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Vonage Business Cloud Desktop App

Updated: 9/24/2019 11:02 PM

Vonage Business Cloud Desktop App is a free web application that allows you to use and manage your Vonage phone service from your computer. Place and receive calls from your Vonage phone number using the integrated softphone, send text messages to other in-app users, view your contact history with clients, manage Call Forwarding Settings, and listen to voicemails.

There are two ways to access Desktop App; you can download and install the application on your computer (see Install Desktop App below), or you can access the browser-based version of the Desktop App using this link: https://app.vonage.com.

Desktop App Features
Included Features
FeatureDescription 
Admin PortalAllows Super Users and Account Administrators to manage account
Call FlipTransfer your active phone call between your devices
Cloud Contacts
  • Syncs contacts with Vonage Business Cloud Mobile App
  • Click to Call using Desktop App softphone or your physical phone
  • View coworkers’ extension presence 
Extension ManagementManage Call Forwarding, Voicemail and Device settings
SoftphoneUse your PC to place and receive calls
Text Messaging*
  • Send and receive text messages to other in-app users anywhere in Australia
  • Available for all extensions
  • Includes group messaging
NOTE:  *SMS Text Messaging is unavailable at this time.
Web LauncherOpens websites when placing or receiving calls
Premium Features
FeatureDescription
Call MonitoringProvides the ability to monitor calls
On-Demand Call RecordingRecord calls with the touch of a button
Install Desktop App

The Desktop App for Windows and MacOS includes a softphone with support for call waiting, hold, blind transfers, and add/merge calls. The softphone can be used with the existing microphone and speakers built into your computer or with a headset.  

There are two ways to access Desktop App; you can download and install the application on your computer (see instructions below), or you can access the browser-based version the Desktop App using this link: https://app.vonage.com. We recommend you bookmark this link for future use.

NOTE: The Desktop App is only compatible with 64-bit Windows and MacOS;  32-bit operating systems are unable to use the application.

Download and Installation (Windows)
  1. Download the Desktop App Windows Installer.
  2. Go to your Downloads folder and double-click VonageBusinessSetup.exe.
  3. Install the application; the application automatically opens when the installation completes.
  4. Sign in with the Username and Password for your account.

    NOTE: Once you have downloaded and installed Desktop App, the application will open automatically when you start up your computer.
Download and Installation (MacOS)
  1. Download the Desktop App Mac Installer.
  2. Go to your Downloads folder and double-click VonageBusinessSetup.dmg.
  3. Click and drag the Vonage Business application to your Applications folder.
  4. Go to your Applications folder and double-click the Vonage Business application.

    NOTE: Depending on your security settings, you may need to allow permission for Vonage Business to open. See Open an app from an unidentified developer.
  5. Sign in with the Username and Password for your account.

    NOTE: Once you have downloaded and installed Desktop App, the application will open automatically when you start up your computer.
Sign Into Desktop App

Sign in:

  1. Go to Desktop App and sign in using your account Username and Password.
  2. Add a security question when prompted.
  3. Select an extension if there is more than one extension associated with the username.
  4. Click OK

NOTE: For password reset instructions, see Password Assistance

Sign out:

  1. Go to the upper left corner of the app.
  2. Click on the circle with initials.
  3. Click on Logout.
Navigate Desktop App
The left navigation rail of Desktop App has the following options:
 
MenusDisplays your initials (top left) and opens a menu when clicked.
 
ExtensionDisplays if you have more than one extension assigned and lets you select which one to use.
Mute All DevicesDisable inbound calls to all devices associated with your Extension and disable all notifications.
Disable NotificationsDisables notifications but calls still ring your extension.
Disable CallsIncoming calls are not received on the DesktopConnect app but will ring other devices.
Settings
ProfileView and update your contact details, password, and security question.
Application
Call SettingsCustomize dial pad and call screen options.
Messaging Settings
  • Select the default number for sending messages.
  • Select which numbers you want to use with Business Inbox.
NotificationsSet preferences for sounds and browser notifications.
AudioSelect which microphone and speakers you want to use. Additionally, you can select which device plays the incoming ring tone.
ExtensionView extension details and update Call Continuity Service and Call Screening settings.
Call ForwardingSet options for, Send to Voicemail, Forward All Calls, Follow Me, and Simultaneous Ring.
VoicemailView and update your Voicemail information and select Greeting options for your extension. 
Call BlockingCreate rules to block inbound and outbound calls.
DevicesAdd or remove a device.
Web LauncherOpens a website or CRM when placing or receiving a call. You can determine which website opens and you can insert dynamic information about the call into the URL.
See Desktop App Admin Portal for details.
What's NewDisplays updates for each version.
Send FeedbackProvide feedback for DesktopConnect.
Get HelpDisplays FAQ, Chat Support and Submit a Case.
System StatusDisplays real-time status of the Vonage network.
LogoutSign out of Desktopconnect
+ NewQuickly access the following features:
 
