Manual: Impact Phone for Windows
Version: 1.0.13-rc2 (17.06.2019)
This article provides an introduction and overview of the Impact Phone for Windows. Depending on version the screenshots might vary.
Overview:
- Setup
- Settings
- Presence and Account Switching
- In call features and handling (incl. voicemail, multiple calls, attended transfer)
1. Setup
Download Impact Phone for Windows from this link: https://cdn.impactechs.com/telecoms/ImpactPhone/ImpactPhone-1.0.13-rc2.exe
Please install Impact Phone on your Windows machine with the provided setup file. To do this you will need Administrator privileges.
After installing you will see the screen pictured above. If you use the Impact CRM you can login with the same account credentials using your email address, host name and password. If not, then select “Impact PBX LOG in”.
When selected “Impact PBX LOG in”, you will see the above screen. Enter the data you received from your administrator about your extension. Create a display name, this is what will be seen by your colleagues when they are called by you. The API key is only necessary if you want to see your remaining account balance in the Impact Trunk. Click “Connect” to continue.
You are connected now and ready to make and receive phone calls using your standard microphone and speakers. Successful connection is signaled by the green dot next to your initials.
2. Settings
Next to your name click on the three dots “…” and select “Preferences”.
SIP Accounts
In this screen you can edit accounts that have already been added to your Impact Phone. Click on the marker to open an account and edit. Normally, the account settings do not need to be changed. However, if you experience connection problems select “UDP” in the “Transport” field instead of TLS.
You can also add more accounts as pictured above. By doing so you can have several accounts active at the same time and you can easily switch between accounts in the main screen of the Impact Phone (instructions on how to do this will be shown later).
Select “Billing enabled” if you want to see your remaining account balance in the Impact Trunk. For every PBX the API key needs to be entered in the Impact Phone to use this feature. The API key will be provided by the administrator if applicable.
Audio Settings
This section demonstrates how to configure your audio settings. In this example a USB Headset is set up as a playback and capture device. The ring tone on an incoming call is played by the computer speakers and can be set to your requirements.
You can also choose the ring tone. By clicking on the ring tone icon you can choose between pre-configured ring tones or browse your computer to select an alternative. Supported formats are WAV and MKV files. We also suggest leaving Echo Cancellation enabled.
Use the codecs PCMU and PCMA (G.711), G.722 and GSM. To avoid any codec-related audio issues ensure they are enabled and at the top of the list (you can grab and move them up).
Video Settings
To use Video Calling sselect the correct webcam as the Video input device. Adjust the frame rate according to your internet connection. We suggest using the default values and codecs provided.
Calls and Chat
This section provides configuration of your calls and chat.
Encryption: Please consult with your admin to enable call encryption.
Auto answer: When enabled, incoming calls are automatically answered, so you don’t need to press the pick up call button. The delay for the call pickup can also be defined and whether Auto answer can switch to a video call.
Call Waiting: When enabled, you can accept multiple calls on the Impact Phone. When in a call and another call comes in, it will be signaled in the phone that another call is waiting. For this feature multiple lines are used. If disabled, then only one call can be made at a time. All additional incoming calls get transferred according to the forwarding rules in your extension. Please note that the default is to your voicemail.
Show telephone keypad: Shows the keypad automatically when in a call.
Keep calls window in background: When disabled the call window comes to the front of the screen when a call comes in.
Call pause enabled: When enabled, calls can be paused during a call. In this case, the caller or callee is put on hold until you resume the call.
Automatically record calls: When enabled, all calls are automatically recorded. Before using this feature please refer to local regulations and laws regarding call recording.
Enable conference: When enabled this gives you the option of having chat conferences.
Enable notification sound: When enabled this feature plays the selected notification sound every time a new chat messages arrives when the phone is not in the foreground.
Enabled Attachment: When enabled, it allows you to send attachments within chats, e.g. documents. A server URL needs to be configured to use this feature. Please refer to your admin.
Network
Please do not change the Network Settings from the default settings unless advised by your administrator.
User Interface
You also have the option to change the user interface, storage locations and other settings.
The languages available are English, German, French, Chinese, Turkish, Portuguese (Brasil), Swedish, Russian and Lithuanian. More languages will be added in the future and can be added via the language files. Please note that after changing the language, the phone needs to be restarted.
Avatars / Pictures can be uploaded for your accounts (still in development).
Exit App on close window: When enabled, the app is closed when the phone windows is closed using the “X” button in the top right corner of the screen. If disabled, this action minimises the phone to the task bar and remains active.
Automatically start Impact Phone: When enabled Impact Phone starts when Windows starts.
3. Presence and Account Switching
By clicking on the green dot, you open presence and account switching.
Presence: You can switch your presence status between “Available, Busy, Do not Disturb and Offline”. When configured in the PBX, you can define with a user account in the PBX portal, what happens to incoming calls when the status is set. These are the Forwarding rules. For example, when busy, forward to voicemail, when DND, then forward to operator, etc.
Accounts: Switch easily between configured accounts (if several accounts are added) to make calls. All accounts are active simultaneously, therefore the phone will ring when a call comes into any one of the active accounts.
4. In Call Features and Call Handling
This section describes the features available when in a call and how to handle multiple calls at the same time.
The call window when in a call appears as pictured above.
Add Call: Add an additional call by providing the phone or extension number. This initiates a second call and puts the first call on hold.
Conference Call: Add calls by providing the phone or extension number to add additional calls to a conference.
Microphone button: Switches the microphone on and off.
Camera button: Switches the video on and off.
Pause button: Puts an active call on hold.
Arrow button: Forwards the active call to another destination, e.g. a phone number or another extension (via direct transfer).
Chat button: Opens the chat window with the extension called.
Rec button: Records the active call or stops recording it.
Gear button: Gives access to the volume of the microphone and speaker as well as selecting the webcam.
Dialpad button: Shows or hides the dialpad.
How to check my voicemail
Dial your personal extension number to check your voicemail. For example, if your extension number is 1005 after you dial it you will be prompted to type in your voicemail pin followed by #. The voicemail pin is available from your administrator. From the menu you have the option to listen to messages, delete or store them and configure your voicemail.
Voicemails can also be attached to an email mailbox. This depends on the system configuration. Please ask your administrator.
How to handle multiple calls
If “Call Waiting” is enabled in the settings, you can handle several calls at the same time. If during a call a second call comes in, it will appear in the left pane under the currently active call and will also be signaled with a beep via audio.
By clicking on the three lines next to the call you can select what to do with the second call while still in the first call:
Accept Audio Call: Accepts the second call and puts the first call on hold. The first caller/callee will hear music while on hold.
Accept Video Call: This is the same as accepting an audio call, but the call gets answered using video (this only works if the caller also sends a video signal).
End Call: When you end a current call with a call waiting the forwarding rules on presence sets status to “Busy”. This is configured for your extension in the PBX. Default is to send the caller to Voicemail.
How to do an attended transfer
In an attended transfer, the first call is put on hold while you are speaking to a colleague when there’s a call for him/her. After speaking to your colleague, you put the call through to him/her.
When in the call click “Add Call” and dial your colleague's number/extension. The first call is put on hold while you speak with the colleague. When ready, end the call with colleague and resume the first call. Then click the Arrow button and forward the call directly to your colleague.
Additional features will be added in time which we will inform you about by updating this document. If you have any questions please feel free to contact us.