call.center™ Overview

call.center™ is an innovative SIP-based softphone for Mac OS, iOS, Android, Windows devices and computers. It is specifically designed to securely and efficiently manage and control remote apps.

The call.center™ app presents a unique, simple-to-use, and intuitive drag-to-call user interface. All its necessary functions are displayed front and center, smoothly integrating and optimizing voice operations with the workflow processes.

A fully-featured management portal is provided to use in conjunction with the call.center™ apps. This allows administrators to securely configure and maintain apps installed on user devices, regardless of their location or operating system. This means that SIP passwords are hidden from users, providing a significant layer of security for the underlying network.

Back to the top

Architecture

The call.center™ platform consists of two distinct components:

  • A softphone app installed on the end-user device, computer, or any so called call.centerTM device
  • The call.center™ management portal, which is used to:
    • Configure and manage service providers and SIP accounts associated with each provider
    • Multiple service providers may be included and multiple SIP accounts may be added to each provider.

    • Configure and manage contacts and the devices allocated to contacts
    • Multiple contacts, each with multiple end-user devices, may be included. In addition, each end-user device may be supported by a single or multiple SIP account(s).

    • Manage and control devices (end-user apps)
    • You can activate and deactivate devices via the management portal.

    You can use call.center™ with any SIP-compatible VoIP provider. call.center™ is integrated with phone.systems™, the cloud-based PBX platform from telecom.center™. call.center™ configuration and management depends whether you are using phone.systems™ or an alternative service provider. Both phone.systems™ and generic SIP providers may be used simultaneously by call.center™ apps.

Back to the top

Features

By using the call.center™ app, you can easily do the following:

  • Receive and make calls using SIP-based infrastructure
  • Mute calls
  • Put calls on hold
  • Enable the "Do not disturb" mode
  • Transfer calls
  • Host conference calls
  • Access call history
  • Import and manage contacts
  • Make notes
  • Use push notifications on the app
  • Initiate calls directly from a web browser or another application using callto and tel protocols
  • Configure multiple SIP lines per app
  • Forward calls
Back to the top

Supported call.center™ platforms

The following are the supported call.center™ operating system platforms:

  • Android
  • iOS
  • Mac OS
  • Windows
Back to the top

Registering a call.center™ account

Free registration for the call.center™ management portal is available at https://my.call.center/.

The call.center™ management portal is hosted on the telecom.center™ platform. Registration on the telecom.center™ website provides a single sign-on access to a number of projects supporting open interconnectivity and standards, such as the cloud-based phone.systems™, PBX.

To register a call.center™ account:

  1. Go to the https://my.call.center/ website. You will be redirected to https://my.telecom.center/ to log in.
  2. Click Create an Account.
  3. In the Register page, provide the following details:
    • First Name
    • Last Name
    • Email
  4. Click Next
  5. Provide the following details (optional):
    • Organization Name
    • Website (URL)
  6. Click Next to display the following Register page.
  7. Provide a password.
  8. Confirm the password.
  9. Check the Privacy Notice checkbox (required).
  10. Check the Subscribe to News and Updates checkbox (optional).
  11. Click the I’m not a robot checkbox to confirm that you are not a robot.
  12. Click Create Account.
  13. A message is displayed informing you that an account activation link was sent to your email.

  14. Open your email which contains your activation link.
  15. To continue your registration, click the Confirm my account button.
  16. The telecom.center™ page is displayed and a message, saying your email was successfully confirmed, is displayed.

  17. Now, you can enter your email and password to access your account.
Back to the top

Installing call.center™

To download the call.center™ softphone application, visit the official call.center™ website at https://call.center/softphone-download/ and select your preferred operating system.

Each platform has several download options that include links to the native app store, as well as allowing the direct download of the app installation files. The latest Beta code versions may also be listed as available download options.

Installing on the Windows platform

Two versions of the call.center™ exist for the Windows platform:

  • From the Microsoft Store
  • Using the installation file (ClickOnce)

The difference between these options is that the Microsoft Store version of call.center™ is only available for the Windows 10 OS, and may only be accessed through the Microsoft Store application. However, the ClickOnce version of the call.center™ may be downloaded and used without a Microsoft Account.

It is important to note that the Microsoft Store version supports Push notifications, while the ClickOnce version does not include this feature.

