TRAINING

The following features are available in the ChannelPBX Web and ChannelPBX Desktop apps. They can be used as a Softphone or as software for physical phones.

General Features

Authentication

ChannelPBX Web, ChannelPBX Desktop, and ChannelPBX Mobile require ChannelPBX user accounts, you can manage this in the Portal. Users can use the ChannelPBX authentication provider without any specific configuration. Authentication using LDAP credentials is also available but requires prior configuration of the LDAP authentication provider in Portal.

Voice Call

The ChannelPBX Web and ChannelPBX Desktop apps can handle simultaneous calls. The user can only communicate with one caller at a time, the other calls will be put on hold. You can easily switch from one call to another with a simple click.

In a call between ChannelPBX users, users can switch to a Video Call, or share their screen.

Users can switch between calls by clicking on it in the lateral bar.

Call Continuity on Network Change (SoftPhone)

The ChannelPBX Web and ChannelPBX Desktop apps require an internet connection to work, either WiFi or ethernet. The apps can keep an active conversation when an IP address change happens by switching from Wi-Fi to Ethernet.

Video Call & Screen Sharing (SoftPhone)

You can make and receive video calls between ChannelPBX users or you can turn a voice call into a video call.

During a video call, you can:

• Enable/disable the camera
• Mute / unmute the microphone
• Use DTMF
• Instant Messaging
• Screen sharing
• Answer another call
• Make another call

During screen sharing:

Both ChannelPBX Web and ChannelPBX Desktop allow you to share a browser tab, an active app, or an entire screen. By default, videos are displayed cropped to use the entire screen. When sharing a screen, the video is not cropped.

Audio & Video Conferencing

Conference Bridges

The conference bridges are created by an admin in Portal, they can be referenced in a directory for users to easily connect to. They are also available through the app's built-in search.

The conference bridges are accessible by audio and video for internal users. A conference bridge can be joined with a phone number if the proper setup has been made by an admin in Portal.

Conferences can be distinguished from other recipients with the "Join" button.

ChannelPBX Meet

ChannelPBX Meet is a personal conference room solution that can be enabled by a user by an admin. The user can then self-manage the conference rooms (creation, deletion, moderation). Users can create temporary rooms that will be automatically deleted after 24 hours.

Once the conference room has been created, the user can invite internal or external company users by sharing the conference link. The user can also organize events using the calendar app. ChannelPBX supports Google calendars, Outlook (online), Office 365, Yahoo and all the apps installed on the user's computer that support the ICS invitation format.

Joining a Conference

Before joining a conference, users can choose whether they want to enable their camera or not, and their microphone status: on or off. These settings can be changed during the conference.

Before joining a conference, users will also be able to switch to "Low Data Mode". By enabling this mode, only audio streams will be sent and received. The user will not be able to receive camera streams from other participants or their screen shares. This mode cannot be changed during the conference, the user will have to exit the conference and then rejoin it to update the settings. With this mode, the bandwidth used is extremely low, allowing mobile users or those with weak network quality to join the conference. The user can also configure their media settings: microphone, camera and audio output.

In this window, the user can configure the settings before joining the conference.

During a Conference

The following features are available during an audio conference on the web and desktop apps: 

• Enable/disable the microphone
• Enable/disable the camera
• Enable/disable screen sharing
• Collaborative chat (messages are not saved)
• Answer another call
• Make another call
• Hang up the call
• Raise/lower your hand
• Lower the hand of a participant
• View the list of participants and their microphone status
• Enable/disable moderation (ChannelPBX Meet only)
• Accept/reject join requests (ChannelPBX Meet only, if moderation is enabled)
• Exclude a participant (ChannelPBX Meet only)

The moderation is enabled, Jerome requests to join the meeting.

Henri (me) is talking: my personal interface displays my microphone in green, Romej has raised his hand and Quidam has disabled his microphone. The information is displayed on the thumbnails and in the Participants menu.

Text discussion during a conference.

Chat

ChannelPBX users can use instant messaging to chat:

• At any time in the ChannelPBX client interface
• During a call
• During a conference

You can write text messages and share hyperlinks. Clicking on a hyperlink in the chat opens a new window. Messages sent live between two ChannelPBX users are saved on the server and can be accessed at any time from any ChannelPBX app. Messages sent in a conference bridge are not saved on the server and are therefore only visible to participants who are connected at the time the message is received. File and image sharing is currently not supported.

