GETTING STARTED

The NextLevel Mobile SoftPhone is a mobile application available on your Android smartphone which allows you to make and receive phone calls with your NextLevel extension, as well as manage user settings and listen to voicemail right from your mobile device.

NextLevel Voice Mobile SoftPhone must be enabled on your NextLevel account before you can log into the app. If you would like to use this app but do not have this service enabled, please contact NextLevel Client Services to initiate the setup process.

INSTALLATION & LOG IN

You can download the app directly from the Google Play store by searching for “NextLevel Voice”. You can also follow the link in the NextLevel Portal by navigating to the Phones tab and pressing NextLevel Mobile. Use your QR code enabled app to launch the appropriate app store on your phone.

Press Install to download and install the app on your phone. You will need to press Accept when prompted with the permissions to enable the app.

Once installed, you will be able to log in with your NextLevel username and password. Note: You must have a secure password set up on your voice account. You will not be able to access the app with your voicemail PIN.

To receive inbound calls on the Mobile SoftPhone, your active answering rule must contain the setting to simultaneously ring the device ending in “m” or to simultaneously ring all user’s phones. If you have basic answering rules, you can simply press the Simultaneous Ring checkboxes on the default answering rule. 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 a full screen popup with the Caller ID Name and Number, with the option to Answer or Reject.

1. Press Answer to accept the call.

2. Press 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 press the blue dial pad icon in the bottom right corner from any screen.

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. Press the green phone icon to initiate the phone call.

To Move a Call from your desk phone to your mobile phone, dial *88 in the app and press the call icon.

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. Press 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. Press again to return the call to active.

3. Speaker – Change the call audio to speaker, press again to move back to earpiece.

4. Add Call – Press Add Call to bring up a dial pad. Dial a new number and press the green button to initiate a new call leg. The existing call will be placed on hold when you press dial. You will see a new bar at the bottom of the screen indicating which party is on hold. You may press the held party’s caller ID to switch between active parties. Once answered by the new party, the button will be replaced with “Merge Calls” which you can press to join the calls into a 3-way-call. Note: if a member of the 3-way-call hangs up, the call audio may be dropped for all parties.

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

6. Transfer – bring up the option of Assisted Transfer or Blind Transfer.

a. Assisted Transfer – This feature is not currently functional; the transfer cannot be completed at this time. This feature is expected to be addressed in the next patch of the app.

b. Blind Transfer – Press blind transfer, then type the phone number or extension number you wish to transfer to. Note: pressing one of the contacts on this screen will initiate a new call to that contact; it will not complete the transfer.

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

8. Contacts – displays a popup list to view contacts. Press a contact to place the current call on hold and initiate a new call to the contact. Contacts are listed alphabetically with your on-net contacts, then your custom contacts, then your mobile phone’s contacts.

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

a. Record Call – begins recording the current call. Note: you may start and stop recording the call one time. If you initiate recording a second time, the call may not be recorded at all.

b. Hide Call – hides the call, allowing you to navigate the Mobile SoftPhone interface. Press the blue dial pad again to return to the Call Control screen.

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

CONTACTS

Press the Contacts icon in the navigation bar to view your contacts.

Search – Press the magnifying glass icon and begin typing. Your filtered results will appear as you type. Press a contact to view.

Filter – Press the triangle/down arrow next to “Contacts” to access the drop-down.

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

2. Phone – display the contacts in your mobile phone’s contact list.

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

Once you select a contact you may press one of the options to Call, Email, or Edit.

VOICEMAIL

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

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

Press 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 – press to hear the message. Includes a time marker and the duration of the message.

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

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

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

8. Info – view more detailed information about the message.

9. Delete – press to delete the message.

CALL HISTORY

Press the Call History icon to view your Call History.

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

Press the call to initiate a call to the phone number.

Press the Info icon on the call to view additional details. From this view you may press the phone icon to initiate a call to the number. If the person is a contact, you will also be able to press to view the contact information. If they are not a contact you can create a contact for the number.

MENU

Press 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

Press 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.

Press an answering rule to view more details about the rule.

GREETINGS

Press the Greetings icon to manage your greetings.

Your currently active greeting will have a check mark next to it.

Press a greeting to listen, set it to active or delete it.

Press the plus icon to add a new recording. Type in a name for the new greeting, click the record button and speak. You may review, redo, or save the new greeting. The new greeting will not be set to active by default.

SETTINGS

Press the settings icon to manage the app settings.

1. Mobile Number – display the mobile number of your device.

2. Automatic Bug Reporting – send bug or crash reports to developers automatically.

3. Format Numbers by Geolocation – the app will attempt to display phone numbers formatted for the region where the phone is physically located.

4. Enable Software Echo Cancelling – the app will attempt to use the device’s hardware echo cancelling functionality.

5. Automatically Dim Screen During Calls – allow the screen to dim while on an active call.

6. Run NextLevel Voice at Phone Startup – automatically start the app when turning on or restarting your device.

7. Default Calling Method – gives the ability to connect the call via your mobile number instead of the NextLevel extension number; still uses NextLevel voice service to complete the call.

CALL RECORDING

Permanent Call Recording may be enabled as an always-on service for your Mobile SoftPhone 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 Mobile SoftPhone) 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 Mobile SoftPhone device.

KNOWN ISSUES

1. 3-way-calls – when the added party hangs up, you may lose audio between the remaining two callers.

2. Assisted transfer – this feature is not currently functional; the transfer cannot be completed at this time. This feature is expected to be addressed in a future software patch. Use blind transfer instead.

3. Blind Transfer – after pressing blind transfer and entering digits you can select from contacts at the top of the screen. Pressing one of these contacts initiates a new call to the contact and does not complete the blind transfer. Once this new call is initiated, you can no longer complete any transfer, due to the assisted transfer issue listed above. Do not use the autocompleted contacts to initiate a blind transfer.

4. Call Recording – pressing “Start Recording” and “Stop recording” works once, but pressing start and/or stop more times may cause the entire call to not be recorded. Do not start and stop the recording multiple times.

5. Call Recording – recording quality may be low on mobile SoftPhone, including choppy audio.

6. Passwords that contain certain specialty characters will return an incorrect password error even when you enter the password correctly. Note: create a new password with different special characters, avoid the character #.

7. Moving from WiFi to Cellular Data (or vice-versa) will drop an active call. If you plan on leaving a WiFi area while on a call, turn off WiFi before initiating the call.

VERSION

NextLevel Voice Mobile Softphone app Version 1.2.2