CloudCX — User Guide

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Welcome to CloudCX

CloudCX is your work phone — but instead of a handset on your desk, it lives in your web browser and in an app you can install on your computer or phone. With it you make and take calls, pick up voicemail, see who called you, and decide how you want to be reached. This short guide gets you comfortable fast: what your line gives you, the two places you go to use it, and the simple way every page in this book is laid out so you can find an answer in seconds.

You do not need to know anything about telephones or networks to use CloudCX well. If you can use a web page and tap a few buttons, you can use your line. This first chapter is the orientation; the chapters after it each take one task — making a call, retrieving a voicemail, turning on Do-Not-Disturb — and walk you through it with a picture and numbered steps.

What you will learn in this chapter

What CloudCX is for you as an everyday user; what your line includes (your extension, voicemail and call handling); the two things you actually use — the portal at my.cloudcomms.app and the softphone at my.cloudcomms.app/phone; and how to read this guide — the screens, the numbered steps, and the tips.

1.1 Your work phone, in the browser and the app

Think of CloudCX as a phone that follows you rather than a phone bolted to one desk. Your colleagues reach you by dialling a short extension — a few digits such as 1001 — and the call rings wherever you are signed in: the app on your laptop, the same app installed on your phone, or a desk phone if your organisation gave you one. You answer in one place; the others stop ringing. When you cannot take a call it goes to your voicemail, and the message is waiting for you the next time you look — you can even read it as text.

Two ideas are worth holding on to from the start, because the rest of the guide leans on them:

Your phone is software, not hardware. There is no box to plug in. You sign in to a web page or an app, and that becomes your phone. Sign in on a new device and your line is there too — same extension, same voicemail, same call history.
You manage your own line. Your voicemail greeting, whether calls forward when you are busy, which of your devices ring — these are yours to set. You do not need to ask an administrator for the everyday things; this guide shows you where each switch lives.

A small number of things depend on your organisation rather than on you. Calling internal colleagues, leaving and collecting voicemail, and setting up how you are reached all work straight away. Calling out to ordinary public phone numbers, and being reached on a direct number (a public number of your own, such as +65 3159 0010), depend on your company having connected an outside phone line. Where a feature needs that, this guide says so plainly.

Make & take calls

Dial a colleague’s extension and talk — with hold, transfer, conference and even video. Answer incoming calls from the app, on your computer or your phone.

Never miss a message

Calls you miss go to voicemail. Listen in your browser, read the transcript, or get the message emailed to you — whichever suits.

Be reached your way

Turn on Do-Not-Disturb, forward calls to a mobile, or set up find-me/follow-me so the right device rings at the right time.

You only need two addresses

Bookmark my.cloudcomms.app (your portal) and my.cloudcomms.app/phone (your softphone). Everything in this guide happens in one of those two places. If your company uses its own branding, the addresses may differ — your administrator will tell you, but the screens work exactly as shown here.

CloudCX — User GuideCh. 01 · Welcome

CloudCX — User Guide

Ch. 01 · Welcome

1.2 What your line includes

When your organisation set you up on CloudCX, they gave you a line. A line is the bundle of things that make you reachable and let you reach others. You do not assemble any of it — it is ready when you first sign in — but it helps to know the parts, because the chapters ahead are organised around them.

Table 1.1 — The parts of your line, and where each lives in this guide
Part of your line	What it is	Example	Covered in
Your extension	The short internal number colleagues dial to reach you. The heart of your line.	1001 — Alice Tan	This chapter; calling in § 3
Voicemail	Where callers leave a message when you do not answer. You can listen, read a transcript, or get it by email.	3 new messages; access code *98	Chapter 05
Call handling	The rules that decide how calls reach you — Do-Not-Disturb, forwarding, find-me/follow-me.	Forward to mobile when busy	Chapter 07
Your devices	The phones signed in to your line — the softphone app, and any desk phone. “Registered” means online and ready to ring.	2 devices, 1 registered	Chapter 08
A direct number (optional)	A public phone number of your own, if your company assigned one. Needs an outside line to receive calls.	+65 3159 0010	Chapter 02; § 1.1

Your extension is the one part everybody has. It is how you appear to colleagues and how they call you — no public number required. The others build on it: voicemail catches what you miss, call handling steers calls before they ever reach voicemail, and your devices are simply the phones that ring. Throughout this guide we use a running example — Alice Tan on extension 1001, at a company called Acme Corp — so every procedure ends with a concrete result you can picture.

