Desktop
User Guide
2 Introduction/Features 2
Getting Started 3
Main Window 4
Modern/Classic View 4
My Profile 5
Presence 5
Notifications 6
Recent Communications 6 Communications Stream 7
Start a Chat 7
Type Indicator 8
Reactions 8
Mentions 8
Spell Check 9
Fileshare 9
Make a Call 9
Transfer a Call 10
Active Calls 10
Call Control Window 11
Directory 11
Audio Conferencing 12
Video Conferencing 14
Integrations 14
Search Content 14
Website Launcher 15
Profles 15
Setting Up 15
Variables 16
Assigning Profiles 16
Recent Contacts 16
Favorites 16
Set/Change Call Device 17
Queue Login/Logout 17
Profile & Settings 18
Forward Calls 19
Manage Find Me Follow Me 20
Call Parking 21
Do Not Disturb 22
TABLE OF CONTENTS
INTRODUCTION
The CommUnity Desktop App is a native client that serves as the end user application for CommUnity. Built with the user in mind, CommUnity improves communications with its:
\ Simplified, unified and intuitive user experience
\ Optimized functionality and performance
\ Improved presence, chat, notification experience
\ Communications history and search
\ Integrated softphone
\ Call Center agent functionality and integration
\ Contextual intelligence
FEATURES
\ Recent Communications
\ Search Content
\ Click-to-Call and Call Control
\ Softphone
\ Chat, Mentions and Reactions
\ File Share
\ Presence
\ Directory/Contacts
\ Audio and Video Conferencing
\ Call Center
\ SMS
\ Call Recording
\ Website Launcher
3
GETTING STARTED
SYSTEM REQUIREMENTS
OPERATING SYSTEM\ Windows: Windows Vista, Windows 7, Windows 8/8.1, Windows 10, Windows 10+, Windows 11
\ Mac: Mac OC 10.9 Mavericks, Mac OS 10.10 Yosemite, Mac OS 10.11 El Capitan, Mac OS 10.15 El Capitan, Mac OS 11 Big Sur, Mac OS 12 Monterey
INSTALLATION FILE SIZE
\ Windows: 68Mb
\ Mac: 107Mb
Minimum of 4GB of memory (8GB recommended) 500MB of free hard drive space
Minimum screen resolution is 1,024 x 640
INSTALLATION
The CommUnity app installation file is available on our CommUnity website:
https://www.netfortris.com/community-desktop-mobile-application-downloads/
1. Click the Windows or MAC Download.
2. Double-click the installer and follow instructions.
3. Launch the CommUnity App.
SIGN IN
When you first launch the application, you are prompted to sign in:
1. Enter your NetFortris username and password.
2. If you don’t remember your password, click on the Forgot password? link to reset your password.
3. Click Log in.
NOTE
Note: In most cases, your username is your email address. If your company is setup to authenticate with Active Directory (AD), Okta or Microsoft, click the corresponding button. If enabled for your organization, a “Remember Me” toggle will display that allows CommUnity to remember usernames.
CLASSIC VIEW
If you prefer seeing all your company contacts, you can switch to the Classic View. The Classic View will give you the option to view all Internal or External Contacts, while also letting you see Recent, Favorites and Groups. This setting can be found in Settings >
General > Sidebar Appearance.
MAIN WINDOW
MODERN VIEW
When you start the CommUnity App for the first time, it launches in the collapsed state view. The app defaults to the Modern View that shows your Favorite and Recent Contacts. Your Favorites list is empty. Use the Add Favorites button to add Contacts to your Favorites list. You can also Add Favorites via the Directory, from within a Chat or from any of the three-dot menus throughout the CommUnity App. The Recent Contacts list may or may not be empty depending on whether you have received or placed phone calls to any Contacts. The Recent Contacts list will show any Internal Contacts with whom you have exchanged Chats or Calls.
Recent Directory Conferencing Integrations Search
Queue Login/Out Profile & Settings
Group
Contacts Recent
Contacts Favorite
Contacts
Unseen Notifications
Presence Icons
Set/change Call Device
5
MAIN WINDOW (cont.)
MY PROFILE
Click the Profile icon to update your status, display a status message, access settings or log out of the app.
To update the Profile icon with a picture, click on the Profile icon and choose Settings > Profile > Upload Avatar to add a picture.
You can change your password at the bottom of the screen marked Security..
PRESENCE
Throughout the app, Presence can be seen for yourself and other users. Presence states include the following:ICON NAME DESCRIPTION
Available Contact has been active recently on the app and is available for communications.
