Toggle navigation

VUC User Guide

Version 1.0.1

Welcome to the Virtual Landlines VUC user guide. This user guide covers all the VUC features which can be viewed here. The below videos can be viewed and will provide you with a quick overview of the VUC Dashboard and features.

In the Virtual Landlines service,  email addresses are the users’ logins. The email given when creating a company account will become the admin user.

The admin has access to additional functions which are grouped under the Settings menu.

During the sign up you need to enter the total number of users. The number includes the admin account and accounts for your colleagues.  This limit can be changed later from the Settings/Account menu.

When you log in for the first time as the admin account your first task should be to create accounts for your colleagues.  To do so enough is to put their email addresses in the form on the initial screen. The platform will send each user create a welcome email with login details.

 

Adding phone numbers in this stage is optional. Each user can add his phone number himself after logging in to the portal and then to the My profile section.

Each user can modify his profile settings through the My profile menu. To get there click on the avatar in the left top corner and choose My profile from the menu.

The picture below shows the fields and setting options included in this menu.

On top of the screen is a set of buttons leading to certain features screens. They will be described in greater details in separate sections of this document.

Profile Details

A user can set his profile details seen by other users. To add a profile picture (avatar) click on the default picture and choose whether you want to use a camera or upload a previously stored file. A user can also add or modify his mobile number if he wishes to use this number as his caller ID when making calls from the Virtual Landlines platform.

Branch and extension numbers

Besides the profile details My profile includes the Branch and Extension numbers which are “read only” as they can be set only by the admin user.

Branch can be a department within the company or a physical location. It makes using the company directory easier. Also, using branches simplifies the internal numbering plans as explained in the Adding users section. If you do not want to use branches all users will be assigned to the “default” branch.

Extension numbers cannot be modified or added from the My profile menu. Only the admin can do it from the Settings/Users menu. Here a user can see his extensions.

Caller ID

Caller ID is the number shown to the called parties when calling offnet numbers.

A user can choose one of the numbers assigned to the company i.e. the default company line added during the signup process or a number purchased from the Settings\Accounts. Only the admin user can purchase phone numbers.

From the numbers assigned to the company the ones which can be used as caller ID by a user are those which are:

  • Explicitly mapped to the user in the Settings\Numbers menu
  • Mapped to a Voice Menu
  • Shared with other user using time routing

In addition, a user can set as caller ID his own mobile number under condition that the number has been verified.

Ringback Timeout

Ringback timeout is the time for which an incoming call can ring on your devices. When it elapses, the rules defined in Find me menu will be triggered. By default, incoming calls are directed to voicemail.

Click to call me

The click to call me feature creates a link which you can put on a website or include in your email signature as an easy way of contacting you either through a call or text.

Click on the pen icon to open the configuration panel.

Name – this is for you only to recognize calls coming from this particular “click to call” link. The calls will be shown as c2c_Name_(display_name), where display_name is the name entered by the caller when prompted after clicking the link.

My name shown to the caller – it is the name shown on the top of the page which open after clicking the click to call link.

Chat– this option enables chat on the click to call page.

To see what the click to call page looks like click on the arrow icon.

Click on the copy icon to get the link copied to your clipboard.

The company directory stores records of every user that belong to the company account. The list view in the sidebar shows the names of the users with their status texts.

You can use branches filter to see your colleagues from certain branch only.

There is also a search function which instantly filters the results.

Click on a row representing a user and the chat view will open on the right. This is the main panel showing all the past communication events in a form of conversation. More on the internal communication among users is explained in further chapters.

On the top bar you can see real-time presence status of the user.

Contact info

To see user profile, click on the profile or click on the menu icon on the right of the bar and choose Contact info.

The Last seen is shown when the user’s status is offline.

The offline/online statuses refer only to mobile apps and web portal and indicate when a user is logged in. Still you can call an offline user as the platform supports PUSH notifications and as long as he is connected to internet the call or chat will reach him.

Channels in common shows the list of channels shared by you and the user.

Starred messages group all the messages that you have marked as starred in this conversation.

Mute

his function disables sounds notifications for calls and messages sent by this user. If you check Mute in the portal the function will work on all your devices.

