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OnSIP for Desktop & Web

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The OnSIP app is an on-the-go business phone and complete desk phone replacement. With just your laptop, you can make instant HD voice and video calls to your coworkers and other contacts. The app is also a great collaboration tool for your team, offering real-time contact availability, instant messaging, video conferencing, voicemail management, call history, and more. The OnSIP app is free to use for all OnSIP customers.

The OnSIP app is available in Chrome, Firefox, or Opera browsers at app.onsip.com (enabled by WebRTC technology), or as a desktop application for Mac, Windows, and Linux computers. For detailed instructions on how to download and install the desktop application, please visit these articles:

If you are using the web app, we recommend using Google Chrome for optimal call quality. You will need to allow your browser to access your microphone and speakers for audio and video.

Logging in

OnSIP users can log into the app with their SIP addresses and passwords.

OnSIP_app_Login_Screen_Mar2019.png

If users do not remember their passwords, they can click on the 'Forgot password' link. An email will then be sent to the email address associated with the SIP address with password reset instructions.

You can also log into the OnSIP app using your Google or Slack sign-in.  The Google and Slack sign-in uses the email address in the OnSIP user, then goes to either Google or Slack and looks for that address to authenticate against; they have to match to work. OnSIP has no input into the exchange until the match occurs.

To Disconnect from Google or Slack sign-in with OnSIP:

  • OnSIP app > Menu >scroll down to Settings > Third Party Sign In (right side) >select Disable

 

E-911 Location

After you have successfully logged into the OnSIP app for the first time, you will be greeted by an Acknowledgement screen for E911.  Once you 'Accept', the next screen wants you to set your E-911 Location. If there are multiple locations, pick the one that is specific to you.  If you are working from a location that is not listed, please contact your account admin to add your location to the list.  You can select the updated E-911 location once it's been added to your OnSIP account.

 

Take a Tour

If this is your first time using the OnSIP app, this little tour is a great start and covers most of what we have here in this Knowledgebase.  If you would prefer to 'Skip', there is a 'Getting Started' checkbox that will populate on your Home page that you can walk through at your leisure and click the X to remove.

OnSIP_app_TakeTour_Mar2019.pngOnSIP_app_SkippedTour_Mar2019.png

 

Presence

Upon login, a user’s presence state is available by default, indicated by the green line above the user's name in the left sidebar. Users can set their status to 'Do Not Disturb (DnD)' by hovering over the down arrow next to their name, and selecting 'Do Not Disturb'. The line above the user's name will change to orange, see the 2nd image below.  If you have multiple registered devices (phones), this setting will only enable the feature for the OnSIP app; no other registered device will be affected.

OnSIP_app_DND.pngOnSIP_app_Disable_DnD_Mar2019.png

To disable Do Not Disturb, simply click on the arrow to the right of your name and then click the box 'Do Not Disturb' as seen in the 2nd image above.

Note that Do Not Disturb stays active after logging out of the app, and will affect ALL registered devices even if logged out of the app.

If you are logged in, your OnSIP app is not on Do Not Disturb and all your Contacts are grayed out, to the Settings (right side, three dots) tab, on right make sure 'App Calling' is ON.

OnSIP_app_Disabled_App_Calling_Mar2019.pngOnSIP_app_AppCallingDisabled_Mar2019.png

Contacts

Upon the first login, your 'Contacts' list will be empty (left sidebar). To add contacts, click on 'Add Contact' or the plus sign (+) next to Contacts. In the Directory box, you will see a list of all users in your OnSIP organization. Select the users you wish to add to your Contacts list and click on the 'Add Contacts' button. Those users will then be added to your list in alphabetical order.

You have the option to add 'Custom Contact' as well. These are contacts outside of your organization. Simply type in their name and the 11-digit phone number or SIP address in the corresponding fields. Select the 'Create Contact' button to add your custom contact(s) to your list.

OnSIP_app_Add_Contacts_Mar2019.png

 

Selecting a contact's name on the list will bring up more information on that contact, including his/her name, phone number, SIP address, status, and internal extension. You can also click on the 'Start Call' or 'Video Call' button to initiate a call to that contact. To make a video call, both the caller and the callee need to be using video-capable phones or softphones.

OnSIP_app_Contact_Information_Mar2019.png

Removing Contacts

To remove a contact for your list, you can click on the 'X' button that appears when you click on their name on the left sidebar or click 'Remove Contact' on their contact page. Removing a contact from your list will not delete them from your OnSIP organization. You can add them back at any time using the Add Contacts function.

Presence Indicators

Once people within your organization are on your Contacts list, you will be able to see their presence status.

* green icon next to a person's name: available

* gray icon next to a person's name: offline

* orange icon next to a person's name: on a call. If a user is on a call, the time amount of that call will appear under the user's name.

A Custom Contact will always have a solid gray dot icon next to his/her name.

OnSIP_app_Presence_Mar2019.png

Note: in the image above, we are using Slack Integration which is why the icons may appear different than what you would see if you're just getting started and not using Slack.