  • New Call
  • New Message (Team)
  • New Group (Team)
App CenterDisplays a summary of Services and Features that you can add to your account. Select one to view additional details.
Calls
  • View incoming and outgoing calls.
  • Place and receive calls; only available in native desktop app for Windows and Mac.
NOTE: Call logs cannot be deleted.
VoicemailsView and listen to voicemail.
SMSView and send text messages to people outside of your company with Vonage Flow.
Team MessagingView and send text messages to people in your company.
MeetingsSet up or join meetings with support for dial-in calling, video, screen sharing, and note-taking.
FavoritesView contacts marked as favorites.
Contacts
  • View and manage contacts list.
  • Sync Contacts with Vonage Business Cloud Mobile App.
Call DashboardDisplays the status of each extension.
Reports
  • End Users can review Call Queue reports, if applicable.
  • Super Users and Administrators can review all company call reports.
AdminView and make changes to the account in the Admin Portal; only visible for Super Users and Account Administrators.
Import Contacts

All contacts within the company automatically populate in the Desktop App.

Import from Vonage Business Cloud Mobile AppContacts imported from Vonage Business Cloud Mobile App and stored in the cloud display in the Desktop App.
Import from Outlook
  1. Export your contacts in a .csv file format (Microsoft instructions for export).
  2. Sign in to DesktopConnect.
  3. Click Contacts.
  4. Click Import Contacts (cloud icon) and then follow the instructions.
    User-added image
Custom ImportUse the custom contact template for importing bulk contacts from systems other than Outlook or Gmail.
 
  1. Sign in to DesktopConnect.
  2. Click Contacts.
  3. Click Import Contacts (cloud icon).
  4. Attach the template file and then click Upload.
Use Desktop App Features
Use Click to Call

If you would like to call your Desktop App contacts using your physical phone or another device, disable the Desktop App Softphone:

  1. Go to the upper left corner of the app.
  2. Click on the circle with initials.
  3. Toggle Disable Calls to On.

You have the option to place calls through the dial pad within Desktop App or your contact list:

Manually Dial with
Desktop App

  1. Go to left navigation pane and click Calls.
  2. Click Make a Call, enter the phone number and click the green Send button.
  3. Answer the inbound call on your device.

    A recording, "Please wait," plays and the call connects to the phone number you were attempting to reach. 
Click to Call Using Contacts
  1. Go to left navigation pane and click Contacts.
  2. Select the contact you want to call, then click Call.
  3. Answer the inbound call on your device.

    A recording, "Please wait," plays and the call connects to the phone number you were attempting to reach. 
Use 3-Way Calling

Add another person to an active conversation by using the following steps:

  1. Click Add Call.

    ADd
  2. Enter a phone number or select a contact from the directory.
  3. Click Add.

A call is placed to the number you added. Once the call is answered, you can merge the call to add all parties:

DesktopConnect Merge Call

Transfer a Call
Use the following steps to transfer a call:
 
  1. Click Transfer.
    Transfer
  2. Select from the following options:
     
    • Blind Transfer
    • Attended Transfer
    • Transfer to Voicemail
  3. Enter a phone number and then click the number in the list, or click a contact from the directory.
  4. Click OK.
Set Up Web Launcher

Integrate your extension's calls with selected websites through a unique URL setup. When placing or receiving calls, Desktop App triggers your default browser to open the site and search based on your settings.

  1. Sign in to Desktop App.
  2. Click the Avatar (top left), then click Settings.
  3. Click Web Launcher.
  4. Enter a Display Name, then enter a Web Site URL and click Add or Replace. Common Web Site URLs include:
     
    Google+Enter:  https://plus.google.com/u/0/s/
    TwitterEnter:  http://www.twitter.com/search/?q=
    NetSuiteEnter:  https://system.netsuite.com/app/common/search/
    ubersearchresults.nl? quicksearch=T&searchtype=
    Uber&frame=be&Uber_NAMEtype= KEYWORDSTARTSWITH&
    Uber_NAME=%%phone_number%%
    FacebookEnter:  http://www.facebook.com/search/?q=
    Appfolio 

    Enter:  XXXXX.appfolio.com/search/advanced_search?full_text_search=%%phone_number%%

    XXXXX is the unique identifier given to an Appfolio customer. Log in to the Appfolio interface to obtain this part of the URL.

