by Manny Manzanilla

4 December 2023

How to Use ReachUC Desktop

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Making Outgoing Calls
Incoming Calls
Checking Voicemail
Enable/Disable DND (Do Not Disturb)
Merging and Starting Conference Calls
Split Calls (Remove from Conference)
Transferring calls
SMS/MMS Features
Contacts - Quick Dial
Contacts - Company Directory

1. Making Outgoing Calls

Once logged in, you will be on the Dialpad menu by default.

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If you do not see the Dialpad by default, click on the Dialpad

From the Dialpad menu, you can use the Mouse to move the arrow cursor to the point and click on the dial pad for the phone number or extension you wish to dial, followed by the Green Phone icon to place the call. Alternatively, you can use the Number Keys on your Keyboard to enter a phone number or extension, followed by the Enter key to place the call.

Once the call is answered you will see the screen update to show you that you are calling.

Once the user call is answered, you will notice a few icons that control the call settings appear. As well as an option to open a separate window for this call in the bottom right corner.

Clicking on the Speaker icon will bring up the sub-menu where you change your speaker and microphone devices. You can also access further Sound Settings as well during the call.

Clicking on the Pause icon will place the call on hold.

You will notice that the Call Timer now says On Hold, and the Pause icon has changed into a Play button. Click this icon to resume the call.

Red Phone Icon will end the call. The mic button next to it will mute or unmute your call.

You will see a double window icon on the bottom right corner of the active call screen.

Click on this, and you will have the call open in a mini window. With fewer in-call options available. You can minimize or exit the mini window by clicking the - or X icons on the top right. Remember that clicking on the X icon will only close this window. It does not end the call. You must click the Red Phone icon to end the call in this window or the main Active Call Screen

For a description of the following icons, please skip to the ReachUC Native Desktop Guide ReachUC Native Desktop Guide, and ReachUC Native Desktop Guide sections of this article.

2. Incoming Calls

When there is an incoming call, the screen will change to the following display in the image below. From here, you can answer the call from the Active Call Screen, beneath the dial pad under Incoming, or the Pop Up Notification. Answer the call by clicking on the Green Phone icon or Answer from the pop-up. End the call by clicking on the Red (Grey under the dial pad under Incoming) phone icon or Reject from the pop-up. Ending the call will send it straight to your voicemail.

Once the call is answered, the following highlighted icons appear on the screen. Please refer to the ReachUC Native Desktop Guide section for a description of these functions.

For a description of the following icons, please skip to the ReachUC Native Desktop Guide ReachUC Native Desktop Guide, and ReachUC Native Desktop Guide sections of this article.

3. Checking Voicemail

When a voicemail is left in your inbox, a notification voicemail icon will appear under the dial pad. Click on the voicemail icon.

The following options will appear on the active call screen. You will be prompted to enter your voicemail pin. Click on DTMF.

This will bring up the dial pad where your voicemail pin must be entered, followed by the pound key.

Alternatively, you can access your voicemail box without the voicemail icon by dialing 5001 on the dial pad and clicking the green phone icon. Then follow steps 2 and 3.

4. Enable/Disable DND (Do Not Disturb)

To Enable DND, click on the Moon icon so it is solid.

To Disable DND click on the Moon icon so that it is only an outline.

5. Merging and Starting Conference Calls

While on a live call and another caller calls in, you will see it under the dial pad as INCOMING.

Click on the Green telephone icon to answer.

The Merge option will also appear at the bottom of the active call screen. Click on Merge to combine calls into a Conference call.

Similarly, if you are on a live call and wish to start a conference with someone not calling, you can call their phone number and click Merge when they answer.
You'll notice that your active calls have been combined into one labeled Conference once merged when successfully.

At the top of the conference screen, it will show how many participants are in the conference call as head icons, but not including yourself. When someone is speaking their icon will become larger than the rest.

You can also add another participant to the conference while the conference is already active. Click on the Add Call.
Enter the number on the dial pad, then press the Green Phone icon.

The Merge option will also appear at the bottom of the active call screen. Click on Merge to combine calls into a Conference call.

6. Split Calls (Remove from Conference)

While on a conference call, you can split (remove) which will show all phone numbers in this conference.

You can select the phone number(s) you wish to remove from the conference if you click on it.

The separated phone numbers under the Dial Pad are active calls. You can click on them to switch between calls or end them.

