Vonage Business for iPhone® User Guide

For more information on Vocalocity Mobile for the iPhone, visit our support portal | https://support.vocalocity.com
If you need additional assistance:
Phone | 1-866-901-0242
Vonage Business
for iPhone® User Guide
1
Vonage Business
3200 Windy Hill Road
Suite 200 East
Atlanta, GA 30339
Sales | 1-877-862-2562
Support | 1-866-901-0242
business.vonage.com
© 2015 Vonage Marketing LLC. All Rights Reserved.
This product is protected by U.S. Patent 8,467,3554.
Vonage, the Vonage logo, and combinations thereof are trademarks of Vonage Business in the United States and other countries.
iPhone is a registered trademark of Apple Inc.
This document contains information proprietary to Vonage Business., and shall not be used for engineering, design, procurement, or manufacture, in whole or in part, without the consent of Vonage
Business. The content of this document is intended to demonstrate typical uses and capabilities of the Vonage Business Mobile application from Vonage Business. Vonage Business makes no warranty
regarding the content of this document, including, but not limited to, implied warranties of fitness for any particular purpose. Every effort has been made to ensure that the information in this
document is accurate. Vonage Business is not responsible for printing or clerical errors.
The Vonage Business Mobile for iPhone User Guide is an independent Vonage Business document and has not been authorized, sponsored, or otherwise approved by Apple Inc.
Mention of third-party products is for informational purposes only and constitutes neither an endorsement nor a recommendation Vonage does not control, and is not responsible for, any
third-party information, including, without limitation the content, accuracy, compatibility, performance, use, or any other aspect of these products. All understandings, agreements, or
warranties, if any, take place directly between the vendors and the prospective users.
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For more information, please contact us at [email protected].
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Table of Contents
Overview
Softphone Features
Account Management Features
Initial Setup
Getting Ready
Incoming Call Behavior
VoIP Calling - Softphone Functionality
Non - VoIP Calling - Call Back Feature
Signing In
Basic Navigation
Incoming Calls
Contacts
Contact Type
Contact Status/Icons
Calling a Contact
Call Queue and Conference Bridges
Voicemail
Listening to Messages
Deleting Messages
Return Calls
Dialer
SIP Status
Placing a Call
Call Controls
Call Log
Call Log Icons
Calling a Call Log Entry
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Table of Contents
Settings
Extensions
Never Miss A Call Settings
Send to Voicemail
Forward All Calls
Follow Me
Simultaneous Ring
Do Not Disturb
Voicemail Settings
Mailbox PIN
Out of Office
Voice to Email Address
Delete on Email
Greetings
Device Settings
Extension Settings
Call Screening
Call Announce
Screening Menu
Screen Greeting
Telephony
VoIP Calling
Ring Tones
Cell Number
Profile
Credentials & Security
Resources
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Overview
Vonage Business Mobile provides customers access to their Vonage phone service while on the go. Conduct business from
anywhere, update personal settings, and stay connected without missing a call.
Vonage Business Mobile for iPhone is also a VoIP softphone for the Apple iPhone mobile device. You can use a Wi-Fi internet
connection on your iPhone to make and receive calls without using cellular data. When Wi-Fi is not available, you can use the
cellular data connection for calls.
Softphone Features
• Make and receive calls over Wi-Fi or 3G/4G
• Speaker-phone, Mute, Hold
• Company Directory + iPhone Contacts
• One click to place a call to colleagues or contacts
• Ring tones
• Support for DTMF: ability to enter numbers to use an auto attendant
• Runs in background
Account Management Features
• Visual voicemail
• Call History
• Change “Never Miss a Call” settings
• Monitor Call Queues
• Manage Extension settings
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Initial Setup
Getting Ready
Once you have installed Vonage Business Mobile onto your iPhone device, make sure you have set up Wi-Fi and Cellular correctly in
your iPhone.
Wi-Fi & Cellular Settings
• Set up Wi-Fi: from the main iPhone screen, tap Settings > Wi-Fi.
Turn on the Wi-Fi field. The Choose a Network panel will be populated with access points. Tap to choose an access point and
wait for the item to show a check mark (indicating that you are connected).
• Set up Cellular (3G/4G):
• On iOS 6, tap Settings > General > Network. Toggle on Cellular Data.
• On iOS 7, tap Settings > Cellular > Toggle on Cellular Data.
• Set up Roaming Options:
• On iOS 6, tap Settings > General > Network. Toggle on Data Roaming.
• On iOS 7, tap Settings > Cellular > Toggle on Data Roaming.
TIP: Avoid data roaming charges by your cellular carrier when outside the US by turning off data roaming and using Wi-Fi
hotspots instead of your cellular network. Since your calls are charged under your Vonage calling plan, you won’t have
international call roaming charges to deal with.
