Introduction

The Connect Web Phone allows users to utilize their computer as a “soft phone” to make and receive calls as if they were using a physical desk phone. The Connect Web Phone has all the features of your physical desk phone or mobile app, including:

• Make/Receive calls
• Access to your Contacts
• Access to your Voicemails 
• Chat and/or SMS/MMS
• Change your voicemail settings
• Change your “Answering Rules”
• Manage many different conversations at the same

This guide will walk you through logging in to the Connect Web Phone and a tour of the webphone options.

Accessing the Connect Web Phone

There are three ways to access the Connect Web Phone:

1. Using your web browser
2. From the applications in the Connect Portal
3. Progressive Web Application (PWA)
    

Web Browser

• Using your web browser, navigate to: 
  https://portal.personacloud.net/webphone/login
• Enter your username (extension@domain) and your password (If MFA is enabled, you will be prompted for your code)
• Click “LOG IN” to access the web phone.
• If you cannot remember your username or password, click the links to recover your information under the login button.
   

Connect Portal

• Login to the Connect Portal
• Click the “Apps” drop-down menu on the upper right side of the page
• Select the “Connect Web” option, and the web phone will open in a new window.
  
  
   

Progressive Web App (PWA)

• USING GOOGLE CHROME, login to the Web Phone from the Connect Portal or the URL https://portal.personacloud.net/webphone/login
• Click on the “Settings” or icon on the left side of the web phone.
• Select “Install PWA” to download the web phone as a Chrome application to run in the background.
• The app is now installed on your machine. Add to your favorites by pinning it to your taskbar or dock for easy access
• Once the download is complete, simply click the icon for the web phone and log in with your credentials. 
  
  The application will run without needing to have a tab open or be logged into the portal.

Navigating the Connect Web Phone

The Connect Web Phone has many areas which are accessed by the Navigation Pane. These are:

• Contacts: Displays all contacts within your You can also create new personal contacts.
• Call History: Displays call activity for your extension
• Chat and SMS: This area allows you to chat with other users. If your organization has SMS enabled, you can use this area to text outside
• Answering Rules: You can manage all your answering rules. These rules are based on Time Frames that were set by your organization or created in the Portal. See Time Frames for more info.
• Call Center: If this user is an agent in one or more call queues, then statuses for those queues will appear
• Call Park: Park zones that have been created in your organization will be listed here. You can park/unpark calls using this area.
• Voicemail: You can manage your voicemails here
• Greetings: Add, edit, delete, and manage all your voicemail greetings
• Settings: Manage settings for your web phone

You can also show/hide the Navigation Pane as needed and log out of the Web Phone.

Making a Call

There are a few ways to initiate a phone call:

• Through Contacts: Scroll through your contacts, click the desired entry, and click the “Call button” (phone icon).
• Through Call History: Scroll through the entries, click the desired entry (example John), and click the “Call John” option (phone icon).
• Through Voicemail: If you wish to call someone who has left you a voice button, click the “Call button” (phone icon) that appears on the voicemail
• Manual Entry: Click the red button and enter the number you wish to dial.

Options During a Call

While a call is being processed, a card is placed on the grid, and you have all the usual options.

MUTE - Mutes your voice to the caller

HOLD - Places the caller on hold, allowing you to come back to it later (Note: Calls will ringback after a set time if the call is left on hold)

DIALPAD - This allows you to press digits while on a call. It is helpful in navigating auto-attendant menus for example.

ADD CALL - This allows you to add another call for a 3-way conference; the popup below will show when selected, enabling you to choose between contacts on the system or enter an outside number.

TRANSFER - This allows you to transfer a call to an existing contact or an outside number. The same popup above will appear when selecting this icon. Once connected to the transferred party, you can choose Complete Transfer to connect them with the caller.

PARK CALL - This allows you to place the call on one of your available park slots on the system. Parking allows other parties to pick up the call, unlike putting a call on hold. Once you have a call parked, anyone on the system can pick up the parked call in several different ways. See Call Parks below for more information.