1.2.1 A note on numbers you will dial

A few short codes do useful things from any CloudCX phone. You will meet them again later, but it is handy to see them together now.

Dial this	What happens
1001, 1002…	Calls a colleague directly by their extension.
6000	Calls a ring group — a team pilot number (e.g. Sales) that rings several people at once.
*98	Dials into your voicemail to listen by phone (see Chapter 05).
9196	The echo test — calls a robot that repeats your voice back, so you can check your microphone and speaker.

Test your audio before your first real call

The very first thing to try on a new device is the echo test: dial 9196 and speak. If you hear yourself a moment later, your microphone and speaker are working. It is the quickest way to rule out an audio problem before it matters — and it never disturbs a colleague.

Your view is only ever your own line

The portal shows your extension, your voicemail and your rules — nothing belonging to anyone else. You cannot see or change a colleague’s settings, and they cannot see yours. That is by design: every person’s line is private to them.

CloudCX — User GuideCh. 01 · Welcome

CloudCX — User Guide

Ch. 01 · Welcome

1.3 The two things you use

There are just two places you ever need. They share the same sign-in, so once you know one you know the other. Knowing which is which means you never go looking for a call control in the settings page, or a setting on the dialpad.

The portal — my.cloudcomms.app

Your settings and history page. Here you check your line, listen to voicemail, browse who called, change your call handling, see your devices, and update your password. Open it in any web browser. This is where you set things up.

The softphone — my.cloudcomms.app/phone

Your actual phone. Here you dial, answer, hold, transfer and switch to video. It can be installed like an app so it rings even when your screen is locked. This is where you make and take calls.

The two are connected: a change in the portal takes effect on the phone, and a call on the phone shows up in the portal’s history. You will spend most of your day in the softphone and visit the portal now and then to adjust how you are reached. The portal even has an Open softphone button so you can jump from one to the other.

1.3.1 The portal at a glance

The figure below is your My Phone page — the first thing you see after signing in to the portal. It is a summary of your whole line. The numbered markers point to the parts you will use most; the matching list explains each one.

my.cloudcomms.app

CloudCXVoiceMy line

My line

My Phone

Voicemail3

Recent Calls

Control

Call Handling

My Devices2

Conferences

REGISTERED

Acme Corp · my.cloudcomms.app

// my line

My Phone

Your extensions, devices and registration state — plus your profile and security.

Open softphone

My extension

1001

Alice Tan

Devices

2

1 registered

Voicemail

3

new messages

Direct number

DID

+65 3159 0010

Profile & security

you

Outbound caller-ID1001 — Alice Tan

Change passwordSet up authenticator

1

2

3

4

5

6

Your menu — two short groups: My line (My Phone, Voicemail, Recent Calls) and Control (Call Handling, My Devices, Conferences). A small number, such as the 3 next to Voicemail, means new items are waiting.
This is you — the breadcrumb names the signed-in person (here, Alice Tan). Everything on the page is your line and no-one else’s.
Open softphone — jumps straight to the dialer at my.cloudcomms.app/phone so you can place a call without retyping the address.
Your line at a glance — your extension (1001), how many devices you have and how many are online, your new-voicemail count, and your direct number if you have one.
New voicemail — the count of messages waiting; select Voicemail in the menu to listen or read them (Chapter 05).
Profile & security — the things you own outright: change your password, turn on extra sign-in security, and choose which number shows as your outbound caller-ID.

Figure 1.1 — My Phone, the portal’s home page: a one-screen summary of your whole line.

CloudCX — User GuideCh. 01 · Welcome

CloudCX — User Guide

Ch. 01 · Welcome

1.3.2 The softphone at a glance

The softphone is the phone itself — a small app that opens at my.cloudcomms.app/phone. It is a Progressive Web App, which simply means you can install it to your computer or home screen and use it like any other app, with no app-store download. When you sign in, it connects itself and shows registered; from then on it can ring and you can dial. There is nothing to configure — it sets itself up from your sign-in.

my.cloudcomms.app/phone

1

2

3

4

You are connected — registered means the phone has signed in and is ready to ring and dial. It names your identity, 1001 · Alice Tan, and where it is running (“this browser”). If it ever says otherwise, see Chapter 03.
The dialpad — type a colleague’s extension (here 1002), a feature code such as *98, or — if your company has an outside line — a full phone number.
Call — starts the call. Audio (and video, if both of you turn it on) connects directly between the phones. There is a matching red button to hang up once you are in a call.
The tabs — Phone (the dialpad), Contacts (your colleagues), Chat (team messaging and files) and History (your recent calls) — all in the one app.

