Wildix Call Control

Make Call

Active device for calls

You can make and receive calls directly from Collaboration or control other devices registered to your account, including hardware phones (WP, W-AIR), W-AIR Headsets, smartphone apps (iOS / Android) and mobility extension (mobile phone). The first available device is displayed to a user upon the first login.

Select the active device for making and receiving calls in the top menu: 

Note: when selected device becomes unavailable, “Web phone” is automatically selected.

Supported devices:

• Web: make and receive calls directly from Collaboration
• WP, WelcomeConsole, Vision, SuperVision, W-AIR: hardware phones
• Wildix iOS/Android client: apps installed on smartphones
• Mobile number: mobility extension number of a user
• Any: possibility to select an active device upon placing / receiving a call
• W-AIR Headset: possibility to add a device for handling calls. Refer to W-AIR Headset Manual for detailed information

Note: you can switch active device during a call by clicking on Continuity in a call dialog window (see chapter Switch active device during a call) or dialing Continuity Feature Code (*5 on the new device, like that you can pick up an active call using this device; otherwise *5 on the current device, like that other devices start ringing). 

Incoming calls

If you have several devices registered to your account, it is possible to decide whether all your devices must ring or only the active one:

Go to Collaboration Settings -> Personal:

1. Ring only active device enabled: only active device selected in the top menu of Collaboration rings (ringer is muted on other devices)
2. Ring only active device disabled: all active devices ring

Demo video:

“Any” option makes it possible to select the device by clicking on the green Handset button in the call dialog, the moment you receive an incoming call: 

Outgoing calls

In case you have selected WP / WelcomeConsole / Vision / SuperVision / W-AIR / iOS/Android / Mobility device, outgoing calls are placed using this device.

In case you select “Any” option, once you place an outgoing call from Collaboration interface:

1. you receive an incoming call to all your devices (answer the call from your preferred device)
2. after you answer, an outgoing call is placed to the number you dialed

Make a call / Search for contact

Before making a call, make sure the correct active device is selected in the top menu.

From search field:

1. Enter the name or number and select Call: [number] from the drop-down menu: 

It is possible to use speech recognition for search: click on the Microphone icon (make sure the microphone is connected to your PC or your PC has a built-in microphone) and start talking, the system automatically transforms your speech into text.

In case you would like to call a number from your contacts:

• Enter the name/ number/ company name and select a number you’d like to call: 

From Colleagues:

• Mouse over a colleague and click on the Handset icon 
• Or mouse over a colleague, click on Options button (three dots) and select Call
• Or right-click on a colleague and select Call 

From Feature keys:

• Mouse over a colleague and click on the Handset icon
• Or mouse over a colleague, click on Options button (three dots) and select Call
• Or right-click on a colleague and select Call 

From Messaging:

• Click on the Handset icon in the upper right part of the chat session window
• Or mouse over a colleague, click on Options button (three dots) and select Call
• Or right-click on a colleague and select Call

From History:

1. Right-click on an entry and select Call / Call the mobile 

From Phonebook:

1. Find a contact and click on the number you wish to call 

• Otherwise right-click on a contact from the right section of the screen and select Call 

From Voicemail:

• Right-click on an entry and select Call 

Answer a call

In case you have several devices registered to your account, you can decide whether all your devices must ring, or only the active one. See chapter: Active device for calls.

A call dialog window is displayed when there is an incoming call: 

1. To answer a call: click the green Handset icon
2. To decline a call: click the Hang up (red) icon
3. To forward a call without answering: click Arrow icon, select the contact to forward a call to (using search)/ or transfer a call to Voicemail: 

You can set up automatic call forwarding based on user status (available, DND, away) and call type (internal, external, whitelist, blacklist). See chapter: Features.

Call management

You can manage a call directly from call dialog window: 

1. 1 – Hang up
2. 2 – Hold/ resume
3. 3 – Transfer
4. 4 – Call recording
5. 5 – Dialpad / Send DTMFs
6. 6 – Other (expanded): If you have more than one webcam, you can change the active webcam for video streaming in your browser permissions.

1. 7 – Add tags (See chapter: Setting tags)
2. 8 – Add notes, not available for calls between colleagues (See chapter: Contact notes)
3. 9 – Call quality (shown only in case of a single call)
4. 10 – Hide/ display a call dialog window: 
5. 11 – Mute/ unmute your microphone. Mute icon is crossed out by default (flashing when muted)

Hold/ second call

Click on the Hold icon during a call to put a call on hold/ to resume a call. The second party hears music on hold (set up on the WMS side).

You can make/ receive more than one call at a time if “Call waiting” is enabled in Collaboration Settings -> Features for the current call type and user status.Note: during a call you are notified of a new incoming call by call waiting tone (short beeps).

When you make / answer a second call, the current call is automatically put on hold.

It is possible to swap between an active call and a call on hold by pressing the Hold icon (Hold icon is blinking in for the call which is currently on hold): 

Switch active device during a call

In case you have more then one device registered to your account, you can switch them during a call using Continuity option in a call dialog window:

• Click Other -> Continuity  and select the device you want to continue the call on 
• The call is automatically picked up on the selected device 
• To switch the device back to Web, dial Continuity Feature Code *5 (refer to Feature Codes Instruction for more information)

Call transfer

To transfer a call to another user:

1. During a call, click on the Transfer icon
2. Enter the contact name/ number (user status and additional phone numbers are displayed)
3. Click on the Envelope icon to transfer a call to Voicemail, the Handset icon for attended transfer and Arrow for blind transfer, in front of the number you wish to dial: 

Drag&Drop Call transfer

Drag the Caller Name from the call dialog window and drop it onto the desired user in Colleagues/  Messaging tab.

Another video tutorial: Call transfer via BLF keys.

Conference call

It is possible to add users to call conference via Wildix Collaboration.

1. When you have two calls, click Other -> Conference from one of the call dialogs to merge calls
2. To invite more parties: make a new call and click Conference from the call dialog window: 

To close the conference, wait till other parties hang up. Otherwise, the conference manager receives an automatic callback after 5 seconds from each party who has not hung up.Note: if you were looking for chat conference in Collaboration, read more: Multiuser group chat.

Video call

Video in Collaboration is fully supported on Chrome browser (WebRTC video).

2-way video is currently fully supported between Collaboration on Chrome and:

1. Collaboration on Chrome
2. Collaboration on Firefox
3. Kite user on Chrome
4. Kite user on Firefox
5. Vision/ SuperVision
6. iOS / Android client
7. Video intercoms / IP webcams

For more information about Intercoms integration, check documentation in the section Intercoms: https://manuals.wildix.com/#developer

For the details of how to configure intercoms for sending video stream and adding an unlock button, check the online documentation: Intercoms integration with Wildix – Video before answer and Unlock button.

Start video streaming during a call:

1. Click Other -> Video from the call dialog:  

Start video call during chat:

1. Video icon is available in the Messaging menu (upper right corner). By clicking Video, audio call is started automatically with video: 

AdHoc call Recording

During a call click Call recording icon to start / stop call recording.

Note: you can also dial Feature Code Record (*1) during a call to start / stop call recording.

To pause/ resume call recording, use Feature Code Pause Recording (*2). Consult Feature Codes and Pre answer Services Guide for details.

Call recordings are sent to a user via email and can be accessed later on via CDR-View and Collaboration -> History.