Away
Contact has been away from the app and may not be available for communications. The app automatically will show Away status after 20 minutes, but you can customize this default setting.
Busy Contact is busy and not available for communications.
Offline Contact is offline and not logged into the app.
On a Call Contact is currently on a call. Note: Caller ID for connected caller will not be displayed.
Advanced Presence On a Call
Contact is currently on a call. If permissions are enabled, you can view who the Contact is talking with.
Do-Not-Disturb Contact is in do not disturb mode. Sounds and system notifications are paused, and all calls are sent directly to voicemail.
RECENT COMMUNICATIONS
Clicking the Recent Communications icon expands the app to display recent activity and interactions.
Several one-click action buttons make it easy to interact with and respond to Recent Communications, which are
categorized into 5 tabs:
CALLS
\ View Call Activity.
\ Filter by Call Type to easily access Missed, Incoming, Outgoing Calls, etc.
MAIN WINDOW (cont.)
NOTIFICATIONS
Throughout the app, there are orange notification bubbles that indicate a missed Call, Chat message or Voicemail. Within the orange notification bubble is a counter that indicates the quantity of each missed notification. The total count of missed notifications can be viewed in the system tray or the Recent Communications icon (The first icon from the top in the main window on the left-hand side of the navigation pane). In Settings, users can customize which types of notifications they want to see in the app.
VOICEMAILS
\ Play, Delete, Download or Mark as Seen/Unseen.
\ View Transcription of Voicemail.
\ Call Voicemail with one click.
CONVERSATIONS/CHATS
\ View Chat history with Internal and Group Contacts.
ATTACHMENTS
\ View and Download Attachments sent in your Communications Streams.
RECORDINGS: ONDEMAND & QUEUE
\ Play and Download your OnDemand Recordings.
\ Play and Download your Queue Recordings (if you are a Call Center Agent with recordings and permissions enabled).
7
COMMUNICATIONS STREAM
The Communications Stream captures all
communications that occur within the last 30 days with a Contact. Click on a Contact to view historical communication elements, including:
\ Chats
\ Inbound, Outbound and Missed Calls
\ Voicemails
\ Attachments
\ Conferences
Actions from top of the Communications Stream:
\ View Contact’s Status
\ Favorite or Unfavorite Contact
\ Search
\ Call Contact
\ Pop-Out Chat
\ Multi-User Chat
\ View Contact’s Profile
START A CHAT
Open the Communications Stream to start a Chat with an internal Contact by taking one of the following actions:
\ Click Chat on the top left of the Main Window
\ Click on a Contact in the Recents or Favorites lists.
\ Click on a Contact from the Directory on the Main Window or in the Softphone.
\ Click on a Contact from any of the tabs within the Recent Communications module.
\ From the three-dot menu located in various places throughout the app, click Chat.
MULTI-USER CHAT
Start a Multi-User Chat or add up to 10 additional users to a 1:1 chat.
\ Click Chat on the top left of the Main Window or the Multi-User Chat icon on the top right of a Comm Stream.
POP-OUT CHAT
Use Pop-Out Chat to chat with more than one user at a time.
\ Click the three-dot menu to the right of a contact and select New Window or click the Pop-Out Chat icon on the top of a Communications Stream.
NOTE
Chat is not available for External Contacts.
TYPE INDICATOR
Toggling the typing Indicator settings on, users can see a contact is typing while in a chat. Settings include:
\ Show others when I am typing.
\ Show me when other people are typing.
REACTIONS
Reply to Chats with Emoji Reactions. To use Emoji Reactions:
\ Hover over the Chat you want to react to and a short list of emojis with a three-dot menu will appear.
\ Choose an emoji from the short list, or click on the three-dot menu to pick from a full library of emojis.
Your reactions are highlighted blue, while other Contact’s reactions are highlighted grey.
MENTIONS
Use Mentions while chatting with a group to call attention to certain Chats or Contacts. To use Mentions:
\ Type @ followed by one or more Contacts’ names.
\ To call attention to everyone in a group chat, type @ followed by group.
Your mentions are highlighted blue, while other contact’s mentions are highlighted grey.
From the Group’s Profile, you can choose which notifications to receive: All Messages; Messages tagged @you or @group; or No Messages
9
SPELL CHECK
Spell Check is enabled for all Users and provides real-time monitoring for typos. To use Spell Check, simply open a Communications Stream with a Contact or Group.
