Connect is a mobile, web, and desktop based application designed for use the with VoiceONE cloud phone system which provides your business with tools for effective unified communications - Chat, Voice and Video Calls, Conferencing, Screen Sharing, File Sharing, and application integration.

Connect allows your team members to communicate using the devices of their choice - web browsers, iPhone, Android, Windows, and Mac desktops.

This User Guide helps you to get started with the Connect Desktop and Mobile applications and further explains advanced Connect features and configuration options. With this knowledge, you will be able to take advantage of all the application features, organize your team communication to reflect the specifics of your business.

Making Direct Voice and Video Calls

You can make Direct calls to other Connect users. Direct calls differ from traditional calls to extensions or phone numbers as they also support Video and Screen Sharing.

Both one-to-one and group direct calls have a similar set of features.

Making a Direct Call

To initiate a direct one-to-one call via the Connect application, select the Call item from a Contact's (or Recent activity's) Actions︙ or by clicking on the phone button in the Chat. Both are shown in the image below:

After hitting the Call button, you will hear the dial sounds, and see the call in the Connect user interface:

The call status bar appears on top of the Chat with your Contact's name, a timer showing the duration of the ongoing call, and call control buttons:

1. Enable Camera turns the device camera on and starts streaming the video to the other party. If you already enabled the camera, this button will be replaced with the Disable camera button, which will allow you to stop video streaming.

2. Enable Screen Sharing starts streaming the contents of your computer screen to the other party. If you are already sharing your desktop, it will be replaced with the Stop Screen Sharing button.

3. Mute Microphone turns your microphone off. The person on the other side of the call will hear only silence without knowing that you muted your microphone. Once you mute your microphone, the Unmute Microphone button will show up.

4. Pause Call pauses the current call. The person on the other line will see the pause icon on the current call. After setting a call on pause, you will see the Resume Call button which allows to resume conversation.

5. Hang up stops the call immediately.

Note that in order for you to make direct calls to a contact, the Contact must be online. To reach contacts that are not online, you can call one of their phone numbers including their extension. The difference between direct calls and calls to phone numbers will be described in more detail in the next chapter.

Making a Video Call

You can also start video calls in the same way as direct audio calls by selecting the Call with Video menu item. In this case, the person you are calling to will be able to see your video camera stream once he or she answers the call.

The user interface of video calls allows you to view all incoming and outgoing video streams, switch between them by clicking on small previews and use a few additional control buttons:

1. Switch to Full Screen opens the video call on full screen. In full screen, it gets replaced with the Exit fullscreen button.

2. Open Chat opens the chat within the video call page.

3. Open Menu opens the chat menu which consists of the list of Channels members (for Channels) and the list of files in the conversation.

When you open a chat, you can hide the left part of the application (the floating arrow button on the left edge) to give your video call more space and thereby achieve this look:

Enabling the Connect Softphone

The Connect app offers the ability to utilize the application in conjunction with your desk phone or as a standalone softphone application. To enable the Connect app as a softphone, follow the steps in the video below:

If you would prefer to use the Connect app in conjunction with your desk phone and not as a softphone, some call handling features such as Transfer, Conference, and Hold will not be available via the Connect application. These call control features should be initiated via your desk phone during the call.

This tutorial will primarily focus on utilizing the Connect app as a softphone and not with a traditional desk phone.

Making Calls to Phone Numbers

Calls to extensions and phone numbers use your cloud phone system to make calls to physical phones, landline numbers, or mobile phone numbers. Each VoiceONE Connect user has a phone extension (typically 3 or 4 digits) which can be used as an alternative to Direct App based calls.

Initiating a Call to a Phone Number

You can start a call either from a Dialpad menu item or by selecting a Call option with a number (Extension, Office, etc) from a Contact's Actions︙.

To make a call to any number, open the Dialpad, type the full number and hit the Dial. Provided that your system has a correct configuration for calling outside, you will be connected with the landline or mobile number you are calling.

The ongoing call interface for Calls to Phone Numbers is slightly different from Direct calls, as you cannot enable camera or start screen sharing.

The following options are available:

1. Mute Microphone turns your microphone off. The person on the other side of the call will hear only silence without knowing that you muted your microphone. Once you mute your microphone, the opposite Unmute Microphone button will be displayed.

