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PC Communicator How to Guide
Table of Contents
Communicator Versions
This guide includes features and options that are only available in the latest version of Communicator, which at this time is v6.6. Please ensure that Communicator has been updated to this version to enable all the features described. A copy of the installation files are available in the downloads section of this site.
First Time Login
After completing the install process and starting Communicator for the first time a wizard will start. The wizard will take you through the process of configuring Communicator, your login e-mail address, password and server details are required for this. Also it will prompt to install browser add-ons to enable click to dial within the browser.
Click Next
Enter E-mail and Password
Click Advanced
Enter Login Server
Click Next
If this is your first time logging in you will be prompted to change your password. Enter your new password following this criteria
Password Strength Requirements
At least 8 characters long
1 lower case letter
1 upper case letter
1 number
1 allowed special character !%*
Click OK
Enable phone options as required
Ensure to click Set as Default against Use Softphone to use Communicator application as the default device for making calls, as per above
Click Next
Summary of settings, click Finish
Browser add-ons are available to enable click to dial for phone numbers within web pages
Click Yes or No as required
If Yes was clicked, select the required browser from the drop down list and click OK
Setting a New Password
When you log into Communicator 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 including Directory, Contacts, Favourites, Call History
The main window gives access to all the functions and features of Communicator.
Across the bottom are buttons for accessing
Directory
Contacts
Favourites
History
The default icons to access Communicator features left to right are
Phone
Conference
Meeting
Chat
Voicemail
SMS (currently unavailable)
Further features available in the overflow menu accessed by clicking the hamburger menu ⋮ are
Online Self Care
Send Fax
Parked Calls
My Dialler
In addition to overflow features the hamburger menu ⋮ also has options to
Organise Icons
Change the view and sort of the directory
Show a login QR code for use with Communicator GO
Preferences
Further information on the above is covered in other sections.
Directory view
Contacts view
Favourites view
To add a contact to Favourites. From the Directory view right click on a contact and select Add to Favourites
Call History View
Available filters are Missed, Received and Dialled.
Right click options for a contact
Select Log Out from the File menu to log in as another extension
Select Exit from the File menu to close Communicator. Pressing the X in the top right will send the application to the system tray and leave it running in the background
Login screen if Communicator has been logged out. Enter E-mail Address and Password to log in, by default the last logged in extension details are remembered.
Click hamburger menu ⋮ > Contacts to change the view and sort order of contacts in the Directory
Click hamburger menu ⋮ to access overflow Communicator features
Click hamburger menu ⋮ > Organise Icons to change which icons are visible and which are overflow
The default icon order
Click and drag icon around to change what is visible all the time and which are in the overflow.
Once finished sorting icons click OK
Phone Dialler
The phone dialler is used to make phone calls.
Across the bottom are buttons to
- Access Codes – To toggle phone features on and off in the CloudPBX
- Toggle DND on/off
- Change the default device used for making calls along with adjusting available devices
Along the top are buttons to
- Hide outgoing caller ID
- Phone Registration status
- Adjust audio options
To make a call enter the number by using the dial pad, via the keyboard, cutting and pasting or via drag and drop.
Phone dialler screen
Click Access Codes to toggle phone features on and off in the CloudPBX
Clicking DND will toggle the phone in and out of DND. Status is shown on the Phone icon on the Communicator main window
Click Softphone (or the current default device) to change the default device that phone calls will be made using.
Click Softphone > Office and Mobile Phones… to enable/disable office phones from the Office tab
Click on the Mobile tab to add/change/delete external numbers that you use
Click OK to save changes
Any changes will be reflected in the available devices
Hide outgoing Caller ID options from the menu
Change the audio options by clicking 🎧. Each option for microphone, speaker and ringing device are changed individually.
To make a call enter a number into the dialler by clicking on the numbers, using the keyboard to enter or cutting a pasting a number, Click 📞 to make the call
In addition to the above a contact can be dragged onto the dialler to initiate a call
Unable to Make Calls - Call Failed Error
A common error after first installing Communicator is a ‘Call Failed’ error when making an outbound call. The cause of this is accepting the default options during installation which sets the ‘Deskphone’ as the default dialling device, and if there is not a deskphone registered against the extension the error will occur.
To fix this error open the Phone Dialler and change the default device to ‘Softphone’ in the lower right corner.