Siri
• The Siri option Raise to Speak should be disabled while using this app. When enabled, the feature may interfere with
audio. To disable, go to Settings > General > Siri > Raise to Speak > Toggle > off
NOTE: Voice quality is subject to Wi-Fi or 3G/4G signal strength and available bandwidth.
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Initial Setup
Incoming Call Behavior
Users have the option of configuring Vonage Business Mobile to “listen” for calls and alert you to incoming calls even when the app
is in the background. Enabling Incoming VoIP Calls helps ensure all incoming calls to their Vonage phone number ring through the
mobile application. However, while turning this setting on provides better inbound call consistency, there may be some impact on
battery life.
To enable Incoming VoIP Calls
1. Tap the Settings icon
2. Tap VoIP Calling in the Telephony section
3. Turn on VoIP Calls - to establish your SIP connection
4. Turn on Incoming VoIP Calls
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Initial Setup
VoIP Calling - Softphone Functionality
Vonage Business Mobile is a softphone allowing users to make and receive calls using their Vonage Business account. When using
softphone functionality, the Caller ID associated with the Vonage account will display. To use softphone features, a Wi-Fi or 3G/4G
cellular data connection is required to establish a SIP connection.
• See the Dialer page 22 of this guide for instructions on establishing VoIP (SIP) connectivity.
Important VoIP over 3G/4G Notice: Some mobile network operators may prohibit or restrict the use of Voice over Internet
Protocol (VoIP) functionality over their network, such as the use of VoIP telephony over a cellular network, and may also
impose additional fees, or other charges in connection with VoIP. Be sure to check the terms of your agreement with
your cellular phone carrier. Vonage will not be held liable for any charges, fees, or liability imposed by your cellular/mobile
carrier for use with Vonage Business Mobile service.
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Initial Setup
Non-VoIP Calling - Call Back Feature
If a data connection is not available, outbound calls can still be made using Vonage Business Mobile. When dialing a number,
the Call Back feature is used to route the call through the Vonage Business account. The Caller ID associated with the Vonage
Business account will display.
Vonage will trigger the smart phone to ring and dial out to the destination party, using the cellular network. When this feature is used,
the following experience occurs in the application.
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Signing In
Sign in with your Vonage Business Username and Password.
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Basic Navigation
Top Navigation
Bottom Navigation
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Incoming Calls
Incoming calls ring through the Vonage Business
Mobile application and appear in a screen specific
to the Vonage Business Mobile experience on an
iPhone.
Vonage Business Mobile must have the setting, VoIP Calling,
enabled and have an active SIP connection in order to receive calls.
Also, the app must have the setting Incoming VoIP Calls enabled to
be alerted to incoming calls while the app is minimized.
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Contacts
Contact Types
The Contacts feature provides quick access to iPhone contacts, the Company Directory, Vonage conference bridges,
and Call Queues.
TIP: Use the refresh icon if contacts do not display immediately
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Contacts
Status Icons
The Company Directory acts as a dashboard, allowing you to see who is on a call.
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Contacts
Calling a Contact
Tap to call any contacts or Vonage extensions.
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Contacts
Call Queues and Conference Bridges
Tap to check the status of Call Queues and Conference Bridges.
Call Queue Status
Conference Bridge Status
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Voicemail
Listening to Messages
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Voicemail
Deleting Messages
Users can delete voicemails from their Vonage Business account through the mobile application. Voicemails that are deleted through
the application are deleted from the entire Vonage Business account and will no longer appear in the web User Interface, mobile app,
Desktop App, or on a physical desk phone.
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Voicemail
Return Calls
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Dialer
SIP Status
The current status of the VoIP Calling SIP connection is visible in the Dialer screen. A green antenna indicates that the SIP connection
is currently active. A red antenna in the window indicates that the SIP connection is inactive.
SIP Active
SIP Inactive
NOTE: When the VoIP Calls feature in Settings is enabled, the application will actively attempt to maintain the SIP connection.
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Dialer
Placing a Call
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Dialer
Call Controls
Dialing Out
On Call
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Call Log
Call Log Icons
Vonage Business Mobile enables users to see their Call Log/History in order to easily identify inbound and outbound calls.
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Call Log
Calling a Call Log Entry
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Settings
Extensions
Vonage Business Mobile provides access to all of the extensions that are currently assigned to the user logging into the application.
This extension list allows the user to customize settings per extension using the mobile app.
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Settings
Extensions | Never Miss a Call Settings
The Never Miss a Call Settings enable users to control how incoming calls are handled to ensure they are sent to the location or
phone desired.
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Settings
Extensions | Never Miss a Call Settings | Send to Voicemail
Enables the user to set the exact number of seconds their extension rings before sending the caller to voicemail.