Microsoft Store method:

  1. Click on the link “Download Windows 10 Live (Microsoft Store)” to access the Microsoft Store web portal displaying the call.center™ page.
  2. Click the GET button, and the Microsoft Store application will open to display the call.center™ page.
  3. Click the Install button and wait until the installation process has been completed.
  4. Click the Launch button to start the call.center™ application.

ClickOnce method:

  1. Click on the link “Download Windows Live Version (ClickOnce)” and a Setup.exe file will be downloaded.
  2. Launch the Setup.exe file and follow the installation instructions.
  3. After the installation process has been completed, the call.center™ application will be immediately launched.

Installing on a macOS platform

Two download and installation options are available for macOS platform:

  • From the App Store
  • Using APP file

App Store method:

  1. Click on the link “Download iOS Live Version (App Store)”.
  2. A prompt will appear that provides a link to the App Store. Press the Open button to continue.
  3. Install the application from the App Store onto your device.

APP file method:

  1. Click on the link “Download MacOS Live Version (APP)” to download the ZIP file to your computer.
  2. Unzip the downloaded file in the directory where you would like to store the call.center™ application.
  3. Run the call.center.app file, and the application will open without installation.

Installing on an iOS platform

  1. Click on the link “Download iOS Live Version (App Store)”.
  2. A prompt will appear with the option to open a link to the App Store. Press the Open button to continue to the App Store.
  3. Install the application from the App Store onto your device.

Installing on an Android platform

Two download and installation options are available for the Android platform:

  • From the Google Play store
  • Using an APK installation file

Google Play method:

  1. Click on the link “Download Android Live Version (Google Play)”.
  2. A Google Play application will launch, displaying a call.center™ app window.
  3. Install the application from Google Play onto your device.

APK installation file method:

  1. Click on the link “Download Android Live Version (APK)”.
  2. Open up the APK file to install the call.center™ application on your device.

Joining the call.center™ Beta program

Each supported operating system has a Beta version of call.center™ available for download.

The purpose of the Beta version is for users to test the yet unreleased version of call.center™, explore new features, and provide general feedback to our development team via our built-in feedback option.

If you wish to participate and test the Beta version of call.center™, you may download the Beta version of the application and install it on your device.

Note that for certain platforms, it is necessary to submit a request to join the Beta program. If so, instructions on how to join this program are provided after selecting the Download Beta option.

Back to the top

Configuring call.center™ in the management portal

The call.center™ management portal is hosted on the telecom.center™ platform. Registration on the telecom.center™ website provides a single sign-on access to a number of projects supporting open interconnectivity and standards, such as call.center™ and, phone.systems™, the cloud-based PBX.

Note that the phone.systems™ PBX platform is the default service provider for call.center™, but users may add their own VoIP service providers to support call.center™.

Adding a service provider

If you intend to use a service provider other than phone.systems™, it is necessary to first add the details of that service provider before configuring the SIP accounts supported by that provider .

  1. Select the Service Providers section in the top menu.
  2. To add other SIP-compatible VoIP providers, click Add Provider.
  3. Add the service provider(s) by configuring the Basic Settings parameters.
    • Service Provider Name (required) - A friendly name to reference the provider
    • SIP Server (required) - The SIP host domain address
    • SIP Port (optional) - The port number carrying the SIP traffic. If no value is entered, the default port 5060 is used.
    • In Advanced Settings, provide the SIP Proxy Address (optional). The service provider may require this parameter for outbound traffic.
  4. Click the Save button to complete the service provider configuration.
Back to the top

Managing Service Providers

Editing a Service Provider
  1. Click the Gear icon associated with the Service Provider to which changes should be made.
  2. Make the appropriate changes according to your requirements.
  3. Click the Save button to confirm the changes.
Deleting a Service Provider
  1. Click the Gear icon associated with the Service Provider to be deleted.
  2. Click “Delete service provider”.
  3. Confirm that you wish to delete the Service Provider.
Back to the top

Adding a SIP account or multiple SIP accounts to the service provider(s)

  1. Once you have added a service provider, click Add SIP account to add a SIP account to that service provider.
  2. Specify the following required Basic Settings parameters:
    • Friendly Name – Enter a friendly name to reference the SIP account.
    • - Toggle to manually enter the SIP password on the device, or vice versa.
    • By default, when the toggle is gray, the SIP passwords are automatically provisioned for devices during activation, allowing the administrator to “pre-configure” call.center™ devices. The end-user should simply follow the “activation instructions” to set up the application on their selected device, without concerning themselves with the details of SIP credentials. This option provides additional security, as the actual SIP passwords are not stored locally on the call.center™ device.

