For more information on Vocalocity Mobile for the iphone, visit our support portal https://support.vocalocity.com If you need additional assistance: Phone 1-866-901-0242 Vonage Business for iphone User Guide 1
Vonage Business 3200 Windy Hill Road Suite 200 East Atlanta, GA 30339 Sales 1-877-862-2562 Support 1-866-901-0242 business.vonage.com 2015 Vonage Marketing LLC. All Rights Reserved. This product is protected by U.S. Patent 8,467,3554. Vonage, the Vonage logo, and combinations thereof are trademarks of Vonage Business in the United States and other countries. iphone is a registered trademark of Apple Inc. This document contains information proprietary to Vonage Business., and shall not be used for engineering, design, procurement, or manufacture, in whole or in part, without the consent of Vonage Business. The content of this document is intended to demonstrate typical uses and capabilities of the Vonage Business Mobile application from Vonage Business. Vonage Business makes no warranty regarding the content of this document, including, but not limited to, implied warranties of fitness for any particular purpose. Every effort has been made to ensure that the information in this document is accurate. Vonage Business is not responsible for printing or clerical errors. The Vonage Business Mobile for iphone User Guide is an independent Vonage Business document and has not been authorized, sponsored, or otherwise approved by Apple Inc. Mention of third-party products is for informational purposes only and constitutes neither an endorsement nor a recommendation Vonage does not control, and is not responsible for, any third-party information, including, without limitation the content, accuracy, compatibility, performance, use, or any other aspect of these products. All understandings, agreements, or warranties, if any, take place directly between the vendors and the prospective users. Credits: asi-http-request Copyright (c) 2007-2011, All-Seeing Interactive HockeySDK-iOS Copyright (c) 2012-2013 HockeyApp, Bit Stadium GmbH. JSONKit Copyright 2011, John Engelhart. MBProgressHUD Copyright (c) 2013 Matej Bukovinski Reachability Copyright (C) 2009 Donoho Design Group, LLC For more information, please contact us at support@vonagebusiness.com. 2
Table of Contents Overview 5 Softphone Features 5 Account Management Features 5 Initial Setup 6 Getting Ready 6 Incoming Call Behavior 7 VoIP Calling - Softphone Functionality 8 Non - VoIP Calling - Call Back Feature 9 Signing In 10 Basic Navigation 11 Incoming Calls 12 Contacts 13 Contact Type 13 Contact Status/Icons 14 Calling a Contact 15 Call Queue and Conference Bridges 16 Voicemail 17 Listening to Messages 17 Deleting Messages 18 Return Calls 19 Dialer 20 SIP Status 20 Placing a Call 21 Call Controls 22 Call Log 23 Call Log Icons 23 Calling a Call Log Entry 24 3
Table of Contents Settings 25 Extensions 25 Never Miss A Call Settings 26 Send to Voicemail 27 Forward All Calls 28 Follow Me 29 Simultaneous Ring 30 Do Not Disturb 31 Voicemail Settings 32 Mailbox PIN 33 Out of Office 34 Voice to Email Address 35 Delete on Email 36 Greetings 37 Device Settings 38 Extension Settings 39 Call Screening 39 Call Announce 40 Screening Menu 41 Screen Greeting 42 Telephony 43 VoIP Calling 43 Ring Tones 44 Cell Number 45 Profile 46 Credentials & Security 47 Resources 48 4
Overview Vonage Business Mobile provides customers access to their Vonage phone service while on the go. Conduct business from anywhere, update personal settings, and stay connected without missing a call. Vonage Business Mobile for iphone is also a VoIP softphone for the Apple iphone mobile device. You can use a Wi-Fi internet connection on your iphone to make and receive calls without using cellular data. When Wi-Fi is not available, you can use the cellular data connection for calls. Softphone Features Make and receive calls over Wi-Fi or 3G/4G Speaker-phone, Mute, Hold Company Directory + iphone Contacts One click to place a call to colleagues or contacts Ring tones Support for DTMF: ability to enter numbers to use an auto attendant Runs in background Account Management Features Visual voicemail Call History Change Never Miss a Call settings Monitor Call Queues Manage Extension settings 5
Initial Setup Getting Ready Once you have installed Vonage Business Mobile onto your iphone device, make sure you have set up Wi-Fi and Cellular correctly in your iphone. Wi-Fi & Cellular Settings Set up Wi-Fi: from the main iphone screen, tap Settings > Wi-Fi. Turn on the Wi-Fi field. The Choose a Network panel will be populated with access points. Tap to choose an access point and wait for the item to show a check mark (indicating that you are connected). Set up Cellular (3G/4G): On ios 6, tap Settings > General > Network. Toggle on Cellular Data. On ios 7, tap Settings > Cellular > Toggle on Cellular Data. Set up Roaming Options: On ios 6, tap Settings > General > Network. Toggle on Data Roaming. On ios 7, tap Settings > Cellular > Toggle on Data Roaming. TIP: Avoid data roaming charges by your cellular carrier when outside the US by turning off data roaming and using Wi-Fi hotspots instead of your cellular network. Since your calls are charged under your Vonage calling plan, you won t have international call roaming charges to deal with. Siri The Siri option Raise to Speak should be disabled while using this app. When enabled, the feature may interfere with audio. To disable, go to Settings > General > Siri > Raise to Speak > Toggle > off NOTE: Voice quality is subject to Wi-Fi or 3G/4G signal strength and available bandwidth. 6