Figure 1.2 — The softphone, idle and ready. The same app dials, chats, and keeps your call history.

Worked example — Alice’s first call

A worked example runs a task end-to-end with real values so you can see the result, not just the steps. Here is Alice’s very first call on CloudCX.

Alice opens my.cloudcomms.app/phone and signs in. After a moment the phone shows registered and 1001 · Alice Tan.
To check her audio first, she taps 9 1 9 6 and Call. The echo test repeats her voice — microphone and speaker confirmed — and she hangs up.
She types 1002 (her colleague Ben Ong) and taps ☎ Call. Ben’s phone rings; he answers; they talk.
When they finish, the call appears under the History tab, and also in Recent Calls back in the portal.

Result: a working two-way call with no setup beyond signing in. Because both Alice and Ben are internal extensions, this needed no outside phone line at all.

Install it so it rings while your screen is locked

Use your browser’s Install app option (or Add to Home Screen on a phone) to install the softphone, then allow notifications when asked. Installed, it can ring you even when the app is closed or your phone is locked — you tap the notification and answer. Full steps are in Chapter 03.

CloudCX — User GuideCh. 01 · Welcome

CloudCX — User Guide

Ch. 01 · Welcome

1.4 How to read this guide

This guide is short on purpose. Every task is shown the same way, so once you have read one chapter you know how to read them all. There are three things to recognise: the screens, the numbered steps, and the coloured tips.

1.4.1 Screens are drawn for you

Because CloudCX is updated often, this guide does not paste in photographs of the screen. Instead each screen is redrawn to match what you will see, with small numbered markers — the pink circles — pointing at the important parts. Underneath is a matching numbered list: marker 3 in the picture is item 3 in the list. You saw this with the portal in Figure 1.1 and the softphone in Figure 1.2. Each figure has a caption and a number, and the text refers to it by that number.

1.4.2 Procedures are numbered steps

When there is something to do, it is written as a numbered list. The bold start of each step is the action; the rest is the detail. Do them in order. Button and menu names are shown in bold exactly as they appear, like ☎ Call, and a path through the menu looks like My line›Voicemail. Here is a complete example you can do right now.

1.4.3 Procedure — sign in and find your way around

Open your portal. Browse to my.cloudcomms.app. Type your username (often your work email) and password, then select Sign in.
Enter a code if asked. If your company turned on extra sign-in security, you are asked for a 6-digit code — from an authenticator app or sent to your email. Enter it and continue.
Land on My Phone. Confirm the page reads My Phone and shows your name and extension (e.g. 1001 — Alice Tan), as in Figure 1.1.
Find the two menu groups. On the left, locate My line and Control. Note any number badge — a 3 beside Voicemail means three new messages.
Open the softphone. Select Open softphone (or browse to my.cloudcomms.app/phone) and confirm it shows registered.

Worked example — Alice gets oriented

Alice signs in at my.cloudcomms.app with her work email and password. Her company uses an email code, so she is asked for the 6 digits sent to her inbox; she enters them. My Phone opens, showing 1001 — Alice Tan, two devices (one registered), and a 3 beside Voicemail. She selects Open softphone; the phone shows registered. In under a minute she knows where her calls, messages and settings live.

1.4.4 The four coloured tips

Set off from the text you will meet four kinds of coloured box. Learn them at a glance — the most important guidance in the guide lives inside them.

Note

Helpful background or a clarification — useful to know, safe to skim. A Note never asks you to do anything risky; it just explains how something behaves (for example, that voicemail-to-email is off until you switch it on).

Tip

A shortcut or a better way to do something — optional, but worth adopting. Tips capture the little habits that make the everyday smoother, like running the echo test before an important call.

Warning

Take care — this is easy to get wrong or has a side effect. For example, turning on Do-Not-Disturb sends every caller straight to voicemail until you turn it off again.

Danger

Stop and think — this cannot easily be undone, such as deleting a voicemail you have not saved elsewhere. You will rarely meet this box, and when you do it always tells you how to be safe.

CloudCX — User GuideCh. 01 · Welcome

CloudCX — User Guide

Ch. 01 · Welcome

1.5 What comes next

The chapters ahead each take one part of your line and show you how to use it, in the order you are likely to need them. Use this as a map — jump straight to whatever you need today, or read it through once to get the full picture.

02 · Signing in & the portal tour

Reach your portal, find every menu, and read your line at a glance — building on Figure 1.1.

03 · The softphone

Install it, sign in, confirm registered, and make your first calls — with the lock-screen ringing set up.