      When the toggle is green, the SIP passwords must be manually entered on the devices. This option allows for the creation of devices that do not store the SIP passwords on the my.call.center panel. Instead, the user must manually input the SIP account credentials directly on their call.center™ softphone client.

    • SIP Username – Specify the SIP username provided by your service provider.
    • Protocol - The underlying transport layer protocol responsible for SIP requests and responses. Select the UDP or TCP protocol option via the Protocol drop-down list.

    Important – If the SIP password has to be manually entered on the end-user device, the user is prompted to enter that passwords after device activation.

  3. Specify the following Advanced Settings parameters:
    • - Toggle to use a proxy server for push notifications (if disabled, push notifications will NOT be available). Push notifications are used for features such automatically waking the device from sleep mode on incoming calls.
    • Authorization Username (optional) - May be required by the service provider.
    • Display Name (optional) – The name of the caller for the outbound call. This name usually appears when making internal calls (between extensions) using the same SIP service provider.
    • Dialing rules (optional) - Rules for modifying the phone number prefixes in outbound calls, see Making a call for further details.
  4. Click the Save button to complete the SIP account configuration. Additional SIP accounts may be added to this service provider by clicking the Add SIP account button.
Back to the top

Managing SIP Accounts

SIP accounts may be added, edited or deleted from the Service Provider’s page.

The Service Provider’s page displays the following parameters:

  1. Name - Friendly name used to reference SIP account.
  2. SIP Username - SIP account’s username that was configured during the setup.
  3. SIP Status - Status of the SIP account
  4. The following SIP statuses are available:

    • Online - SIP account is assigned to at least one of the devices and is currently online
    • Offline - SIP account is assigned to at least one of the devices, but is currently offline
    • Not in use - SIP account is not assigned to any of the devices
  5. Push Notification - Shows if push notifications have been enabled or disabled as follows:
    • Enabled - SIP account has PUSH notifications enabled.
    • Disabled - SIP account has PUSH notifications disabled.
  6. Assigned to - Shows to which device(s) the SIP account is assigned.
  7. Actions - Allows the user to do the following actions:
    • Click on the icon to edit the device.
    • Click on the icon to delete the SIP account.
Editing a SIP account
  1. Select the Service Provider for the SIP account that you wish to re-configure.
  2. Select the Gear icon associated with the SIP Account to which changes should be made.
  3. Make the appropriate changes according to your requirements.
  4. Click on the Save button to confirm the changes.
Deleting a SIP Account
  1. Select the Service Provider for the SIP Account that you wish to delete.
  2. Click the Delete icon of the SIP account you want to delete.
  3. Confirm that you wish to delete the SIP Account.
Back to the top

Adding a Contact

Contacts may be added, edited, or deleted on the Contacts page. Note that single or multiple devices (call.center™ end-user apps) may be allocated to each contact as described in the Architecture section.

To add a new contact:

  1. Click on the Add contact button.
  2. Specify the required contact details
  3. Contact details are:

    • First Name (required) - The first name of the contact using the call.center™ app
    • Last Name (required) - The last name of the contact using the call.center™ app
    • Emails (required) - The email address(es) to which the application download and activation instructions should be sent. An email label is also required, with the "Work" or "Home" options available for selection from a drop-down menu. Multiple email addresses may be added by clicking on the Add new button.
  4. The configuration of the contact is completed by clicking the Save button.
Back to the top

Managing Contacts

Editing a Contact
  1. Select the Gear icon associated with the Contact that you wish to edit.
  2. Make the appropriate changes according to your requirements.
  3. Click on the Save button to confirm the changes.
Deleting a Contact
  1. Click the Gear icon associated with the Contact to be deleted.
  2. Click “Delete contact”.
  3. Confirm that you wish to delete the Contact.
Back to the top

Adding a Device to a Contact

Devices, or call.center™ end-user apps, are allocated to contacts, and each device is supported by a single or multiple SIP account(s).

