Calls, Messages, and Voicemails

Mobile App Overview

After signing in, the Messages dashboard is displayed by default. This is the first screen you see when you open the mobile app. Use this dashboard to quickly access your recent conversations and navigate the app.

Chat Tab

The Chat tab is where you send and receive chat messages. It displays a list of your recent conversations, sorted chronologically with the most recent messages at the top.

Messaging is designed to be simple and intuitive.

Continue an Existing Chat

  1. Open an existing conversation from the chat list.

  2. Tap the message field and continue the conversation.

Start a New Chat

You can start a new chat in multiple ways:

Option 1: From the Chat tab

  1. Tap the + icon in the upper-right corner.

  2. Select the desired option from the pop-up menu.

Option 2: From Contacts

  1. Tap the Contacts tab.

  2. Select a user.

  3. On the user details page, tap the Message icon to start a chat.

Calls / History Tab

The Calls tab displays your recent call history, including incoming, outgoing, and missed calls.

View Missed Calls

To view only missed calls:

  1. Tap the Calls tab at the bottom of the app.

  2. Tap Missed.

Only calls you did not answer will be displayed.

Place a New Call

You can also start a new call directly from the Calls tab:

  1. Tap the New Call icon.

  2. Select a contact or enter a phone number to place the call.

Contacts Tab

The Contacts tab contains all of your saved contacts and is organized into five distinct sections.

  • All Contacts Displays all contacts you have saved.

  • Company Contacts Displays contacts from your company’s internal directory.

Keypad Tab

The Keypad tab is used to place calls to phone numbers that are not saved in your contacts.

In addition to dialing numbers, the Keypad allows you to dial Feature Access Codes (FACs) to perform specific actions, such as:

  • Retrieving group-parked calls

  • Enabling or disabling Do Not Disturb (DND)

Meetings Tab

The Meetings tab lets you view and manage your video meetings in one place. From this tab, you can:

  • View a list of upcoming meetings

  • Join existing meetings

  • Schedule new meetings

This centralized view allows you to quickly access and manage your scheduled video conferences.

Accessing the Quick Menu

On the left side of the dashboard, you will see your profile icon, which displays your initials. This icon provides access to the mobile app’s Quick Menu.

To access the Quick Menu:

  1. Tap your Profile icon.

  2. The Quick Menu will open.

From the Quick Menu, you can manage the following settings and information:

Change Your Presence Status

  • Tap your presence status to change your availability (for example, Available, Busy, or Do Not Disturb).

View Personal Information

  • Your name and extension number are displayed for quick reference.

Mute Calls on the Mobile App

  • Enable Mute Calls to stop incoming calls from ringing on the mobile app.

  • When this option is enabled, incoming calls will continue to ring on other devices associated with your number or extension (such as desk phones or desktop apps).

  • Change your presence status: tap the presence status and you can change your status

  • Personal information is displayed here, including your name and extension.

  • Here you can mute calls for the mobile app. When this option is enabled, all incoming calls will no longer ring the mobile app but will ring other devices associated with your number or extension.

How to access your Settings

To access your settings, from the Quick Menu, click on Settings. Here, you have the option to configure the following areas.

How to Place Calls

There are several ways to place outbound calls using the PortSIP ONE mobile app.

Place a Call from a Contact

  1. Find the contact in your Favorites list or search within Contacts.

  2. Tap the contact’s name.

  3. Tap the Call icon below the profile picture, or tap the Call icon next to the specific phone number you want to dial.

Place a Call from a Chat

  1. Open the chat conversation.

  2. Tap the Phone icon to place a voice call, or tap the Camera icon to start a video call.

Place a Call Using the Keypad

  1. Select the Keypad tab from the main menu.

  2. Enter the phone number.

  3. Tap the Dial button to place the call.

Blind Transfer a Call

A blind transfer sends the call directly to another party without speaking to them first.

