Cloud Voice App Desktop Client Quick Start Guide

The Cloud Voice App desktop client puts your extension, calls, chats, contacts, and call center tools into a single application on your computer. An extension is the internal phone identity your administrator assigns you (for example 1001), and it is what the client signs in as. This guide walks you from installation through the tasks you will use every day, so you can be up and running in a few minutes.

Download and install

The desktop client is available for both Windows and macOS. Download the installer that matches your operating system, run it, and follow the prompts to finish setup. When the install completes, launch the app to sign in.

Tip

Download only the installer that matches your computer’s operating system: the Windows installer will not run on a Mac, and the macOS installer will not run on Windows. If you are unsure which one you have, ask your administrator before downloading.

Note

Installing an application usually requires permission to make changes to the computer. If the installer is blocked or asks for an administrator password, contact your IT team or system administrator.

Sign in

Open the app and sign in with the extension account your administrator issued you. You have three ways to sign in:

1. Open the login link from your welcome email, which signs you in automatically.
2. Sign in with one click if you are already signed in to Cloud Voice in your web browser.
3. Enter your username, password, and server details by hand.

Once you are in, your workspace loads with every feature within reach.

Note

The welcome email contains your login link and, if you sign in manually, the server address (domain) the client needs to connect to. If you did not receive a welcome email or cannot find your server address, ask your administrator to resend it.

Tip

The one-click option (already signed in on the web) is the fastest way in and means you do not have to type your password again. Use it whenever your browser session is still active.

Find colleagues and contacts

The directory brings your teammates (extensions) and saved external contacts together in one list. From here you can see who is available and reach anyone with a single click.

Note

Each colleague’s presence status (such as available, on a call, or offline) is shown next to their name so you can tell at a glance who is free before you call.

Make and manage calls

Place audio or video calls right from the app, then manage each live call with the on-screen controls for hold, transfer, recording, and more.

Caution

Do not rely on the desktop client for emergency (911) calls. A softphone (a phone that runs as software rather than a physical desk phone) may not report your physical location to emergency services, and it will not work if your computer or internet connection is down. Confirm your organization’s emergency calling arrangements with your administrator before you need them.

Note

The first time you make a call, Windows or macOS may ask for permission to use your microphone (and your camera for video calls). You must allow this, or the other person will not be able to hear or see you. On macOS these permissions live under System Settings, Privacy and Security.

During a connected call you can transfer it to a colleague. A blind (unattended) transfer sends the caller straight to the other person, while an attended transfer lets you speak to that person first and then complete the handoff.

Caution

Recording a call can be governed by law and by company policy, and rules vary by location. Make sure you are allowed to record, and inform the other party when required, before you start a recording.

Chat and share files

Send instant messages to individuals or groups, and drop files straight into the conversation to keep everyone working from the same information.

Work the call center

If your role includes call center duties, the console gathers your queue calls alongside live monitoring, reporting, and call-handling tools.

Note

The call center console appears only if your administrator has assigned you to a queue as an agent. If you do not see it and you expect to, ask your administrator to add you to the appropriate queue.

Personalize the appearance

Adjust the app to suit your preferences, including switching between light and dark display modes to match your surroundings.

Tip

Matching the app’s theme to your system setting (or picking dark mode in low light) can reduce eye strain during long shifts.

Connect your other tools

The desktop client can work alongside the applications you already use:

• Microsoft Outlook integration matches incoming callers to your Outlook contacts and lets you dial a contact straight from Outlook, so you spend less time looking numbers up.
• TAPI integration connects the client through TAPI (Telephony Application Programming Interface), a Windows standard that lets other TAPI-aware programs place and control calls through your extension.

Note

Availability of these integrations depends on your setup. Check with your system administrator to find out which options are enabled for your organization.