To add a new device:

  1. Click on the Add device button.
  2. Specify the required parameters.
  3. Device parameters are:

    • Device Name (required) - A friendly name for the device.
    • SIP accounts (required) - The SIP account(s) used to support this device. This parameter is selected from a drop-down menu that lists all of the SIP accounts previously configured for each service provider. Each call.center™ device may use up to four separate SIP accounts. Use the Add account button to add SIP accounts. Delete a SIP account from a device by clicking the icon next to the account name.
  4. Click the Save button to complete the configuration of the device.

Once a new device has been configured and saved, the end-user app may be installed and activated with the appropriate device credentials. See Activating the call.center™ app for further details.

Back to the top

Managing devices

In general, devices may be added, edited or deleted from contacts by accessing the Contacts page, and then clicking on the relevant contact.

The Contact device page displays the following parameters:

  • Display Name – The name of the device
  • OS/Device – The type of device, e.g. Windows Desktop
  • App Version – The call.center™ app’s version number
  • Device Status – The status of the device.
  • The following device statuses are available:

    • Not activated - When the device is Not activated, the Activation Instructions page displays comprehensive activation instructions. The page also includes the ability to send activation instructions via email.
    • Online – Device is activated and online
    • Offline – Device is activated, but offline

    The device status may also have a sub-status, which provides additional information regarding pending actions for a specific device.

    The following sub-statuses are available:

    • Instructions sent - Device activation instructions have been sent to the specified email address, but the activation key included in that email has not yet been used to complete the activation..
    • Pending update – The device has previously been activated and configured. However, configuration changes were since made, and the device has not yet been updated with the new configuration parameters.
  • Actions – Allows you to do the following actions:
  • Click on the icon to edit the device.

    Click on the icon to access the Activation Instructions page.

Editing a Device

You may add or remove SIP accounts used to support your devices:

  1. Select the Gear icon associated with the device to which changes must be made.
  2. Make changes according to your requirements, such as changing the device name, or adding or removing SIP accounts used to support the device.
  3. Click the Save button to apply the changes.
Deleting a Device
  1. Select the Gear icon associated with the device to be deleted.
  2. Click on the “Delete device” button.
  3. Confirm that you wish to delete the device.
Moving a Device to a different Contact

You may reassign devices to any other configured contacts:

  1. Select the Gear icon of the device you wish to transfer to another contact.
  2. Click on the “Move device” button.
  3. From the drop-down menu, select the contact to which this device should be transferred.
  4. Click the Save button to apply the changes.
Back to the top

Activating the call.center™ app

Once the service provider, contact and device were configured using the call.center™ management portal, the app on the end-user device may be installed and activated.

Click the icon to open the device activation instructions.

The displayed instructions include a number of device activation options:

  • Click to Activate action
  • Scanning the QR code
  • Entering the activation code manually

The activation depends on whether the call.center™ app has to be installed on the same device where the management portal is running, or on another (remote) device.

Back to the top

Using the Click to Activate option to activate a device

If the call.center™ app is installed on the same device where the management portal is running, it is recommended to use the Click to Activate option to activate the device.

  • Click button that is available in the activation instructions.

This action will launch the call.center™ application on the current device and complete the app activation automatically.

Back to the top

Using the QR code to activate a device

When the call.center™ app needs to be activated on a handheld device, but the received Activation instructions are displayed on another screen, it is recommended to use the QR Scanner option to complete the app activation.

  1. Access your call.center™ app on the device
  2. Press the icon to scan the QR code that was received.
  3. The QR Scanner feature is available on the following operating system platforms:

    • Mac OS
    • Android
    • Windows
Back to the top

Using the activation code to activate a device

When other available activation options cannot be used, the activation code may be manually entered to activate the call.center™ app.

  1. Enter the activation code included in the activation instructions email or the management portal. This activation code may be simply copied from Activation Instructions, and pasted to the app.
  2. Click to complete the activation.
Back to the top

Sending Activation Instructions to a remote device

If the call.center™ app was installed on another (remote) device, the activation code as well as all the displayed instructions can be sent to a Contact’s email address.

To send the Activation Instructions:

  1. Click the icon to display the device Activation Instructions.
  2. Select the recipient’s email address in the Send Email To field
  3. Click the icon to display the device Activation Instructions.

Important – The dropdown to select the recipient of the email will contain email addresses that are added to Contacts.

The recipient of the Activation Instructions email may use all available device activation options.

