows OS computer

1. Upon signing in, on the Welcome Wizard dialog box select the Settings button. 
   Note: Select the Next button to configure the default calling application later.
   
2. Click Next
3. Click Finish
   
   

Using the Application 

This chapter describes the features of this softphone application and user instructions. Use this application to communicate with other users via calls and instant messaging. 

Main Window 

Upon successful signing into this application, the Main window (1) with a dialer is displayed by default. 

The Main window has a left navigation menu (2) and more settings options (3) of the account using this application. When one of the buttons from the left navigation menu is selected, the function pane (6) opens, and the details or status of this function displays on the right pane (4). Select the X (5) icon to close this window. 

Navigation Menu 

This application provides quick access, such as a dialer, phone contacts lists, and recent calls or messages on the left navigation menu. Use this quick access on this application to make and answer calls, send instant messages, and make changes to the settings. 

 Note: This application supports adding more tabs to the left navigation menu. Check with the system administrator for more information. 

Making a Call 

Use this application to place a call by dialing a phone number, or call a number from the existing contact lists or call logs. The users can also create a list of quick dials for the contacts that are called frequently. 

Make an outgoing call via the following options: 

New phone numbers 

1. Select Dialpad from the left navigation menu. 
2. Dial the phone number. 
   Important: Include the country codes when dialing the numbers. For example, use +1 when calling someone from North America. 
3. Select the Call button below the dialer to initiate the call. 

Existing contacts directory 

1. Select Contacts from the left navigation menu. 
2. Search and select the contact's name. 
   The contact information is displayed in the right pane. 
3. Select the Call   button next to the contact number to initiate the call. 

Quick dials 

Note: See the Adding Quick Dials section to learn how to add a quick dial. 

1. Select Dialpad from the left navigation menu. 
   The Quick Dial section is displayed underneath the dialer. 
2. Search and select the contact's name. 
   The call is initiated. 

Messages 

1. Select Messages from the left navigation menu. 
2. Under the MESSAGES pane, search and select the contact or phone number. 
3. Select the Call  button on the top of the right pane to initiate the call. 

Call history 

1. Select Recents from the left navigation menu.. 
2. Under the CALLS pane, search and select the contact name. 
3. The conversation log displays on the right pane. 
4. Select the Call button next to the contact number. 

Select the End Call button to dismiss a call. 
 

Answering Calls 

This softphone application rings when someone calls the users. When receiving a phone call, the right pane displays the caller's information (2). Answer or dismiss the call. 

When receiving a call: 

• Select the Call (5) button to answer the call. 
• Select the End Call (4) button to decline the call. 
• Select the Information  (1) icon to display the quality of the call. 
• Select the Mute (3) icon to turn off the microphone before answering the call. 
  The icon then changes to . Select this icon again to unmute the microphone. 
• (6) Ignores the incoming call.

 

Mid-Call Operation 

While in the middle of an active phone call, the user can put the call on hold, record calls, transfer calls (attend and unattended), merge calls, and use the dual-tone multi-frequency (DTMF) keypad using this application. 

 

Muting and Unmuting the Microphone 

Select the Mute icon to mute the microphone. The icon then changes to Unmute . Select this icon again to unmute. 

Configuring the Audio Settings 

Select the Audio icon to change the speaker, microphone, and sound settings. 

• If the host computer has more than one audio device, more device options are displayed in the list. A check mark (✓) is displayed on the default or selected devices. Change to another device, if necessary. 
• Select Sound Settings to open the Sound pane in the Settings window.

Making an Unattended Transfer 

Use Blind to initiate an unattended transfer. Unattended transfer, also known as cold or blind transfer, is when you transfer a call to another destination without establishing a conversation with this new call recipient. The call is put on hold until transferred successfully. 

To make an unattended transfer: 

1. On an active call, select the Blind icon on the right pane. 
   The call is placed on hold and the phone number field of the Dialpad pane displays Transfer call. 
2. To transfer the call to another person, follow the steps in the Making a Call section. 
   Once the new recipient answers the call, the user is dropped from the call. 

Note: A dialogue box displays the message The transfer has failed if the new recipient does not answer the call. Select the Cancel X icon, and then repeat steps 1 and 2. 

Making an Attended Transfer 

Use Attend to initiate an attended transfer. Attended transfer, also known as warm transfer, is when you transfer a call to another destination but want to speak with this new call recipient before the transfer. The first call is put on hold until the call is transferred successfully. 

To make an attended transfer:

1. On an active call, select the Attend icon on the right pane. 
   The call is placed on hold and the phone number field of the Dialpad pane displays Transfer call. 
2. To transfer the call to another person, follow the steps in the Making a Call section. 
3. Speak with the new call recipient when the new call is answered. 
   Note: If the new recipient does not answer the call, the right pane displays that the first call is still on hold. 
   -To attempt another transfer, repeat step 2. 
   -To cancel the unattended call operation, select the Cancel X icon. 
4. Select the Complete Transfer icon to transfer the call. 
   The right pane displays Transfer in progress when the transfer is successful. 

Switching Calls 

View concurrent calls and switch between them underneath the dialer in the Dialer tab. 

All concurrent calls are visible underneath the dialer. The title displays the statuses (1) of the calls. 

• To switch to another call, select the desired call. 
  The call displays on the right pane (2). 
• To pause or resume a call, see the Placing a Call on Hold section. 
• To answer a new incoming call, select the Answer (4) icon. 
• To dismiss a new incoming call, select the End Call (3) icon. 

Placing a Call on Hold 

Users can put a call on hold to pause the conversation so that none of the user and call participant(s) can hear each other. To put a call on hold, touch the Hold button on the call screen. The button then changes to . Touch this button again to resume the call. 

Conference Calls

You can add more people to an active call to form a conference call and talk to them in a single call.  

Establishing a Conference Call 

Use Add call to add more people to an ongoing call and make it a conference call. This way, you can have a discussion with a group of people in a single call. 

 To form a conference call: 

1. On an active call, select the Add call icon. 
   The phone number field of the Dialpad pane displays Add call. 
2. Follow the steps in the Making a Call section to make a new call. 
   The first call goes on hold. 
3. Select the Merge icon when the second recipient answers the call. 
   The right pane indicates a conference call is formed. 
4. To add more people, repeat steps 1 to 3. 
5. To dismiss a conference call, select the End Call button. 

Splitting a Conference Call 

Use Split to split a conference call to separate calls when some call recipients want to leave the conference to have a private conversation with you. 

To split a conference call: 

1. On an active conference call, select the Split icon. 
   Below the Split icon displays a list of conference members. 
2. Select the name of the person you wish to remove from the conference. 

Note: 

• To make a separate call to rejoin the conference, select the Merge icon on the pane of that active call pane. 
• To speak with any call recipients, select the call below the dialer, and then select the Resume button.