• 01284 771 555
Wildix FAQs

Wildix FAQs

PLEASE ALSO REFERENCE THE USER GUIDE FOR YOUR APPLICATION OR PHONE BY GOING here

Wildix Web and Desktop App

Call History

Q. How do I dial from the call history?

A.  You can right click the entry in the call history and select ‘Call’.

Call Recording

Q. How do I record an active call?

A.  Follow the video below for more information

Chat

Q. How do I create a group chat?

A.  Select the large + icon across the menu at the top and then select Group Chat.  Enter a description and then search for the colleagues to add.

Q. How do I edit a group chat?

A.  Select the group chat name at the top of the group chat where it states how many participants, you can then change the members of the group or add more.

Q. Can I edit a message I have sent in a chat?

A.  If you want to edit a message you have sent, press the up arrow and then edit the message and resend to update.

Q. Can I search within a chat?

A.  There is currently no inbuilt search within one to one or group chats, you also cannot search for any media such as pictures or files sent or received.

Colleagues and Departments

Q. How do I view all colleagues and departments?

A.  If you select the Colleagues option in Collaboration and you cannot see everyone or all departments then select the small drop down arrow next to Settings.  Then select Edit Colleagues and enable which departments/colleagues you want to view.

Q. How do I add more departments?

A.  You cannot add more departments from the Collaboration, these are all created/edited within the central admin.  Speak to your system administrator.

Conference Calls

Q. How do I create a conference call?

A.  The video below will allow you to create an adhoc conference call from within Collaboration.  If you need large conference rooms with pin code then you can follow a guide in the video conferencing section which also includes audio conferencing that allows you to create rooms that internal and external people can access at the same time.

Devices All Ring

Q. When I make a call from Collaboration all my devices ring as though they are calling me.

A.  In Collaboration at the top next to the green phone dial icon is an option to select you default device.  If you are using a softphone on your PC then select ‘Web’ or if you are using a desk phone in conjunction with the Collaboration then select the device from the list.

Dial From Screen

Q. How can I make a call to a number in an application such as email or a website?

A.  Within collaboration you first of all need to install the Integration Service.  Within Collaboration go to Settings then down the left select Extensions then install the option named ‘Integration service’.

Once installed you have a few options:

  • You can highlight a number in something like Outlook, Word, Excel and then press F11
  • On a website if you highlight a number and right click it there should be a Wildix call option shown by the Wildix logo
  • The website or application you are accessing has a hyperlink for the number that allows you to dial it by clicking it.  This option may invoke a popup where you have to confirm Wildix as the dialling application.  In Windows 10 you can also enable the tel: protocol as your default application by clicking the Start button then type in protocols and there should be an option to that appears ‘Choose a default app for each protocol’.  Scroll down and on the left you need to find ‘Tel: URL:tel’ select the option to the right and then choose Wildix.

Function Keys

Q. How do I add Function Keys.

A.  Go to the Settings option across the menu at the top then Fn Keys down the left hand side.  You can then select the type of key you want to add at the top then fill in the information once its added.

Q. How do I reorder the Function Keys.

A.  Select one of the entries and it should highlight it and you can drag it up and down.

Q. How do I add an external number to a Function Key.

A.  Select to add a speed dial from the drop down list and then enter a Name and a Number in the drop down, when you manually enter a number select it from the list to add.  If the speed dial you want is in the Phone Book you can simply search in the drop down for their name and add that way.

Q. How do I view all my function keys on the mobile app when I add them in Collaboration.

A.  At the moment only the first 20 Function Keys you add in Collaboration will appear on the mobile app.

Hunt Group Calls

Q.  How do I stop hunt group calls ringing when in DND or Away?

A. In default you will still receive hunt group calls if you put your status as DND or Away.  To stop hunt group calls coming through go into Settings > Contact Center and then enable the two options below and select Save

  • Sign-on
  • Unavailable on away/dnd

Location

Q. My location is showing incorrectly in Collaboration, how do I change?

A.  Select the icon/picture that has your status symbol next to it in the top right.  Then select Advanced and then choose Set Location and you can switch from auto detect to a custom setting.