After the instructions are sent, the related device receives “Instructions sent” sub-status and the activation code is then hidden from the Activation Instructions page to prevent unintended use of the code.

Back to the top

Resetting the activation code

The activation code may be reset to perform the following actions:

  • Deactivating a device
  • Canceling a pending call.center™ app activation
  • Resetting the code due to security reasons
  1. Click the icon to display the device Activation Instructions.
  2. Click the button. The sent activation code will be replaced with a new one that can be resent again.

Important – Resetting the activation code for an already activated device will deactivate it.

Back to the top

The call.center™ app Home Screen

The Home screen consists of various areas, windows and menus that fulfill different functions.

The appearance, layout and functionality of the main (or Home) screen is dependent on the operating system and device used. However, the information provided below is general to all call.center™ apps.

Back to the top

SIP Accounts and Line Status

This information is located in the top left-hand corner of the screen and displays the SIP account name as well as the current status of the SIP connection (Not Connected, Connecting or Connected). Note that if multiple SIP accounts are configured for this app, then the name of the account currently selected is displayed.

Important - If your device’s SIP Accounts were set to manually enter their passwords during the device activation, they can be edited later by accessing the Account Info window. For more information, see the Account Info paragraph.

Back to the top

Home Circle

This area serves as the main "workspace" for the call.center™ app, and indicates the current call status of the softphone. The central "contact" displayed belongs to the user to whom this app is registered, and clicking on this contact provides access to the Account Info window, as well as to call history and notes relevant to the owner of this app.

Back to the top

Recents, Favorites and Contacts Tabs

Displays the recent call history

Displays the favorite contacts

Displays a list of local and imported contacts

Back to the top

Activities Wheel

The Activities Wheel area provides an easy access to your most important Contacts. It is populated with contacts:

  • To whom calls were recently placed, or from whom calls were received.
  • Which were recently interacted with.
  • That were pinned by the user from the Recents, Favorites and Contacts onto the Activities Wheel.
Back to the top

Clearing the Activities Wheel

Contacts in Activities Wheel area may be cleared individually or collectively, depending on the operating system platform and device being used.

In order to remove a single contact from the Activities Wheel, "drag" the selected contact’s avatar from its location in the Activities Wheel area and drop it outside that area.

If collective clearing of the contact is supported by your operating system platform, right-click the area outside Activities Wheel to display a menu, from which you may select the required "clearing" option.

Select Clear all, Clear all visible or Clear all except pinned from the drop-down menu, and the Home Screen will be cleared.

For macOS, iOS and Android, in order to clean the Activities Wheel, press and hold your avatar located in the Home Circle. A menu will appear with options for clearing the Activities Wheel area.

Back to the top

Account Info window

To access the Account Info window, click on your account owner’s Avatar located in the Home Circle.

In the Account Info window, you are able to:

  • Review and filter your recent calls
  • Review your call history, with the ability to display specific results by using the filters provided at the bottom of the Recents section.

  • Add, edit and delete personal notes
  • Manage personal notes that are associated with your account.

  • Enable/Disable call recording (only on Windows platform)
  • Call recording may be enabled and disabled from the Account Info window. When enabled, all incoming and outgoing calls will be recorded and stored locally on your device.

  • Play call recordings (only on Windows platform)
  • Recorded calls are designated by a recording icon being displayed next to the phone numbers that are listed in the Recents section. To listen to a recorded call, right-click on that call and select Play.

  • Enable/disable Do Not Disturb mode
  • Enabling the Do Not Disturb mode will cause all incoming calls to your device to be automatically ignored, but you will still be able to place outgoing calls.

  • Enable/disable call forwarding
  • Enabling call forwarding will forward any incoming call to the phone number you set up below the toggle button.

  • Edit SIP Account passwords if they need to be manually provisioned
  • If you have SIP accounts which require the manual provisioning of passwords, passwords may be entered by clicking on the Edit button located in the Account Details section. An Edit SIP Passwords dialog box will open, where changes may be made and saved.

Back to the top

Phone Function Menu

Contains buttons that may be used for phone functionality, and is located on the left-hand side or bottom of the screen, depending on the platform used and/or the device orientation.

/ Mute/un-mute the microphone during a call (Windows, Mac OS, iOS, Android). For more details, see Muting/Unmuting a call paragraph.

