GETTING STARTED

The NextLevel WebPhone is a feature of the web Portal that allows users to make and receive phone calls with a web application. This phone can be used as a supplement or an alternative to a traditional desk phone.

You will need a microphone and speakers or headset that is compatible and properly configured with your computer to use the WebPhone. Note: If you do not have a microphone and speakers enabled, the WebPhone will NOT register.

NextLevel WebPhone is accessed by clicking the link at the top of the Portal page.

NextLevel WebPhone must be enabled for your account before you can access this feature. If this link is not available in your portal, please contact NextLevel Client Services to initiate the setup process.

LOGGING IN

Log into the NextLevel Portal with your user information. Click the WebPhone link in the list of links at the top of the page.

The WebPhone will be launched in a new window. When you launch the app, you may be prompted to allow access to your microphone or to allow the WebPhone to receive inbound calls. Click “Yes”.

Note: If you have popups blocked by your browser, you may need to change the settings in your browser or make an exception to allow this popup.

You may see a brief tutorial indicating where different controls are found within the WebPhone. Click “Next” or “Done” to progress through them.

Logging into the WebPhone creates a new Phone for your User (also known as a “device” or “clone”), which will be your extension number followed by the letters “wp”.

To receive inbound calls on the WebPhone, your active answering rule must contain the setting to simultaneously ring the device ending in “wp”, or to simultaneously ring all user’s phones. Clicking “Yes” on the prompt to allow the WebPhone to receive calls will enable the sim ring on the default answering rules. If you have more advanced answering rules, you may need to enable the Simultaneous ring feature on one or more answering rules manually.

MAKING AND RECEIVING CALLS

When you receive an inbound call, you will see an overlay on the WebPhone with the Caller ID Number, with the option to Answer, Ignore, or Reject. You will also see a notification pop up near the bottom right of your screen.

1. Click Answer to accept the call.

2. Click Ignore to stop the call from ringing on your WebPhone, but not send the call immediately to voicemail. The caller will still hear ringing and will not know that the call has been ignored.

3. Click Reject to send the call immediately to voicemail. If you have a custom destination in the “Forward when unanswered” rule of your active Answering Rule, the call will follow that rule instead.

To make an outbound call, you can click on the orange plus sign in the bottom right corner from any screen then click the dial pad icon labelled New Call.

1. Use the On-Screen dial pad or your keyboard to type in the extension number or 11- or 10-digit phone number of the party you wish to call.

2. Click the green phone icon or press the Enter key to initiate the phone call.

Once on a call, the screen will change to the Call Control screen.

1. Mute – temporarily mute your microphone. The icon will be highlighted to show that mute is active. Click again to unmute your microphone.

2. Hold – place the caller on hold. They will hear music on hold. The icon will be highlighted to show you that hold is active. Click again to return the call to active.

3. Dial pad – access the dial pad in cases where you need to enter a number (also known as DTMF).

4. Transfer – bring up a dial prompt to “Choose from contacts” or “Dial a new number”.

a. If you click “Choose from contacts”, you can scroll through your contacts or type in the search bar, select the contact, and click the phone icon on the right. A new menu “Complete transfer via” will pop up. Click “Blind Transfer” to complete the transfer.

b. If you click “Dial a new number”, you can type on the keypad, click the green phone icon, then click “Blind Transfer” to complete the transfer.

c. After you click “Blind Transfer”, the call will be transferred to your selected destination, your call on the WebPhone will end, and you will see a confirmation message “Transfer Completed” at the bottom of the WebPhone window.

5. Switch Phone – bring up a menu of other phones that you have registered. Click to initiate a call to the other phone, and answer the other phone seamlessly move the call to the new phone.

6. Contacts – minimizes the Call Control screen and accesses the Contacts list, where you can view contacts. This is for viewing only; if you want to transfer to your contacts do so by clicking the transfer icon from the Call Control screen.

7. More options – bring up a menu with more options.

a. Record Call – begins recording the current call. Once clicked, the entire call will be recorded.

b. Hide Call – hides the call, allowing you to navigate the WebPhone interface. Select “Return to call” at the top to access the Call Control screen.

To end a call, click the red phone icon on the Call Control screen.

CONTACTS

Search, View, and Edit - Click the magnifying glass icon and begin typing. Your filtered results will appear as you type. Click a contact to view.

1. Call – click the phone icon on the right side to initiate a call.

2. Favorite – click the orange star icon to add this contact to your favorites list.

3. More – click the 3 vertical dots icon in the top right to access more options.

4. Edit – click to edit the contact.

5. Copy to clipboard – click to copy all the contact’s info to your clipboard.

6. Delete – if this is a custom contact, you can click to delete this contact–a confirmation window will appear.

Filter – Click the triangle / down arrow next to “Contacts” to access the dropdown.