Click ‘Deskphone’ (lower right corner)
Select ‘Softphone’ from the list
Click ‘Yes’ to the confirmation warning
Make a call to to confirm error is resolved
Error message when trying to make an outbound call
Click Deskphone
Click Softphone
Click Yes to confirmation warning
Make test call to confirm error is resolved
Incoming and Ongoing Calls
The Ongoing Call screen is used to handle incoming and ongoing calls
Incoming call options
- 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
- Voicemail – Sends the call to voicemail
Ongoing call screen
Mute – Mute microphone
Hangup – End call
Transfer – Transfer the call to another destination – see Transferring Calls
Hold – Place the call on hold, click Resume to unhold call
Voicemail – Send the call to voicemail
Park – Park call – see Parking Calls
Across the top are buttons to
- Start a meeting – see
- Create a conference call – see Conference Calls
- Open the chat window – see Chat
- Adjust volumes
- Remote DTMF – To receive digits from other party
Across the bottom are buttons to
Change audio devices
Record call (if enabled)
Transfer between devices
Incoming call screen
- 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
- Voicemail – Sends the call to voicemail
Ongoing call screen
- Mute – Mute microphone
- Hangup – End call
- Transfer – Transfer the call to another destination – see Transferring Calls
- Hold – Place the call on hold, click Resume to unhold call
- Voicemail – Send the call to voicemail
- Park – Park call – see Parking Calls
Click Sound to switch between audio devices
Click Softphone (or the current default device) to transfer the call to another device
Click Volume button to adjust speaker and microphone level
Click Number Pad to display number pad to enter numbers during a call
Note: When the ongoing call screen is active pressing numbers on the keyboard will send digits during a call
Number pad displayed for sending digits during a call
Click < to return back to the ongoing call screen
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 End Call/Atxfer to complete/cancel transfer
- Complete Attended Transfer – complete the transfer
- Cancel Attended Transfer and Return to Previous Call – cancel the transfer and return to the original call
- End Call – end all calls
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 End Call/Atxfer to complete/cancel transfer
Complete Attended Transfer – complete the transfer
Cancel Attended Transfer and Return to Previous Call – cancel the transfer and return to the original call
End Call – end all calls
Parking Calls
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
The park location will be announced and a popup will display the park location
To retrieve a parked call
- Click Parked Calls from the icons or the hamburger menu ⋮
- Click 🕻 next to the call that you would like to pickup
To park a call, from the ongoing call screen click Park
The park location will be announced and a popup will display the park location
To retrieve a parked call click Parked Calls from the icons or the hamburger menu ⋮
Click 🕻 next to the call that you would like to pickup
Voicemail
To change voicemail settings including recording greeting call *123
When a voicemail is left a notification will be displayed under the extension name, the voicemail icon will flash, along with a popup from the system tray
Click Voicemail icon to manage voicemail messages
Select message
Click ▷ to listen to the voicemail
After selecting a message across the top are buttons to
- Return Call
- Move voicemail to Old Messages
- Download voicemail message
- Delete voicemail
After listening to a voicemail a window will be displayed with various options to manage message
- Close Window
- Delete Message
- Move to ‘Old Messages’
- Save to Disk
- Call the Person who left this Voicemail
When a voicemail is left a notification will be displayed under the extension name and the voicemail icon will flash
Click Voicemail icon to manage voicemail messages
Popup shown when a voicemail is left
Voicemail screen
Select voicemail
Click ▷ to listen to the voicemail
Listening to a voicemail
Across the top are buttons to
- Return Call
- Move voicemail to Old Messages
- Download voicemail message
- Delete voicemail
After listening to a voicemail the above window will be displayed
Select the desired option and click OK
Conference Calls
A conference call can be created using the following methods
Dragging and dropping a contact from the Communicator main window onto the ongoing call screen
From the ongoing call screen Click Conference button
Enter number
Click OK
Create an Instant Conference
Click Conference on the Communicator main window
Select Instant Conference
Drag and drop contacts from Communicator main window
Once all parties have been added
Click Join
Ongoing conference call window has the following options
Additional contacts can be dragged and dropped into the conference
Mute – mute microphone
Hangup – leave conference call
Hold – mute conference, will not play hold music to conference Click Resume to unmute conference
Click hamburger menu ⋮ to Mute or Remove a party
To create a conference call from an ongoing call drag and drop a contact from the Communicator main window
Alternatively Click Conference button
Enter number
Click OK
To create an instant conference from the Communicator main window
Click Conference
Select Instant Conference
Drag and drop contacts from Communicator main window
Once all parties have been added
Click Join
Ongoing conference call window
Additional contacts can be dragged and dropped into the conference
Available options
Mute – mute microphone
Hangup – leave conference call
Hold – mute conference, will not play hold music to conference Click Resume to unmute conference
Click hamburger menu ⋮ to Mute or Remove a party
Chat
Chat allows for instant messaging between Communicator and Communicator GO clients. Chat history is stored on the server and will be synchronised between clients.
