Wildix User Guides

You can use one of the supported browsers to access Wildix.  Google Chrome or Microsoft Edge preferred.  Internet Explorer is NOT supported on Windows and Safari is NOT supported on MAC.

Alternatively you can download a standalone Wildix client and not use a web browser, using the links below.

Windows Application Download (64 bit)

MAC OS Download

To login click on the hostname link in your Welcome Email if you want to use your browser or enter the hostname in the Wildix app preferences. 

You can then either:

1. Enter the username and password in your Welcome email
2. If you use Office 365 or GSuite (Google) select the relevant Windows or Google icon and then enter your email address and password for Office 365 or GSuite. DO NOT enter your Office 365 username and password into the Wildix login and password boxes. When you select Office 365 it will open a new window for you to select/sign in via Office 365. You will also need to accept the link to Wildix when prompted.

If you are prompted for access to your microphone and camera please select Allow otherwise your audio and video features will not work.

Also if using Chrome we recommend when prompted to install the browser extension.  If you want to do this later go to Settings > Extensions and then select Install next to Browser Extension

To connect to your system enter the domain name/hostname from your welcome email into the host box that appears.  If the preferences window has not appeared then you can access it from the Wildix Collaboration menu in the top left.

Please DO NOT enable call control mode unless advised to

Bring to front on incoming calls – enable this if you want the full Collaboration window to pop up when you have an incoming call

On close, keep the application running – Leave this enabled, if you then click the X to close the app it will not log you out, instead it will minimise to the system tray (small icons on the right hand side of your taskbar near the date/time).  Find the Wildix icon and double click it to open Collaboration again.

Launch Collaboration when system starts – enable this to make sure Collaboration opens when you log into Windows.

When you first log into Collaboration it will request you to allow Notifications, Microphone and Camera, select Allow on all of these.

When connecting via Google Chrome it will ask you to install the Browser Extension.  If you proceed to install it will add an extension icon in the top right of your browser like below.  This effectively is a shortcut to access Collaboration.

When logged into Collaboration from within Settings > Extensions you can also install the Browser Extension

When you first log into Collaboration it will request you to allow Notifications, Microphone and Camera, select Allow on all of these.

If using Edge as the browser you can install Collaboration as an app so it will act and appear like a separate application.

Use Edge to log into you Wildix account then in the top right select the three dots then from the menu select Apps then ‘Install this site as an app’.  Enable the 4 options to get all the benefits and select Allow

You should now see a shortcut on your desktop for Collaboration, an icon on your taskbar and under your Start button.  It will also add it to Start Up on your computer.

Taskbar icon looks like the below

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 update your password from within Settings > Personal > Password

At the top next to the green dial phone icon, make sure the device selected is correct.

• If you are using it as a soft phone with headset select ‘Web’
• If you are using it in conjunction with a desk phone select the phone type you have listed i.e. Workforce

If using Wildix as a soft phone or you will be using video conferencing then from within Settings > Web Phone make sure the correct audio device is selected for each option and make sure the correct video device is selected.

Make sure you connect your headset to the computer first if using one.  We would highly recommend using a USB type headset either wired or wireless.

You should see the options below that you can change. In the drop down should be the make/model of headset you have connected or if only default is shown it will be using your inbuilt computers speaker and microphone.

If you would like the ringing to come out of your speakers and not the headset then make sure you change the ringing option accordingly

1. Hang up
2. Hold/resume
3. Transfer
4. Call recording
5. Number pad
6. Other features
7. Tag (if available on system)
8. Notes (if available on system)
9. Call quality
10. Hide/display call banner
11. Mute

Search name or enter number in the ‘search or dial number’ box in the top left:

You can manually enter a number or paste a number into the box and press enter or the green dial button

If searching a name then navigate down and across to the person/number

You should receive a notification in the top or bottom right on your desktop of an incoming call, press the answer or green icon to connect to the call.

The notification window will look different depending on if you use the Wildix app or a browser.

To transfer a call to another user:

During a call, click on the Transfer icon on the call banner then enter the contact name/ number (user status and additional phone numbers are displayed)

Then choose one of the following options next to the person you are trying to transfer to:

Envelope icon to transfer the call to Voicemail

Handset icon for announced transfer. The original call will be placed on hold and it will make a second call to the person you are trying to transfer to. If you want to transfer the call, press the transfer icon on the original call. If you do not want to transfer the call, hang up the second call and then press resume on the original call to connect back to the caller.

Arrow for blind transfer. This will push the call straight through to the person.

Drag&Drop Call transfer

Drag the Caller Name from the call dialog window and drop it onto the desired user in Colleagues/  Messaging tab. If you do not move the mouse for 3 seconds it will create an announced transfer, if you move the move you will have to select one of the options as per above, Envelope, Handset or Arrow.