Calling 

The OnSIP app can make and receive calls from phone numbers, internal extensions, and other SIP addresses. Video calls can be made and received to and from other video-capable phones. 

Placing Outbound Calls

The OnSIP app can be used for outbound calling to phone numbers, internal extensions, and SIP addresses. Calling phone numbers requires the use of 11 digits (1 + area code + 10-digit phone number).

To place a call from your OnSIP app homepage, enter the phone number, extension, or SIP address into the text field at the top of the page. You can also click on the 'Start a New Call' button on the left sidebar menu. Click the 'Start Call' or 'Video Call' button to initiate the call. You can also hit 'Enter' on your keyboard to start a voice call. In order to make a video call, the person you are calling needs to be on a video-capable phone or softphone.

Screen_Shot_2019-03-13_at_11.38.22_AM.png

If the person you wish to call is on your Contacts list, simply click on his/her name, their contact window will populate, then select the 'Start Call' or 'Video Call' button.

Answering Inbound Calls

An inbound call will trigger a notification within the OnSIP app providing the caller ID name and phone number. To answer the call, select the 'Answer' or 'Decline' button that appears in the calling window. The OnSIP app will automatically know if the inbound call is a video or audio call, and manage it accordingly.  You can choose to answer a video call using the 'Video' option or 'Audio Only'. You can still answer an inbound video as an 'Audio Only' - see 2nd image below.

OnSIP_app_Inbound_Call_Mar2019.png

OnSIP_app_Inbound_Video_Call_Mar2019.png

 

Call Handling Features

OnSIP_app_ButtonFunctions_Mar2019.png

While you are on a call, you can perform these functions:

Call Transfer: Select the opposite-facing arrows button to initiate a call transfer. Enter the destination for where you want to transfer the call, and select 'Attended' or 'Blind'. For detailed instructions, visit ‘Call transfers in the OnSIP app’.

Call Hold: Select the pause button to place the call on hold.

Call Mute: Select the microphone button to mute your audio.

Pause Video: If you are on a video call, you can pause (hold) your video feed by selecting the camera button.

Dialpad: Select the dial pad button to bring up a number pad (necessary if you need to enter digits for an extension, phone menu option, conference call PIN, etc.).

Volume: Select the volume button to raise or lower the audio level in the call.

To end the call, select the 'End Call' button.

Placing Outbound Calls

The OnSIP app can be used for outbound calling to phone numbers, internal extensions, and SIP addresses. Calling phone numbers requires the use of 11 digits (1 + area code + phone number).

To place a call on your OnSIP app homepage, enter the phone number, extension, or SIP address into the text field at the top of the page. You can also click on the 'Start a New Call' button on the left sidebar menu to open a calling box on any page. Click the 'Start Call' or 'Video Call' button to initiate the call. You can also hit 'Enter' on your keyboard to start a voice call. In order to make a video call, the person you are calling needs to be on a video-capable phone or softphone.

If the person you wish to call is on your Contacts list, simply click on his/her name and select the 'Start Call' or 'Video Call' button.

OnSIP__app_Placing_Outbound_Call_Mar2019.png

 

Multi-Call Management

The OnSIP app is capable of making and receiving multiple simultaneous calls, thus acting as a multi-line phone.

When a user is on multiple calls, the calls will appear in separate tabs on the left side menu:

OnSIP_app_Multicall_Handling_Mar2019.png

The active call will be marked as such, while other calls will say "on hold." Selecting another call on the left sidebar will not switch calls automatically. To switch to another call, select that call from the left sidebar, in the pop-up window click the play button (solid single arrow). This will un-hold the call on the screen and place the previously active caller on hold.

Note that if the User selects to 'Start A New Call' from the left sidebar, all active calls will automatically be placed on hold. Furthermore, incoming calls that occur when the User is on an active call will be brought to the User’s attention.

OnSIP_app_Multicalls_Switching_btwn_calls_Mar2019.png

 

Your Professional Call Link

The OnSIP app provides you with a unique link that you can place in your email signature and social profiles. This link sends those who click on it to a webpage where they can voice or video call you with the simple click of a mouse button. It's a free (Internet) call and a fun way to allow others to contact you!

 

Menu

You can access other features of the OnSIP app by hovering over the Menu in the upper right corner (three in-line dots).

OnSIP_app_Menu_Options_Mar2019.png

Home

Home brings you back to the main screen with the calling box, professional call link, and the 'Getting Started' checklist.

Conference

This feature allows you to perform video conferencing calls.  It is not for audio multi-call conferencing.  For more details on click Conference Calling with OnSIP app.

Three-Way audio conference calling is only available in Firefox.  Click here for details.

Onsip_app_Conference-Video_Mar2019.png

Recent Calls

Recent Calls displays all calls made and received (with history up to January 2015). Each call is listed with the date and time of the call, the duration of the call, and the To and From caller information. To redial, simply select a call from the list and click on the Start Call (or Video Call) button.

