Calls, Messages, and Voicemails

How to place calls

Upon signing in, click the Calls tab to navigate to the Calls page. The page is divided into two distinct sections:

1. Call Log Window: This section displays all incoming, outgoing, and missed calls.

2. Caller Information Section: This section shows detailed information for the selected caller. The data displayed will update based on the caller you choose.

Placing a call from the calls page

1. Click the New Call button. The dial pad will appear.

2. Enter a valid extension or a phone number.

3. Click the Call button. The call will be initiated and displayed at the top of the dashboard screen.

Placing a call from contacts

1. Click the New Call button to open the dial pad window.

2. Next, click the Contacts icon. The dial pad will disappear and be replaced by your contact list.

3. You can either search for a contact using the search field or scroll through the list.

4. Once you locate the contact, hover over their name and click the blue phone icon to initiate the call.

Placing a call from the Contacts menu

1. Click Contacts in the left menu.

2. You can filter contacts by Users, Company Contacts, or Personal Contacts.

3. On the user/contact information page, you can easily place a call by selecting the extension or phone number.

Ending a call

• Press the Leave button located at the bottom-right corner to end the current call.

• Alternatively, press the End button located at the top-right corner to terminate the active call.

Blind transferring a call

A Blind Transfer occurs when you transfer a call to another person without announcing it first. To perform a blind transfer while on an active call:

1. Click the Transfer button.

2. Select Blind Transfer.

1. From the Contact Panel, select the recipient to whom you wish to transfer the call.

2. Click the extension. The call will be successfully transferred

You can also transfer the call to a receptionist by the number via the Dial Pad. From the Contact Panel window:

1. Click the Dial Pad icon.

2. Enter a valid extension or phone number.

3. Click the Dial button. The transfer will be completed.

Attended transferring a call

An Attended Transfer occurs when you announce the call to the recipient before transferring it. To perform an attended transfer while on a call:

1. Click the Transfer button.

2. Select Attended Transfer.

1. From the Contact Panel, select the recipient to whom you wish to transfer the call.

2. Click on that recipient.

3. Once the party answers, announce the call and click the blinking Transfer Now button. The call will then be transferred.

Transferring a call to voicemail

A Direct-to-Voicemail Transfer is used when you wish to transfer a call directly to another user’s voicemail. To perform a transfer to voicemail while on an active call:

1. Click the Transfer button.

2. Select Transfer to Voicemail.

3. From the Contact Panel, select the recipient to whom you wish to transfer the call to click on it.

4. The call will be transferred directly to their voicemail.

Direct parking a call

To park a call to an extension while on an active call:

1. Click the Transfer button.

2. Select Park.

3. From the Contact Panel, select the recipient to whom you wish to park the call and click on their name.

The call will be parked on that extension.

Group parking a call

If the user is a member of a park group, they can park a call to the group, allowing group members to retrieve the parked call.

To park a call to the group while on an active call:

1. Click the Transfer button.

2. Select Group Park.

The call will be parked to the group if the user is a member of a park group.

Retrieving a parked call

Once a call is parked to an extension user or a park group, the extension user or group members will receive a notification. As shown in the screenshot below, the Call HUB icon on the top title bar will start blinking.

1. Click the HUD icon. The parked call will appear in the list.

2. Click the Retrieve button to easily retrieve the call.

Call Flip

Call Flip allows you to quickly transfer an active call from PortSIP ONE to another endpoint, such as PortSIP ONE mobile or an IP phone. To perform a Call Flip while on an active call:

1. Click the Transfer button.

2. Select Flip.

3. Your other devices (e.g., PortSIP ONE mobile or IP phone) will ring. Simply answer the call on the other device.

How to access your voicemail

To access your voicemails, click on the Voicemails tab. The page is divided into two sections:

1. Voicemail Window: This area displays your voicemails, typically organized in chronological order (by date).

2. Voicemail Details: Located to the right of the voicemail window, this section provides detailed information about each voicemail.

Listening to a voicemail

1. Select the Voicemail Message: In the Voicemail Window, click on the desired message. The message details will appear on the right side of the screen.

2. Play the Voicemail: Click the Play button to listen to the selected message.

Downloading a voicemail message

1. Download the Message: In the Voicemail Details section, click the Download icon button.

2. Save the File: Choose the desired location on your computer to save the .wav file and confirm the download.

Deleting a voicemail message

1. In the Voicemail Window, locate the voicemail message you wish to delete.

2. Click on the ... (ellipsis) button located at the upper right corner of the message to open the options menu.

3. From the dropdown menu, select Delete.

4. Confirm Deletion: A confirmation prompt will appear to verify your intention to delete the selected voicemail.

5. Click Delete to confirm. The message will be permanently removed from your voicemail section.

Accessing your contacts

To access your contact directory, follow these steps:

1. Navigate to the Contacts Tab: Click on the Contacts tab located in the main navigation menu.

2. Understand the Contacts Page Layout:

   • Contact List Window:

     • Located on the left side of the page.

     • Provides access to both your Company Extension Users, Company Contacts List, and Personal Contact.

     • Allows you to browse, search, and manage your contacts efficiently.

   • Contact Information Area:

     • Situated to the right of the Contact List Window.

     • Displays detailed information about the selected contact.

     • Updates dynamically based on the contact you choose, showing relevant details and available actions.

   • Synchronous: The PortSIP ONE app synchronizes your contacts—including extension users, company contacts, and personal contacts—periodically. When you make changes to an extension user or contact, these updates are automatically propagated to all instances of the app. Please note that synchronization is not instantaneous; it may take a short while for the updated information to appear across all devices.