/ / Answer or hang up a call (Windows, Mac OS, iOS, Android). For more details, see Answering a call paragraph.

/ Access the dial pad or the home screen (Windows, Mac OS, iOS, Android). For more details, see Making a call paragraph.

/ Place an active call on hold, or unhold that call (Windows, Mac OS, iOS, Android). For more details, see Holding/Unholding a call paragraph.

Transfer a call (Windows). For more details, see Transferring a call paragraph.

Back to the top

Operating the call.center™ app

Answering a call

A ring from the call.center™ app indicates an incoming call. The caller’s icon appears in the Activities Wheel in the area surrounding the Home Circle. The caller’s icon and the Answer button are both highlighted in green indicating a ready state, and that the call may be answered (or rejected).

There are three ways to answer incoming calls, depending on your operating system platform:

  1. Click the Answer button in the Phone Function Menu.
  2. Drag and drop the highlighted contact icon associated with the incoming call into the Home Circle.
  3. Click the Answer button from the incoming call pop-up notification, if enabled.

Once the call has been answered, the caller’s icon joins the app owner’s icon in the Home Circle.

The Answer button is re-labeled to become a Hang-up button, indicating that the call is active but may be terminated as and when required.

Back to the top

Making a call

There are three ways of making an outgoing call:

  1. Drag the icon of the Contact to whom the call should be placed from the Activities Wheel or from the Recents, Favorites, Contacts Tab, and drop that icon into the Home Circle.
  2. Click on the icon of the Contact that you wish to call. The Contact’s Details window will be opened, from where you can choose which of the contact’s phone numbers you wish to dial. Click on the selected phone number, and the call will be initiated.
  3. Open up the Dialer, manually enter the contact’s phone number, and click the Call button below the dial pad or in the Phone Function Menu.
Back to the top

Rejecting a call

All incoming calls (including those from unknown callers) are displayed in the Activities Wheel area surrounding the Home Circle. The caller’s icon is highlighted, as shown in the image below.

There are two ways of rejecting an incoming call, depending on your operating system’s platform:

  1. Drag the caller’s icon away from the Activities Wheel area and then release that icon.
  2. Select the Decline button from the incoming call’s pop-up notification, if enabled.
Back to the top

Holding/Unholding a call

The Hold button in the Phone Function Menu may be used when a call is active. When you place a call on hold, a pre-recorded audio file is played to the party that is on hold. The call status changes to Unhold when you click the Hold button or when the call is terminated.

Once a call is on hold, the icon for the on-hold party moves from the Home Circle to the Activities Wheel area to indicate the change in status for that call.

When the Unhold button in the Phone Function Menu is active, you may click on this button to return the call to the Unhold mode. Alternatively, you may drag and drop the on-hold party’s icon from the Activities Wheel area into the Home Circle for the call to resume.

To terminate an on-hold call without returning to the Unhold status, drag and release the on-hold party’s icon outside the Activities Wheel.

Back to the top

Muting/Unmuting a call

The Mute button in the Phone Function Menu may be used mute an active call. When a call is muted, the muted party’s icon moves from the Home Circle to the Activities Wheel area, indicating the change in the status of that call.

When the Unmute button in the Phone Function Menu is active, you may click on it to return the call to the normal (unmuted) status. Alternatively, you may drag the Muted party’s icon from the Activities Wheel area and drop it into the Home Circle to return the call to the normal status.

To terminate a muted call without returning to the unmute status, drag and drop the muted party’s icon outside the Activities Wheel.

Back to the top

Joining/Splitting a conference call

When a call is active, participants may invite other parties to join that call or participate in a conference call.

To invite another party to participate in a conference call, drag and drop the relevant contact’s icon from the Activities Wheel or from Recents, Favorites, Contacts Tab into the Home Circle.

The contact’s phone number will ring and, if answered, that contact will automatically join the conference call.

If a participant to be invited to a conference call is not listed as an existing Contact, then there is no option of dragging their contact icon into the Home Circle. In this case, the participant may be added by clicking on the Dialer, inputting the relevant phone number, and clicking the Dial button.

Note that the icon of the new participant joining the conference call appears in the Home Circle of the call.center™ app belonging to the person who invited that participant. This means that the inviting party fully controls the activities and participation of any invited third parties, and can Hold, Mute, or Hang up those participants, or Hold, Mute or Terminate the conference call, depending on the operating platform.