    Salesforce
    1. Log into your Salesforce account using your web browser.
    2. Look in the address bar for searchhere in the URL.
    3. Copy the URL in your browser’s address bar up until the point where it says searchhere.
    4. Paste the URL in the Enter Web Site URL field on the Desktop App's Web Page Launcher Settings.
  5. Select the desired variable to search from the menu. If you select Phone Number, Web Launcher searches the selected site for the matching incoming phone number.
  6. Select Incoming Calls and/or Outgoing Calls as applicable.

NOTE: Pop up blocker settings may interfere with Web Launcher.

Use Call Flip

Open Desktop App while on a call and you can flip your call to another device associated with your extension. If you are on a call using your extension on another device (such as the Vonage Business Cloud Mobile App) the Call Flip icon displays on the dial pad in Desktop App.

  1. Sign in to Desktop App.
  2. Click the Call Flip icon. The call flips from your previous device to Desktop App seamlessly. The other device automatically disconnects.

    User-added image

    NOTE: If you are on your Desktop App device and wish to pick up your desk phone with the same extension, pick up the receiver and dial *44. Refer to Call Flip for more information.
Use Call Monitoring

Call Monitoring provides the ability to listen in on calls, “whisper” to the monitored user and “barge” into the call to join the conversation. Once purchased, Desktop App gives you the option to monitor calls.

  1. Sign in to Desktop App.
  2. Click on Contacts in the left navigation pane.
  3. Select the person on a call that you would like to monitor. Hover over the name on the contact list to see details of the active call.

    User-added image
     
  4. Click on the Call Monitoring icon. Call monitoring starts immediately. 

    User-added image
  5. Use the keypad to Whisper or Barge during the call.

    User-added image
Use On-Demand Call Recording

Record incoming and outgoing calls using On-Demand Call Recording with the touch of a button in Desktop App. Recordings can be played back immediately or shared by email or downloaded as needed. You can also delete Recordings in Desktop App.

  1. Sign in to Desktop App.
  2. Make a call. When the call is active, the Record button is visible on the dial pad.
  3. Click Record.

    User-added image
Send In-App Text Messages

In-App Text Message from an Extension

Send and receive text messages to other users on the account anywhere in Australia.

  1. Click the New Message icon.
  2. Select a party from your contact list.
  3. Type your message in the Type Message Here window.
  4. Click Send.
 

Text Message From Main Business Number (this feature coming soon)

For Desktop App users that have permission to set and block the outbound caller ID for the extensions on the account, you can send and receive text messages from the Virtual Receptionist number(s) and any direct dial numbers associated with your extension.

  1. Enable the text from the main number feature.
    1. Click the Avatar (top left), then click Settings.
    2. Click Application and then click Message Settings.
    3. Select the numbers from the list, check each box to enable.
    4. Choose a color for messages sent to/from this number if desired.
    5. Select Notify on new business messages if you would like messages sent to the Virtual Receptionist numbers to appear on your Recents page as well as your Messages page.
    6. Select a Default Number for the new message setting. This number auto-populates in the From window for new texts. The number can be changed for each message as needed. Click From window and select the number to display. 
  2. Click Save.

Once you save the settings for sending text messaging from the main number, you can navigate to the Messages page to see messages sent to your virtual receptionist. Use the filter to find messages sent to/from a specific number.
 

Disable Messaging

Enable or disable SMS and Team Messaging for the account or by user.

  1. Sign in to the Admin Portal.
  2. Click the Account, then click Message Settings.
  3. Set options as follows:
     
    Account SMSSMS is not available.
    Account Team MessagingDisables Team Messaging for all users on the account.
    Disable SMSSMS is not available.
    Disable Team MessagingDisables Team Messaging for the extensions you specify.
  4. Click Save.
Delete Text Messages

Delete a Conversation

  1. Sign in to your Online Account.
  2. Click Inbox.
  3. Hover over the Conversation and then click Delete.

Delete a Message

  1. Sign in to your Online Account.
  2. Click Inbox.
  3. Click the Conversation, hover over the message and then click Delete.
Send a Group Message
  1. Add or remove group members using the settings icon on the message details page.
  2. Type the first message, hit Send.
  3. Name the group and add participants to the group.
  4. Click the New Message icon and click Group Message icon (upper right).

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