Contacts menu lets you browse the web phone book.

Both the web and mobile contacts are private – only the user created or uploaded them will see them.

You can choose which contacts you want to see by clicking the filter box under the Search field. The default option is All. You can expand it and you will see the Web contacts and list of your devices.

 

Web Contacts

You can add contacts through the portal. They will be available on the web.

Click on the plus button to add a new contact. To see contact details click on the menu on the right side of the top bar.

To start a call or to send an SMS click on the contact. The chat window will open on the right.

The Virtual Landlines application allows you to buy a phone number from any of 65 supported countries and more than 8000 cities.

During the signup one or more phone numbers are assigned to your account. You can then add more numbers directly from the portal. The process is fully automated. The moment you place an order the number is assigned to your company account and available to use on your setup panel.

Note: Certain countries requires special registration and supporting documentation will be required. Click here to view all countries with requirements.

By default, the numbers are routed to the admin user. You can configure inbound routing from the Settings\Numbers menu.

Adding a Number

Only company’s admin can order new numbers.

Buying numbers is not available with the Trial package.

To buy a number go to Settings\Numbers menu and click on the Add phone number.

Inbound Routing

If someone calls a newly added number it will ring on the admin device. To change the routing go to Settings\Numbers and find the entry representing given phone number.

If you want to select another user just click on the Route name list and select another user. There are also other route types that may be useful in your company.

Extensions are short three digits numbers plus two digits branch prefix. Within the same branch you do not need to dial the prefix. If you do not use branches all extensions are created in the default branch.

Extensions can be assigned to:

  • Users (it makes easier to dial manually from a device)
  • Call group
  • Extensions are shown in the Settings\Numbers menu.

When adding a new extension choose a branch of leave default if you do not use branches. Then define extension number – has to be unique within branch. Next choose the route type and select the route object.

The click to call feature enables communication directly from a web browser simply by clicking a link. It is another dimension of your business phone line. You can generate a link in VUC portal and place it on your website, associate it with a “call me” button or use in your email signature. Website visitors or email recipients do not have to sign in or download any additional software as the entire app is based on technology supported by browsers.

  • HD audio
  • Video
  • Instant messaging

When creating a click to call link you can decide what options should be allowed. You can let your customers chat with you or even have a video conference while browsing your website.

Both calls and chats will be received on your browser or even you can answer a call on your Yealink phone.

The answering rules will work too – if a c2c link is directed to a user his answering rules will be used like for any other incoming call.

Time spans

You can define exceptions using Time Spans and define when the inbound calls or chats should be diverted to other users or call group.

From Virtual Landlines you can call other users as well as phone numbers from other networks (mobile or landline). User to user calls are referred to as free, both in the portal and mobile apps.

  • Free onnet calls- limited to the company users, enabling greater capabilities
  • Paid offnet calls –calls and SMSs to external numbers.

Calls can be started from contacts, company directory or the recent history menu by clicking an icon representing voice call or video call.

Video icon is available only for the onnet calls.

User to user audio calling uses HD voice codec which is also dynamically adjusting to different network conditions.

The call button by default initiate onnet call. If you want to call external phone numbers hover mouse over the button and you will see the menu with the paid call option. You can also click on the avatar which will open the contact info panel with the list of all user’s phone numbers.

You can also make a call from the dialpad. To open it go to the Recents menu and click on the dialpad icon in the lower part of the list. The dialpad lets you enter a phone number and make a call or send SMS to it.

Encryption and media path

Calls made between users using our mobile apps or portal are fully encrypted using DTLS/SRTP.

The portal and the apps use the ICE mechanism for establishing media path. They always try to connect first in peer to peer mode, so the media – audio and video, are sent directly between users, without going to the server. If you are in the same local WIFI almost for sure the media path will stay within the network and thus the quality of the connection should be perfect.

Video Call

To start video call, click on the video icon next to the call button. The button is shown only for the onnet contacts.

While in the video call, you can click on the full screen icon.

An active call is shown in the left top corner, on the sidebar. Below the picture of the called contact there are call icons:

  • hold
  • video (enables video, available only for user to user calls)
  • transfer
  • end call

Transfer

Transfer lets you send a connected call to another number – either onnet or offnet. The caller is put on hold while the call is being transferred.