During the conference call, the inviting party may right-click inside the Home Circle to display the following options:

  • Hold
  • Mute
  • Hang up
  • Hold conference
  • Mute conference
  • Terminate conference
  • Contact information
Back to the top

Transferring a call

Once a call is active, users may transfer that call to other contacts. This is achieved by dragging the call participant’s icon from the Home Circle and dropping that icon onto another contact in the Activities Wheel or Recents, Favorites, Contacts Tab area.

Depending on the operating system platform, a drop-down menu (with the options Pin and hold, Pin and mute, and Transfer) may be displayed. Selecting Transfer causes a call transfer to be initiated. The transfer-target phone rings and, if answered, the call is then successfully transferred.

Back to the top

Transferring a call to another phone number

Once a call is active, users may transfer that call to other phone numbers. This is achieved by manually entering the transfer-target phone number using the Dial pad, and then using the Call Transfer button. This feature is not available for all operating system platforms.

After clicking the Call Transfer button, the call is disconnected from the initiator of the call transfer even if the call setup does not succeed, for example, in the case where the call is not answered.

Back to the top

Managing Contacts in the call.center™ app

Creating a contact

The call.center™ app integrates with the native contact information already present on your device on which the app is installed. For some operating system platforms such as Windows, you may import contacts from a Microsoft or Google account or create a private contact database specifically for the call.center™ app.

Note that when an incoming call is received, the call.center™ app attempts to match the caller’s number with a phone number listed for an existing contact on your device. If no match is found, then a question mark icon and the caller’s number are displayed in the Activities Wheel area and/or in the Recents tab.

A new contact may be created by either:

  • Entering the complete contact information from scratch, or
  • By adding contact information to a recently used phone number. This phone number is generally associated with an incoming call received from an unknown or unlisted contact.
Creating a new Contact from scratch
  1. Click the Dialpad button in the Phone Function Menu to display the Dial screen.
  2. Click the “PLUS” button to display the Create Contact dialog box.
  3. Enter a name in the Contact name field.
  4. Select the type of account from the Account drop-down list, for example, Local contacts.
  5. Click the Phone numbers button on the top-right corner of the Create Contact dialog box to display the Phone numbers window.
  6. Click on the Add phone number button to display a new field where a phone number may be added.
  7. Enter the phone number and click the Confirm button to save the information. The new contact that you have created will now be displayed in the Contacts area.
Creating a contact from a recently used phone number
  1. Click on the selected phone number from the Activities Wheel or from the Recents tab to display the Contact Details tab.
  2. Click on the “PLUS” button to display the Create Contact dialog box.
  3. Enter a name in the Contact name field.
  4. Select the type of account from the Account drop-down list.
  5. Click the Confirm button to save the information. The new contact that you have created will now be displayed in the Contacts area.
Back to the top

Contact Info window

To access the Contact Info window, click on specific contact’s avatar.

In the Contacts Info window you are able to:

  • Review and filter your recent calls with that contact
  • Review your call history with that contact, with the ability to display specific results by using the filters provided at the bottom of the Recents section.

  • Add, edit and delete personal notes
  • Manage notes that are associated with this contact.

  • Play call recordings (only on Windows)
  • Recorded calls are designated by a recording icon being displayed next to the phone numbers that are listed in the Recents section. To listen to a recorded call, right-click on that call and select Play.

  • Add Contact to Favorites (only on Windows)
  • A Contact may be added to Favorites from the Contacts Info window, by clicking on the Star icon/button.

  • Select default SIP line
  • If you have multiple SIP lines, you may select which SIP line will be used by default when making outgoing calls to this contact.

  • Select default phone number
  • If your contact has more than one phone number assigned, you may select which one of those phone numbers will be used by default when calling this contact.

Back to the top

Editing contact details

  1. To edit contact details, click the relevant contact’s avatar from the Home screen to display the Contact Info window.
  2. Click the Edit button located in the Account Details section to display the Edit Contact dialog box.
  3. Edit the information as required, and then click the Confirm button to save.
  4. Note that the forms and screens used to manage contact information are dependant on your operating system, and also on where the contact nformation has been saved.

