How to Use Webphone : Support Help Desk

1. Log into your account at https://portal.digitalphone.io

2. Click the "Webphone" link at the top of the screen.

3. Click the "LOGIN" button in the pop up window that opens.

4. When you open the webphone, it will automatically run you through a short tutorial on how to use it. Hit the "Next" button to move through the tutorial.

Basic Use

Receiving Calls

Incoming Calls will ring in your headset and will appear in the window like this:

The Green icon on the left will answer the call.

The Grey icon in the center will silence the call.

The Red icon on the right will reject the call.

When you answer a call, your webphone screen will change to give you access to your call features.

Making Calls

This icon in the bottom right of the screen allows you to make a call or send an inter-office message (or SMS if you have that enabled for your extension.)

This icon opens the messaging interface. Either click the contact in your list, or if you want to send an SMS to an external number, enter the phone number in at the top of the screen where it says "Search," then click the SMS icon that pops up.

Note: if you have multiple SMS numbers attached to your extension, you can click the phone number in the bottom right to change which number the SMS is sent from.

This icon opens the dial pad. Simply enter the number you want to dial, then hit the green phone icon at the bottom of the screen to call it. Once you are on a call, your webphone screen will change to give you access to your call features.

Call Features

Note: in this screenshot, the call is muted.

"Mute" will prevent the caller from hearing what you say.

"Hold" will put the call on hold.

"Dial Pad" can be used to dial numbers in auto attendants or voicemail PINs, but not to make calls.

"Transfer" allows you to transfer the call to another contact or phone number.

"Blind Transfer" means you will not speak to the person you are transferring to first.
"Assisted Transfer" puts the caller on hold so you can speak to the person who will be receiving the call before they take it.

"Add Call" allows you to make a call while your first call is on hold.

"Switch Phone" allows you to send the call to another phone attached to your extension.

"Contacts" allows you to review your contact information.

"More" allows you to manually turn on call recording for the call.

Note: there is another option that says "Hide Call" that is currently not functional.

This icon will end the call.

When you make an additional call using the "Add Call" feature, your screen will change to give you access to additional features:

"Swap Calls" will put your currently active call on hold and pick up your call that is currently on hold.

"Merge Calls" will create a conference call between both your active calls and yourself.

Advanced Use

When you enter your webphone, it will be on your "Contacts" page by default.

This symbol in the top left corner of the screen allows you to access the menu to change your Answering Rules, Voicemail Greetings, and other settings.

If you click the word "Contacts" it allows you to filter your contacts based on their groups or status.

This symbol in the top right of the screen allows you to search your contacts list.

This symbol in the top right of the screen allows you to change the order in which your contacts are sorted.

This symbol in the top right corner of the screen allows you to add a new contact.

Additionally, the phone icons on other extensions in your organization indicate that extension's status:

Green phones mean the user's phone is online and not in use.
Red phones mean the user's phone is online and currently in use.
Grey phones mean the users phone is not online.
A chat bubble means they are currently logged into their portal and will see any inter-office messages you send.

If you click on a contact, you can view their phone number/extension, their email address if available, and you can interact with that contact.

This symbol in the top right corner of the screen accesses your contact options, where you can edit the contact, or copy their contact details to your computer's clipboard to paste elsewhere.

This symbol indicates that this contact is NOT a "Favorite." If you want them to be a "Favorite," simply click the star.

This symbol indicates that this contact IS a "Favorite." If you want them to no longer be a "Favorite," simply click the star.

This symbol allows you to either send an inter-office message to your contact, or an SMS if your extension is SMS enabled. You can contact support at 336-544-4000 if you want more information about becoming SMS enabled.

This symbol allows you to call this contact.

This symbol in the top left corner of the screen will bring you back to the main Contacts page.

This symbol along the top of the page brings you to your voicemail page.

Any voicemails that are in your inbox will be listed here. You will see the name of the caller, the time they left the voicemail, and the duration of the voicemail. If you have voicemail transcription turned on, you will also have an automated transcription of the call if it is less than 1 minute long.

You can click this icon to listen to your voicemail message on your computer.

If you click anywhere else on the voicemail, additional options will become available.

You can click this icon to call back the number that left you the voicemail.

You can click this icon to move the voicemail to the saved folder in your voicemail inbox.

You can click this icon to forward the voicemail to another extension within your organization, simply locate the other party in the Contacts list that pops up, and click their name.

You can click this icon to delete the voicemail from your inbox. Voicemails are permanently deleted every 24 hours, so if you contact support at 336-544-4000 the same day a message is deleted, we may be able to retrieve it for you.