Phone Features

Receiving a Call

A user is notified of incoming calls on all the lines and apps they are connected to, whether on a physical phone, ChannelPBX Mobile, ChannelPBX Web, or ChannelPBX Desktop.

The user can set visual and audio notifications for incoming calls, whether the app is in the foreground or background.

The ChannelPBX Desktop app also allows you to answer a call through a Pop-Up, named Call Window, that appears in the foreground of your desktop.

Call Forwarding

A user can enable and disable call forwarding and define to which number or extension calls will be forwarded.

Unconditional Forwarding

All calls will be forwarded to this number, therefore you will no longer receive any calls on your phone and ChannelPBX

Apps.

Forward on no Answer

Calls will be forwarded to this number after a certain time if the user does not answer. This time delay can be set in Portal by an admin.

Forward on Busy

Calls will be forwarded to this number if the user has multiple ongoing calls. The number of ongoing calls a user can have can be set in Portal by an admin.

Visual Voicemail

The Web & Desktop app users have access to a visual voicemail for quick review.

You have access to the following messaging features:

• Playing voice messages
• Deleting voice messages
• New voice message notification
• Voice message timestamps
• Downloading voice messages
• Caller call back

You can also receive the voice message by email as an attached wav file.

In Call Features

During a call, using the full interface, the user has quick access to features to manage the call.

You have access to the following messaging features:

• Mute microphone
• On hold
• DTMF
• Call recording controls (if allowed)
• Instant messaging (if internal call)
• Call transfer to a contact in the directory or a free extension

○ Direct transfer

○ Indirect transfer

• Ad-Hoc Conference (if several active calls)
• Access to audio and video sources and output settings
• You have access to the following messaging features:
• During a call, using the call window, the user has access to these features to manage the call.

Transfer

The user can transfer a call to a contact in the directory or to a free extension:

Direct Transfer: transfer without prior interaction with the recipient

Indirect Transfer: The transfer is carried out following a prior interaction between the recipient and the person in charge of the transfer. The person in charge of the transfer can confirm or cancel the transfer after this conversation.

The transfer feature is available as soon as a call is answered. It is available directly on the call, as shown above. The transfer feature is also available on all contacts visible in the app, both on favorite and recent contacts visible on the left or through the different directories.

Ad- Hoc Conference

When users have simultaneous calls, they can merge the calls into a conference bridge, called an Ad-Hoc conference. All participants can then hear and speak with each other. An Ad-Hoc conference allows two or more calls to be merged.

• Access the list of participants;
• Disconnect a participant;
• End the conference;
• Add one or more participants;

An Ad-Hoc conference automatically ends if the user who started the conference hangs up.

Call History

Call Logs

A user can enable and disable call forwarding and define to which number or extension calls will be forwarded.

Text Message Logs

The user has access to a history of all instant messages sent between ChannelPBX users. In the text message log, the user can recontact the recipient with one click.

Recents

The user has access to an overview of all audio, video, instant messaging and voicemail communications. The history displays the most recent events by contact.

Call Interception

Once this feature is enabled by an admin, a user can see if their colleagues' line is ringing and can answer the call with a single click.

Call Controls

Once this feature is enabled by an admin, a user can see if their colleagues' line is ringing and can answer the call with a single click.

Keyboard

The ChannelPBX Web and ChannelPBX Desktop apps allow you to control calls using the keyboard. Each key can be configured by the user within the app. The app must be in the foreground for the keyboard shortcuts to work.

Directories

The ChannelPBX Web & Desktop apps provide simplified and unified access to all directories, whether personal or corporate. To filter a specific source, click on the desired directory tab.

Favorites

This is a group of contacts that the user has saved as favorites. Favorite contacts are not separate saved contacts. They are part of one of the directories described below. All contacts can be set as favorites. You can browse your favorite contacts in the "Favorites" tab.

Personal

This is the user's personal directory saved on the E-UC Stack.