To perform a blind transfer:

  1. During an active call, tap the Transfer icon.

  2. Select Blind Transfer.

  3. Choose the transfer destination:

    • Transfer to a contact or extension Search for and tap the contact or extension from your contacts list.

    • Transfer to an external number Enter the number using the Keypad.

  4. Once the destination is selected or entered, the call is transferred immediately.

Attended Transfer a Call

An attended transfer (also known as a consultative transfer) allows you to speak with the recipient before completing the transfer.

To perform an attended transfer:

  1. During an active call, tap the Transfer icon.

  2. Select Attended Transfer.

  3. Choose the transfer destination:

    • Transfer to a contact or extension Search for and tap the contact or extension from the contacts list.

    • Transfer to an external number Enter the number using the Keypad, then place the call.

  4. When the third party answers, the Attended Transfer icon will begin flashing.

  5. Tap the Attended Transfer icon to complete the transfer.

Transfer a Call to Voicemail

A Direct-to-Voicemail Transfer allows you to send a call directly to another user’s voicemail without ringing their phone.

To transfer a call to voicemail:

  1. During an active call, tap the Transfer icon.

  2. Select Transfer to Voicemail.

  3. From the Contacts panel, select the recipient.

  4. The call is transferred directly to the recipient’s voicemail.

Place a Call on Hold

You can temporarily place a call on hold during an active conversation.

To place a call on hold:

  1. During an active call, tap Hold.

    • The caller is placed on hold and hears the Music on Hold configured for your tenant.

  2. Tap Hold again to resume the call.

Directly Parking a Call

Direct Call Parking allows you to park an active call on a specific extension so that the call can be retrieved by that user.

To park a call on an extension:

  1. During an active call, tap the Transfer icon.

  2. Select Park.

  1. From the Contacts panel, select the extension on which you want to park the call.

The call is parked on the selected extension. The user associated with that extension will receive a notification.

You can also copy the retrieval code and share it with the user. The user can retrieve the parked call by dialing the provided retrieval code (for example, *881004).

Group Parking a Call

Group Call Parking allows you to park a call to a park group, enabling any member of the group to retrieve the call.

Prerequisite You must be a member of a park group to use this feature.

To park a call to a group:

  1. During an active call, tap the Transfer icon.

  2. Select Group Park.

The call is parked to the group. All members of the park group receive a notification and can retrieve the call.

Retrieving a Parked Call

When a call is parked on an extension or park group, the intended recipient(s) will be notified.

To retrieve a parked call from the app:

  1. When a call is parked, the Call Hub icon in the top title bar will begin flashing red.

  2. Tap the Call Hub icon.

  3. Locate the parked call in the list.

  4. Tap Retrieve to answer the call.

Expected Behavior

  • Parked calls are held until retrieved by an authorized extension or group member.

  • Notifications are sent to the target extension or park group members immediately.

  • Retrieval codes can be shared to allow manual retrieval via the keypad.

Call Flip

Call Flip allows you to move an active call from the PortSIP ONE app to another registered device, such as the PortSIP ONE mobile app or an IP phone, without disconnecting the call.

To perform a Call Flip:

  1. During an active call, tap the Transfer icon.

  2. Select Flip.

  3. Your other registered devices will start ringing.

  4. Answer the call on the device you want to continue the conversation on.

Expected Result The call is seamlessly transferred to the selected device, and the original device is disconnected from the call.

Accessing Your Voicemail

You can access your voicemails directly from the Messages tab.

To view your voicemails:

  1. Tap the Messages tab.

  2. The Messages screen is divided into the following sections:

    • Messages – Displays internal team messages with other extensions.

    • SMS – Displays SMS conversations with contacts.

    • WhatsApp – Displays WhatsApp conversations with contacts.

    • Voicemail – Displays your voicemail messages.

  3. Tap Voicemail to listen to, manage, or delete your voicemail messages.

Accessing Your Contacts

Follow the steps below to access and browse your contact directory in the PortSIP ONE mobile app.

