Created March 16, 2016
The OnSIP app is a free webphone app available to all OnSIP Hosted PBX customers. Enabled by WebRTC technology, the app fuses together extensive calling features with phone presence and contact management. Use the OnSIP app as your on-the-go phone or complete desk phone replacement.
Login to the app using your Chrome, Firefox, or Opera browsers. Chrome is considered the optimal browser for usability, since Firefox requires the user to click an extra button “Share devices” on every call. It is highly recommended that OnSIP app users utilize a headset with a microphone and speakers for an optimal calling experience.
The OnSIP app is located at app.onsip.com. OnSIP users can log in with their SIP addresses and web passwords.
If users do not remember their web passwords, they can select the “forgot password” link below the web password entry field and reset them with their SIP addresses. Note that password reset instructions will be sent to the email address associated with the SIP address entered.
Upon login, the user’s presence state is set to ‘Available’ by default, indicated by the green line above the user's name. 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 choose Disable? from the top of the page.
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.
Upon first login, your Contacts list will be empty. To add contacts to your list, click on Add Contact or the plus sign (+) next to Contacts. In the Directory list, you will see all users in your OnSIP organization. Select each user 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.
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.
Contacts' Presence Status & Information
Once people within your organization are in your Contacts list, you will be able to see their presence status. A green circle next to a person's name means they are available, a clear circle means they are offline, and an orange circle 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 Custom Contacts will always have a clear circle next to their name.
Selecting a contact's name will bring up more information on that contact, including his/her phone number and SIP address, and the ability to voice or video call him/her by selecting the green Voice Call or Video Call buttons. To make a video call, both the caller and the callee need to be using video capable phones or softphones.
Calling on The OnSIP App
The OnSIP app can receive calls from the PSTN, extensions, phone numbers, and other SIP addresses (SIP URIs). The app can also make calls to the PSTN, extensions, phone numbers, and other SIP addresses (SIP URIs). 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 and phone number. To answer the call, select the green Answer Call button that appears in the notification 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 menu 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 keypad (necessary if the phone number you called is answered by an auto-attendant menu).
Volume: Select the volume button to raise or lower the call volume level.
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, extension, and SIP addresses (SIP URIs). Calling the public telephone network requires the use of 11 digits, a 1 + area code + phone number.
To place a call, simply click on the Start a New Call button in the upper left corner, enter the phone number, extension or SIP address (SIP URI) you wish to call, and click on the green Voice Call or Video Call button. 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 the name and select the Voice Call or Video Call button to place a call to him/her.
Ensuring Call Success
On the first inbound or outbound call, the user will be asked to allow Chrome to share his/her camera and/or microphone with the OnSIP app. The user will also receive a prompt that will appear as an orange band in the top of the browser window. Calls will not work if the user declines to hit the ‘Allow’ button.
On inbound or outbound calls, the user will be asked to share his/her camera and/or microphone settings with the OnSIP app. The user will also receive a prompt that will appear as an orange band in the top of the browser window. Calls will not work if the user does not share his/her media settings. Unlike Chrome users, Firefox users will need to share their media settings on each call.
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." Users can toggle between the calls by selecting the call in this menu, and can use the call handling features (mute, transfer, hold, etc.) as needed.
Users can cycle through tabs and view more detailed information about each call without actually activating (taking the call off hold) the call corresponding to the tab they are viewing. For example, if you are actively talking to Jane, but want to view custom information about caller Bob (who is currently on hold) you can select the tab corresponding to your call with Bob, and look at his custom information without interrupting your conversation with Jane. To then start talking to Bob, you would simply toggle the hold button when viewing his tab, which would then put Jane on hold.
Note that if the user selects to start a new call from the tab column, 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!
Using the OnSIP app, you can send messages to other users on your OnSIP account with OnSIP Messaging. To send or receive messages, both users must be logged into the OnSIP app at the same time.
- Select a contact from the Contacts sidebar on the left. Users that are logged into the OnSIP app will have chat bubble icons next to their names. If they do not have this icon, please have them log into the app.
- Once his/her user info appears, scroll down to the Message box at the bottom of the page.
- Type your message in the text field, and click on the Send button or press Enter to send your message.
- The recipient will receive the message in his/her OnSIP app, and any response s/he sends back will appear in the Message box.
Message history with a user will only be kept for your current OnSIP app session. Once you log out of the app, or refresh your screen, your message history with all users during that session will be cleared.
You can enable popup browser notifications for messages received in the OnSIP app.
- From the Menu in the upper left-hand corner, click on 'Settings.'
- Scroll down to the Notifications box, and select the ‘On’ button next to ‘On Chat.’
- You will now receive notifications in your browser as you receive messages in the OnSIP app.
- To disable message notifications, select the ‘Off’ button next to ‘On 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.
You can customize your OnSIP app by hovering over the Menu in the upper left corner.
Home brings you back to the main home (login) screen.
For more information on Queue Status and Queue Reports, please see our article on the Enhanced Queue Dashboard.
Recent Calls displays all calls made and received (from Jan. 1, 2015), the date and time of the call, the duration of the call, and the To and From caller information. To redial, simply select the call from the list and click on the green Voice Call (or Video Call) button at the top.
Settings provides customization options:
- Enable/disable Browser calling by toggling the On/Off button.
- Upload/change a profile picture on the OnSIP app, and change your password.
- Set your personal call forwarding preferences. You will see 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.
- Register/unregister associated SIP addresses that you may have by toggling the On/Off button(s).
- Set your Primary SIP Address by choosing your preferred address from the dropdown menu.
- Auto-answer incoming calls by toggling the On/Off button. In Chrome, the OnSIP app can be set to auto-answer incoming calls- meaning incoming calls will be automatically answered by the phone, requiring no user intervention.
- Adjust the app volume.
- Set app calling notifications for when you are not actively looking at the OnSIP app browser tab. These are desktop pop-up notifications for call hang ups, incoming calls, call transfers, and Enhanced Queue alerts, and can be enabled and disabled individually.
- Set your E911 location.
- Configure Enhanced Queue Alert Rules.
Voicemail allows you to access your voicemail 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.
- Access your voice mailbox information, such as voicemail number and password.
- Set and edit your voice mailbox settings, such as Voicemail-to-email, and email address destination.
- View and listen to voicemails in your mailbox. 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, and even delete the message from your mailbox by selecting the 'X' next to the message time in the Duration column. Selecting the Delete All button will erase all voicemails in your voice mailbox.
Log Out signs you out of the OnSIP app.
Call Quality Network Recommendations
Ethernet connections will always give a more consistent call quality than wireless. If you are using wireless, make sure that the device and access point are of the N wifi standard or better for optimal results.
Updated July 21, 2016