The chat window has 2 halves, on the left is a list of chat sessions, on the right is the chat contents
Across the top right are buttons to
Call chat members
Search chat
Ask for Attention – Display an alert for other person requesting attention. Not available for group chats
Start a meeting
Add people to chat
Chat Information – With the following options
Chat with one person
Delete Conversation
Group Chat
Mute
Leave
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
Clicking the hamburger menu ⋮ next the search box gives options to
Create Group chat
Close All Chats – Archive chat
Show Closed Chats – Show archive chats
Legacy Chat History – Show chats from prior to v6 Communicator
Options – Chat preferences
Right clicking on a message gives options to
Reply to message
Copy message
Show Plain Text – Toggle view between plain text and rich text
Forward a message
Pin message to top of chat session
Info – Only in group chats, display seen and delivered message information
Delete message
Right clicking on a chat session gives option to
Search chat
Call chat members
Pin Chat to top of list
Mark as Unread
Close all Except This Conversation – Archive all other chats
Group chats also have Mute option
Next to sent messages is a status indication
Clock 🕔 – Message is waiting to be sent to the server
Single Gray ✓ – Message has been sent to the server
Dual Gray ✓ – Message has been sent to recipients
Dual Blue ✓ – Message has been seen by recipients
Quick Reply
Instead of right clicking on a message hovering on a message brings up a reply button
Voice Messages
In addition to text messages, voice messages can be sent, to send a voice message
Click on microphone
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 a sent 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.
The chat window has 2 halves, on the left is a list of chat sessions, on the right is the chat contents
Across the top right are buttons to
Call chat members
Search chat
Ask for Attention – Display an alert for other person requesting attention. Not available for group chats
Start a meeting
Add people to chat
Chat Information – With the following options
Chat with one person
Delete Conversation
Group Chat
Mute
Leave
To the right of the text box are buttons to
🗀 send files
☺insert emoji
➤ send message
Files and images can be copy and pasted into chat
Files can also be dragged and dropped into chat
Clicking the hamburger menu ⋮ next the search box gives options to
Create Group chat
Close All Chats – Archive chat
Show Closed Chats – Show archive chats
Legacy Chat History – Show chats from prior to v6 Communicator
Options – Chat preferences
Right clicking on a message gives options to
Reply to message
Copy message
Show Plain Text – Toggle view between plain text and rich text
Forward a message
Pin message to top of chat session
Info – Only in group chats, display seen and delivered message information
Delete message
Right clicking on a chat session gives option to
Search chat
Call chat members
Pin Chat to top of list
Mark as Unread
Close all Except This Conversation – Archive all other chats
Group chats also have Mute option
Message Status Indication (left to right)
Message is waiting to be sent to the server
Message has been sent to the server
Message has been sent to recipients
Message has been seen by recipients
Quick Reply
Instead of right clicking on a message hovering on a message brings up a reply button
Voice Messages
In addition to text messages, voice messages can be sent, to record a voice message
Click on microphone
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
Reviewing Voice Message
After ending recording
Click ► to listen to recording before sending
Click 🗑 to delete recording before sending
Click ➤ to send message
Sent Voice Message
Click ► to listen to 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.
Sending Faxes
Faxes can be sent via Communicator.
To send a fax fill in the required information in the Send Fax window
PDF File – Select PDF file to be faxed
To
Name – Can search phonebook or enter name of recipient
Fax – Fax number
Other fields are optional
From
Name – Enter from name
Other fields are optional
Comments and Status
Set options as required
Click Send Fax
During fax sending various status messages will be displayed.
To send a fax fill in the required information in the Send Fax window
PDF File – Select PDF file to be faxed
To
Name – Can search phonebook or enter name of recipient
Fax – Fax number
Other fields are optional
From
Name – Enter from name
Other fields are optional
Comments and Status
Set options as required
Click Send Fax
During fax sending various status messages will be displayed
Video Calls
Video calls are available between Communicator clients
To start a video call
Right click on a contact
Click Video Call
To answer an incoming video call
Click Video
To start a video call
Right click on a contact
Click Video Call
Incoming video call
Click Video to answer call
Ongoing video call scree
Presence
Presence and availability is viewable for contacts in Communicator. Presence is based on Communicator and Communicator GO use.
