Vonage Business Cloud AU Support

Vonage Business Communications Support

Enter a search topic
Vonage Support

Vonage Desktop App

Updated: 4/26/2024 5:39 AM

The Vonage Desktop App is a free application that lets you use and manage your Vonage Business phone service from your computer or a web browser. Features include:

  • Make and receive calls (only available in the downloadable Desktop Application)

    NOTE: On inbound calls to an extension, callers may hear 15 seconds of dead air before voicemail picks up if devices/apps are not registering but the Mobile App or Desktop App has been logged into at least once. This is expected behavior. Since the apps can be mobile, they may change registered IP addresses quickly. Due to that fact, we wait 15 seconds to see if we can connect to one of the apps before sending the call to voicemail. Since no phone is ringing during that time, we are unable to play a ringback sound due to FCC regulations on fake ringbacks.
  • Listen to voicemail
  • Share files and videos with colleagues using Team Messaging
  • Start or join Vonage Meetings 
  • Apply settings that determine how calls are directed
  • Set notifications and ringtones
  • Set up greetings for your Voicemail, Extensions, and Virtual Receptionists

See Troubleshoot Issues with the Vonage Desktop App for troubleshooting tips.

System and Network Requirements
System Requirements
Operating SystemVersion
Windows
  • 7
  • 8 and 8.1
  • 10
NOTE: The Desktop app application requires 64-bit Windows.
Macintosh10.10.6 or higher

NOTE: The Desktop app application requires 64-bit MacOS.
 
Network RequirementsIf you experience issues connecting to the app, open the following outbound ports on your firewall:
 
PortProtocol
5060-5061UDP
10000TCP
10002TCP
10000-20000UDP
Supported Browsers
  • Google Chrome: Current and 1 prior major version
  • Microsoft Edge: Current and 1 prior major version
  • Mozilla Firefox: Current and 1 prior major version
  • Safari: Current and 1 prior major version
NOTES:
 
  • Microsoft IE is not supported.
  • Vonage Meetings does not work on Safari. 
Download, Install, and Sign-In
Download

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. To download the app, use the following links:

Install

Windows

  1. Go to your Downloads folder and double-click VonageBusinessSetup.exe.
  2. Install the application. The application automatically opens when the installation is completed.

Mac

  1. Go to your Downloads folder and double-click VonageBusinessSetup.dmg.
  2. Click and drag the Vonage Business application to your Applications folder.
  3. 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.

MSI

System Administrators can use the Vonage Desktop App MSI installation to deploy the application on multiple computers or per user.

Sign-In/Out

To sign in using the Desktop Application or Web Browser:

  1. Open the Desktop Application, or go to app.vonage.com, and then sign in using your account Username and Password.
  2. Click OK.

    NOTE: For password reset instructions, see Set Password and Username. 

To sign out:

  1. Click the circle with initials (top left).
  2. Click Logout.
Navigate the App
Menu

Click the Avatar (initials at top left) for the following menu options:

Mute All DevicesSends calls to voicemail and disables notifications.
Disable NotificationsDisable notifications but calls still ring through.
Disable CallsDisable calls for the Desktop app but other devices on your extension(s) still receive calls.
SettingsSet options for the account that include:
 
Profile Settings
  • View Profile and Extension information
  • Update Profile Picture
  • Update Password
  • Update Secret/Answer Question
Application
  • Call Settings
  • Notifications and ringtones
  • Meetings
AudioSpecify your microphone and headset.
Call ForwardingAllows you to forward calls to a different phone device or phone number.
Extension
Call BlockingAdd rules to block numbers. See Call Blocking for details.
Voicemail
  • Enable/Disable
  • Voicemail PIN
  • Greetings
  • Exiting Voicemail Options
See Set Up Voicemail and Greetings for details.
Web LauncherIntegrate a CRM to open a website when a call is initiated.
What's NewView a changelog sorted by date.
Get HelpAsk questions using Chat or open a Case.
LogoutSign out of the app.
Sidebar

Services and features include:

CallsMake calls and view up to six months of call history. View up to 120 days of call recordings up to a maximum of 400 recordings. The system deletes the oldest recordings if you have more than 400.
VoicemailFilter voicemails by Recent or Unread and listen to voicemails with options to:
 
  • Call or Message the caller
  • Start a Meeting with the caller
  • Add the caller as a contact
  • Block the caller
  • Delete voicemail
Voicemails are available here for six months. See Set Up Voicemail and Greetings for details.