1. Favorites – display the contacts you have labelled as favorites by clicking their star icon.

2. My Contacts – display the custom contacts that you have added to your account.

3. Coworkers – display the default contacts on your NextLevel phone system.

4. Online – display users that have a phone currently registered.

5. Busy – display users that are busy.

Sort – click the three descending lines icon to access the dropdown.

1. Online – sort contacts by online status, alphabetically by last name.

2. Extension – sort contacts by extension number. An arrow icon will appear, click to sort descending or ascending.

3. Last Name – sort contacts by Last Name. An arrow icon will appear, click to sort descending or ascending.

4. First Name – sort contacts by First Name. An arrow icon will appear, click to sort descending or ascending.

Add – Click the plus icon in the top right to add a new contact. Fill in the desired fields and click Save.

VOICEMAIL

Click the Voicemail icon in the navigation bar to access your voicemail.

Click the down arrow next to “Voicemail” to filter new or saved messages.

Click on a voicemail message to expand the options.

1. Name – the caller ID Name of the caller.

2. Time – when the message was left.

3. Voicemail Transcription – if enabled, the transcription preview will appear.

4. Play – click to hear the message via your speakers. Includes a time marker and the duration of the message.

5. Call – click to initiate a callback to the caller.

6. Save – click to move the voicemail to your saved messages box.

7. Forward – click to forward the voicemail to another user. You will be presented with your contact list. Click a contact to forward the voicemail. A confirmation message will appear briefly at the bottom of the WebPhone window.

8. Delete – click to delete the message. A confirmation message will appear briefly at the bottom of the WebPhone window.

CALL HISTORY

Click the Call History icon to view your Call History.

Click the down arrow next to “Call History” to filter by all calls, missed calls, inbound calls, or outbound calls.

Click on the call to view additional details. From this view you may click the phone icon to initiate a call to the number. If the person is a contact, you will also be able to click to view the contact information.

MENU

Click on the 3 horizontal lines icon to open the Menu Drawer.

At the top of the drawer, you will see the name of your user and your currently active answering rule.

The app drawer menu has additional options.

ANSWERING RULES

Click on the Answering Rules icon to manage your currently active answering rules.

You may drag and drop an answering rule to change its priority; for example, by dragging the “Out of Office” rule to the top. A confirmation message will appear briefly at the bottom of the WebPhone window indicating the priority has been saved.

Due to a current issue with the Answering Rules syncing, you may need to refresh the WebPhone window after changing your answering rules to ensure the change is reflected properly. Until this issue is resolved, we recommend you use the portal to set your answering rule order.

SETTINGS

Click on the ringtone icon to manage your ringtone. Clicking one of the ringtones will select that ringtone and play a quick preview. Click Save to update your selection.

LANGUAGE

To select a language, click on the globe icon and select between English, Spanish, and French.

CALL RECORDING

Permanent Call Recording may be enabled as an always-on service for your WebPhone device, like enabling Call Recording on any other line associated with your user.

Mid-Call Recordings (calls that are recorded by using the recording option in the WebPhone) will be accessible in your call history just like other call recordings.

If your account currently has Call Recording as a service, these Mid-Call Recordings will be stored with the same duration and limitations as your other calls. If your account does not have Call Recording as a service, these calls have no guarantee of storage duration.

Contact NextLevel Support if you would like to have permanent Call Recording enabled on your WebPhone device.

KNOWN ISSUES

Answering Rules may not sync properly after being updated via the WebPhone interface. You may need to refresh the WebPhone browser window after changing your answering rules to ensure the change is reflected properly. This issue is planned to be addressed in a future release. Until this issue is resolved, we recommend you use the portal to set your answering rule order.

DTMF can fail if dialed too quickly. If you experience errors inputting dial tone (i.e., press 2# to leave a message or type an extension number in a menu), try again more slowly. Allow time for the full tone to play and finish before dialing the next key.

Caller ID Number is displayed for inbound calls, but Caller ID Name is not. This issue is planned to be addressed in a future release.

Call Recording option cannot be hidden. Once the “Start Recording” button has been clicked, the entire phone call may be recorded. Clicking “Stop recording” may not deactivate recording once it has been started.

Using the call monitoring feature to Whisper or Join a call with a WebPhone user may unexpectedly stop the WebPhone user from sending audio. WebPhone user will be able to hear but may not be heard by other callers.

BROWSER SUPPORT

WebPhone browser support is subject to change as browsers are updated.

Supported browsers at time of release:

Google Chrome version 67.0.3396.79

Firefox version 60.0.1

GRAVATAR SUPPORT

The WebPhone takes advantage of Gravatar to display the image or icon in place of the user’s initials. Gravatar is a third-party service not associated with NextLevel.

The WebPhone will check Gravatar’s database and display an image if the email address assigned to your NextLevel user is found.

Please visit gravatar.com if you would like to learn more or set up an account.