Presence statuses are
Available – No Icon
Away – 🕗 Icon
Busy – Red Icon
DND – ⛔️ Icon
On a Call – 📞 Icon
Unknown – Dark Grey Icon
To set presence
Click icon next you avatar
Click on desired presence
Phone DND will set CloudPBX extension in DND
Adjust ‘Set Away from Desktop when Inactive for’ as required
This is the amount of time that must have passed since last keyboard or mouse input before Communicator will set your presence as away. Keyboard or mouse input will change status back to available automatically.
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
To set presence
Click icon next you avatar
Click on desired presence
Phone DND will set CloudPBX extension in DND
Adjust Set Away form Desktop when Inactive for as required
This is the amount of time that must have passed since last keyboard or mouse input before Communicator will set your presence as away. Keyboard or mouse input will change status back to available automatically.
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 – A summary popup will display
Click Avatar
Click Change Avatar – To set avatar
Click Reset to Default Avatar – To return to default avatar
Select Picture
Click Open
Click Avatar – A summary popup will display
Click Avatar
Click Change Avatar – To set avatar
Click Reset to Default Avatar – To return to default avatar
Select Picture
Click Open
Updated avatar
My Dialler
My dialler can be used to automatically dial a list of numbers from a .CSV file.
To use My Dialler
Select .CSV File
Select field that contains the phone number
Select field that contains the identifier (name etc)
When ready to run dialler click Start
During running My Dialler
Click Pause – To stop dialler making next call
Click Finish – To end My Dialler
To use My Dialler
Select .CSV File
Select field that contains the phone number
Select field that contains the identifier (name etc)
When ready to run dialler click Start
During running My Dialler
Click Pause – To stop dialler making next call
Click Finish – To end My Dialler
After My Dialler reaches end of .CSV.
Communicator Preferences/Settings
Various preferences and settings are available in Communicator. A summary is given below along with commonly changed settings.
To Access Preferences
Click hamburger menu ⋮ > Preferences
Click ⚙ to the right of avatar
General
Launch Application at Startup – Automatically start communicator after logging into computer
Log in Automatically on Startup – Automatically login as last extension when Communicator is started
Always on Top – if Call and Contact window are to be on top of other windows
Contacts
Set contact sync settings for Google and Outlook
Phone
Various setting regarding calls including speed dials
Ring Volume – Adjust ring volume for incoming calls – Logging out of Communicator required for changes to take effect
Ringtone Preference – Change incoming call ringtone. Select Custom to load a custom WAV/MP3 ringtone.
Audio
Set audio devices used
Microphone – Device used for Communicator audio source
Speaker – Device used for playing Communicator audio
Ringing – Device Communicator will ring on
Test buttons can be used to confirm audio device is working along with microphone level.
If devices are not available in list click Refresh Audio Devices
If using a Plantronics (Poly), Jabra, Sennheiser or Yealink headsets enable headset support as required to enable headset buttons to interact with Communicator.
Video
Settings regarding video. Surveillance allows for viewing security cameras within Communicator.
Meeting
Settings for Communicator meetings.
Modules
Settings for external application integrations such as CRM, Call Popup, Skype, Browser Click to Dial. Only available modules can be configured.
Alerts
Set alerts for Communicator
Bring application to Front when I Receive a Call
Notify me when I Receive a Phone Call
Notify me when a Contact Come online via Desktop
Notify me when I Receive a New IM Message
Notify me when Somebody Joins a Conference
Notify me when Call is Finished
Black Chat Notifications when Screen Sharing
Notify me when I Receive SMS Message
Enable and change Chat notification sounds
Messaging
Set download location for chat files and font settings
Profiles
Setup profiles when using multiple extensions, must be logged out to enable.
Busylight
Configure Yealink busy lights
Advanced
Advanced settings for Communicator.
General Communicator Settings
Launch Application at Startup – Automatically start communicator after logging into computer
Log in Automatically on Startup – Automatically login as last extension when Communicator is started
Always on Top – if Call and Contact window are to be on top of other windows
Phone Settings
Ring Volume – Adjust ring volume for incoming calls – Logging out of Communicator required for changes to take effect
Ringtone Preference – Change incoming call ringtone. Select Custom to load a custom WAV/MP3 ringtone.