Notifications and Pop Ups

Q. I am receiving too many notifications and pop ups, can I stop them?

A.  This can be caused by adding Function Keys and leaving the view option on.  If you go to the setup of your Function Keys and if you have colleagues added there will be a symbol of an eye to the left.  If you select it to disable then it will stop you getting notifications of calls to that colleague.  If you want to see when a colleagues extension is ringing then leave the option on as you will get a handy pickup notification to easily pickup their calls.

Outlook Integration

You need to be running a minimum of Outlook 2016 for full support

You can find more information here as well

Q. How do I setup Outlook Integration?

A. Within collaboration you first of all need to install the Outlook Integration option.  Within Collaboration go to Settings then down the left select Extensions then install the option named ‘Outlook Integration’. You will then have an Outlook option appear down the left hand side where you can configure options.

Q. How do can I view my Outlook contacts in Wildix?

A. When you install Outlook integration it will download your Outlook contacts so you can search and dial using the ‘Search or dial a number’ field in the top left next to the green dial icon.  If it finds a match in Outlook it will be shown in the list under the section ‘Outlook’.

Q. Why does my Wildix status keeping changing before my day has ended or before my day has started?

A. There is an option ‘Publish working hours’ that you can switch on or off.  You can turn this off or if you want it on then check your Outlook working hours.  Within Outlook select File at the top then Options then Calendar and that is where you can change your working hours.

Q. How do I setup calendar sync?

A. There is a on/off switch option at the top.  With it on yoru Wildix status will sync based on calendar entries.  The options below the switch are what status it will set depending on the calendar entry status.  This requires disciplined setting of your calendar entry statuses, the field ‘Show As’ in Outlook.  You can have Outlook Integration without the calendar sync so if you are not sure then switch it off.

Password

Q.  How do I change my Wildix login password?

A.  If you are using the Wildix login username and password sent to you and not using your Office 365 or GSuite username/password you can reset your password from within Settings > Personal > Password

Phone Book

Q. How do I add and edit entries to the Phone Book?

A.  You need to be allowed access to edit Phone Books first.  You can check this by seeing if you can search for an entry in the Phone Book and selecting the pencil icon next to the entries name.  Above the list of Phone Book entries there is an option ‘-‘ for removing the entry or ‘+’ for adding a new entry.

Q. Can we import contacts into the Phone Book?

A.  This needs to be done via the central admin.  Speak to your system administrator.  There are various options on how to sync contacts from sources or import contacts via CSV.  We can supply a template to complete.

Q. How many Phone Books can we have?

A.  Multiple Phone Books can be added to Wildix if you want to split your contacts into different areas.

Pickup

Q.  How do I pickup calls for my colleagues?

A.  Follow the video guide below

Ring Only Active Device

Q. Can I make only my active device ring?

A.  Within Collaboration at the top is where you select the device that is your currently active one.  In default all of your devices will audibly ring.  If you go into Settings > Personal you can enabled ‘Ring only active device’.  When you enable that option, all your devices will alert you of a call but will not make an audible sound, only the device that you have as the active one.

Statuses

Q. How can I add additional statuses?

A.  Within Collaboration go to Settings > Chat/Presence then within ‘Custom statuses’ you can choose Away or Do Not Disturb then in the adjacent field enter the text you want.  The slider switch is if you want the status to automatically come off after that time.  If its a status you want to manually enable or disable then switch the slider off.

Transferring Calls

Voicemail Forwarding

Q. How do I forward calls to Voicemail?

A.

To set your personal external calls to route to voicemail go into Settings > Features then internal or external then select Activate class and enable this also for DND and Away statuses.  You can adjust the timers and settings as you need.  You can also change the forwarding to be to a colleague or other number if you don’t want it to go to voicemail.

We would recommend starting with the below settings (see screenshot) which will set yourself a busy and no answer forward (after 15 seconds) to voicemail when in available (green status).  Call forward immediately to voicemail when in DND (red status) and the same for away (yellow status).

You can change the settings as you need and the call timeout which is the no answer forward timer.  You can also forward to a colleague or external number if required by typing in the search box next to the forward feature.