Initial Setup Incoming Call Behavior Users have the option of configuring Vonage Business Mobile to listen for calls and alert you to incoming calls even when the app is in the background. Enabling Incoming VoIP Calls helps ensure all incoming calls to their Vonage phone number ring through the mobile application. However, while turning this setting on provides better inbound call consistency, there may be some impact on battery life. To enable Incoming VoIP Calls 1. Tap the Settings icon 2. Tap VoIP Calling in the Telephony section 3. Turn on VoIP Calls - to establish your SIP connection 4. Turn on Incoming VoIP Calls 7
Initial Setup VoIP Calling - Softphone Functionality Vonage Business Mobile is a softphone allowing users to make and receive calls using their Vonage Business account. When using softphone functionality, the Caller ID associated with the Vonage account will display. To use softphone features, a Wi-Fi or 3G/4G cellular data connection is required to establish a SIP connection. See the Dialer page 22 of this guide for instructions on establishing VoIP (SIP) connectivity. Important VoIP over 3G/4G Notice: Some mobile network operators may prohibit or restrict the use of Voice over Internet Protocol (VoIP) functionality over their network, such as the use of VoIP telephony over a cellular network, and may also impose additional fees, or other charges in connection with VoIP. Be sure to check the terms of your agreement with your cellular phone carrier. Vonage will not be held liable for any charges, fees, or liability imposed by your cellular/mobile carrier for use with Vonage Business Mobile service. 8
Initial Setup Non-VoIP Calling - Call Back Feature If a data connection is not available, outbound calls can still be made using Vonage Business Mobile. When dialing a number, the Call Back feature is used to route the call through the Vonage Business account. The Caller ID associated with the Vonage Business account will display. Vonage will trigger the smart phone to ring and dial out to the destination party, using the cellular network. When this feature is used, the following experience occurs in the application. 9
Signing In Sign in with your Vonage Business Username and Password. 10
Basic Navigation Top Navigation Bottom Navigation 11
Incoming Calls Incoming calls ring through the Vonage Business Mobile application and appear in a screen specific to the Vonage Business Mobile experience on an iphone. Vonage Business Mobile must have the setting, VoIP Calling, enabled and have an active SIP connection in order to receive calls. Also, the app must have the setting Incoming VoIP Calls enabled to be alerted to incoming calls while the app is minimized. 12
Contacts Contact Types The Contacts feature provides quick access to iphone contacts, the Company Directory, Vonage conference bridges, and Call Queues. TIP: Use the refresh icon if contacts do not display immediately 13
Contacts Status Icons The Company Directory acts as a dashboard, allowing you to see who is on a call. 14
Contacts Calling a Contact Tap to call any contacts or Vonage extensions. 15
Contacts Call Queues and Conference Bridges Tap to check the status of Call Queues and Conference Bridges. Call Queue Status Conference Bridge Status 16
Voicemail Listening to Messages 17
Voicemail Deleting Messages Users can delete voicemails from their Vonage Business account through the mobile application. Voicemails that are deleted through the application are deleted from the entire Vonage Business account and will no longer appear in the web User Interface, mobile app, Desktop App, or on a physical desk phone. 18
Voicemail Return Calls 19
Dialer SIP Status The current status of the VoIP Calling SIP connection is visible in the Dialer screen. A green antenna indicates that the SIP connection is currently active. A red antenna in the window indicates that the SIP connection is inactive. SIP Active SIP Inactive NOTE: When the VoIP Calls feature in Settings is enabled, the application will actively attempt to maintain the SIP connection. 20
Dialer Placing a Call 21
Dialer Call Controls Dialing Out On Call 22
Call Log Call Log Icons Vonage Business Mobile enables users to see their Call Log/History in order to easily identify inbound and outbound calls. 23
Call Log Calling a Call Log Entry 24
Settings Extensions Vonage Business Mobile provides access to all of the extensions that are currently assigned to the user logging into the application. This extension list allows the user to customize settings per extension using the mobile app. 25
Settings Extensions Never Miss a Call Settings The Never Miss a Call Settings enable users to control how incoming calls are handled to ensure they are sent to the location or phone desired. 26
Settings Extensions Never Miss a Call Settings Send to Voicemail Enables the user to set the exact number of seconds their extension rings before sending the caller to voicemail. 27