Multiple Calls

The portal and mobile apps support two connected calls at the same time. While in a call you can initiate a new one. The first call will be put on hold, the second call will be active. Another case is that you receive second call during an active call. If you answer the first call will be put on hold.

The status of the calls – active or on hold, is shown on the top of the sidebar. Click on a call to switch between calls. The clicked call will become active and the other will be put on hold.

Three way calling (ad-hoc conference)

Two simultaneous calls can be merged into a conference by clicking the merge button. A new channel is created with the name “Conf call by username initiating the conference” with all three parties added as channel’s members.

The conference initiator and other onnet members will automatically connect to the channel’s audio bridge.

If a call is of offnet type it will be transferred to the bridge and will be shown in the channel as guest member.

Once the conference is created you can add other users or invite non-company users by email or send PIN for dial in access. More on the channel’s audio conferencing is described here.

Chat panel shows all the communication events with the contact. There are bubbles representing messages, calls, voicemails and attachments.

Messages exchanged among users are referred to as chats.

Messages sent to offnet numbers are referred to as SMS.

When you open a chat panel with a company user the default message type will be chat.

Offline History

All chats are stored on the server. The offline history is synced across all devices. Even if you receive a chat on for example portal it will be on your mobile app too.

Delivery and read confirmation

When a chat is received by the other user you will get a delivery confirmation which is represented by a double blue tick on the message bubble. One blue tick indicates only that the chat has been received by the Virtual Landlines cloud platform.

When a user open chat containing the received message, the sender will get read confirmation and the double ticks will change color to dark blue.

Chat’s delivery statuses:

  • Sent – one blue tick, message reached the platform
  • Delivered – two gray ticks, message reached the destination device
  • Read – two ticks change color to blue, the receiver opened chat window with the message

SMS

SMS can be sent to offnet phone numbers – from contacts or entered in the dialpad. To send an SMS to a user click on the link button left to the chat input box. It will let you choose between chat or SMS.

SMS shows caller ID in the same way as phone calls. Go to my profile menu to choose caller ID.

SMSs do not support delivery or read confirmation.

Typing notification

When you are chatting with another user you can see when he is writing a response. It is shown as a small pen icon just above the input text box in the chat panel.

Notifications

Notifications are shown in two cases:

  • When the portal is open but you are on another tab or the browser is in background under another app which is in front.
  • When the portal is closed

In both cases the browser must be open.

Notifications are sent for the following events:

  • chat
  • channel message
  • incoming call
  • missed call
  • new voicemail

When you click on the notification popup it will take you to the browser’s tab with the portal. If there is no active portal session, the browser will open the portal in new tab.

Attachments

Attachments can be sent from the chat panel. They are available only for the chat messages, not for SMS.

To send an attachment click on the clip icon on the top bar.

For sending files or images you can also drop a file directly on the chat panel.

Image

This feature allows to send pictures taken directly from web camera.

Video

Uses web camera to record short video clips. Up to 10 seconds duration.

Audio

Starts recording. To end just click on the send icon. To cancel just close the panel by clicking the x button.

Files

Click on the file icon opens your system file manager from where you can pick a file. Another way is to drag and drop a file to the chat panel.

A multiple attachment window will open which allows you to add more different types of attachments to be sent.

Supported file formats include:

  • Office documents
  • Excel sheets
  • Pdf
  • Bitmap and other graphical formats
  • Mp4
  • Mp3
  • Zip

Location

Click on the location icon to send your current location. The location is shown using google map inside the chat panel.

Contacts Share

Contacts are sent in VCARD 3.0 format. Click on the Send contact icon and select the contact to sent from the list.

Reply

This function lets you answer a message. It will be shown on the other side in a special way with the message being answered on top of your response.

To reply click on the menu icon in the chat bubble. From the popup menu choose Answer.

The message to be answered will be shown above the input box where you can enter your response.

The Reply feature is available also in Channels.

Forward

A message or multiple messages can be forwarded to another user or to a channel.

Click on a menu icon on a message and from menu choose Forward.