Adding a new contact

To add a new contact to your directory, follow these steps:

1. Navigate to the Contacts tab. Click on the New Contact button to open the contact creation window.

2. Enter Contact Information: In the Add Contact window, fill in the necessary details in the appropriate fields.

3. If you are a tenant administrator with the necessary permissions to access Company Contacts, you have the option to save a new contact to either Company Contacts or Personal Contacts. This allows you to manage contacts effectively based on their intended usage and accessibility.

4. Save the Contact: After entering all required information, click the Save button.

Your new contact will now appear in the My Contacts table.

Deleting a contact

To delete a contact, follow these steps:

1. Click on the Contacts tab located in the main navigation menu.

   • Select the Company Contacts or Personal Contact sub-tab to view your contact list.

2. Select the contact to delete: Locate the contact you wish to remove, and click on the contact to highlight it.

3. Initiate deletion: Click on the ... (ellipsis) button once the mouse over the contact, or click on the ... (ellipsis) button located at the upper right corner of the contact information.

4. From the dropdown menu, select Delete.

5. Confirm deletion

   • A verification prompt will appear to confirm your intention to delete the contact.

   • Click Delete to permanently remove the contact.

Bulk deleting contacts

To efficiently remove multiple contacts at once, follow these steps:

1. Access the contacts Sub-Tab

   • Navigate to the Contacts tab in the main navigation menu.

   • Select either the Company Contacts or Personal Contacts sub-tab, depending on where the contacts you wish to delete are located.

2. Initiate bulk deletion

   • Locate the ... (ellipsis) button situated next to the search box within the selected sub-tab.

   • Click on the Ellipsis button to open additional options.

1. Select contacts to delete

   1. Delete all contacts:

      1. To remove all contacts within the selected sub-tab, check the Select All checkbox.

   2. Delete all contacts:

      1. To delete specific contacts, individually click on each contact you wish to remove to select them.

2. Confirm deletion

   • Click on the Trash icon button to initiate the deletion process.

   • A verification prompt will appear to confirm your intention to delete the selected contacts.

   • Click Delete to permanently remove the chosen contacts from your directory.

Adding a user/contact to favorites

To quickly access your most frequently used contacts, you can mark them as favorites. Follow these steps to add a contact to your Favorites list:

1. Click on the Contacts tab located in the main navigation menu.

   • Select the Users or Company Contacts or Personal Contact sub-tab to view your contact list.

2. Select the contact: Locate the contact you wish to favor, and click on the contact to highlight it.

3. Click on the ... (ellipsis) button once the mouse over the contact, or click on the ... (ellipsis) button located at the upper right corner of the contact information.

4. From the dropdown menu, select Favorites.

5. Once clicked, a solid yellow star (⭐) will appear next to the contact to confirm that the contact has been successfully added to your Favorites list.

6. Unfavorite a contact: To remove a contact from your Favorites, follow the same steps. The yellow star will disappear, indicating that the contact is no longer in your favorites.

Both the extension users and contacts can be favored.

How to access team messages

PortSIP allows seamless communication within your team through internal extension user chat. If the contact you're messaging isn't an extension user, messages will be sent via SMS, MMS, or a WhatsApp channel, ensuring you're always connected.

To access your team messages, follow these steps:

1. Navigate to the Messaging Tab: Click on the Messaging tab in the main navigation menu.

2. Understand the Messaging Interface: The page is divided into two sections:

   • Messaging List Window: This is where your team messages are displayed. Messages are usually sorted by date and recipient in chronological order.

   • Message Details Area: On the right, you’ll find the message details section, which updates based on the selected team message. Here, you can view more information about the selected message.

Sending a new team message

There are three ways to send a new team message:

1. From the contacts menu:

• Navigate to the Contacts menu and select the desired extension user.

• In the right-hand window, you will see the user's information.

• Click the Message Icon (as shown in the below screenshot) to open a chat window and begin composing your message. Note: there have two message icons allow you to send the message.

2. From the messaging menu:

• Navigate to the Messaging menu.

• On the left side, you will see a list of existing message conversations.

• Select an existing conversation to open the chat UI, where you can continue the conversation or start composing a new message.

3. Using the new message button:

• Navigate to the Messaging menu and click the New Message button in the upper-right corner.

• From the list, select the extension user you wish to message, and click their name to proceed.

Composing and Sending Your Message:

Once you’ve entered the chat UI, type your message in the chat window, when you're ready, press Enter on your keyboard to send the message. You can also click the arrow icon to send the message.

Creating a team messaging group

1. Navigate to the Messaging Menu: Go to the Messaging menu within the application.

2. Create a New Group: Click on the New Group icon. The New Group window will appear.

3. Name and Customize the Group:

   • Enter a name for your group chat.

   • Optionally, add a description for the group to provide more context.

   • You can also upload a picture for the group by clicking on the Upload Image option.

4. Add Group Members:

   • After naming the group, click the Next button to proceed.

   • From the Extension Users list, select the members you want to add to the group.

   • Once you've selected all desired members, click Apply to finalize the group creation.

5. Finish and View the Group: Once the group is created, you will see it listed in the Team Messaging window.

Sending a team message in a group

1. Select the Group: Click on the desired group within the Team Messaging window to open the conversation.

2. Compose Your Message: Type your message in the chat window field located in the information area.

3. Send the Message: When you're ready, press Enter on your keyboard to send your message to the group. You can also click the arrow icon to send the message.