With ChannelPBX Web & Desktop apps, users can:

• Quickly search all the contacts saved by the user
• Browse the personal contacts directory in the "Personal" tab
• Edit or delete contacts in the "Personal" directory

This directory is synchronized with all the user's apps. You can bulk import a set of personal contacts from a CSV file.

Internal

The internal directory lists all the users of your organization. In your ChannelPBX Web & Desktop apps, you can:

• Quickly search all the contacts in this directory
• Browse the directory of your internal contacts in the "Internal" tab

You cannot edit contacts in the "Internal" directory. Only an admin can edit them in E-UC Portal. However, each user can edit their own information on the ChannelPBX Web & Desktop apps.

Conference

This is the directory listing the available conference rooms for your organization. In your ChannelPBX Web & Desktop apps, you can:

• Quickly search for your different conference rooms
• View the list of available conference rooms

You cannot edit conference rooms in the ChannelPBX apps. Only an admin can create, modify and delete conference rooms.

Shared

To import multiple contacts, to your favorite, personal, internal or shared phone books, Click the Import button.

After clicking the import button you will be given an option to download the sample file, fill it with your data. and then come to the "select a CSV file" and browse that file. the contacts will be added to the specific phone book or source.

Notifications

Settings

The ChannelPBX Web and ChannelPBX Desktop apps provide audio and visual notifications for the following events:

• Incoming call
• Text message
• Voice message
• Missed call

You can receive notifications in the app only or outside the app if the app is in the foreground or not. Users can set how they want to receive notifications.

Unread Notifications

The app will visually display these events to allow the user to see any missed calls.

The following events trigger a notification:

• No answer to an incoming call,
• Receiving a voice message,
• Receiving a text message

A red dot will show the number of unread notifications. You can either read events one by one or click on the button to mark all notifications as read. These unread notifications are local to the app and are not synchronized on the server.

Search

Contact

Users can search for a contact in all the directories available to them. The search uses a single word and searches in the first and last names of the contacts. You can search for a phone number in all the directories.

Text Message

You can search for a text message in all sent and received messages.

Other Features

User Presence

ChannelPBX users have visual information allowing them to know the presence status of internal contacts in the E-UC Stack.

Status

The user can add a status next to the presence one. They have different suggestions and a free field that can be used to inform colleagues of their status.

Example: "On a business trip", "Out of the office" ,"In a meeting" etc.

Audio and Video Resources

Users can set their audio and video sources for the best communication experience.

The user can take the following actions: 

• Select a microphone with visualization of sound level;
• Select speakers for voice, adjusting the sound level;
• Select speakers for ringtones and notifications, adjusting the sound level
• Select camera;
• Source test feature;

Change Password

Users can change their password when logged into the app.

Reset Password

When users are not logged into the app, they can reset their password. They will receive an email with the password reset process.

Phone Number for Mobile Phone Callback

The phone number of the user's profile can be changed using the ChannelPBX Web and Desktop apps. This number is used by the ChannelPBX Mobile app in "Mobile callback" mode and is visible to other ChannelPBX users through the contact card.

The "Mobile callback" is enabled in the ChannelPBX Mobile app and only affects calls made from this app.

Once the "Mobile callback" is enabled, the user who wants to call a contact from ChannelPBX Mobile will be called by their ChannelPBX server on their (mobile) phone using the number provided here. The user will then be connected to the called party. In addition to the mobile phone number mentioned above, users can also change their:

• First name
• Last name
• Email address

This information will be available to other users when they refresh their app.

The following features are available in the ChannelPBX Mobile app. They can be used as a Softphone or as software for physical phones.

Make a Call

To make a call, one option is to click on the Dial button. From there, you can dial the number you want to reach. Once the number is added, click on the Green Button to place the call.

Note: The last contacts called are displayed by default for quick contact. Click on one of them to call that person.

Directory

Click on the people button to display your favorite contacts. If you allow access to your personal contacts when installing the ChannelPBX Mobile app, they will be accessible in the "LOCAL" tab at the top of the app. Click on the "ChannelPBX" tab to display your favorite contacts.

Go to the search section to search for contacts and add them to your favorites. When you click on a contact, the contact's file opens.

Click on the phone icon to make a call.

1. Click on the chat icon to start a text conversation with the contact.
2. Click on the email icon to write a new email using your default email app.
3. Click on the star at the top right to add or remove this contact from your favorites.