 

Another way is to click on the menu icon on the right side of the chat’s top bar and choose from the menu Select messages. Then select messages to be forwarded and press the arrow icon.

In next step choose from the list a contact or channel where the message will be forwarded to.

Star (Favourite)

A message or multiple messages can be forwarded to another user or to a channel.

Click on a menu icon on a message and from menu choose Forward.

 

Another way is to click on the menu icon on the right side of the chat’s top bar and choose from the menu Select messages. Then select messages to be forwarded and press the arrow icon.

In next step choose from the list a contact or channel where the message will be forwarded to.

Channels are collaboration tools. They group people that work together on a given project – channel members.

A channel member can be:

  • Company user
  • Guest user – person invited by email (non-company guest user)

Members are selected when creating a new channel or can be added to an existing channel.

To create a new channel, click on the plus icon in the channel list view.

To add new members to existing channel click on the plus member icon located above the members column in the channel main view. This icon is visible only by the channel’s admins.

 

An admin is by default the user who has created the channel. One channel can have multiple admins. One admin can grant admin role to another member.

Admins can add and remove members.

All channels are permanent. They exist until there is at least one member.

Members can leave channel by clicking on the leave button in the channel info panel.

When an admin leaves a channel and there are no other admin members the system automatically assign admin role to the first member from the list.

Channels support all the chat functions available in one to one chat.

Channel Picture

An admin can add a picture which will be shown to all other members. A channel can also have a name – its subject.

Delivery & Read Confirmation

The confirmations are shown to the sender only when all the members have confirmed. To see a status for a message you can click on menu icon on the message and choose Message info option. You will see detailed information on who has already confirmed the delivery and when and also the read status per each member.

Adding Guest Members

Guest members are people that are not the platform users. They do not need an account on Virtual Landlines. You can add guest members when creating a new channel or later by clicking the add member icon.

To add guest member, enter her email address in the input box above the list of company contacts in the create new channel view.

The Virtual Landlines system will send an email with a link to the channel. Each link is unique per email address and cannot be shared. It allows the guest member to come back to the channel and any moment and always be recognized as the same guest member.

Clicking the link will open the channel view in guest mode. It is the same view as for company users with the difference that all other company menus are not available. Only the channel, the list of members and all channel functions are available.

The guest member can receive notifications same way as regular user.

Audio Conference

Each user can connect to channel’s audio bridge. To do so click on the call icon on the top bar. Users connected with audio are shown on the member list with a speaker icon next to their profile picture.

When a member connects to audio bridge a notification is shown in the channel conversation panel.

When you connect to audio bridge before other members the system will automatically make calls to other members.

If there are already other members connected you will see Join ongoing call button on the top bar.

While in a conference you can add other members or offnet phone numbers to the call by clicking the plus icon on the top bar. You can add other members of the channel as well as other company users which are not members of the channel. When you add a phone number the system will call the number and connect to the conference. Such a number will be shown in the list as guest member.

If you open a chat with another user while in the conference there will be a button Add to call on the top bar which lets you add the user to the ongoing conference.

Dial in access

Members and guest members can access the conference through the dial in number if only this option is enabled. Tick the checkbox allow phone access to enable. The checkbox is shown on the first panel when creating new channel and in the channel info panel for existing channels. You can change this setting at any moment.

Dial in access is useful especially for guest members if they cannot access through browser. Instead they just dial the access number and enter PIN when asked by the IVR system. All this information i.e. the access numbers and conference PIN are sent in email to guest members.

Presence lets you see other users’ status as well as share your current availability and other short information. The status can be set to:

  • Available
  • Busy
  • Away

The status text is a short note which will be displayed next to your avatar in the Company directory panel view.

You can change your presence information by clicking your profile picture in the top bar menu.

If a user is offline and he has not set Busy or Away status the system will show him as offline with gray status icon. In addition, there is an information when the user was last time seen online.

To enable voicemail, go to the My profile and then click Find me button.

If your settings are default you should see the entry like in the below picture.

The rule means that for all calls, from any number and any DID, the call will be diverted to voicemail if not answered.

