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The OnSIP App

September 2017

Release Notes Here

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 and Windows 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.

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.

Presence

Upon login, a user’s presence state is set to ‘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, and a message will appear at the top of the page reminding the user that DnD is enabled.

To disable Do Not Disturb, simply select 'Available' from the dropdown menu, or click on “Disable?” in the message at the top of the window.

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. 

Contacts

Upon first login, your Contacts list will be empty. 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 gray Add Contacts button. Those users will then be added to your list in alphabetical order.

You have the option to add Custom Contacts 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 green Create Contact button to add your custom contact(s) to your list.

Presence Indicators

Once people within your organization are on your Contacts list, you will be able to see their presence status. A green icon next to a person's name means they are available, a clear icon means they are offline, and an orange icon means they are on a call. If a user is on a call, the time amount of that call will appear under the user's name.

Note that a Custom Contact will always have a clear icon next to his/her name.

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 green Voice 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.

Removing Contacts

To remove a contact for your list, you can click on the “X” button that appears when you hover over 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.

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.

Answering Inbound Calls

An inbound call will trigger a notification within the app providing the caller ID name and phone number. To answer the call, select the green Answer Call 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.

Call Handling Features

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

 Call Transfer: Select the opposite-facing arrows button to transfer a call, and enter the destination number for where you want to transfer it.

  • You can also perform a drag-and-drop transfer by clicking and holding the call transfer button on the call you wish to transfer, and dragging the call to someone in your Contacts list. You will see a translucent image below your cursor that says "Drag call to transfer."

  • You can also drag-and-drop transfer a call by clicking and holding the call tab on the left sidebar for the call you wish to transfer, and dragging it to someone in your Contacts list.

 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 dialpad 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 orange 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, a 1 + area code + phone number.

To place a call on the 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 green “Voice 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 Voice Call or Video Call button.

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:

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 and click the play button. 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.

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! 

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.
    Sending a chat message in the OnSIP app
  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 left-hand corner, click on 'Settings.'
  2. Scroll down to the Notifications box, and select the ‘On’ button next to ‘On Chat.’
    Turning browser chat notifications on for the OnSIP app
  3. You will now receive notifications as you receive messages in the OnSIP app.
  4. To disable message notifications, select the ‘Off’ button next to ‘On Chat.’

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.

Menu

You can access other features of the OnSIP app by hovering over the Menu in the upper left corner.

Home

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

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.

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 green Voice Call (or Video Call) button at the top of the page.

Settings

Settings provides customization options by user.

  • Browser Calling: Enable/disable app calling by toggling the On/Off button. By disabling app calling, you will no longer be able to make or receive calls using the app.
  • User Profile: This displays your personal information, including your name, phone number, internal extension, account ID, call forwarding options, auth username, and SIP password. You can upload/change your profile picture in the OnSIP app and change your app login password here.
    • Set your personal call forwarding preferences with the two options for “Inbound Calls Ring For” and “Then get sent to.” From the "Inbound Calls Ring For" dropdown menu, set the time length that you want calls to ring for before they are sent to your failover destination. Then, choose the failover destination from the "Then get sent to" dropdown menu. Note that your Account Administrator will have to add a voicemail box or external phone number (e.g., a smartphone) in the Admin Portal before you can send calls to that number. For instructions on how to add external phone numbers in the Admin Portal, see the Configure User Call Forwarding Preferences Knowledgebase article.
  • Call Preferences: Here, you can register or unregister your associated SIP addresses by toggling the On/Off button(s). You can also set your primary SIP address by choosing your preferred address from the dropdown menu.
    • Finally, you can opt to auto-answer incoming calls by toggling the On/Off button. In Chrome or on the desktop app, the OnSIP app can be set to auto-answer incoming calls— meaning incoming calls will be automatically answered, requiring no user intervention.
  • 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.
  • App Volume: Use the blue bar to adjust the volume of your audio.
  • Notifications: Set app calling notifications for when you are not actively looking at the OnSIP app. These are desktop pop-up notifications for call hangups, incoming calls, call transfers, Enhanced Queue alerts, and chat messages. Each of these can also be enabled and disabled individually.
  • E911 Location: You can select an address to be your E911 location by clicking on the arrow next to the displayed address. This will open a list of E911 locations added to your OnSIP account by your admin user. Select your location from the available options and click the green “Set Location” option. If you have multiple locations you may need to scroll down to see your address.
  • Queue Alert Rules: If you have Enhanced Queues on your OnSIP account and you are a queue supervisor, you can configure Enhanced Queue Alert Rules.

Voicemail

If you have a voicemail box, Voicemail allows you to access your settings and messages. When you have a new message, an orange exclamation point will appear next to the word 'Menu,' and a number next to 'Voicemail' in the dropdown menu will tell you how many messages you have in your mailbox.

Voicemail Settings
  • View your voicemail number and password.
  • Add a custom voicemail greeting (must be a .wav file).
  • Select whether to notify your desk phone of new voicemail messages.
  • Select your voicemail-to-email settings, including email address destination.
    • No email
    • Email - Receive an email with each new voicemail, with no attachment.
    • Email with .wav attachment - Receive an email with each new voicemail, including a .wav file attachment of the message audio.
    • Email with deleted .wav attachment - Receive an email with each new voicemail, including a .wav file attachment of the message audio. Your voicemails will be deleted from the app if you select this option.
  • Select the option to announce the caller ID, date and time, or duration of each voicemail message as part of the audio playback.
  • If you make any changes, click the green “Save” button to update your settings.

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 by selecting the 'X' next to the message time in the Duration column. You can call the caller back by selecting the green “Call Back” button. Selecting the “Delete All’ button will erase all voicemails in your voicemail box.

Log Out

Clicking Log Out signs you out of the OnSIP app.

 

For more information, visit our OnSIP app FAQs page.

 

Updated August 2, 2017

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