Call History

Click on this button to display the call history. The calls are grouped together for better readability. The arrows and numbers represent the number of calls. In the example below, we had 6 calls with August Renoir, the last 3 of which were outgoing calls. This is also where you can access your voice messages. Click on the "Voicemail" tab at the top of this screen.

The play button allows you to read the voice message. The "..." button allows you to delete the message or to call the person back. 

Search

Click on the magnifying glass at the top right of the app to search for a contact.

Click on "..." on the right of the contact you want to connect with. Then, you can perform the following actions:

• Call

• Send a message

• Add to favorites or remove from favorites

• View the contact's file

Click on the plus icon at the top of this screen to create a contact.

Contact

Click on a contact to access its file. Click on "..." on the right of the contact you want to connect with. Then, you can perform the following actions:

• Call

• Send a message

• Add to favorites or remove from favorites

• View the contact's file

Click on the add contact icon at the top of this screen to create a personal contact.

Start a Conversation

To start a chat conversation, click on the "chat" button at the bottom of the app. You will then have access in chronological order to all the conversations you have had.

Click on any of them to see the content and continue the conversation with that contact. If you want to start a conversation with a contact you haven't written to yet, search for that contact and click "Send Message".

Start a Conversation

Click on the person icon to access the app and your ChannelPBX account settings.

Availability Status

The "Status" and "Availability" fields allow you to customize your session. Session details:

Call Forwarding

You can define rules for call forwarding. To do this, click on the "Settings" button and then on Call Forwarding. When a call forwarding is enabled, an orange banner appears in the app to remind you that you have an active call forwarding.

User Card

You can change your user account information by clicking on the pen icon at the top right of the screen. This is where you can change your password, among other things.

Light and Dark Mode

The Channel Mobile app comes with both a light (default named Wazo) and a dark mode called “Black”

The Operator Switchboard User Guide is your go-to resource for understanding and using this nifty tool that helps businesses handle calls effectively. As an easy-to-understand resource, this will help you whether you're a solo operator or part of a team.

Features

With the ChannelPBX Web and ChannelPBX Desktop apps, an operator has access to all ChannelPBX unified communication features along with operator-only features.Thus, features available for operators allow for optimized call management, including:

• Easy access to employee monitoring;
• Incoming call management;
• On-hold call management;
• Transfer calls directly or indirectly to an extension or a contact from directories (company, private, O365, Google, etc.) depending on availability (only for internal contacts);
• Call management using keyboard shortcuts and/or a headset

Incoming Call Management

Operators have access to a dedicated dashboard to view all incoming calls from the different switchboards they are assigned to. An operator can be assigned to one or more switchboards.

A switchboard can:

• Be reached live through DID, an extension, or through an interactive voice menu.
• Contain one or more operators, split between different centers.

Call Management

Once the call is answered, the operator can, using buttons or keyboard shortcuts:

• Mute their microphone
• Put the call on hold
• Transfer the call to a shared queue between operators
• Make a direct or indirect transfer
• Hang up the call

Incoming and waiting calls can be hung up. Calls put on hold by one operator can be picked up by any operator from the same switchboard.

CTI - Phone Management

CTI switchboard features can be used with ChannelPBX Web and ChannelPBX Desktop apps. During a call, the CTI features available are the same as those described in the dedicated documentation for the Web/Desktop apps. If the phone supports auto-answer, picking up a call from the switchboard will switch the desk phone to hands-free or headset mode. If not, the operator must physically pick up the handset to be put through with the caller.

Call Identification

In the "Operator" app, all calls are identified with:

• The caller's number, or first name / last name if available
• The switchboard name the caller belongs to

Therefore, the operator can manage calls coming from different switchboards using one single dashboard. The operator can adapt the greeting message to the caller.

Call Information Banner

When the switchboard screen is hidden, a collapsed panel will display key information such as:

• Number of incoming calls,
• Number of calls waiting.

Clicking on this information panel will display the switchboard screen. Here’s what an open menu looks like:

Notifications

Operators can configure notification options and adapt audio notifications to their needs or environment.

Transfers

The operator can directly or indirectly transfer the call. They can either transfer their call to a contact (monitoring available for platform users) or directly to a phone number. For more information on the transfer feature of the ChannelPBX Desktop/ChannelPBX apps, check the related documentation.