Voicemail Greeting

Q. How do I record my Voicemail Greeting?

A. You can use any of your Wildix devices to access voicemail to change your greeting.

  • Dial *81
  • Press 0 for mailbox options
    • Then press 1 to record your unavailable greeting
    • or 2 to record your busy message
    • or 3 to record your name

We would recommend recording all 3 for the system

Desk Phones

Headset

Q. How do I answer and hangup on calls using a wired headset?

A.  If you have a headset plugged into the headset port on the bottom of the phone you first need to enable headset mode by pressing the Headset button.  Once enabled it will show a small orange headset icon in the top of the display.  To make calls you can simply start dialling on the keypad.  To answer a call select the ‘Answer’ soft key below the display, to hangup on a call press the ‘Cancel’ soft key.

If you press the speaker button at any time it will disable headset mode so you will need to enable it again.

Hot Desking

You will need the WEB password from your Welcome Email or if you have set one manually use that.

Q. How can I hot desk between phones?

A. Dial *99# from the phone (“Login” feature code) and follow the audio instructions:

  • Enter your extension number then #
  • Enter the password (PIN – it is sufficient to enter first five symbols of user WEB password) then #
  • To enter the user password from the phone’s dialpad, take into account the following:
    To enter any lowercase and uppercase letter, press ONCE a corresponding digit (E.g. to enter A, a, B, b, C or c, press 2)
    To enter special characters (%, ^, &, etc), press the star key (*)

Example: if user password is [email protected], then you have to dial 4247*

Dial 1 to use this phone

After a few seconds, extension is displayed on the phone’s screen; the phone is now assigned and can be used to make and receive calls.

Hunt Group Calls

Q.  How do I stop hunt group calls ringing when in DND or Away?

A. In default you will still receive hunt group calls if you put your status as DND or Away.  To stop hunt group calls coming through go into Settings > Contact Center and then enable the two options below and select Save

  • Sign-on
  • Unavailable on away/dnd

Voicemail Forwarding

Q. How do I forward calls to Voicemail?

A.

To set your personal external calls to route to voicemail go into Settings > Features then internal or external then select Activate class and enable this also for DND and Away statuses.  You can adjust the timers and settings as you need.  You can also change the forwarding to be to a colleague or other number if you don’t want it to go to voicemail.

We would recommend starting with the below settings (see screenshot) which will set yourself a busy and no answer forward (after 15 seconds) to voicemail when in available (green status).  Call forward immediately to voicemail when in DND (red status) and the same for away (yellow status).

You can change the settings as you need and the call timeout which is the no answer forward timer.  You can also forward to a colleague or external number if required by typing in the search box next to the forward feature.

Voicemail Greeting

Q. How do I record my Voicemail Greeting?

A. You can use any of your Wildix devices to access voicemail to change your greeting.

  • Dial *81
  • Press 0 for mailbox options
    • Then press 1 to record your unavailable greeting
    • or 2 to record your busy message
    • or 3 to record your name

We would recommend recording all 3 for the system

Wildix Android Mobile App

Some of the settings and features require setup within the Web/Desktop Collaboration tool.  The mobile app is a cut down version where not all configuration options are available.

When using Wildix as an app on your smartphone it will use data either Wi-Fi or 3G/4G etc.  Sometimes you will find you have mobile voice signal but no data and Wildix does not function properly.  Without a good stable data connection you may experience poor voice quality and drop outs.

Audio Issue

Q. Can I improve the audio on calls?

A.  Within the Android mobile app go to Settings > Advanced and enable the WebRTC option

Echo on Calls

Q. Calls I make and receive have a lot of echo, how do I resolve?

A.  Within the Android mobile app go to Settings > Advanced and enable the Echo canceller option and select the option to calibrate the echo canceller.

Function Keys/Favourites

Q. How can I edit Function Keys/Favourites?

A.  When you select the blue dialpad icon at the bottom of the mobile app then slide to the left (4 squares icon) this will display your Function Keys.  The mobile app will currently only show the first 20 Function Keys you add.  These can only be setup within Collaboration, follow the Function Keys guide under the Wildix Web and Desktop App section above

Mobile Calls

Q. When I take a call on my mobile number can I set my Wildix status?

A.  Within the Android mobile app go to Settings > Advanced and enable the option ‘ User status when talking on mobile’ and then you can set what status you want to be in and the text to be displayed i.e. you could set DND and the text as ‘on a mobile call’.

Notifications

Q. I don’t seem to be receiving notifications, how do I turn them on?

A.  In the Wildix app go to Settings > Advanced and select Test Push Notification to make sure they are working.  Also make sure your status is not in DND or Away that could stop you receiving calls.

