Connect Desktop Softphone Application Guide

To Manage your status:

Click on your icon in the top right and click on the drop down next to your status.

Once your status has changed, anyone in your contacts can see your status.

Set Status Message:

You also have the option to set a status message. This allows your contacts to see a reason as to why you are away

Click on your profile and click on Set status message

What you see:

What your contacts see: 

To remove your status message:

You can either, change your availability status.

or

Click on your profile and click the 'X" next to your status message.

To check your voicemail:

Option 1: 

Dial *97 from your Dial Pad and click the Call Button

Option 2:

Click the Voicemail tab to dial into your voicemail box. You will then be asked if you want to dial into your vm box.

To add a contact to your favourites:

1. In your Contacts list click on the 3 dots that appear when you hover over the contact

2. Click "Add to Favourites" this will then show up in your favourites tab

Connect can run in two different modes - Deskphone or Softphone mode. By default, Connect will prompt the user to select which mode to run in on startup (Softphone is recommended):

You can switch between the Deskphone and Softphone mode at any time using the toggle on the user menu:

Deskphone Mode

When in Deskphone mode, Connect will provide notifications and call information based on calls at any or the logged in user's devices.

In this mode, call control features are limited to making calls and clearing down calls.

Softphone Mode

When Softphone mode is enabled, Connect will register as a SIP device with the phone system. As a softphone, Connect allows telephone calls to be made/received directly from the host computer, ideal for users who are working remotely or are on the move.

Pull Call
When in softphone mode, Connect provides the ability to pull calls from your other devices if they are busy.

When the local softphone is idle and Connect detects you are on a call elsewhere, the following prompt is displayed:

To pull the call to the softphone, click on the 'Pull call' link in the right of the prompt.

There are a few ways you can make a call:

Option 1 - Through your contacts tab:

Once you have logged into your softphone, click on contacts on the left side of your account and hover over the person you would like to call and click the phone button.

Option 2 - Using the Dial Pad

Once you have logged into your softphone app, ensure you are on the "Calls" tab and you can use the dial pad on the right hand side to make a call. 

Note: you cannot paste a number into this dial pad, however you can paste a number into the search bar at the top

When a call comes in, the call will show up in your connect app. If your connect app is not currently on your screen you will also receive a pop-up box in the bottom of your screen.

You have the option to Answer or Decline the call at the bottom.

Once you have answered the call, there will be a few options on managing the call:

1 - Mute yourself so the caller cannot hear you.

2 - Transfer the call to another contact - when you click the transfer button, the caller will be put on hold, and you can transfer them to another contact in your list, or you can dial a number.

3 - Put your call on hold.

4 - Add another person to your call.

5 - Disconnect the call.

What is the difference between a warm transfer and a cold transfer?

Warm / Consult Transfer:

A warm transfer gives you the ability to introduce the caller and provide the context to the person to whom you're transferring the call.

Cold Transfer / Blind transfer:

A cold transfer involves routing a call directly to another person without introducing the caller or providing any background information.

How to transfer a call:

When you click the transfer button, the caller will be put on hold, and you can transfer them to another contact or you can dial a number

Choose from "Consult" or "Blind" transfer

You will see a pop up and you can search for the user in your contacts list and press the call button next to their name.

Blind Transfer: Pressing the call button will automatically transfer your call to the person.

Consult Transfer: Once you have spoken to them press the complete button to complete the transfer.