SWITCH PHONE - This brings up a list of devices you have available to move the call to. Let's say you need to move it to your mobile app; select the Switch Phone option and select your Persona Connect+ app to move the call there.

HIDE CALL - This pins the calls in the background with the other cards on your screen. Selecting the … (More) icon in this state will bring the card back to the front.

START RECORDING - This option allows you to start/stop recording the call

Contacts

This displays a customizable list of contacts within your organization. You can search, sort, and filter this list. In addition to what is shown below, you can click on any contact entry to display its details and initiate any kind of phone call.

Call History

This displays a list of your call activity. In addition to what is shown below, you can click on any entry to display all related history, initiate contact, and add this person as an entry in your “Contacts.”  Each call entry is shown with history icons:

• Inbound:
• Outbound:
• Missed Call:

Voicemail

This displays a list of your voicemails. It displays new and saved voicemails to which you can listen by clicking the Play button. The image below shows a voicemail transcribed using our premium transcription feature.

Chat and SMS

This displays all chat conversations and other conversations between you and others. All Connect Web phone users can chat with other Web Phone and Connect Mobile users within their organization.

NOTE: If you want to text outside people using SMS, the SMS feature must be added to your organization’s account.

As shown above, for each conversation you have, a conversation card is placed on the grid by default. You can close any of these cards and delete them. Deleting a card from the grid does not delete the conversation itself.

If you are manually typing a phone number to text (SMS) an outside party, you must type in the entire number, then click the suggestion that pops up. Then click the check mark to start the conversation.

Call Park

This area displays a list of the call parking spots for your organization. You can park/un-park calls using this area.  For example, the parking spot (Park1) contains one parked call. It displays CallerID information about the parked call including who parked the call and how long the call has been parked.

Answering Rules

This area displays the answering rules you can set, telling the system what to do when someone calls you. You can have many different answering rules, but only one rule can be “active” (depending on the date/time). A blue dot marks the active rule and depends on your Time Frames:

• Time Frames: Tells the system when the answering rule is active. See Time Frames for more details
• Answering Rules: Tells the system what to do during the time frame. Example: Send all calls to voicemail.
• Priority:  If two answering rules occur simultaneously, you can choose the active rule by setting a priority. 
  
  The webphone is one of the places you can prioritize your rules.

Greetings

This displays a list of your voicemail greetings that you have created. Once the greetings are created, you can make one of them active here. You can also edit and delete them.

Connect Insight (Call Center)

This area displays information for your call center on two tabs:

• My Queues: Displays all queues of which you are an agent.
• My Stats: Displays common statistics for you across all your queues.

My Queues Tab: Displays all queues of which you are an agent. The example below shows you are an agent of the Office and the TechSupport queues.

My Stats Tab: This tab displays an assortment of useful statistics for all your queues.

Settings

This displays the settings for your Web Phone. In addition to what is called out below, you can edit set your speakers and microphone on which to take calls.

Shared Voicemail

Our shared voicemail features can be added to the webphone but require additional setup. To get this set up, please open a service ticket with the following information.

• Which mailboxes should be shared?
  • This should be a list of mailboxes displayed on the web phone.
     
• Who are we sharing them with?
  • This should list users to whom the feature will be added.

In the image below, the key features are highlighted and defined. If this feature has been enabled for you, The Shared Voicemail icon and/or name will show up on the left-hand navigation menu. Once you click on this, you will see a screen similar to the one below that has all the mailboxes you were granted permission to. 

• This page refreshes every 30 seconds or whenever you select the icon in the navigation bar on the left. Any new messages will automatically show up once the page refreshes

NOTE: Badge Icons for new messages cannot currently be displayed in the menu bar on the left for Shared Voicemails. We recommend setting up Email or SMS notifications for the mailbox/s to let users know to check the shared voicemail tab.