FILESHARE
Integrate Filesharing directly into Chats via the attach icon within a Communications Stream. Share files directly from your computer or popular cloud apps:
\ Box
\ Dropbox
\ Google Drive
\ OneDrive & SharePoint NOTE
If desired, Fileshare and/or Chat can be disabled for users.
MAKE A CALL
You can make a Call by taking one of the following actions:
\ Click on the New Call button on the top of the app to open the Softphone.
\ From the Dialer, dial or type any phone number.
\ From Favorites, click on any Favorite.
\ From Recents, click on any Recent Contact or Phone Number.
\ From the Directory, navigate between Internal, External and Group Contacts.
\ Open the Directory, click on the three-dot menu and click Call.
\ Hover over a contact in your Recents or Favorites lists, click the three-dot menu, and click Call.
\ Click on a contact anywhere in the app to bring up your communications stream with that contact. From the top of the window, click on the handset icon to call the contact.
Mac users can click on a telephone link in a webpage or desktop app to make a call utilizing Click-to-Dial. Windows is not supported at this time, but it will be available in the future.
TRANSFER A CALL
You can transfer a call by taking one of the following actions:
\ Drag and Drop: from the Dock, drag and drop the active call to any contact within the app.
Hint: Utilize the Pop-Out Chat feature to chat with more than one user at a time. You can open a new Chat Window by clicking the Three-Dot Menu to the right of a Contact and selecting New Window or by clicking the Pop-Out Chat icon on the top right of a Comm Stream.
\ Right click on the three-dot menu anywhere in the app and choose a transfer type:
Warm Transfer Cold Transfer VM Transfer
\ From the Softphone, click on Transfer and choose a transfer type:
Warm Transfer Cold Transfer VM Transfer
ACTIVE CALLS
Active Calls appear in the Dock right below the Call button.
CALL BAR COLORS
\ Green
=
External/Unknown\ Yellown
=
Queue\ Bluen
=
Internal\ Purplen
=
Conference\ Magentan
=
Ring GroupCALL BAR ACTIONS
\ Click Call Bar to view full call control for that call
\ Hold/Resume
\ End Call
11
CALL CONTROL WINDOW
The Call Control Window appears once you are on an active call. Call Control options depend upon use of a softphone or hardphone.
SOFTPHONE Mute Hold Convert to Conference Transfer Dial Pad Move Devices
Record Volume Audio Input
HARDPHONE Hold Convert to Conference Transfer Move Devices
Record Audio Input
DIRECTORY
The Directory contains Contacts and Groups with whom you communicate.
There are three tabs within the directory, representing the following types of contacts:
\ Internal Contacts within your organization
\ External Contacts outside your organization that you have manually added to your app
\ Group Predefined Groups that have been setup by your admin
Within the directory, you can:
\ Add an External Contact.
\ View the Presence status of all Internal contacts.
\ Filter and search for contacts.
\ Click on a contact to open the
communications stream with that contact.
\ Click on the three-dot menu to interact with that contact.
CONFERENCING
The Conferencing module allows you to manage Settings/Conferences.
Audio After you log into to the CommUnity app ,you’ll have your own Audio Conferencing room.
Video If your organization subscribes to Video Collaboration, you’ll have access to Video Meetings.
You can start an Audio or Video Conference with one click.
AUDIO CONFERENCING
Moderator Settings
\ Conference Room Name
\ Moderator PIN TO START AN AUDIO CONFERENCE
1. Click the Conferencing icon on the left side menu (right).
2. Click Start Audio Conference to be connected to your room as the Moderator (below).
3. Select Conference button on call control display.
4. Select Invite.
5. Choose participants to invite via the Dialer, Favorites, Recents and Directory tabs.
6. Review Total Participants Selected by clicking on X Selected.
7. Select Send Invites and View Participants that have joined your room.
Participants will receive a chat and/or call to join the meeting with one click.
No need to enter room numbers or PINs.
2 3 4 1
5
Conferencing icons (below) 1. Audio conference settings 2. Invite particiants via Directory 3. Invite particiants via email 4. Copy invite details
5. Moderator PIN (only visible to CommUnity)
Invitation Settings
\ Invites to Internal Users — Call Only, Chat Only, Call and Chat
\ Invites to External Users — Call Only Participant Settings
\ Participant PIN — Can be left blank if no PIN is required
\ Participant Can/Cannot Join Before Moderator
\ Participant Can/Cannot Stay After Moderator Leaves
13
MODERATING AN AUDIO CONFERENCE
Moderators have an interface to manage their Audio Conference calls.
Moderators can:
\ View all Participants on Call.