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Settings
Extensions | Never Miss a Call Settings | Forward All Calls
Enables users to designate a phone number where all incoming calls will be forwarded.
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Settings
Extensions | Never Miss a Call | Follow Me
Enables users to create a “chain” of phone numbers or devices that are called in sequence before sending the caller to voicemail.
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Settings
Extensions | Never Miss a Call Settings | Simultaneous Ring
Enables users to set up phone numbers or devices that will ring at the same time when a call is received.
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Settings
Extensions | Never Miss a Call Settings | Do Not Disturb
Enables the user to send a call directly to Voicemail without ringing a specific phone number or device.
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Settings
Extensions | Voicemail Settings
The voicemail settings option in Vonage Business Mobile enables users to take advantage of features like emailing Voicemail
recordings to a specific address and sending calls directly to voicemail at all times.
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Settings
Extensions | Voicemail Settings | Mailbox PIN
Enables users to change the PIN number that is requested when accessing Voicemail outside the Vonage system.
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Settings
Extensions | Voicemail Settings | Out of Office
When turned on, incoming calls are sent directly to voicemail.
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Settings
Extensions | Voicemail Settings | Voicemail to Email Address
Enables users to set the email address where recording files of voicemails are sent when the Send to Email option is turned on.
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Settings
Extensions | Voicemail Settings | Delete on Email
Voicemails are automatically deleted from the Vonage account as soon as they are sent to the email address. Voicemails will no
longer be accessible via the mobile app. Desktop app, Web user interface, or a physical desk phone.
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Settings
Extensions | Voicemail Settings | Greetings
Record any of your four customizable greetings when using the mobile app.
Name Greeting
This greeting will only play if your account is
configured with a dial-by-name directory. When
callers enter your name through the directory, this
name greeting will play to confirm they have dialed
correctly.
Unavailable Greeting
This greeting will play if you do not answer your
phone, either because you are out of the office or
when you are on a call and the second line on your
phone rings.
Busy Greeting
This greeting will play if your phone is on “Do Not
Disturb,” or if you receive a call when all other line
appearances on your phone are in use.
Out of Office Greeting
This greeting will play in place of the unavailable
and busy message for as long as the “Out of Office”
is turned on. In order to revert to your original
unavailable and busy greeting, you must turn off “Out
of Office” (See page 34 for Out of Office Settings).
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Settings
Extensions | Device Settings
Vonage Business Mobile enables users to view any of the devices currently associated with the user’s Vonage Business Account.
By selecting any device on this page, users can:
• Change the device active status between On and Off.
• View the MAC Address assigned to the device if necessary.
• View the name assigned to the device.
• View the SIP User assigned to the device.
• View the device type.
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Settings
Extensions | Extension Settings | Call Screening
Enable Call screening for your extension. Call Screening allows you to configure your extension so that each call is announced to you
using the recorded name of the caller.
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Settings
Extensions | Extension Settings | Call Announce
Enable Call Announce for your extension. Call Announce is an advanced Call Screening feature. It whispers an audible version of the
custom tag to you, preparing you in advance of answering the call.
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Settings
Extensions | Extension Settings | Screening Menu
Enable the Screening Menu for your extension. With this option selected, you will hear a list of options on how you wish to handle the
call.
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Settings
Extensions | Extension Settings | Screen Greeting
Record a Screen Greeting for your extension. If you choose to activate Call Screening, you have the option to record a greeting for
your callers; an example greeting could be “Please let me know who is calling”.
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Settings
Telephony VoIP Calling
To utilize the app’s softphone functionality, use the VoIP Calling settings. Enable VoIP Calls to display network and phone options.
Enable VoIP Calls:
•
Incoming VoIP Calls - Enable this feature
to receive call alerts when the app is in the
background.
Next choose network preferences:
•
Wi-Fi + 3G/4G - Calls are sent and received on
either Wi-Fi or 3G/4G data networks. The app
will always choose Wi-Fi first if both networks
are detected.
•
Wi-Fi Only - Calls are sent and received
when connected to a Wi-Fi network. This is a
popular option for international travelers.
•
3G/4G Only - Calls are sent and received only
in 3G/4G coverage areas.
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Settings
Telephony | Ring Tones
The Vonage Business Mobile application provides a range of different ring tones.
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Settings
Telephony | Cell Number
When outbound dialing without VoIP Calling enabled, the app will prompt you to enter your Call Back number. The mobile number of
your iPhone is stored in this section.
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Settings
Profile
Edit user profile name or email address.
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Settings
Credentials & Security
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Resources
For more information on Vonage Business Mobile for the iPhone, visit our support portal: https://support.vonagebusiness.com
If you need additional assistance:
Phone | 1-866-901-0242
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