2. Pause Call pauses the current call (puts the call on hold). After setting a call on pause, you will have the Resume Call button which allows to continue a conversation.

3. Dialpad opens a window with a Dialpad which allows to send DTMF tones to the current call. This is useful when an IVR menu on the other side asks you to press one button or another.

4. Forward call opens the Forwarding call window which allows you to transfer the ongoing call to another phone number.

5. Lookup (optional, a search icon) opens the web page configured in the Additional Phone Lookup settings replacing the dynamic URL part with the phone number from the current call. For more information, see the Call Settings > Additional Phone Lookup section.

6. Open in CRM (optional, a globe icon) opens the contact's profile in the configured CRM if the call is associated with a CRM contact. For more information about CRM integrations, see the Contact Sources section.

Initial Sign In

When your user account is created and enabled, you will receive an email with credentials and details on how to sign in. Typically, it will look like this:

Download the Connect App by following the link found in the email or via your mobile device app store by searching "VoiceONE Connect". Once installed, use the credentials found in the email to sign in.

The same credentials and login information are used for both Connect Desktop and Mobile.

Adding your First Contact

Now your Connect user account is ready, but you have no one to communicate with. Let us fix this and add your first contact.

1. Open the Contacts menu tab.

2. Click on the Search icon on the top right.

3. Enter a search query, click on the Actions︙ of the contact you would like to add to your active contacts list.

4. Click on the Add to Contacts item. In a about a second, you should receive a notification that the Contact have been added.

5. Close the search by clicking the Close icon on the top right and find that your contact list is no longer empty.

If you would like to add multiple Contacts at once, use checkboxes to select them and the Add Selected button at the bottom.

Joining a Channel

Connect supports one-to-one and group communications including chat. In Connect, multi user chats are called Channels. You can join an existing (public) channel, get invited to a private Channel, or create a new Channel on your own. To join a public Channel, do the following:

1. Open the Channels menu tab.

2. Click on the Find button.

3. Find the list of the public Channels available on your system.

4. Click on Actions︙ of the Channel you want to join and click the Join menu item. You can also join several channels at once by checking checkboxes on the left and hitting the Join button on the bottom of the page.

To create a new Channel, click the New Channel button and fill out the form that will show up on the right. We will dive into more details of Channel creation options in the Communications section.

Making your First Calls

You can make calls to the Contact in your contact list - either directly (Connect App to Connect App) or via extensions and phone numbers. To make a direct call, open the Contact's Actions︙ and click the Call item as shown in the picture:

Connect differentiates between calls to extensions and phone numbers (found in Contacts or entered using Dialpad) and direct App calls to Contacts.

To try calling phone numbers, open the Dialpad menu item, enter 602 and click the Dial button. 602 is a service number that answers the call immediately and plays "music on hold" as configured in your system.

In order for a Contact to be reachable via direct call, the Contact must be online, in which case the Call option for the Contact is enabled. To try, choose a Contact who is online (indicated by a green circle) and make a call by choosing Call from their Actions︙.

Note that you can always reach your contacts (regardless of their status) by calling one of the associated phone numbers including their extension.

Differences in functionality between the direct calls and calls to phone numbers are covered in the Calls to Phone Numbers section.

Updating your Profile

Now it is time to make changes in your profile so that other people could easily recognize you among the other users. Follow the next simple steps to get this done:

1. Click on the circle on the top left - it should contain your initials as the default setting.

2. Click My profile in the opened window.

3. Fill out the form on the right: change your user image, update your first or last name, add a phone number, change a password, etc.

Sending and Receiving Messages

In Connect you can participate in one-to-one and group (Channel) conversations. To open a Chat page, click on a chat-enabled Contact, Channel or a recent message.

You can send messages and files, use smileys, view message history and perform message search via the Chat interface. The Chat interface for one-to-one chats and Channels is almost identical.

Sending a Message

Once you open a Chat page, you can type your messages using the input on the bottom of the page.

All messages support emojis. Text emojis (e.g. ":)" will always be replaced by graphic emojis automatically. You can also view the full list of available emojis and insert them into the message by clicking the emoji icon on the right part of the chat input.

Every time you send or receive a message, it appears on the top of the Recent Activity menu tab. Recent activity shows the last messages of one-to-one and Channel conversations, so you could easily find your last chat or see the chats with newest messages on top of the list.