\ Invite additional Participants.
\ Copy invite details to be shared via Email, Chat or another tool.
\ Mute or Unmute All Participants.
Click the three-dot menu to the right of a Participant to Mute or Kick the Participant from the Call.
TO JOIN AN AUDIO CONFERENCE
1. Enter Room Number and PIN (if applicable).
2. Click Join Audio Conference. You will be connected to the room as a Participant.
VIDEO CONFERENCING
Video Conference details are visible within the video tab of the conferencing module (if you have subscribed to Video Collaboration). Details include:
\ URL
\ Password (If Applicable)
\ Dial-in Number
\ Meeting ID
TO START A VIDEO CONFERENCE
\ Click Start Video Conference to be connected to your room as the Moderator.
TO JOIN A VIDEO CONFERENCE 1. Enter the Zoom Meeting ID.
2. Click Join as Participant to be connected to the room as a Participant.
INTEGRATIONS
The Integrations Module allows you to easily navigate to third-party portals you or your organization have subscribed to, including but not limited to:
\ Zipwhip SMS
\ Paperless Fax
\ Record All NOTE
The app will only display licensed/subscribed portals. Clicking on the service opens a webpage browse and directs you to the corresponding portal.
SEARCH CONTENT
The Search feature lets you Search Messages, Attachments and Transcripts for keywords. To start a search:
\ Click the Magnifying Glass on the app’s main navigation, on a communications stream with a contact, or the three- dot menu.
\ Perform targeted searches by clicking the search icon in a communications stream:
15
WEBSITE LAUNCHER
Automatically open any website you specify within your Settings page as soon as you answer or place a Call. Or choose to open a website as soon as you hang-up a Call.
WEBSITE LAUNCHER PROFILES
Admins can setup pre-configured Website Launcher Profiles for users. To use Web Launcher Profiles:
1. Login to Admin Panel 2. Click Settings.
3. Click CommUnity Settings.
4. Click Create.
5. Select users for Website Launcher Profile.
6. Configure Website Launcher Profile.
7. Click Save Changes.
SETTING UP
1. Click on Settings > Website Launcher 2. Fill in the URL of the web page you
would like to open in one of the boxes under either Inbound Calls or Outbound Calls.
3. Tick the Auto-Launch box if you want the page to open automatically for every call of the appropriate type.
4. Tick the Silent box if you want the page to open in the background (typically for reporting purposes; some sites log the information in the URL string automatically).
5. Once complete, your settings will be saved automatically.
RECENT CONTACTS
Recent Contacts displays Internal and External Contacts with whom you’ve had recent Calls or Chats. Click a Contact to open a Communications Stream and view details of recent interaction. You also can click the three-dot menu to the right of a Contact to open a list of one-click actions you can take with that Contact.
FAVORITES
The Favorites section displays Internal and External Contacts who you have marked as Favorites. Mark contacts as Favorites so that they always appear on your Contacts List. Favorites can be Internal Contacts, External Contacts or Groups.
VARIABLES
NetFortris also provides variables for URL strings in case a site requires elements like a Username or Password:
1. Click on Settings > Website Launcher 2. Select Web Launcher from the left-
hand menu
3. You can use any and/or all of the variables listed.
A fully configured URL string may look like this:
http://support.netfortris.com/support_test.cgi?ticket_id=%%caller_name%%&type=%%type%%
Note: Please study construction of the URL carefully. Every variable requires an
ampersand as a delimiter (un=%%username%% & pw=%%password%% for example). A web launcher with an incorrectly formatted URL will fail to do anything.
ASSIGNING WEB LAUNCHER PROFILES
Choose from a list of pre-configured URLs:1. Click on Settings > Website Launcher.
2. Click the drop-down menu next to Web Launcher Profiles.
3. Select one of the pre-configured profiles included.
4. Once you select a profile, the URL boxes automatically populate
17
SET/CHANGE CALL DEVICE
Your Default Call Device is the device used to make outbound Calls. You can set and change your Default Call Device from the left-side navigation bar.
Devices that may appear, depending on your personal devices assignments, may include:
\ Desktop Phone — app will ring the Desktop Phone and then ring out to the number or Contact
\ Softphone — app will make a Softphone Call to the number or Contact
\ Mobile — app will ring your Mobile Phone and then ring out to the number or Contact. Users can enter their Mobile number in the Profile section of the app.
QUEUE LOGIN/LOGOUT
If you are a Call Center user, you can view your Queues and Login/
Logout of those Queues via the app’s Main Navigation.