Shortcuts

The call can be managed using keyboard shortcuts. These shortcuts can be set by the operator. In addition to the keyboard shortcuts available to all ChannelPBX Web and ChannelPBX Desktop users, the operator can:

• Answer a call: Answer the oldest call in the incoming call queue
• Answer a waiting call: Answer the oldest call in the waiting call queue

We are excited to help you get started with the ChannelPBX Web and ChannelPBX Desktop apps. We will introduce you to the main call management features.

Receiving a Call

When you receive a call, you will be notified by a ringtone and the incoming call will be displayed on the screen as a green banner at the top of the app.

Click the green button to answer the call or the red button to reject it. When using the ChannelPBX Desktop app, if the app is not in the foreground, a pop-up will automatically appear when you receive a call.

You have access to the same features as in the app itself.

During a Call

During a call, you have access to the following features:

• Hang up the call: Red button

• Mute your microphone: Mute button

• Put your call on hold: Hold button

• Display the number pad to access a voice menu: Dialer button

• Transfer a call (see dedicated section): Transfer button

• Record your call (if available): Record button

• Chat with the person (if available): Text message button

• Switch to video (if available): Camera button

• Share screen (if available): Computer button

During your call, you can continue browsing the app or even perform another task on your computer, the call will continue. To return to the call, click on the active call highlighted in blue at the top left of the app. You can also directly manage the call (hang up, put on hold) from this section.

Transfer a Call

The ChannelPBX Web and ChannelPBX Desktop apps allow you to easily transfer your calls, either directly or indirectly. During a call, click on the transfer button. A panel appears on the right side of the app. It will allow you to transfer your call. Enter a phone number or the name of a contact, then click on one of the "Direct" or "Indirect" buttons at the bottom of this panel. The call will then be immediately transferred.

Direct Transfer: The call will be automatically transferred to the recipient. Your call ends immediately.

Indirect transfer: The caller is put on hold to allow you to speak with the recipient alone. Then you can confirm the transfer or cancel it and return to the call with your first caller.

Multiple Calls

The ChannelPBX Web and ChannelPBX Desktop apps allow you to handle multiple calls simultaneously. During a call, you can answer another call or even call another person. You will then have several calls simultaneously. Note that only one call can be active (the callers can hear each other). The other calls are on hold (music on hold is played to the caller). Any current call can be activated with one click. Simply click on the "pause" button in the desired call at the top left of the app.

Merge Calls

The ChannelPBX Web and ChannelPBX Desktop apps allow you to merge calls and create a 3-party (or more) conference. When you have multiple ongoing calls, a call merge button appears in your call buttons.

Notifications

You can configure your audio and visual notifications by clicking on the "Settings" menu and then notifications. The "Audio Notifications" option allows you to be notified by a ringtone when you are not in a call, and by a beeping sound when you are in a call.

Search

Searching in the ChannelPBX Desktop & ChannelPBX Web app is easy. Enter a name or a number, and the results will automatically appear below. Results can be either contacts that match the search or text messages. If there are many results, the "Other" result(s) option will be displayed. Click on it to see all the results.

Line Selection

If you have several phone lines, for example, a desk phone (line 1) and a ChannelPBX softphone (WebRTC), an icon in the left menu will allow you to select the line you are using. You can change at any time the line you are using. All actions you perform with the app are fully linked to the line you have selected.

Call Forwarding On Desktop

You can define rules for call forwarding. To do this, click on the "Settings" button and then on "Call Forwarding". When call forwarding is enabled, an orange banner appears in the app to remind you that you have an active call forwarding.

Call Forwarding on Mobile

You can define the call forwarding rule from within your ChannelPBX mobile app. In order to do this, click on the “Settings” button on the top right corner, and then click on “Call Forwarding”

1. Unconditional Forwarding: All calls will be forwarded to this number, which means that you will no longer receive any calls on your phone and ChannelPBX app.

2. Forwarding on No Answer:  The calls will be forwarded to this number after a specific time if the user does not answer. This time limit can be set by the admin from within the portal.

3. Forwarding on Busy: Calls will be forwarded to this number if the user has several calls in progress. The number of active calls a user can have can be set by the admin from within the portal.