Markdown support

You can also use a special syntax to highlight specific parts of your message.

• Use single ticks wrapping `` for inline highlighting. This is also known as "code" style.

• Use triple ticks wrapping ``` for multi-line highlighting. Contents inside such blocks are displayed as is without graphic smileys.

• Use closing angular bracket > to make a quotation. The first paragraph of your message will be shown as a quote.

• Use underscore wrapping _ to format text as italic.

• Use asterisk wrapping * to format text as bold.

Example: ...Some text, *this text will be shown as bold*. More text with a _block of italic text_, etc. will result in: ...Some text, this text will be shown as bold. More text with a block of italic text, etc.

Sending a File

To send a file to a one-to-one Chat or a Channel, follow this 4 simple steps:

1. Click on the clip icon on the left part of the Chat input.

2. Select the file you want to send.

3. Wait until the file processed and uploaded. Large images and videos are processed to reduce their size before upload.

4. Find the file in the Chat or Channel where it can be downloaded by Channel members.

5. File sharing is limited to a 20MB file size.

6. Files received can be found within the chat thread and are stored locally within the default Documents folder of the device.

Note that you can also send a file by simply dragging and dropping it onto a Chat, Contact or Channel in the list. If you drop a file elsewhere, a modal window will show up asking you to choose a person or a Channel to send the dropped files to.

Using the Chat Menu

Chat menu can be opened by clicking the hamburger menu icon in the header bar. It appears on the right side of the screen and consists of two parts:

• Files shows the full list of files that were ever shared in the current conversation with possibility to download them.

• Members (Channels only) shows the list of members in the current Channel with their role and in-call status indicators. Each member has their own Actions︙ so you could easily switch to one-to-one chat or view user’s Profile.

Note that you can set up a Chat menu to be initially open each time you open a Chat or Channel in Language and Appearance settings.

Searching in Message History

You can easily Search messages in one-to-one Chats and Channels:

1. Click on the search icon in the header bar.

2. Enter the search query in the input that shows up on the right.

3. Check the list of results that shows matched messages with the matched parts of messages highlighted.

4. If you wish to see the found match within the context of the Chat or Channel, click on it, and it will be shown in the Chat or Channel along with other messages before and after it. You can load more messages before and after the match by scrolling up and down respectively.

5. To hide the search results and return to the most recent messages in the Chat, click on the Scroll to Bottom button on the bottom right part of the Chat.

Making a Channel Call

The initiation of a group call is similar to one-to-one calls. You can start it either from a Channel chat or a Channel Actions︙. The user interface is also similar, i.e. you can enable video, start screen sharing or mute your microphone whenever you want. You can also see the in-call status of each member using the Members tab in chat menu.

In-call user status is represented by the following icons:

1. Phone icon indicates that the member is participating in the call.

2. Phone icon with shaking animation indicates that the member is being dialed and has not answered yet.

3. Crossed microphone icon indicates that the member is on the call but has the microphone muted. Note that unlike in one-to-one calls, other call members can see when you mute your microphone.

4. Pause icon indicates that the member has put the call on hold.

5. No icon or none of the above indicates that the member is not participating in the call.

Note that if you choose the Allow selection of members to call option in Call Settings, you will be prompted to select the specific Channel members to call each time you are starting a Channel call. This is convenient when the conversation involves only a few members of a Channel.

Making a Channel Video Call

You can initiate a Channel Video Call by clicking Start with Video on the Channel menu or enabling a camera in an ongoing Channel call.

For Video Calls:

• All call participants are shown in the bottom row. If someone has not enabled video, a user image with full name will be displayed.

• Status icons such as "is on hold" or "microphone muted" are shown in black overlay on top of member's video or user avatar.

Using Screen Sharing

During a call, you can enable Screen Sharing. To share your screen, click on the Screen Sharing button and select what you would like to share - an entire screen or a specific application window.

Screen Sharing Support

Screen Sharing is supported on some of the application platforms. Here is the platform support information:

• Web application:

  • Google Chrome: browser extension is required. It can be installed from the Integration Settings.

  • Firefox: Version 52 and above provide full support out of the box, below 52 a browser extension is required. It can be installed from the Integration Settings.