If the extension is assigned within a Call Group, you would be able to access the Call Group(s) voicemail messages.
Team MessagesSend messages to other users on your account and view up to 12 months of received messages.
MeetingsPlan, Start, or Join a meeting and view meeting History and Recordings.
ContactsView All Contacts, Company Contacts, My Contacts, and if enabled, Contact Center contacts. Search by the contact's name, extension, or company name.

Filters are added under the Company Contacts tab to navigate between the different kinds of contacts. 

Currently, the different contacts to sort from are:
  • All Company Contacts - Displays all Company Contacts
  • User Extensions - Displays only the User Extensions
  • Call Groups - Displays only the Call Group Extensions

Individual Extension Contact would have the option to:
  • Call
  • Message
  • Start a Meeting (Vonage Meetings)
  • Favorite 

Call Group Extensions would have the option to:
  • Call 
  • Favorite
Contacts can be marked as favorites that are displayed at the top of the Contacts Page. 

NOTE: When calling the Call Group Extension, it rings all of the extensions within the Call Group. 

To enable the Contact Center contacts:
  1. Sign in to the Vonage Desktop App.
  2. Click the Avatar menu, select Settings, then select Application.
  3. Scroll to Contacts and toggle Contact Center to enable or disable contacts.
My AppsView services and features that can be added to your account. 

NOTE: End Users only see Request This App, while Administrators see the feature price and can continue to the checkout screen.
ReportsRun reports to see detailed call information for your extensions, users, call groups, and call queues.
AdminView and make changes to your account in the Admin Portal.

NOTE: Only visible to Super Users and Account Administrators.
Make a Call and Use Call Options

The Desktop app is required to make and receive calls. If you have not yet installed the Desktop app, download and install it before using the following steps.

Make a Call

You can make a call from several areas of the sidebar:

+ New
  1. Click the + New button and then click New Call.
  2. Dial a number and then click the Phone icon to place your call, or click the Directory icon and select a contact.
Calls
  1. Click Calls and then click the + New Call icon.
  2. Dial a number and then click the Phone icon to place your call, or click the Directory icon and select a contact.

    NOTE: Call history is stored for six months.
Keypad
  1. Click the Keypad (at bottom).
  2. Dial a number and then click the Phone icon to place your call, or click the Directory icon and select a contact.
Team Messaging
Voicemail
Contacts
  1. Click Team Messaging, Voicemail, or Contacts.
  2. Hover over a contact and then click the Ellipsis icon (3 dots).
  3. Click Call.

Answer or Decline a Call

Click the Answer or Decline icon during an incoming call.

Use Call Options

The following options are available during an active call:

ArrowsMinimizes the call screen.
GearSpecifies Headset and Speaker options.
MicrophoneMutes the call.
KeypadDisplays the keypad.
Add CallAdds another person for a three-way call:
 
  1. Click Add. 
  2. Dial a number and then click the Phone icon to place your call, or click the Directory icon and select a contact.
  3. Tap Merge once the second call is answered.
VideoWhile on a call in the Desktop App, you can:
  • Invite company and external contacts to an instant meeting.
    • Company contacts receive a meeting invitation in the Desktop App.
    • External contacts receive an SMS with the meeting details. (SMS is available on U.S. based accounts only)
  • Copy and share the meeting link.
Note: Starting a meeting does not end the active call. Navigate back to the call options screen to end the call.

See Vonage Meetings for meeting options and details.
TransferTransfers a caller:
 
  1. Click Transfer.
  2. Select from the following options:
     
    Blind TransferTransfer the call without speaking to the other party.
    Attended TransferSpeak to the other party before transferring the call.
    Transfer to VoicemailTransfers the caller to the voicemail of another extension.
  3. Dial a phone number and then click the number in the list, or click the Directory icon and select a contact.
  4. Click OK.
ParkParks a call into a numbered spot. Once parked, you can retrieve the call from a different phone in your office.