Voicemail Recording

Users can record own welcome greeting. Using the Find me feature a user can set personalized greetings for different caller IDs.

To record a greeting click on the Record greeting option in the Find me edit panel.

 

Recorded greeting will be played for this rule.

To manage the recorded greetings or to record the default voicemail greeting click on Greetings button in My profile menu.

You can record a greeting directly from web or upload an mp3 or wav file.

Received Voicemails

Voicemail messages are shown in the chat panel of a contact or company user who left the voicemail.


You can play the message directly from the portal. Messages can be downloaded as mp3 file to your hard drive.

To see the list of all voicemails from all contacts and company users go to My profile menu and click Voicemail button.

From this menu, you can see all voicemails ordered by date. Messages can be played or downloaded as mp3.

Voicemail to Email

To enable voicemail to email function tick the checkbox above the voicemails’ table in the My profile\Voicemails menu. New messages will be sent to your email as attachments in mp3 format (the email address is set in the My profile menu).

Speech to text transcription

You can receive your voicemails over chat as a text transcription.

To enable this option go to MyProfile and click on the Enable transcription checkbox.

 

 

 

When a caller leaves you a voice message you will get a chat with it transcribed just after the new voicemail notification.

The find me feature allows users to configure actions on unanswered incoming calls. The actions are:

  • Divert to voicemail
  • Forward to another number or company user
  • Fax box

Different actions can be defined for different caller IDs.

To configure Find me rules go to My profile menu and click Find me buton.

 

Click the Add button and fill the fields in the Rule panel:

From – defines the caller ID for which the rule will be triggered. Leave blank if you want the rule to work for all callers. The caller ID can be entered manually, for example for the external numbers, or be selected from the company directory.

 

Priority – rules with the same From value have to have different priorities. 0 denotes the highest priority. For example, if the highest priority rule triggers the call forward action and the call fails, the next rule, with lower priority, is processed.

Response – defines the action associated with the rule. Can be voicemail or call forwarding.

To – if the selected action is Forward to, enter here the phone number to which the call will be sent. If voicemail is chosen, the To field lets you select the voicemail’s welcome greeting. This setting overrides you default voicemail greeting set in the My profile. Thus, you can set personalized greetings for different callers.

DND – Do Not Disturb. When enabled, the rule will be triggered the moment the call arrives, without trying to connect to the user. For example, if you check the DND checkbox for the voicemail rule, with the From set to any, the system will be sending all the incoming calls straight to voicemail box, without ringing on your side.

Voice Menu is an IVR scenario that assists callers and lets them connect to an appropriate person.

A company can have multiple voice menu scenarios. They can be created and managed from Settings\Voice Menu menu.

A scenario has following properties:

  • Name – a description of the scenario
  • Welcome greeting – optional, a greeting played when a caller connects to the scenario
  • Assign phone number – optional, lets you hook a number or numbers to the scenario, when called the Voice Menu will answer and proceed with the scenario. A scenario can also be a menu option and in that case, it does not need a phone number.
  • Direct extension dialing – lets callers dial an extension number within the PBX
  • Menu numbers – lets a caller press a number associated with an action, for example press 1 to connect to sales, press 2 to connect to support
  • Non-activity timeout – how long the IVR will wait for caller to dial a menu number of extension; when elapsed the on timeout action is triggered.
  • Invalid input – when a caller dials a number that does not match any of the menu numbers nor the extension numbers (if extension dialing is allowed)
  • On timeout or invalid input action:
    • play greeting – choose a greeting to be played, if you choose to repeat scenario again you can play for example “No number was chosen, press 1 to connect…”
    • repeat scenario – define how many times the scenario can be processed, when this number is reached the scenario moves to the ending action
  • Ending action:
    • play greeting
    • and :
      • disconnect
      • dial menu number – you can choose which menu number will be dialed. For example, you may want the caller to be connected with default operator if no menu number pressed.