• Desktop application: Full support out of the box.

• Android and iOS apps: Not supported.

On the unsupported platforms, you can still see the other party screen sharing, you just can't share your own screen.

Contact List includes contacts that were added by you or Contacts who added you as a Contact.

Contact List is your entry point to start communicating with people from your Contact List. From here you can also manage your Contacts.

Clicking on Actions︙ near a Contact will open an action list where you can:

• Chat to chat with a Contact.

• Edit to change Contact profile information.

• Delete to remove Contact from the list.

For Contacts without Connect, the Chat option is not available and Actions︙ will look like:

Using Visual Voicemail

Connect provides a convenient user interface to manage and interact with voicemail messages. A caller may be redirected to voicemail in two cases:

1. A call was rejected explicitly by the callee.

Voicemail Search and Actions

To access Voicemail, open the Voicemail tab in the main menu. Voicemail has the same search functionality as Call History, allowing you to find a specific recording. The search looks for matches in senders' names and phone numbers.

Each voicemail record is automatically linked to a Contact (which may be a personal, company or device contact) by the phone number. If the application finds a matching contact, the image and name will be shown.

Voicemail records status cna be "new" and "read". New records are highlighted. Once you listen t a voicemail record, it is automatically marked as "read".

Clicking on a voicemail record initiatee a call. Actions︙ menu shows more actions, such as:

• Play/Pause a voicemail record.

• Download a voicemail record.

• Open a downloaded voicemail record (on mobile and desktop applications).

• View Contact Profile shows a Contact if the caller is associated with a contact.

• Open Chat starts a Chat if the caller is associated with a Chat capable contact.

• Mark as New/Read explicitly marks a voicemail record as new or read.

• Delete permanently deletes a voicemail record after the user's confirmation.

Listening to and Downloading Voicemail Messages

Each voicemail record can be listened to with the built-in player or downloaded from Actions︙.

On desktop and mobile applications, Connect remembers the location of the downloaded file and offers to open it in system's default audio player instead of re-downloading it. If you move or delete the recording file, the application will offer to download it once again.

For group communications Connect users can create Channels. The process of creating Channels is very simple. Open Channels and click on New Channel.

Add the following information:

• Name - channel name.

• Channel type - channel type.

  • Public - all users will be able to see and join the channel.

  • Private - users will be able to join the Channel only by invitation from the channel administrator ( icon indicates a private channel)

• Subject - channel subject.

• Description - channel description.

• Manage Channel members - add members to this Channel. Note that members can be added or removed from Channels at any time.

Click on Save to save changes.

Adding a Contact Using Search

You can easily add a new Contact to your Contacts by using the Search function. Click on the magnifying glass symbol to search Contacts in the configured Contact Sources.

Use Contact search settings for filtering.

Start typing information which identifies the Contact you are looking for.

Use the checkbox [✔] to select a Contact you want to add and click on the Add Selected button. Using this method you can add a group of contacts as well. Another way is to use Actions︙ near a contact and click on Add to Contacts action. Once added, you will see the new contact in your Contact list.

Adding a Contact Using Form

In a situation when you want to add somebody to the Contact List when there is no match within the Search in your Contact Sources, you can create a Contact by using the New Contact Form. Click on the New Contact button in the Contact List to open the form.

Add the desired Contact information.

Press Save to add the Contact.

Once added, you will see the Contact in Contact List.

The Channels List shows all the Channels where you are a member. To help you find a Channel in the list use the search bar. Click on the magnifying glass symbol and start typing information that identifies the channel (channel name or part of description).

Lookup for Public Channels

Public Channels are available to all users. Any user can search for and join any public Channel. To find a public Channel you may want to join, go to channel list page and click on Find button. In the search bar, start to type information that identifies the channel (channel name or part of description).

Then join the Channel you are interested in and click on Join button to save your choice. Once done, you will see the channel(s) in your Channel List.

The Connect Mobile app offers the option of enabling and disabling the mobile softphone upon user request. To enable the softphone within the mobile app, first open the mobile menu then tap your user profile icon in the top left corner of the menu.

You will be presented with the My Status window. To enable the mobile softphone tap the blue "Switch to VoiceONE Connect" button under the Call mode heading.

The app will ask you to confirm the switch to softphone mode, confirm the switch by tapping "Yes".

