Select from the list below to help with your query or issue, if you still need assistance then please raise a support request by emailing [email protected] or call 01284729869 and select option 2. for support
Users
Removing Users (no longer employed)
Adding New Users
Getting Started with Wildix
Mobile App
Desktop App
Citrix
Help with Issues
Issues with Making Calls on Desktop App
Audio Issues on Desktop App
Notification Issues on Desktop App
Removing Users
To request a user to be removed please email [email protected] and simply tell us the username, email address and office/site name
New Users
Once a new user request has been submitted using the option above a case will be raised in our system and we will confirm by email when its complete.
Once the user has been added to the system if other users do not see this within their colleagues section they can go to More > Edit Colleagues and search for the user/s then select them and click the tick to Save.
Mobile App
Search Wildix Collaboration Mobile within the relevant App Store, it is the white icon with the blue W
When logging into the mobile app you must use the details from within the welcome email you received. You cannot currently use Office 365 to sign in. If you have not had a welcome email, lost it, or the password does not work then please email [email protected] and simply tell us the username, email address and office/site name. We will then generate a new welcome email with an auto generated password.
The welcome email will include the details below
Domain – this depends on what system your user account is on but the welcome email will include the correct one. Please make sure you enter it as xxxxxxx.wildixin.com not wildix.com
Username – your extension number
Password – be careful when copying and pasting not to include any spaces at the start or end
Desktop App
You can access Wildix through any browser but its best accessed through Edge. Within your welcome email there is a link for you to use in Edge. Once you have reached the login page, you can use your Office 365 account to sign. DO NOT enter your details into the login and password boxes highlighted in green below, select ‘Remember me’ and then the Office 365 sign in option as indicated by the red arrow.
It will then ask you to enter your Office 365 details and associated your account to Wildix. If this fails then it might be that we have the wrong email address for you, please email [email protected] and simply tell us the username, email address and office/site name and we can rectify it.
Once you have logged into Edge you can then install it as an app so its in your start-up, has a taskbar icon etc.
Edge Install Guide (this guide is a Word document so will download when clicking)
Below is the full user guide and then a few shortcuts to some of the most common features used
Status and Custom Statuses
Colleagues
Call Pickup
Make Call, Answer Call, Hold Call, Transfer Call
Conference Calls
Citrix
Wildix is to be used outside of Citrix for now with a potential view in the future for it to be supported inside. When using Wildix outside of Citrix it means that any notification/pop ups for calls you will not see as Citrix blocks these. Unless you have multiple screens where some of the screens are using Citrix and another screen is the desktop behind Citrix.
You will hear the ringing off an incoming call as that will be audible through your headset or you can set the ringing sound to come out of the speakers of your computer, monitor or laptop.
If you have any audio issues or not hearing ringing calls, see more information here Audio Issues
Issues with Making Calls on Desktop App
If you encounter issues with making and receiving calls please run through the checklist below
Make sure you have the correct device selected from the option shown below. If you are using a headset on your computer please select Web, if you are using a desk phone please select Workforce or WelcomeConsole. DO NOT select Any, if you select Any, when you make a call it will seem as though its ringing you back.
Desktop App Audio Issues
If you encounter issues with making and receiving calls and you cannot hear the other end or they cannot hear you, please run through the checks below
Across the top of Collaboration go to Settings then down the left hand side select Web Phone
Make sure you have set the following correctly, then select Save, once saved select Echo Test and this will run a test to make sure your audio is working properly
Speakers – select your headset from the list, if you don’t use a headset and use the inbuilt speakers it will show as something like Realtek
Ringing – if you want the ringing sound to come out of your headset then select that from the list. If you would prefer the ringing to come out of your computer so you know when there is an incoming call you can select something like Realtek if available of if your monitor has speakers that may also be listed
Microphone – select your headset from the list, if you don’t use a headset and use the inbuilt microphone it will show as something like Realtek
If this is still not working and you are comfortable accessing the sound settings of your computer then please check that nothing is muted or disabled.
If you still encounter issues with audio and would like assistance we can look to run a remote session to your computer and run some further checks. Please email [email protected]
Desktop App Notification Issues
If you encounter issues with notifications or pop-ups not appearing on incoming calls, please run through the checks below
If you see the padlock icon in the top left click on it and make sure Notifications are Allowed
If you do not see the padlock then select the 3 dots in the top right then select Privacy then Manage Privacy Settings and make sure Notifications are Allowed
If you still encounter issues with notifications and would like assistance we can look to run a remote session to your computer and run some further checks. Please email [email protected]
Important Note: As the app runs outside of Citrix then Citrix may be blocking the notifications on your screen, if you minimise Citrix then you should see the notifications. Or you can have Wildix running on one screen whilst you have Citrix across others. See more information here Citrix