Settings

This feature provides customization options by the User.  Specifically, it's where you can set up your Notifications, App Calling, App ring volume, Call Preferences, Chat (Slack Integration is here), User account information, and E911 Settings.  More details on each of these features can be found further in this document.

  • App Calling: Enable/disable app calling by toggling the On/Off button. By turning off App Calling, you will no longer be able to make or receive calls using the app, you are unable to call or see the status of your Contacts, and calls to you will go to your failover if one is set.
  • App Volume: Ability to adjust the OnSIP app ring volume or turn it off completely if you wish to only use the OnSIP app for presence and messaging.
  • Notifications:
  • Call Preferences:
    • SIP Addresses: SIP Alias listed here if you have them
    • Primary SIP Address: the one you used to log into the OnSIP app
    • Global No Not Disturb - Turning this ON places all registered devices (phones) for your User on do not disturb sending all inbound calls directly to your failover.  In the Admin Portal, your Account Admin is able to see that you have turned on this feature.
    • Automatically Answer Calls - if this is turned on, any inbound call will automatically be answered by the OnSIP app.  This is not a suggested feature if you are using Queues.
  • Third Party Sign In - If you have a Slack account or Google and wish to log into the OnSIP app using OAuth but have changed your mind and want to disable,  here is where that is done.
  • Chat: If your organization uses Slack, you can enable a Slack integration with the OnSIP app. This integration allows you to send messages from the OnSIP app to a user in Slack, and vice versa. Please see our Slack Integration Knowledgebase article for more information on the feature, as well as how to enable it on your app.
  • User Profile: This displays your Avatar, Account ID, User-specific credentials, indicates how long a call will ring for before it goes to other feature/User.  You can also provide OnSIP with feedback from this page.
  • E911 Location: You can select an address to be your E911 location by selecting from the options listed.  If you have multiple locations configured for your account, you may need to scroll to find your specific location.  Account Admins, for more information on how to assign E911 location to your users, visit our article on Assign E911 Locations to Users.

Voicemail

If you have a voicemail box, Voicemail allows you to access your settings and messages.  You can see both your mailbox number and PIN and is also a convenient way to delete all or select and delete unwanted voicemail messages.

When you have a new message, an orange number will appear next to the Menu (three dots) on the right of your screen as well as next to the feature 'Voicemail' to will tell you how many messages you have in your mailbox.

OnSIP_app_Voicemail_Mar2019.png     OnSIP_app_VM_Number_of_Msg_Mar2019.png 

 

To listen to your messages, simply select the row of the voicemail you wish to hear, and a dropdown box will appear. You can play the message, download the audio file, and delete the message from your mailbox. You can call the caller back by selecting the green 'Call Back' button. If you have multiple voicemail messages and you just want to get rid of all of them, place a checkmark next to the column labeled Date and all messages are selected.  Now click the trash can in the upper right to delete all.

OnSIP_app_New_VM_Msg_Mar2019.pngOnSIP_app_Deleting_Voicemail_Mar2019.png

 

Log Out

This is the best method to log out of the OnSIP app opposed to just closing the tab or the application.  By clicking on 'Log Out' you are signed out of the OnSIP app.

 

Messaging 

Using the OnSIP app, you can send messages to other users on your OnSIP account. To send or receive messages, both users must be logged into the OnSIP app at the same time.

  1. Select a contact from the Contacts sidebar on the left. Users who are logged into the OnSIP app will have chat bubble icons instead of circle icons next to their names. If they do not have this icon, please have them log into the app.
    Contacts list in the OnSIP app
  2. Once his/her user info appears, scroll down to the Message box below his/her contact information.
  3. Type your message in the text field, and click on the Send button or press Enter to send your message.
    OnSIP_app_Messaging_Mar2019.png
  4. The recipient will receive the message in his/her OnSIP app, and any response s/he sends back will appear in the Message box on his/her contact page.

Message history with a user will only be kept for your current OnSIP app session. Once you log out of the app, your message history with all users during that session will be cleared.

Message Notifications

You can enable pop-up notifications for messages received in the OnSIP app.

  1. From the menu in the upper right-hand corner (three dots), select 'Settings'
  2. Under 'Notifications' select ‘On’ and then modify the notifications you'd like to see/receive.
  3. You will now receive notifications as you receive messages in the OnSIP app.
  4. To disable message notifications simply uncheck that specific option.

OnSIP_app_Notificaitons_Mar2019.png

Slack Integration

If your organization uses Slack, you can enable a Slack integration with the OnSIP app. This integration allows you to send messages from the OnSIP app to a user or channel in Slack, and vice versa. Please see our Slack Integration Knowledgebase article for more information on the feature, as well as how to enable it in your app.

 

Queue Status and Queue Reports

If you have Enhanced Queues with your OnSIP account and you are a queue supervisor, you will be able to see these options. For more information, please see our article on the Enhanced Queue Dashboard.

 

For more information, visit our OnSIP app FAQs page.

 

Updated March 2019

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