Once the change is complete, tap the blue "Save" button in the bottom right corner of the app to utilize the softphone.

Please Note: Switching to mobile softphone mode will render your desk phone inoperable for the period in which you are using the mobile softphone. During this time calls will not be delivered to your desk phone nor can calls be placed via your desk phone. All calling must be received and placed via the mobile app while the softphone is enabled.

To re-enable your desk phone when you are finished using the mobile softphone, simply repeat the steps described above and choose the "Switch to Desk Phone" Call mode option within the My Status page of the app.

Managing Channel Members

The Channel owner can invite or remove members in public or private Channels. This is the only way to add new members to private Channels. To do this, go to Channel Manage page.

Select or deselect members under Manage Channel members list. You can use the search bar to find members. Press Save to save changes.

Edit Channel

You can also edit Channel information or change Channel type in Channel Manage Page.

Delete Channel

A created Channels can be deleted by clicking on Delete in Channel Properties and confirm the Channel deletion in the pop-up window.

Channel Roles

There are 3 roles a user can have within a Channel:

• Channel Owner is a user who created the Channel

• Channel Member - any member of a public Channel or a user who was invited in a private Channel

Only one Channel Owner per Channel may exist. A Channel Owner can nominate a Channel member as a Channel Moderator. There are no restrictions on the number of Channel Moderators per each Channel.

Nominating a member as a Channel Moderator by the Channel Owner is very simple. To do this, the Channel Owner needs to open the member properties and click on Grant admin rights. To remove the rights, the Channel Owner needs to open member the properties and click on Remove admin rights.

Connect Mobile for iOS supports integrated calling using the Apple CallKit API. This feature enables native iOS user interface for incoming and ongoing calls and adds Connect calls to the iOS device's call history.

For example, this is the incoming call screen with iOS integrated calling.

If an incoming call arrives to a locked iPhone or iPad, it will be represented with the well-known slide-to-unlock screen, just like a regular cellular phone call.

An active call using the iOS native integration will appear as follows:

During a call the user may switch from iOS integrated calling to the VoiceONE Connect app by tapping the VoiceONE Connect option on the integrated calling menu, this will keep the call active and take you into the Connect app.

In the device's call history calls are shown as Connect Audio/Video calls.

Integrated calling is enabled by default, but you can always disable it (possibly for privacy reasons) by going to Call Settings and switching the Integrated Calling toggle off.

Personal Information

• First name allows you to add your first name to your User Profile (mandatory field)

• Last name allows you to add your last name

• Company allows you to add your company name

• Email address allows you to add email address

Phone numbers

• Mobile allows you to add your mobile phone

• Office allows you to add your office phone number

• Home allows you to add your home phone

• Other allows you to add another type of phone to your User Profile

Password management

Changing the current password. Type a new password in New password, repeat the new password in Confirm new password, type current password in New password and press Save button to change your current password.

Android and iOS applications use push-notifications to deliver messages even when the application is not running. This is a common practice for mobile applications.

When you tap on a push-notification, the Connect app will be opened on the chat where the notification came from so you could quickly reply to the message.

Callback allows the user to use the cellular voice network for calls instead of the cellular data network (VoIP) calls. This may be useful if you have low-speed connectivity, cellular data coverage is poor, or mobile data costs are too high. When you make a call with cellular callback, the VoiceONE cloud calls your mobile number, waits until you answer the call, and then connects you with the number you are calling.

The callback feature is available on both Android and iOS application.

You can configure the Mobile Calling Method of the Call Settings in one of the following ways:

• Use Internet will use internet data connection for all outgoing calls.

• Use Callback will use callback for all outgoing calls.

• Ask Each Time Connect will show a dialog asking to choose between Internet and Callback on each outgoing call.

Play sound notifications controls whether a sound will play when a message is received.

Show in-app pop-up notifications controls whether a pop-up notification will be shown when a message is received.

Show desktop notifications controls whether to show pop-up desktop notification when a message is received.

Disable all application notifications will disable all notifications.

Audio input source allows you to set audio input device.

Audio output destination allows you to set audio output device.

Video source allows you to set device for video.

To start a test of current audio and video settings, click on Test configuration. Click Stop test to stop the test.

