Getting Started

Installing the Software

NOTE: Select ‘Auto login’ to prevent entering user credentials again.

Navigating the Software

1. HOME – Selecting the home button brings the main menu functions into focus. Main Menu options include Presence, Address Book, Call History, and Configuration.

2. RECENT CALLS – View the most recent calls. Recent calls can be dialed by selecting the phone number

3. PREFERRED DEVICES – Select your preferred device from the drop-down menu.

4. DIAL PAD – Use the dial pad to place an outbound call.

5. EXIT – Use the Exit button to Log out or Exit the OneCloud CRM Integrator. If you Exit the software, you will not receive notifications on your PC.

6. SEARCH – Search for a number or contact name directly from the Tray menu. Selecting a phone number in the search places an outgoing call.

7. PIN – Pin your presence window to always be visible on the side of your display. Change the side it’s displayed in the configuration. The window can be resized it fit your needs.

8. SORT AND GROUP – Sort and group your colleagues for easy navigation.

9. SEARCH – Search for a number or contact name. Selecting a phone number in the search places an outgoing call.

10. HOVER MENU – Hovering the mouse cursor on contact will display the context menu.

Icon	Action	Description
	Call	Call the contact.
	Search	Select the search icon to show more details about the contact.
	Favorite	Add the contact to your favorites.
	Chat	Send a chat to the user in Microsoft Teams. (This option only displays if turned on in Configurations.)

USER STATUS

A user’s current call status is indicated by the color of the icon.

Active Call Options

INCOMING CALL OPTIONS

On an incoming call, a preview window presents an information summary when a call is made or received. Hover the mouse over the tray menu icon to show the preview window. When receiving an incoming call, the soft keys will display the following options.

Icon	Action	Description
	Answer	Press Answer to answer the call on your preferred device.
	Deflect	Deflect transfers a call directly to another extension without answering it. Select Deflect, enter the extension or phone number, then select the green check.

NOTE: The Preview window is hidden after 10 seconds by default.

CALL CONTROL OPTIONS

Once on an active call, the following call controls will be available:

Icon	Action	Description
	Hang Up	The hang-up button ends the call.
	Pause	Deflect transfers a call directly to another extension without answering it. Select Deflect, enter the extension or phone number, then select the green check.
	Resume	When you have a call on hold, the hold button changes to a resume button. Select it to resume the call. NOTE: The hold button is not utilized for transferring calls.

TRANSFER

With a call connected, two different transfer options are available:

MULTIPLE CALLS

The preview windows will be stacked, with the active call in the front. Select the header from the inactive preview window to put it into focus.

Clipboard Dialing

Any telephone number copied into the Windows clipboard can be dialed via an automatic pop window, offering the option to dial the number. Just click the Call icon to dial.

Web Page Dialing

The software can recognize telephone numbers in web pages and convert them to a quick dial hyperlink. Simply click to dial directly from the web page

Integrations

Integrations connect a CRM or application with the telephone platform.  Oncoming or outgoing telephone numbers are matched to a contact record in a CRM.  This enables features such as Contact Popping and Address Book Search.

ADD A CRM INTEGRATION

1. Navigate to the Configuration window.

2. Select (Add new) to add a new CRM integration.

3. Choose the desired application from the list and select Set.

NOTE: Only Standard Integrations will appear in the list. After completing the configuration steps, select Save.

4. Check the connection status of the integration.

5. Test search by selecting ‘Test’, enter the contact number, then select Search.

NOTE: Test search may be unavailable with certain CRMs or applications.

6. Depending on your CRM, you may have additional settings and options. In the example below, Salesforce integration allows you to set up objects, caching, and activities.

NOTE: Caller ID formatting can impact the behavior of Contact/Company matching in certain CRM Integrations.

To check the recognized dial plan for the user, open the Log settings under the About section of the application's Configuration. If on a US/Canada dial plan, the "Direct Number" field should display as +1 followed by the 10-digit number:

If the formatting does not display as such, please contact TelWare Support in order to get this resolved.

Common Settings

We’ll cover some settings below to get you started with the most common settings.

USE TEAMS FOR PRESENCE

This setting will change your presence in the app (and busy light if applicable) when your Team’s status changes.

1. Press Configurations.

2. In the Configurations pop-up window, select Devices.

3. Check the box labeled “User for presences (beta)” Under the Microsoft Teams header.

4. Another pop-up will appear.

5. Log in to your Microsoft Account.

6. Hit Save.

To set up hotkeys, go to Configurations, then Interface. You can set hotkeys to make, answer, and hang up calls.

SOFTPHONE AUDIO SETTINGS

If you plan to use the built-in Softphone to make and receive calls, verify your Audio settings are set up how you’d like them.

NOTE: Use this feature only when the desired device is not auto-detected by default. Do not change the other settings without consulting your admin or TelWare support.

• MICROPHONE  |Select the preferred device and move it to the top of the list.
• SPEAKER  | Select the preferred device and move it to the top of the list.
• RINGER  | Select the preferred device and move it to the top of the list.

PREFERRED DEVICE

Verify the CRM Integrator is set to use your preferred device. Options will include any hardware phones, softphones, and Microsoft Teams (if applicable.)

SHOW AVATARS

To display profile photos from OneCloud, you must enable Gravatar on your app.

1. Press Configurations.

2. In the Configurations pop-up window, select Devices.

3. Check the box labeled “Use Gravatar” Under the Public Image Service section.

4. Hit Save.