Voice Menu Numbers (options)

Menu numbers are mapped with actions. Menu numbers can be in any order e.g.:

1 to connect with Sales hunt group

2 to connect with support receptionist

30 to connect to external number

0 to connect with an operator (user)

 

Menu numbers can trigger following actions:

–          another Voice Menu scenario

–          call a user

–          call an external number

–          connect to a fax box

–          connect to user voicemail

–          connect to group voicemail

–          call a hunt group

 

If a caller pressed a number that does not match any of the menu numbers:

a)   If the option “allow extensions dialing” is enabled the system will check if the dialed number is an extension and will try to connect. If there is no extension, the “invalid input” action will be triggered

b)  “On invalid input” action will be triggered

Call Groups/Queues

Call group lets distribute incoming calls to several users (group members).  To create and manage groups go to Settings\Call groups menu.

A group can be associated with a phone number or extension through the Settings/Numbers menu or can be assigned to an voice menu numbers.

When a call arrives to a number which is assigned to a call group, the system starts sending calls to the group’s members according to the defined algorithm.

Note: members’ Find me settings are not used for calls directed to call group. That means that a call cannot be forwarded to user’s voicemail or other number defined in her Find me rules.

Call group lets distribute incoming calls to several users (group members).  To create and manage groups go to Settings\Call groups menu.

A group can be associated with a phone number or extension through the Settings/Numbers menu or can be assigned to an voice menu numbers.

When a call arrives to a number which is assigned to a call group, the system starts sending calls to the group’s members according to the defined algorithm.

Note: members’ Find me settings are not used for calls directed to call group. That means that a call cannot be forwarded to user’s voicemail or other number defined in her Find me rules.

Members

Members are the company users assigned to the group. One user can be assigned to many different groups.

Algorithm

Specifies which member will be selected for the call.

  • Simultaneous – the system rings all members at the same time
  • Circular – the system remembers the member who answered the previous call and tries to send the call to the next member in the list

Ring Timeout

Defines the maximum time when the caller waits for the call to be answered. When timeout occurs, the system moves to the ending action.

Ending Action

You can choose a greeting to be played and the action that follows. The action can end the call or dial an input (menu number). The dial input option works only if the hunt group as reached through the Voice menu. If the hunt group is called directly this setting is ignored.

This menu lets the admin to manage the greetings used in various features such as voice menu or call group.

Note: the greetings defined in the Settings/Greetings menu are not personal user’s greetings which are managed from the My Profile menu.

The greetings can be recorded directly from the VUC portal or be uploaded as audio files.

Recording from the portal

When recording a new greeting you need to specify the name of the greeting and then press record icon on the right (below the name input field).  The record button will change to the stop icon. After recording you can play it back and if all ok upload to the system by pressing the cloud icon.

Uploading a file

Supported formats include mp3 and wav.  Click on the upload button at the top and select an audio file. After being compressed the file is uploaded to the system.

Text to speech

Using this function you can create greetings by simply entering the text. Go to the Greetings menu and press Text to Speech button.

Enter the greeting’s name.

Type the greeting text.

Choose a voice from the list.

Click on Convert. After a moment the conversion should be done and a play button should appear in the bottom left. Click on it to listen the greeting. If it is ok click save to store the greeting.

An admin user can enable call recording option per user. To do it go to Settings/Users menu, click on a user and in the edit view tick the Record offnet calls.

The recordings can be managed from Settings/Call recordings menu. They are available only for the admin user. You can:

  • Listen to recorded conversation directly from web
  • Download a recording as mp3 file
  • Remove a recording

The Virtual Landlines platform supports faxing both from VoIP fax capable devices as well as from the VUC portal. It also supports user fax boxes on the server. You can assign a virtual number to a fax box so when a fax comes the platform will answer, receive the fax and save it as a graphic file. Received faxes can be forwarded to email as an attachment in tiff format. Users can also open them directly from the fax history menu.

To get to the Fax menu go first to My profile and then click on the Fax button.

The list shows the fax history that includes both sent and received faxes. A user can download the fax as pdf file or open it directly on web.

Assigning a number to fax box

A user can choose the fax box as a response option in the Find me menu. He can select a DID which will be used for receiving faxes.

Sending Fax

Click on the New fax button and fill the fields in the below form. You can attach up to ten files to be faxed, supported formats are png, pdf, bmp, jpg.

Fax to Email

All received faxes are sent to your email address defined in My Profile. No configuration is required.