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NEXTWORKS VOICE GUIDE - SOFTPHONE FOR MAC

Notes

  • A VPN connection to your workplace must first be established before using your Nextworks soft phone. If you do not already have VPN, email support@next-works.com and our help desk will get you set up.
  • If you have both a physical phone and a softphone, both will have the same extension and ring at the same time. (Or these can be separate extensions if you prefer.)
  • The Telephone application is free. The “pro” version is $20/year and allowing for a longer caller history.



Installing Your Softphone

A Nextworks help desk technician can provide you with an organization specific installation guide. Or, we can install and configure the softphone for you. Please email support@next-works.com and we will get you going quickly.




Starting Your Softphone

Once installed, you can start your softphone by clicking your Spotlight icon.

Now type “telephone” and choose as follows:

The “Telephone” application will then open. If you see a green “Available” then you are successfully online.

If you see a green “Available” indicator, then you are successfully online.




Using Your Softphone

Your Telephone application will now alert you any incoming calls.

To make a call, type either a name or a phone number. Auto-complete will find suggestions if the recipient is in your Mac's Contact list. (Or you may enter the extension number of a coworker.)

Press the Return key or double click to call.

Once answered you will see the call duration. You can click the X icon to hang up.

If you need to dial numbers to navigate through a phone system while on the call, click in the Telephone application and use the numbers on your keyboard. In this example we dial dial 33.

Closing the Telephone window will not quit the program. You will still be able to receive calls until you exit the application by right clicking then selecting Quit.

Tip: You can pin the Telephone application to your dock by right-clicking as follows:





Other Functions

Your call history will appear as follows:

Transferring calls is accessible using your Nextworks Voice Operator Panel (if enabled for your organization). If you don't have your access for this, please contact support@next-works.com.




Voicemail

Your voicemail can be delivered to your phone, or your email, or both. If you would like this behavior to be changed, please email support@next-works.com. Be sure to provide your extension.

Your phone has a message button ( or ) that lets you customize your voicemail options and recordings.

Note: If you do not have a voicemail button you can dial *97.

To configure your voicemail greeting press or and you will be guided through the process.

There are 4 voicemail recordings:

  • Name – your name as read by the directory)
  • Unavailable – your message if no answer or offline
  • Busy – your message if you are on the phone
  • Temporary – your temporary (if set) message that overwrites Unavailable and Busy.

Notes:

  • The DND (Do Not Disturb) button directs all calls to Voicemail.
  • Even if your voicemail is being directed to your email, you will still want to use this function to record your away message.
  • Read how to check voicemail remotely.



Caller ID

Incoming Internal Calls

The extension and name of your coworker will appear on your phone as it rings.

Incoming External Calls

The phone number and name (if available) of the outside caller will appear on your phone as it rings.

Incoming Calls Transferred to You

In an attended transfer, the extension and name of your coworker will appear on your phone as it rings.

In a blind transfer, the phone number and name (if available) of the outside caller will appear on your phone as it rings.

Outgoing Calls

Your organization’s name and phone number will appear on the recipient’s phone when calls are placed. If you have a DID (direct dial in number to your extension), then your particular name and number can be displayed to the recipient if requested.

Outgoing Transferred Calls

If incoming external calls are transferred to an off-site phone (such as a cell phone), the recipient of the call will see your organization’s caller ID. This is because your phone system is making the call. The caller ID of the incoming caller cannot be passed though due to telephone company restrictions.



Additional Functionality

To learn about more capabilities, see Other Phone Features.

A more comprehensive Nextworks Voice Guide has been provided to the management of your organization. This document further defines your phone system and how it is deployed in your organization. Each system may have unique functionality.



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