Audio Device Settings
Microphone – Device used for Communicator audio source
Speaker – Device used for playing Communicator audio
Ringing – Device Communicator will ring on
Test buttons can be used to confirm audio device is working along with microphone level.
If devices are not available in list click Refresh Audio Devices
If using a Plantronics (Poly), Jabra, Sennheiser or Yealink headsets enable headset support as required to enable headset buttons to interact with Communicator.
Alerts Settings
Bring application to Front when I Receive a Call
Notify me when I Receive a Phone Call
Notify me when a Contact Come online via Desktop
Notify me when I Receive a New IM Message
Notify me when Somebody Joins a Conference
Notify me when Call is Finished
Black Chat Notifications when Screen Sharing
Notify me when I Receive SMS Message
Enable and change Chat notification sounds
Meetings
Video meetings are available in Communicator if enabled in the CloudPBX.
There are two ways to start a meeting
From the ongoing call screen
Click the meeting button at the top of the screen
From the Communicator main window
Click Meeting icon
Select Instant Meeting from drop down
Drag and drop participants onto the screen
Once all participants have been added
Click Start
Click Yes on the confirmation popup to start meeting
A meeting notification will be displayed to Communicator participants, an email will be sent with a link to join the meeting also. When joining the meeting select desired device to use for audio.
The ongoing meeting window has buttons across the bottom to
Record – Record video and/or audio. Click ^ to adjust settings
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
Chat – View meeting chat with all meeting participants
End/Leave Meeting – Host will have option to end meeting, participants will have option to leave meeting
Options – Options for meeting including invite links
From the participant list, the host has options to mute and remove participants from meeting and invite others by
Click + Invite (Top left)
Select people to invite
Click Invite
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 lower right.
To share a screen or application to meeting participants
Click Share Screen
Select what you would like to share (if application is not displayed ensure that application is not minimised)
Click Share App
During screen sharing the toolbar will be moved to the top of the screen and will automatically hide. Participant videos are reduced in size with buttons across the top to
Minimise – Hide all videos
Show Speaker – Show video from speaker
Show List – Show list of videos
Show Screen Sharing Preview – Show preview of screen sharing
Remote control can be granted during screen sharing to do this
Click Remote Control
Click on participant to grant remote control
A notification will be displayed to participant that has been granted remote control access
Participants without Communicator can join the meeting by opening the link in the email in a web browser. A warning will be shown with required steps to enable camera and microphone. After enabling camera and microphone
Enter name and email address
Click Join Meeting
Once joined the view is similar to that of Communicator with similar functions
To start a meeting from the ongoing call screen
Click the meeting button at the top of the screen
To start an Instant Meeting
Select Instant Meeting from drop down
Drag and drop participants onto the screen
Once all participants have been added
Click Start
Confirmation to start the meeting
Click Yes to start meeting
A meeting notification will be displayed to Communicator participants, an email will be sent with a link to join the meeting also
Select desired device to use for audio when joining the meeting
Ongoing meeting window
Across the bottom are buttons to
Record – Record video and/or audio. Click ^ to adjust settings
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
Chat – View meeting chat
End/Leave Meeting – Host will have option to end meeting, participants will have option to leave meeting
Options – Options for meeting including invite links
Chat is available sharing with all meeting participants
Participant list, host has option to mute and remove participants from meeting
To invite others to meeting from participant list
Click + Invite (Top left)
Select people to invite
Click Invite
Click button in lower right corner of meeting screen to toggle between Grid Layout and Speaker Layout
To share screen
Click Share Screen
Select what you would like to share (if application is not displayed ensure that application is not minimised)
Click Share App
During screen sharing the toolbar will be moved to the top of the screen and will automatically hide.
During screen sharing participant videos are reduced in size with buttons across the top to
Minimise – Hide all videos
Show Speaker – Show video from speaker
Show List – Show list of videos
Show Screen Sharing Preview – Show preview of screen sharing
To grant remote control during screen sharing
Click Remote Control
Click on participant to grant remote control
This notification will be displayed to participant that has been granted remote control access
Participants without Communicator can join the meeting by opening the link in the email in a web browser. A warning will be shown with required steps.
Depending on browser the process may be different, click Allow for the meeting to use camera and microphone
After enabling camera and microphone
Enter name and email address
Click Join Meeting
Once joined the view is similar to that of Communicator with similar functions.
