Introduction

The VIP Web Phone allows the user to utilize their computer as a “soft phone” to make and receive calls as if they were using a physical desk phone. The VIP Web Phone has all the features of your physical desk phone or mobile app including:

• Make/Receive calls to your extension.
• Access to your contacts.
• Access to your new and saved voicemails.
• Chat and/or Text with others.
• Change your voicemail greeting.
• Change your “Answering Rules.”
• Login/Logout of your Call Queues for Call Center Agents

This guide will walk you through logging in to the VIP Web Phone and a tour of the options that the web phone offers.

For a video demonstration:

Accessing the VIP Mobile App

There are three ways to access the VIP Web Phone:

1. Using your web browser
2. From the applications in the VIP Portal
3. Progressive Web Application (PWA)

Web Browser

• Using your web browser, navigate to: https://portal.crexendovip.com/webphone
• Enter your VIP username (extension@domain) and your password.
• Click “LOG IN” to access the web phone.
• If you cannot remember your username or password, you can click the links to recover them.

VIP Portal

• Login to the VIP Portal
• Click the “Apps” drop-down menu on the upper right side of the screen.
• Select the “CrexendoWebphone” option and the web phone will open in a new tab.

Progressive Web App (PWA)

• USING GOOGLE CHROME, login to the Web Phone from the VIP Portal or https://portal.crexendovip.com/webphone.
• Click on the “Settings” option on the left side of the screen.
• Select “Install PWA” to download the web phone as a Chrome application to run in the background. 
• Pin the application to your start menu, task bar, or dock.
• Once the download is complete, simply click the icon for the web phone and login with your credentials. The application will run without needing to have a tab open or be logged in to the VIP Portal.

NOTE: the PWA is only available to download through Google Chrome.

Navigating the VIP Web Phone

Making a Call

There are a few ways to initiate a phone call:

• Through Contacts:  Scroll through your contacts, click the desired entry, and click the “Call button” (phone icon).
• Through Call History:  Scroll through the entries, click the desired entry (example John), and click the “Call button” option (phone icon).
• Through Voicemail:  If you wish to call someone who has left you a voice button, click the “Call button” (phone icon) that appears on the voicemail entry.
• Manual Entry:  Click the red “Dial Pad” (top of the navigation pane) and enter the number you wish to dial.

Options During a Call

While a call is in process, a card is placed on the grid, and you have all the usual options open to you.  

• Mute: mutes your microphone so that the caller will not hear you, but you will still be able to hear the caller.
• Hold: places the caller on hold. Select the “Hold” button again to resume the call.
• Dial pad: reveals a dial pad to make selections. Select “Back” to go back to the in-call options.
• Add Call: allows you to bring in another caller for a conference or three way call.
  • Select “Add call” which will place the first caller on hold.
  • Choose the number to add to the call from your contacts or dial a new number.
  • Once you have the second caller on the phone, select “Merge Calls” to activate the conference call.
• Transfer: to transfer a call to another user or number:
  • Select the “Transfer” button
  • Select to either transfer to one of your contacts or dial a new number with the dial pad.
  • Select to transfer by either “Blind Transfer” or “Assisted Transfer.”
    • Blind Transfer: Once you select the number or user to transfer to, the transfer is complete.
    • Assisted Transfer: Once you have spoken with the person you are transferring the call to select “Complete Transfer” to handoff the call or “Cancel Transfer” and take the caller off hold and speak to them again.

• Park Call: to park a call in a call park:
  • Select “Park call.”
  • Select an available call park to send the call to by selecting the icon and the call will be instantly parked.

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  • To retrieve a parked call, select the “Call Parks” option on the side navigation pane.
  • Select the icon and select “Answer” to retrieve the call or ignore to send it to voicemail.

• Switch Phone: gives you the option to send this call to one of your other Crexendo phones such as a desk phone or VIP Mobile App.
• Hide call: pins the active call to your available workspace to allow you to multi-task.
• Start recording: records the active call which will be available for an administrator to listen to. Select “Stop Recording” to end the recording.

The VIP Web Phone Navigation Pane

The VIP Web Phone has many areas which are accessed by the Navigation Pane.

Contacts

This displays a customizable list of contacts within your organization.  You can search, sort, and filter this list.  In addition to what is shown below, you can click on any contact entry to display its details and initiate any kind of phone call.

Call History

This displays a list of your call activity.  In addition to what is shown below, you can click on any entry to display all related history, initiate contact, and add this person as an entry in your “Contacts.”  Each call entry is shown with history icons:

• Inbound: Blue arrow.
• Outbound: Green arrow.
• Missed Call:  Red arrow.

Voicemail

This displays a list of your voicemails.  It displays both new and saved voicemails to which you can listen by clicking the Play button.  The image below shows voicemail that has been transcribed using our premium transcription feature.

Chat and SMS

This displays all chat conversations and other conversations between you and others.  All VIP web phone users can chat with other Web Phone and VIP Mobile users within their organization.

NOTE: If you want to text outside people using SMS, the SMS feature must be added to your organization’s Crexendo account.

As shown above, for each conversation you have, by default, a conversation card is placed on the grid. You can close any of these cards and delete them. Deleting a card from the grid does not delete the conversation itself. 

If you are manually typing a phone number to text (SMS) an outside party, you must type in the entire number, then click the suggestion that pops up.  Then click the check mark to start the conversation.

Answering Rules

This area displays the answering rules that you can set which tells the system what to do when someone is calling you.  You can have many different answering rules but only one rule can be “active” (depending on the date/time).  The active rule is marked by a blue dot and depends on your Time Frames:

• Time Frames: Tells the system when answering rule is active.
• Answering Rules:  Tells the system what to do during the time frame. Example: Send all calls to voicemail.
• Priority:  If two answering rules occur at the same time, then you can choose which rule will be active by setting a priority.  The web phone is one of the places you can prioritize your rules.

Greetings

This displays a list of your voicemail greetings that you have created.  Once the greetings are created, you can make one of them active here.  You can also edit and delete them.

Call Park

This area displays a list of the call parking spots for your organization (if you have any).  You can park/un-park calls using this area.  For example, the parking spot (Park1) contains one parked call.  It displays CallerID information about the parked call including who parked the call and how long the call has been parked.

Call Center

This area displays information for your call center on two tabs:

• My Queues: Displays all queues of which you are an agent.
• My Stats: Displays common statistics for you across all your queues.

My Queues Tab: Displays all queues of which you are an agent. The example below shows that you are an agent of the Office and the TechSupport queues.

My Stats Tab: This tab displays an assortment of useful statistics for all your queues.  The example below shows statistics for today.

Settings

This displays the settings for your Web Phone.  In addition to what is called out below, you can edit set your speakers and microphone on which to take calls.