See Call Park for details.
HoldPlaces the call on hold.
EndEnds the call.
Set Notifications and Ringtones
  1. Sign in to the Desktop App.
  2. Click the Avatar/Initials (top left).
  3. Select Settings, then Application.
  4. Expand the Notifications tab to select the applicable Ringtone setting:
     
    Incoming Internal CallsReceived call from another extension within your account.
    Incoming External CallsReceived call from outside of the account.
    Incoming Meetings Video CallsReceived Vonage Meetings Call.
  5. Click Save.
View Call History and Recordings

View up to six months of call history.

  1. Sign in to the Desktop App.
  2. Click Calls and then click the Recent, Missed, and Recordings tabs to view history and recordings.

    NOTE: The Recordings tab only displays if On-Demand Call Recording is assigned to your extension and/or if you have been given permission by your Administrator to view and listen to your Company Call Recordings.
Send, View, and Manage Messages
Use Team Messaging

Send Messages

Create a group to send messages with other users on the account and view up to 12 months of stored messages.

  1. Click Team Messaging and then click the New Group button.
  2. Enter a Group Name.
  3. Search for contacts to add.
  4. Click Create.
  5. Type the first message and press Enter/Return on your keyboard.

    NOTE: To mention a user, use the @ sign in front of their name, for example, @FirstName.

To send a file to another user on the account, go to the field where you type your message and click the + icon.

Manage Messages/Groups

Message Options
  1. Click Team Messaging.
  2. Hover over a message in the group and click the Ellipsis icon (3 dots) for the following options:
     
    ForwardForwards the message to groups or team members, up to five at a time. These messages display a Forwarded indication in the thread. 
    CopyCopies the contents of the message.
    DeleteDeletes the message for either you or all members of the group.
Leave Group
  1. Click Team Messaging.
  2. Click the Ellipsis icon (3 dots) in the group section and then click Leave Group.

    NOTE: This action cannot be reversed and you must be invited again to rejoin.
Mute Notifications
  1. Click Team Messaging.
  2. Click the Ellipsis icon (3 dots) in the group section and then click Mute Notifications. 
  3. Select the mute duration time and then click Mute.
NOTES:
 
  • Muting notifications applies across web and mobile apps.
  • @Mentioning a group member in a message overrides mute for that message.
Enable/Disable Messaging

An Administrator can enable or disable Team Messaging for the account or by user in the Admin Portal.

  1. Sign in to the Admin Portal.
  2. Click the Account, then click Message Settings.
  3. Set the options that apply:
     
    Account Team MessagingDisables Team Messaging for all users on the account.
    Disable Team MessagingDisables Team Messaging for the extensions you specify.
  4. Click Save.
Video Meetings

Vonage Meetings is a free online video conference and collaboration service available for the Vonage Desktop App and Vonage Mobile App. See Vonage Meetings for details

Add and Manage Contacts

Company Contacts are users on the account and cannot be modified, but you can manage personal contacts that you have added. 

AddClick Contacts and then click the + New Contact button.
Delete
  1. Click Contacts.
  2. Hover over a message and click the Ellipsis icon (3 dots).
  3. Click Delete.
Import

Contacts from the Vonage Business Communications Mobile App automatically sync to the Desktop app.

Import From Outlook
  1. Export your contacts in a .csv file format (Microsoft instructions for export).
  2. Sign in to the Desktop App.
  3. Click Contacts.
  4. Click the Import Contacts icon (top right) and then follow the instructions.
Custom Import

Use the Custom Contact Template for importing bulk contacts from systems other than Outlook.
 

  1. Sign in to the Desktop App.
  2. Click Contacts.
  3. Click the Import Contacts icon (top right).
  4. Attach the template file and then click Upload.
Report an Issue / Send Feedback

Click the Feedback button to report an issue or provide feedback from the Desktop App. Issues reported will create a Customer Care case and will include device logs. This can be used for troubleshooting desktop application issues as needed.

Note: The Select Feature field will default to the page you're on when you click the button.

Did this article answer your question?