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

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

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.

Functions Keys act as:

• Favourites in your collaboration
• Buttons on your desk phone as you add keys here they will populate on your desk phone
• Favourites in your mobile app (first 20 will show only in mobile app)

To set function keys go to Settings > Fn Keys

Select the type of key you want to add then click +.  If for example you select to add a colleague it will add a new entry where you can select the colleague to show and you can edit the label if you want a different name to be displayed.

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.

You can select the number on the left and drag the entries up and down to change the order.

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 preset on the system

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

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

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.

If your phone is not showing your name and number already you can hot desk into the phone as follows.

You will need the WEB password from your Welcome Email or if you have set one manually (within collaboration Settings > Personal and edit password) use that.

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)
• 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 4Ag7$Zl@, then you have to dial 4247*

Dial 1 to use this phone or 0 to logout from the 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.

If you have not already done so then login to your web collaboration to setup some of the features on your phone.  You will get the most benefit out of the phone by using the web collaboration alongside.

Follow the section above this ‘Getting Started with Web Collaboration’

Download the PDF quick reference guide below to find out how your phone works

Workforce Quick Reference Guide

Alternatively go to the below link to find out more about what your phone can do

Workforce Full User Guide

Please be aware that there is a small piece of plastic protecting the battery that needs to be removed otherwise it will not charge properly.  Remove the back cover and the battery to find it.

1- LED indicator

Missed call / New Voicemail / Low battery. LED behavior can be configured in Settings.

2- Volume Up / Down key (on the side panel)

3- Mute key (on the side panel)

4- 3 Soft keys

Select different options indicated in the lower part of the screen. From the idle used to access Contacts / Central directory / Calls menu.

5- Speaker key

6- Confirmation / Selection key

7- Off-hook / answer key

8- Voicemail key (long press)

9- Key lock (long press)

10- Emergency button

11- Headset jack (3.5 mm) (on the side panel)

12- Menu key

13 – Navigation keys

14- On-hook / hangup key / back key

15- Silent mode key (long press)

When enabled, no sounds are played on the handset.

If your phone is not showing your name and number already you can hot desk into the phone as follows.

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 4Ag7$Zl@, 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.

Download the PDF quick reference guide below to find out how your phone works

Office Air Quick Reference Guide

Alternatively go to the below link to find out more about what your phone can do

Office AIR Full User Guide

Access Apple App Store and search for Wildix Collaboration Mobile.  When installing the app make sure you allow all options that pop up to make sure it has access to the right features.  Failing to do this can result in the app not working and you may have to uninstall and reinstall.

We would recommend switching off the Wi-Fi Assist option on iOS

In Settings > Mobile Data scroll right to the bottom and disable Wi-Fi Assist

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.

Once the application has downloaded please open and you will be presented with the Account screen.  The domain name is the hostname included in your Welcome Email.

You can then either:

1. Enter the username and password in your Welcome email
2. If you are on Office 365 or GSuite (Google) select the relevant option and then enter your email address and password for Office 365 or GSuite

A few things we would recommend when setting up the app:

Make sure you have VOIP selected as the device to use so that any calls you make are made through the mobile app itself.

If you have not setup any function keys we would recommend following the function keys step in the Web and Desktop collaboration guide above.

Only the first 20 function keys will display in the mobile app

If you have not already done so setup your voicemail 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

If you have not already set your forwarding you can do so from within the mobile app

In default internal calls will be set to forward to voicemail on busy or no answer.  To set your personal external calls to route to voicemail go into Settings > External then select Activate class and enable Call Forward Busy and Call Forward no Answer.

Below is a link to the iOS mobile app user guide, please take some time to go through this to understand the features available

iOS User Guide

Access the Google Play Store and search for Wildix Collaboration Mobile.  When installing the app make sure you allow all options to make sure it has access to the right features.  Failing to do this can result in the app not working and you may have to uninstall and reinstall.

Once the application has downloaded please open and you will be presented with the Account screen.  The domain name is the hostname included in your Welcome Email.

You can then either:

1. Enter the username and password in your Welcome email
2. If you are on Office 365 or GSuite (Google) select the relevant option and then enter your email address and password for Office 365 or GSuite

A few things we would recommend when setting up the app:

• In Settings > Advanced – enable the echo canceler option if you have calls that have a lot of echo where you can hear yourself when talking

Make sure you have VOIP selected as the device to use so that any calls you make are made through the mobile app itself.

If you have not setup any function keys we would recommend following the function keys step in the Web and Desktop collaboration guide above.

Only the first 20 function keys will display in the mobile app

If you have not already done so setup your voicemail 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

If you have not already set your forwarding you can do so from within the mobile app

In default internal calls will be set to forward to voicemail on busy or no answer.  To set your personal external calls to route to voicemail go into Settings > External then select Activate class and enable Call Forward Busy and Call Forward no Answer.

Below is a link to the Android mobile app user guide, please take some time to go through this to understand the features available

Android User Guide

With the relevant license you will be able to use the video and audio conferencing feature in Wildix.  if you have an Essentials license you can do internal collaboration with your colleagues, with a Business license or higher you will be able to invite external users in.

Video Conferencing User Guide

Video conferencing will work within a web browser on any device i.e. Chrome, Safari etc.  There is a specific Wizyconf app that you can download to use on any Apple device.  This will give the best experience on Apple.

To access Analytics you need to have a Premium license.  To find out what license you have assigned within the Collaboration click on your avatar in the top right and then at the bottom it will show your license type.

Analytics will be visible across the top as shown below

The below link will access the Analytics user guide

Analytics

To access x-caracal you need to have a Premium license.  To find out what license you have assigned within the Collaboration you can select the small down arrow next to the Settings option and at the bottom of the list it will state License and what you have, either Essential, Business or Premium

You should also see in the same drop down as where you found your licenses the option for x-caracal (around the second option down).

We also need to enable x-caracal as an option on the system, if you cannot access x-caracal please contact us first

Go to the below link to access a user guide on x-caracal

x-caracal