Back to the top

Deleting a contact

  1. Click the Edit button to display the Edit Contact dialog box.
  2. Click the Delete button, and the contact will be deleted.
  3. If the contact was imported from external sources (such as an existing database), then that contact must be deleted on service side. Thereafter, the contacts should be synchronized in the call.center™ application.

Back to the top

Managing Notes

You can add to, edit, archive or delete contact or personal notes.

The number shown in a yellow circle on the top right of a contact’s avatar indicates the number of notes compiled for that contact.

Adding a Note
  1. To add a note, click the ”PLUS” button located in the Notes section to display the Edit Note dialog box.
  2. Enter the note text and click the Confirm button to save the text. That note will then be displayed on the Notes panel in the Contact Details window.

Each added note includes a date and time stamp.

Editing a note
  1. Click on the note you wish to change to activate the Edit Note dialog box.
  2. After making changes to the note, click the Confirm button to save.
Archiving a note
  1. Click on the note you wish to archive to activate the Edit Note dialog box.
  2. Check the Archive option in the Edit Note dialog box, and click the Confirm button to save the changes. Your note will be archived.

Notes that are archived are grayed out to indicate their status.

To remove a note from the archived status, repeat the same steps as listed above, but uncheck the Archive option.

For macOS and iOS devices, swipe the note to the left of the screen. An option to archive/unarchive that note will be displayed.

Deleting a note
  1. Click on the note you wish to delete to activate the Edit Note dialog box.
  2. Click the Delete button to remove the note.

For macOS and iOS devices, swipe the note to the left of the screen. An option to delete that note will be displayed.

Back to the top

Accessing recent calls

Click on a selected contact’s avatar from any window or tab to display the call history for that contact. Call history is displayed under Recents.

Recents details include:

  • The contact or number from/to which the call was placed/received.
  • An arrow designating if the call was Inbound or Outbound. The color of the arrow indicates if that call was successful.
  • The date and time of the call.
  • The length of the call (if applicable) in the format minutes:seconds.

Call records may be individually deleted from the Recents history. The process required for deletion is dependant on the operating system platform as follows:

  • For Windows, right-click a call record to open a menu that includes an option to delete that record.
  • For macOS and iOS, swipe the record to the left to delete that call record.
Back to the top

Troubleshooting Tips

Android Devices

Data Saver

The Data Saver feature helps to reduce data usage by preventing some apps from sending or receiving data while running in the background.

If this setting is enabled on your Android device, it may prevent the call.center™ application from receiving incoming call notifications.

Data Saver settings on your Android device can usually be found under Settings -> Network & Internet -> Data usage -> Data Saver

You may disable the Data Saver altogether, or allow call.center™ to use unrestricted data when the Data Saver feature is enabled.

Battery optimization

If you are still experiencing issues with incoming call notifications, you may need to check the battery optimization settings on your device.

Some devices may have more aggressive battery optimization configurations that may lead to an application not receiving incoming call notifications.

Back to the top

iOS Devices

If you are experiencing issues with incoming call notifications on an iOS device, ensure that the following settings are enabled:

Go to Settings -> call.center™ and check that “Background App Refresh” is enabled.

Also, make sure that Allow Notifications in Settings -> call.center -> Notifications are enabled.

Back to the top

call.center IPs

If you are using a different service provider other than the default phone.systems™, make sure that the following IP addresses are whitelisted:

  • 46.19.210.31 for Signaling
  • 46.19.210.33 for Media and Outgoing traffic

You may also whitelist the whole subnet mask 46.19.208.0/21 (46.19.208.0 - 46.19.215.255), as in the future, additional call.center™ nodes may be created for call communication services.

Back to the top

How to send feedback

If you have not found a solution to your problem, you may send your feedback or questions directly to the developer team.

Please note that application log files will automatically be attached to the email. These files are used by the development team to perform a more thorough investigation of technical issues.

For the Windows platform

  1. Click on the call.center™ logo at the top right corner.
  2. Select the “Support” tab.
  3. Click on the "Get help from support team" button.
  4. Your default mailing application will be opened with the email's subject, recipient and log files already included. You may edit the email content by including your questions and feedback.

For Android, iOS, macOS platforms

  1. Click on the version number located at the bottom left of the screen.
  2. Select the “Support” tab.
  3. Click on the "Get help from support team" button.
  4. Your default mailing application will be opened with the email's subject, recipient and log files already included. You may edit the email content by including your questions and feedback.
Back to the top