When call forwarding is enabled, an orange banner will be displayed at the top of your screen. You can click on this banner to access call forwarding.

Transferring a Call on Desktop

The ChannelPBX Web and ChannelPBX Desktop apps allow you to easily transfer your calls, either directly or indirectly. During a call, click on the transfer button. A panel appears on the right side of the app. It will allow you to transfer your call. Enter a phone number or the name of a contact, then click on one of the "Direct" or "Indirect" buttons at the bottom of this panel. The call will then be immediately transferred.

Direct Transfer: The call will be automatically transferred to the recipient. Your call ends immediately.

Indirect transfer: The caller is put on hold to allow you to speak with the recipient alone. Then you can confirm the transfer or cancel it and return to the call with your first caller.

Transferring a Call on Mobile

The ChannelPBX mobile app allows you to easily transfer your calls directly. During a call, click on the transfer button. A panel will appear that will ask you to enter the name, number or extension of the person you want to transfer the call to.

Once you enter the number, direct transfers would be enabled to that particular number.

Direct Transfer: In direct transfers, the call will be automatically transferred to the recipient and your call will end immediately.

Parking an Incoming Call

Answer the Incoming Call

When your Yealink phone rings, pick up the handset or press the "Speaker" button to answer the call using the speakerphone.

Initiate Call Park

While on the call, locate the "Transfer" button on your phone. This button is usually represented by an icon that looks like an arrow or chain link.

Park the Call on Extension 191:

After pressing the "Transfer" button, dial the extension number for call parking, which is "191" in this case.

Finalise the Transfer:

After dialing the extension “191”, you can press the transfer button showing on your screen or you can hang up the call to complete the transfer process.

Retrieve the Parked Call:

You or other users will see the Park light blinking on their phones, as anyone sees the light blink, just press the blinking button to retrieve/connect to the Parked call. You can now continue the conversation.

From the Softphone or IP Phone, Press *98 and enter the voicemail PIN. This will navigate the caller to their Voicemail Box. Press 0 For Voicemail Options. Then Press 5 to reset the Voicemail PIN. Enter your new Voicemail PIN followed by the # Key, Re-enter the new Voicemail PIN followed by the # Key, and your voicemail PIN is changed. 

From the Softphone or IP Phone, Press *98 and enter the voicemail PIN. This will navigate the caller to their Voicemail Box.

Press 0 for Voicemail Options

Press 1 to Record Your Unavailable Message. This Greeting takes place when your Phone/Number is not reachable.

Press 2 to Record Your Busy Message. This Greeting takes place if you are busy and not able to pick up the call

Press 3 to Record Your Name.

Press 4 to Manage Your Temporary Greeting. This Greeting supersedes over any greeting that is Currently in place.

Please have the following information ready to confirm your identity:

• Login/Username
• Domain Name

If you do not know either of these two credentials, please contact your admin, who will then provide them to you.

Please open either the ChannelPBX Web, Desktop or Mobile app.

Resetting Your Password on Desktop

1. Please click on “Forgot Password?” on the sign-in screen.

2. Enter your email address in the “Email” field and click on “Reset”

3. A confirmation message will appear informing you that an email with the reset instructions has been sent to you. You should receive an email within a few minutes. All you need to do is follow the prompts, and you’ll be in control of your account again. If not, please check your spam. In case you still don’t find it, contact your admin, who will help you resolve the issue.

4. If the following error message is displayed, you need to check your “Domain” settings.

Click on the back arrow at the bottom of the window, then on the “Settings” icon at the bottom of the next window to access your Domain Settings.

Once there, check for the following information:

• If the Domain information registered is incorrect, please update it and restart the password reset process.
• If the Domain information registered is correct, please contact your admin for assistance in solving the problem.

Resetting Your Password on Mobile

1. Please click on “Forgot Password?” on the sign-in screen.

2. Enter your email address in the “Email” field and click on “Reset”

3. A confirmation message will appear informing you that an email with the reset instructions has been sent to you.

You should receive an email within a few minutes. All you need to do is follow the prompts and you’ll be in control of your account again. If not, please check your spam. In case you still don’t find it, contact your admin who will help you resolve the issue.