Open the Contacts Tab

  1. Tap the Contacts tab in the bottom navigation bar.

Explore the Contacts Page

The Contacts page is organized into the following sections:

  • All： Displays all contacts in a single list.

  • Favorites: Shows your favorite contacts, including both extension users and external contacts.

  • Users: Lists all extension users within your organization.

  • Company: Displays company-wide contacts shared across the organization.

  • Personal: Contains your private, personal contacts.

  • Device: Shows contacts stored locally on your mobile device.

Adding a New Contact

Follow the steps below to add a new contact to your directory in the PortSIP ONE mobile app.

To add a new contact:

  1. Open the Contacts tab.

  2. Tap the + Contact icon in the top bar to open the Add Contact screen.

  3. Enter the contact details in the appropriate fields.

    • If you are a tenant administrator with permission to manage Company Contacts, tap Title to choose where the contact is saved:

      • Company Contacts, or

      • Personal Contacts

    This allows you to control contact visibility and access based on your organization’s needs.

  4. Tap Save to create the contact. The new contact is saved successfully and appears in your Contacts list.

Add a Contact to Favorites

You can mark frequently used contacts as Favorites to access them more quickly.

To add a contact to Favorites:

  1. Tap the Contacts tab in the main navigation menu.

  2. Select Users, Company, or Personal to view the desired contact list.

  3. Tap the contact you want to add to Favorites to open the contact details.

  4. Tap the Star icon in the upper-right corner.

When selected, the star turns solid yellow (⭐), indicating the contact has been added to your Favorites list.

Remove a Contact from Favorites

To remove a contact from Favorites, repeat the same steps and tap the Star icon again.

  • The star will no longer be highlighted, indicating the contact has been removed from Favorites.

Accessing Team Messages

PortSIP enables seamless internal communication through extension-based team messaging. If the person you are messaging is not an extension user, messages are automatically delivered through SMS, MMS, or WhatsApp, ensuring uninterrupted communication.

To access your team messages:

  1. Tap the Messaging tab in the main navigation menu.

  2. The Messaging screen is divided into the following sections:

    • Messages Displays internal team messages with other extension users. Conversations are sorted chronologically by date. Tap a conversation to view and reply.

    • SMS Displays SMS conversations with external contacts. Messages are sorted chronologically. Tap a conversation to view and reply.

    • WhatsApp Displays WhatsApp conversations with contacts. Messages are sorted chronologically. Tap a conversation to view and reply.

    • Voicemail Displays your voicemail messages. Tap a voicemail to view details and play the recording.

Sending a New Team Message

You can send a new team message in two ways.

Option 1: From Contacts

  1. Go to Contacts.

  2. Select the desired extension user.

  3. Tap the user’s name to open the chat window.

  4. Compose and send your message.

Option 2: Using the New Message Button

  1. Navigate to Messaging.

  2. Tap the + icon in the top-right corner.

  3. Select Create a message.

  4. You will be redirected to the chat window.

  5. Compose and send your message.

Creating a Team Messaging Group

Group chats allow multiple extension users to collaborate in a single conversation.

To create a group chat:

  1. Navigate to Messaging.

  2. Tap the + icon in the top-right corner.

  3. Select Create a group. The New Group window appears.

Name and Customize the Group

  1. Enter a group name.

  2. (Optional) Add a description to provide context.

  3. Tap Next to continue.

Add Group Members

  1. From the Extension Users list, select the members you want to include.

  2. After selecting all desired members, tap Create to finalize the group.

Finish and Manage the Group

  • The newly created group appears in the Messaging list.

  • You can edit the group later to upload a group picture or update details.

Expected Behavior

  • Team messages are delivered instantly to extension users.

  • Group chats allow real-time collaboration among multiple users.

  • Messaging channels (Messages, SMS, WhatsApp, Voicemail) remain clearly separated for easy navigation.

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