Settings Extensions Never Miss a Call Settings Forward All Calls Enables users to designate a phone number where all incoming calls will be forwarded. 28
Settings Extensions Never Miss a Call Follow Me Enables users to create a chain of phone numbers or devices that are called in sequence before sending the caller to voicemail. 29
Settings Extensions Never Miss a Call Settings Simultaneous Ring Enables users to set up phone numbers or devices that will ring at the same time when a call is received. 30
Settings Extensions Never Miss a Call Settings Do Not Disturb Enables the user to send a call directly to Voicemail without ringing a specific phone number or device. 31
Settings Extensions Voicemail Settings The voicemail settings option in Vonage Business Mobile enables users to take advantage of features like emailing Voicemail recordings to a specific address and sending calls directly to voicemail at all times. 32
Settings Extensions Voicemail Settings Mailbox PIN Enables users to change the PIN number that is requested when accessing Voicemail outside the Vonage system. 33
Settings Extensions Voicemail Settings Out of Office When turned on, incoming calls are sent directly to voicemail. 34
Settings Extensions Voicemail Settings Voicemail to Email Address Enables users to set the email address where recording files of voicemails are sent when the Send to Email option is turned on. 35
Settings Extensions Voicemail Settings Delete on Email Voicemails are automatically deleted from the Vonage account as soon as they are sent to the email address. Voicemails will no longer be accessible via the mobile app. Desktop app, Web user interface, or a physical desk phone. 36
Settings Extensions Voicemail Settings Greetings Record any of your four customizable greetings when using the mobile app. Name Greeting This greeting will only play if your account is configured with a dial-by-name directory. When callers enter your name through the directory, this name greeting will play to confirm they have dialed correctly. Unavailable Greeting This greeting will play if you do not answer your phone, either because you are out of the office or when you are on a call and the second line on your phone rings. Busy Greeting This greeting will play if your phone is on Do Not Disturb, or if you receive a call when all other line appearances on your phone are in use. Out of Office Greeting This greeting will play in place of the unavailable and busy message for as long as the Out of Office is turned on. In order to revert to your original unavailable and busy greeting, you must turn off Out of Office (See page 34 for Out of Office Settings). 37
Settings Extensions Device Settings Vonage Business Mobile enables users to view any of the devices currently associated with the user s Vonage Business Account. By selecting any device on this page, users can: Change the device active status between On and Off. View the name assigned to the device. View the device type. View the MAC Address assigned to the device if necessary. View the SIP User assigned to the device. 38
Settings Extensions Extension Settings Call Screening Enable Call screening for your extension. Call Screening allows you to configure your extension so that each call is announced to you using the recorded name of the caller. 39
Settings Extensions Extension Settings Call Announce Enable Call Announce for your extension. Call Announce is an advanced Call Screening feature. It whispers an audible version of the custom tag to you, preparing you in advance of answering the call. 40
Settings Extensions Extension Settings Screening Menu Enable the Screening Menu for your extension. With this option selected, you will hear a list of options on how you wish to handle the call. 41
Settings Extensions Extension Settings Screen Greeting Record a Screen Greeting for your extension. If you choose to activate Call Screening, you have the option to record a greeting for your callers; an example greeting could be Please let me know who is calling. 42
Settings Telephony VoIP Calling To utilize the app s softphone functionality, use the VoIP Calling settings. Enable VoIP Calls to display network and phone options. Enable VoIP Calls: Incoming VoIP Calls - Enable this feature to receive call alerts when the app is in the background. Next choose network preferences: Wi-Fi + 3G/4G - Calls are sent and received on either Wi-Fi or 3G/4G data networks. The app will always choose Wi-Fi first if both networks are detected. Wi-Fi Only - Calls are sent and received when connected to a Wi-Fi network. This is a popular option for international travelers. 3G/4G Only - Calls are sent and received only in 3G/4G coverage areas. 43
Settings Telephony Ring Tones The Vonage Business Mobile application provides a range of different ring tones. 44
Settings Telephony Cell Number When outbound dialing without VoIP Calling enabled, the app will prompt you to enter your Call Back number. The mobile number of your iphone is stored in this section. 45
Settings Profile Edit user profile name or email address. 46
Settings Credentials & Security 47
Resources For more information on Vonage Business Mobile for the iphone, visit our support portal: https://support.vonagebusiness.com If you need additional assistance: Phone 1-866-901-0242 48