NOTE
The Queue icon will not be visible if you’re not an assigned Call Center user.
PROFILE & SETTINGS
Click your Avatar to navigate to your Profile & Settings.
Settings are organized into 8 categories:
GENERAL App Version
Email Product Feedback Application Launch Away
Phone Calls
Sidebar Appearance Typing Indicator Parking Lots
Drag and Drop Transfer PROFILE
Avatar
My Information Mobile Phone Number Security (Password) AUDIO
Speaker Microphone Ringer CALL ROUTING
Forward Calls Find Me/Follow Me Forward to User Forward to Extension Forward to External Number Voicemail Settings
VOICEMAIL SETTINGS Voicemail Notifications Voicemail Greeting Messages ALERTS/SOUNDS
System Alerts Sounds
Notification Badges CONFERENCE—AUDIO
Moderator Settings Participant Settings Invitation Settings WEBSITE LAUNCHER
Profiles
General Settings Outbound Calls Inbound Calls URL Variables
19
FORWARD CALLS
TO FORWARD CALLS TO AN EXTENSION
1. Click your Avatar.
2. Click Settings.
3. Click Call Routing.
4. Click Forward to Extension 5. Choose the following Settings:
Ring Time for Extension
How long your extension rings before Forwarding to another extension. Can be value between 0–60 seconds.
Return Call Back to Voicemail If forwarding party does not answer,
you have the option to return call back to Voicemail
6. Click Apply Call Routing or Cancel.
TO FORWARD CALLS TO AN EXTERNAL NUMBER
1. Click your Avatar.
2. Click Settings.
3. Click Call Routing.
4. Click Forward to External Number Ring Time for Extension
How long your extension rings before Forwarding to external number. Can be value between 0–60 seconds.
5. Click Apply Call Routing or Cancel.
MANAGE FIND ME FOLLOW ME (FMFM)
To set up or manage your Find Me/Follow Me (FMFM) settings:
1. Click Avatar.
2. Click Settings.
3. Click Call Routing.
4. Click Use Find Me Steps to configure FMFM.
5. Choose the following settings:
– FMFM Procedure/Steps – Don’t find me when I’m on a call 6. Click Apply Call Routing or
Cancel.
By default, you are setup with the following FMFM steps:
1. Ring some of my devices for 20 seconds
2. Forward to my voicemail
FMFM STEPS AVAILABLE
\ Ring some of my devices
\ Call my extension
\ Call other extension
\ Call external number
\ Forward to my voicemail
\ Forward to other voicemail
\ Call multiple extensions/numbers
\ Notify caller that you’re being located
21
CALL PARKING
CALL PARK & PICKUP
Call Park and Pickup are actions you can perform from CommUnity desktop app.
TO PARK A CALL
1. You must be on an active Call.
2. Select Transfer from the Call control display.
3. Select a location to park the call:
Available Global, Site and Dept Parking Lots will be displayed. (In the example below, a user is parking a call in the global parking lot).
4. The call can now be viewed in the parking lot based on permissions and access.
5. You are no longer on the active call.
TO PICK UP A PARKED CALL
1. You must have permissions to view Parking Lots.
Click the Blue Call Icon on a Call you wish to pick up from the Parking Lot.
2. Parked call is now connected to user.
PARKING LOTS
If Parking Lot access is enabled for your account, Parked Calls will be visible in the app’s Main Window. Parking Lot settings are located in the General category of the app, where you can turn Parking Lots on or off, and determine which of the following Parking Lot types (if any) you’d like to view:
\ Global
\ Sites
\ Departments
PARKING LOT DISPLAY DETAILS
\ Name of lot and # of parked calls
\ Parked caller’s ID
\ Remaining time before parked call timeout
Highlighted in orange when timer falls below 01:00
\ Parking space number
HOVER DISPLAY DETAILS
\ Who parked the call
\ How long the call has been parked
\ Total call time of the parked call
22
DO NOT DISTURB
Utilize DND when you don’t want to be disturbed by incoming calls and chats. This can be useful when you are sharing your screen or simply don’t want to be disturbed.
When DND is enabled:
\ Sounds and pop-up notifications are paused.
\ Notification bubbles will still appear.
\ Chats are suppressed.
\ Calls to your extension are automatically sent to voicemail.
TO ENABLE DND 1. Click Avatar.
2. Toggle on Do Not Disturb.
SIGN OUT
To sign out of the app, click on your Avatar and then click Logout.
Logging out of the app sets your status as Offline.