There is a chance the app installed incorrectly, uninstall the app and reinstall but allow all options that pop up when you install it.

Password

Q.  How do I change my Wildix login password?

A.  You will need to log into your Web collaboration and go into Settings > Personal then change the password.  If you use Office 365 or GSuite to login then you need to change your password there not in Wildix.

Transferring Calls

Q.  How do I transfer a call from my mobile app?

A.  Follow the video guide below

Voicemail Greeting

Q. How do I record my Voicemail Greeting?

A. You can use any of your Wildix devices to access voicemail to change your greeting.

  • Dial *81
  • Press 0 for mailbox options
    • Then press 1 to record your unavailable greeting
    • or 2 to record your busy message
    • or 3 to record your name

We would recommend recording all 3 for the system

Wildix iOS Mobile App

Some of the settings and features require setup within the Web/Desktop Collaboration tool.  The mobile app is a cut down version where not all configuration options are available.

When using Wildix as an app on your smartphone it will use data either Wi-Fi or 3G/4G etc.  Sometimes you will find you have mobile voice signal but no data and Wildix does not function properly.  Without a good stable data connection you may experience poor voice quality and drop outs.

Audio Issue

Q. Can I improve the audio on calls?

A.  Within the Android mobile app go to Settings > Advanced and enable the WebRTC option

Function Keys/Favourites

Q. How can I edit Function Keys/Favourites?

A.  When you select the blue dialpad icon at the bottom of the mobile app then slide to the left (4 squares icon) this will display your Function Keys.  The mobile app will currently only show the first 20 Function Keys you add.  These can only be setup within Collaboration, follow the Function Keys guide under the Wildix Web and Desktop App section above

Notifications

Q. I don’t seem to be receiving notifications, how do I turn them on?

A. Within your Apple phone go to Settings > Notifications then select Collaboration and make sure Allow Notifications is switched on and set the remaining settings as you require.

Password

Q.  How do I change my Wildix login password?

A.  You will need to log into your Web collaboration and go into Settings > Personal then change the password.  If you use Office 365 or GSuite to login then you need to change your password there not in Wildix.

Transferring Calls

Q.  How do I transfer a call from my mobile app?

A.  Follow the video guide below

Voicemail Greeting

Q. How do I record my Voicemail Greeting?

A. You can use any of your Wildix devices to access voicemail to change your greeting.

  • Dial *81
  • Press 0 for mailbox options
    • Then press 1 to record your unavailable greeting
    • or 2 to record your busy message
    • or 3 to record your name

We would recommend recording all 3 for the system

Video Conferencing

Audio or Video Not Working on iOS

Q. How do I fix any audio or video issues?

A.  When accessing a video conference it states it cannot access your microphone or camera.  If so then you need to make sure you allow access to these in Safari.  In your Apple device go to Settings > Safari then scroll down until you get to ‘Settings for Websites’ then in Camera and Microphone make sure Allow or Ask is selected not Deny.  On iOS there is also an app available for conference calls called Wizyconf.  You can download that instead of using through the Safari browser.  When installing make sure you allow access to your camera and microphone.

Creating a Video Conference

Q. How do I create a video conference?

A.  With Essentials license you can add only internal users, with a Business or Premium you can add external and internal.  Click the round Blue computer icon across the top and then complete the details, you can add external people by entering or pasting in their email address as a contact.  Remember to select the tick in the bottom right to send out the invite which will include a calendar entry as an attachment

Invites

Q. Can I invite people in during a conference?

A.  Yes.  Select the Invite option in the bottom right and then you can email direct from there is take a copy of the conference link and send it to someone.

Mute Everyone

Q. Can I mute everyone?

A.  If you are the conference organiser you can mute all participants and then they can unmute themselves.  You cannot unmute everyone at once but you can unmute individually.  Select the 3 dots in the bottom right and then Mute Everyone.

Temporarily Unmute

Q. Can I temporarily unmute myself instead of keeping unmuting and muting again to speak?

A.  If you have muted yourself then you can hold down the spacebar and it will unmute you and you can talk, when you let go of the spacebar you will be muted again.

Tiles

Q. How do I show all participants as tiles on screen?

A.  In the bottom right there will be an icon with 4 squares you can select that to show all participants in separate tiles.  The limit for now is 12 tiles.  This will toggle between tile and sidebar view.