Colleagues

If you cannot see all the departments or your colleagues in the Colleagues section, select the very small down icon next to the Settings (cog icon), then select Edit Colleagues.  You can then select the departments/users you want to see.  If new departments/users get added in the future you may have to repeat this to add them so they are visible.

The three icons are Call, Chat and Contact details/other options

Colleagues Availability

Own Availability

Click on your user icon/avatar in the top right and then from the drop down select the pre-set status you require. Or click Set a Status which allows you to set a specific message and end date/time.

To start a one-one chat either find the person in colleagues and select the chat icon or use the search box in the top right.

To create a group chat click the blue + icon across the top and select Group Chat. Give it a title and add the members. Once you have created a group chat to rename or add/remove people, within the chat itself click on participants at the top.

Go to Collaboration -> Phonebook:

1. Click + in the upper left section
2. Fill in the fields:

• • Name: contacts full name
  • Organization: contacts company name
  • Phonebook: select the phonebook to which the contact must belong
  • Then enter the relevant numbers into the Work, Mobile, Home etc. fields. You must enter the numbers in International format so for UK +44 and drop the leading 0, an example would be +441284729869
  • All other fields are optional

Select the Tick icon to save

To edit an existing contact either:

1. Search for the contact using the box in the top left and then navigate to Show Contact, then select the pencil icon next to their name.
2. Within Phonebook use the filter option above the list of contacts to search and then use the pencil icon next to their name

Select the Tick icon to save

Note: If you have multiples of contacts to import we can provide a template for you to complete and we can import centrally.

Blocking Callers

To block a caller, add a new contact to the Phonebook. You can give that contact a name and select the Blocked Calls phonebook. You must also select the Type of Contact as blacklist, this is towards the bottom of the list of fields.

By default incoming / outgoing / missed calls are displayed chronologically, missed calls are indicated in red and you will also get an email notification. Refer to the Settings in Web Collaboration section and then Features on how to turn this off.

You can right click a number for additional options such as call, add contact etc.

At the top of the list of calls are various filtering options for the type of call and date, plus searching name or number.

If your calls are recorded there will be a blue download recording icon next to the name/number.

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

Most settings in personal can be left as they but you may wish to change/set the following:

1. Password – if you are using the Wildix provided username and password you can edit your password here by clicking on the pencil icon.
2. Mobile – enter your mobile number in International format i.e. +447788990011
3. Picture – edit your user image/avatar
4. Dark theme – enable/disable as required

We would recommend starting with the below settings (see screenshot) which will set yourself a busy and no answer forward to voicemail when in available (green status).  Then call forward immediately to voicemail when in DND (red status) or away (yellow status). We would also recommend setting the same options under the external tab.

To disable missed call emails set the Notify missed calls via email to off in both the internal and external tabs if both sections have been set.

Functions Keys act as:

• Favourites in your collaboration
• Favourites in your mobile app (first 40 added will only show in mobile app)
• Keys on your desk phone

The most common function keys are:

• Colleague – will show the status of one of your colleagues
• Speed dial – you can add external names and numbers to buttons yourself or search the directory for any names and numbers to add those
• Call group – you can add a button to call a group of people, you can only select from any groups pre-set on the system

Once you have a list of Fn keys you can select the number on the left and drag the entries up and down to change the order.

Colleague Keys

Select Colleague from the list and click +. You can then search for your colleague from the drop down list, if you do not choose a label it will use the full name of the user. The label will override the username.

If the eye icon is selected you will get notification pop ups in collaboration when those colleagues phones ring.  We would suggest disabling the option unless you really want to see their calls.

Speed Dial Keys (external numbers)

Select Speed dial from the list and click +. In the drop down either search the directory for the name of the person and select from the list or enter the number you want to store and then select that number from the list. Amend the label as required.

Call Group Keys

Select Call Groups from the list and click +. You can then search for the group from the drop down list.

If the eye icon is selected you will get notification pop ups in collaboration when that group rings.  We would suggest disabling the option unless you really want to see those calls.

Notify unread messages via email: enable / disable email notifications about new chat messages (disabled by default)

Show notifications in DND status: enable / disable chat / call popup notifications in DND status

Auto away status: if enabled, your status automatically switches to “away” after minutes of inactivity on local PC, specified in the field next to the checkbox

Custom statuses: you can add custom Available / Away / DND statuses with predefined duration period and status message.

To add a new custom status:

• Select Available, Away or DND from the drop down
• Enter the status message in the next box i.e. lunch break
• If you wish to have a pre-set time that status is applied for set the time in hours and minutes
• Click + to add to the list

Click Save

Now this custom status is available for quick selection by clicking on your user icon in the top right then selecting from the status drop down.

Users can dynamically log into Call groups from Collaboration:

• Go to Collaboration Settings -> Contact center
• Check the groups you would like to answer calls for (call groups that are greyed out can only be changed by a system administrator)
• Enable Sign-on option
• Click Save