7. Transferring Calls

To Blind __ transfer a call directly to another extension, click on the Blind transfer icon.

Next, enter the extension number to whom you are transferring the call, then click on the Green Phone icon

To transfer but notify who you are transferring to first, click on Attend.

Next, enter the extension number, then click on the Green Phone icon

This will place the caller on hold and transfer you first so you can speak to whom you are transferring the call. When you are finished communicating, click on Transfer.

8. SMS/MMS Features

Users will be able to text internally with users in their domain. To use sms/texting features with an external phone number, a 10DLC Brand and Campaign registration must be completed. A direct dial phone number is also assigned to the extension/user. Please reach out to the Telephony Team to complete the 10DLC registration process and assign a direct phone number.
To Start a chat, enter the extension or phone number of whom you would like to send an sms/text message using the dial pad. Then click on the Message icon under the dial pad.

You will be brought to the following screen. Click on the Message Bar at the bottom to type a message. To the right, you will notice a Paper Clip icon, which you can click to add files or images. There is also an Emoji icon to add an Emoji. Once you are ready to send the message click on the Green Arrow icon.

If the sms/text message was sent to an external phone number for the first time, you would receive the following message:

While the receiver at the external phone number will receive the following __ Opt-In/Opt-out message the receiver must agree to. Once they have agreed, you will receive a notification on your end. You must resend another message, as the initial message only goes through as an Opt-in/Opt-out.

You can also send an Audio Message. You will see a Microphone icon to the right with the message bar empty. Click on this to begin recording.

You will notice the message bar changes to the recording. Begin recording your message, and when completed, click on the Green Arrow icon to send.
Clicking on the Stop icon will stop and delete your current recording then bring you back to the message bar.

All your message threads will be accessible by clicking on the Messages icon to the left of the dial pad.

From here, click on the thread you wish to continue a chat with

Right-clicking on a thread will pull up the following sub-menu. Copy number: Copies the phone number for you to paste elsewhere. Delete all messages: Deletes all messages in that thread. Delete complete history: Deletes All threads in your chat history.

9. Contacts - Quick Dial

You can access your Quick Dial settings by clicking on the Contacts icon to the left of the dial pad.

From here, click on the Plus +

This will bring up the following menu to create a contact. Enter a contact's name, external phone number, or an extension, and enable BLF. BLF will let you see if the user is on a call. (Enabling BLF only works if the quick dial contact is an extension on your company domain). Once completed, click Save.

You will notice that the Contact you created is now under the Quick Dial:

From here, select a contact to call by clicking their name followed by the Phone icon or send them a text/SMS message by clicking on the Message.

Click the Dialpad Icon to return to the home screen/dial pad.

You will find that the Contact you created is now under the dial pad menu. Left-click on the contact's name and the system will auto-call them. Right-click on the name will bring up the following options.

To edit or delete this Quick Dial/Contact click on the Contacts Icon

Next, right-click on the user you wish to edit or delete. This will bring up the option to Edit or Delete the user. Left-click on the option you wish to do.

If you select Delete, you will receive the following confirmation you must accept before the contact is deleted.

10. Contacts - Company Directory

You can also access your Company Directory by clicking on the Contacts icon to the left of the dial pad.

From here, click on the top drop-down menu, then select PBX.

A company directory list with usernames and extensions will now appear.

From this contact list, you can left or right-click on any user to pull up their Contact Info. You can call the selected contact by clicking on the Phone icon or send an SMS/text message by clicking on the Message

You can add a user from the Company Directory to your Quick Dial contacts by right or left-clicking on the contact you wish to add then click the Green Pin icon while viewing their Contact Info.

From here, you can edit the contact's information if needed and Enable BLF. Once completed, Click Save.
This user will now be under your Quick Dial menu and under your dial pad menu.

Left-clicking the contact's name will auto-call the contact. Right-clicking the name will bring up the following options.

If you Enabled BLF you will be able to see if the user is on a call or has DND enabled from the Quick Dial menu or Home Screen/Dial Pad. (If DND is enabled it will also show On Call)

To edit or delete the user from your Quick Dial/Contact list, click on the Contacts Icon

Next, right-click on the user you wish to edit or delete. This will bring up the option to Edit or Delete the user. Left-click on the option you wish to do.

If you select Delete, you will receive the following confirmation you must accept before the contact is deleted.

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