Phone device selection

Select a device for making calls to phone numbers. You can use Connect or your desktop phone. When you use a desktop phone, Connect will still handle other features such as messaging, direct voice and video calls, screen sharing, etc regardless of selected mode.

• Switch to using Connect - switch to this mode if you want to make calls to phone numbers using Connect.

• Switch to using desk phone - switch to this mode if you want to make calls to phone numbers using your desk phone.

Additional phone lookup

Create a shortcut to lookup a number using a URL of third-party service. Use ${PHONE} placeholder for the entire phone or ${PHONE(1,3)} to use specific digits in the number. You may also use 1-${PHONE(1,3)}-${PHONE(4,6)}-${PHONE(7)} or more sophisticated patterns.

Default phone type

Select which phone number (work, extension, etc) will be used for default actions throughout the application.

Calling behavior

• On click-to-call allows you to set an option for what happens after you click Call button in Chat window.

  • Allow phone number editing will allow to edit number before initiating a call.

  • Call immediately will start a call immediately

• On initiating a Channel call allow you to set options after you click Call in Channel window.

  • Allow selection of members to call will allow to select Channel members to call before initiating a call.

  • Call all Channel members immediately will initiate a call to all Channel members without an option to select them.

Forward all calls made to my office extension will forward all the calls made to your PBX extension to the number defined in Redirect callers to

Forward calls when my office phone is busy will forward calls made to your extension to the phone number specified in Redirect callers to when your office phone is busy

Currently Call Recording applies only to calls to/from phone numbers and calls to your PBX extension only. Calls to/from the Connect Desktop App are not included in recorded calls.

Record all calls will enable recording of all the incoming and outgoing calls.

Record internal incoming calls enables recording only of internal incoming calls.

Record internal outgoing calls enables recording only of internal outgoing calls.

Record external incoming calls enables recording only of external incoming calls.

Record external outgoing calls enables recording only of external outgoing calls.

Record by pressing a key sequence *9 will allow you to start recording calls by pressing *9 on dialpad.

Enable voicemail allows you to enable voicemail service.

Send caller to voicemail if my phone is not answered in allows you to set the number of seconds to wait before the caller calling your extension will be redirected to voicemail if phone is not answered.

Mailbox PIN sets a PIN for accessing your voicemail.

Notify by email about new voicemail enables email notification to defined below email address when a new voicemail is received.

Attach messages to email sets an option to attach voicemail audio file to email notifications.

Delete after delivery sets an option to delete voicemail records after email notification were sent.

Send notifications to secondary email address allows you to specify additional email address for notifications.

Language selection of currently supported languages:

• English

• Spanish

• Russian

• Dutch

Visual appearance

• Show Chat menu when a chat or a Channel is opened controls whether the Chat or Channel Menu will be open when Chat or Channel windows are open

• Display avatars (pictures) in chat controls whether to show profile pictures in one-to-one Chat windows

• Display file and video previews in chat controls whether to show preview of images and video clips sent to a Chat or a Channel

Color scheme allows to select colors for the application and includes:

• Blue

• Green

• Monochrome

Date and Time Format defines how to show time:

• Time format allows you to set time display format (e.g. 8:24:39 PM)

• Day format allows you to set day display format (e.g. 06/22/2018)

• Full date format allows you to set full date display format (e.g. 2018-06-22 20:24)

Number of shown records

• Number of call history records to show allows you to set the number of Call History records shown on Call history screen

• Number of Voicemail records to show allows you to set the number of voicemail records shown on Voicemail screen

Defines the default Connect behavior in response to user opening items in various menus.

The following application settings are installed as defaults, but can be changed if needed:

Company Contacts

• Open chat default setting is to open chat window.

• Show profile default setting is to open contact profile screen.

• Call extension default setting is to call phone number of Contact's extension.

• Call first available phone number default setting is to call first phone number found in Contact.

Other Contacts

• Show profile default setting is to open Contact's Profile screen.

• Call first available phone number default setting is to call first phone number found in Contact.

Channel members

• Open chat default setting is to open Chat screen.

• Show profile default setting is to open Contact's profile screen.

• Call extension - perform phone number call to Contact's extension.

• Call first available phone number default setting is to call first phone number found in Contact.

Channels

• Open default setting is to open Channel screen.

