Phone and Text
Making and taking calls from your browser, plus SMS. There's no separate handset needed — the softphone lives in the navigation bar.
Everyday work
- How to Place a Call with the Softphone
- How to Answer or Decline an Incoming Call
- How to Use the In-Call Controls — mute, hold, transfer, hang up
- How to Look Up a Caller During a Call — pulling up who's on the line without leaving the call
- How to View Your Call History — and calling somebody back from it
- How to Manage Your Voicemail
- How to Send and Receive Text Messages
- How to Dial a Department with Speed Dial
- How to Set Call Forwarding and Do Not Disturb
Understanding the setup
- How Calling and Texting Work — the overall picture, worth reading once
- Phone Provider Instances Explained — why your organization might have more than one phone system connected
- Why Your Phone May Not Be Connected — start here if the dialer is greyed out
Administrator work
- How to Add a Phone or Text Provider — connecting the service that carries the calls
- How to Manage Phone Extensions — giving people numbers
- How to Review Phone Users, Devices and Voicemail — the health of the whole system
One thing that confuses everybody
In your call history, the number shown is the other person — who you called, or who called you. On outbound calls to an external number, some reports show your outbound caller ID rather than your extension. If a colleague's calls all look like they came from the same number, that's why.