• Manage Channel (if you are the owner) default setting is to open Channel management page if you are the owner, perform no actions in other case.

Call history

• Call phone number default setting is to call phone number.

• Open chat (if the number is associated with a Company Contact) default setting is to open Chat window with the contact if the number is associated with a Company Contact, no actions otherwise.

• Show profile (if the number is associated with an Active Contact) default setting is to open Contact's Profile page if the number is associated with a Active Contact, no actions otherwise.

Voicemail

• Listen default setting is to listen to received voicemail.

• Download Voicemail default setting is to download received voicemail recording.

• Call phone number default setting is to call phone number of the caller.

• Open chat (if the number is associated with a Company Contact) default setting is to open Chat with the Contact if the number is associated with a Company Contact, no actions otherwise.

• Show profile (if the number is associated with an Company Contact) default setting is to open Contact's Profile screen if the number is associated with a Active Contact, no actions otherwise.

Browser extensions

• Install screen sharing extension allows you to install Chrome web browser extension for screen sharing purposes.

• Install Thirdlane Dialer allows you to install Click2Call / Click to Call CRM Integration Chrome web browser extension for click to call dialing and integrations with CRMs.

Internet accounts

Configure an option to sign in to Connect using credentials of an external Internet Account (Microsoft Office 365 and Google are supported). This also provides Connect with access to your Internet Account's contacts.

Click on Manage Internet Accounts to add external Internet Accounts.

• Incoming Webhooks

  Configure an ability to receive incoming messages from external applications in Connect Channels.

  Click on Manage Incoming Webhooks to add Incoming Webhooks.

• Contact Sources

  Integration with CRMs, social networks, web apps (like Google), etc

  Click on Manage Contact Sources to add contact sources.

  Select Contact Source under Contact Source for caller lookup for phone number lookup for calls if the number does not match phone numbers in your personal contacts or phone numbers in your company directory.

Minimum caller id number length triggering lookup in Contact Source option sets the minimum number length for phone number lookup within selected Contact Source.

Using Call History

Like the call history in your mobile phone, the Call History in Thirdlane Connect allows you to keep track of your calls. For the calls that were recorded you can also listen to the recordings and download the recording files.

Call History Search and Actions

To access your Call History, open the Call history tab in the main menu. Like Contacts and Channels, Call History has a search functionality that allows you to search based on names or phone numbers.

When possible, Call History records are automatically linked to Contacts (where Contact may be your personal (Connect contact), Contact from company directory, or a contact found on your device) based on the phone number. If the application finds a matching Contact, this Contact's image and name are shown.

Clicking on a Call History record initiated a new call. Actions︙ offers more actions, such as:

• Play/Pause a call recording.

• Download a call recording.

• Open a downloaded call recording (on mobile and desktop applications).

• View Contact Profile allows you to access an associated Contact's profile.

• Open Chat starts a chat with associated Contact.

• Add a New Contact allows you to create a new Contact for the calls not associated with any Contacts by opening the Add to Active Contacts form with the phone number pre-filled.

• Make Additional Phone Lookup. Read the Call Settings section for more information.

• Open the Call Details Page.

You can change the default on-click behavior in the Other Settings

You can also change the number of Call History records to be shown in the application. To do this, open Language and Appearance and set the Number of call history records to show as needed.

Listening to and Downloading Call Recordings

If a Call History record has a an associated call recording, you can listen to it using a built-in player or download it.

The download function is available under Actions︙.

On desktop and mobile applications, Thirdlane Connect remembers the location of the downloaded recording and offers to open it in system's default audio player instead of re-downloading it. If you move or delete this file, the application will notice it and offer to download it again.

You can choose which Calls to Phone Numbers to be recorded in Call Recording Settings.

Call Details Page

To see more detailed information about a Call History record and use CRM integration, open the Call Details page from Actions︙.

If the default Contact Source is configured and a Call History record is not associated with a Contact, an external lookup will be performed. It checks if contacts with the same phone number are available in the default Contact Source. The lookup results will be displayed on the page.

You can add a call note by clicking the note icon on the right of each lookup result. The Add Note form will be dispalyed, the results will be linked to the selected contact and saved in the default Contact Source's system.

Currently, only Calls to Extensions and Phone Numbers are listed in Call History. Direct Calls use a different mechanism and thus are not included.