04 · In-call features

Hold, mute, blind transfer, conference, DTMF tones, and switching to video mid-call with picture-in-picture.

05 · Voicemail

Listen in your browser, read the transcript, get messages by email, and set your greeting and mailbox PIN.

06 · Recent calls

Browse your in, out and missed calls, and call anyone back in a tap.

07 & 08 · Call handling, devices & security

Do-Not-Disturb, forwarding and find-me/follow-me; your devices and conference rooms; your password and sign-in security.

Cross-references point you forward and back

When this guide says “see § 3.2” it means chapter 3, section 2 — not a page number. Follow the section number to the exact spot. If you meet a word you do not recognise, it was defined where it first appeared; the cross-reference takes you there.

Try it — a two-minute warm-up

Confirm you can find your way around. There is nothing here you can break.

Sign in to my.cloudcomms.app following § 1.4.3 and confirm My Phone opens.
Read your own extension number from the page (compare it with 1001 in Figure 1.1).
Note whether Voicemail shows a number badge — if so, that is how many new messages are waiting.
Select Open softphone and confirm it shows registered.
On the softphone, dial the echo test 9196, say a few words, and check you hear yourself. Hang up.

Done when: you have reached My Phone, can state your own extension, have seen the softphone say registered, and heard your own voice come back on the echo test.

Next chapter

With the layout of the guide and your two addresses in hand, Chapter 02 walks you through signing in properly and gives you the full tour of the portal — so every screen after it feels familiar.

CloudCX — User GuideCh. 01 · Welcome

CloudCX — User Guide

Ch. 02 · Sign-in & tour

Chapter 02

Signing in and the portal tour

Your CloudCX line lives in two places: a self-service web portal at my.cloudcomms.app and the softphone app you reach from it. This chapter gets you through the front door — signing in with your username or email and password, and the optional one-time code — then walks you, screen by screen, around the portal so that by the end you can find anything in it without help. We start with the sign-in gate, take the guided tour of the My Phone dashboard, learn the two navigation groups (My line and Control), and finish with the small set of habits that make the portal fast to use every day.

2.1 Signing in to my.cloudcomms.app

The portal is where you manage your own CloudCX line: your extension and numbers, your registered devices and their live registration state, your visual voicemail, your recent calls, and the rules that decide how you are reached (do-not-disturb, forwarding, find-me/follow-me). It is scoped strictly to you — you sign in with your own credentials, and you will never see another colleague’s devices, voicemail or call history, even though you share a tenant with them. Before any of that is useful you have to reach it, and signing in is deliberately the simplest task in this guide, so it is a good place to learn how every procedure here is laid out: a faithful picture of the screen, then numbered steps, then a worked example with real values.

You sign in with the credentials your administrator issued to you — a username or email and a password. If your tenant has the extra login check turned on, CloudCX asks for a one-time code after your password is accepted (covered in § 2.1.2). The portal stays completely hidden until you authenticate; you cannot reach any of your line’s data without signing in first.

my.cloudcomms.app

1

2

3

4

5

Brand & line tag — the CloudCX wordmark with a My line badge confirms this is your self-service portal, not the operator console. If a reseller has white-labelled the service, the wordmark and colours may be theirs — the layout is the same.
Username or email — the identity your administrator issued to you. Either your username or the email address on your account is accepted here.
Password — the focused field shows the pink focus ring used across CloudCX for whichever field currently has keyboard focus.
Sign in — submits your credentials. If your tenant has the extra login check enabled, a one-time code is requested next (see § 2.1.2).
Protected banner — confirms the secure portal host. Bookmark my.cloudcomms.app and sign in only from that bookmark — never from a link in an unexpected email or message.

The CloudCX portal sign-in gate. Your line stays hidden until authentication succeeds.

CloudCX — User GuideCh. 02 · Sign-in

CloudCX — User Guide

Ch. 02 · Sign-in & tour

2.1.1 Procedure — sign in to the portal

Open the portal. Browse to my.cloudcomms.app. The page shows only the sign-in card over a dark backdrop; the rest of the portal is hidden until you are in.
Enter your username or email. Type the identity your administrator gave you — for example [email protected]. Either your username or your account email works.
Enter your password, then select Sign in. Passwords are case-sensitive; if you paste one, check no trailing space was copied with it.
Enter the one-time code if you are asked for one. If your tenant has the extra login check on, type the 6-digit code from your authenticator app or the code emailed to you, then submit again (see § 2.1.2).
Confirm you have landed on My Phone. You should see your extension number in the top-left breadcrumb and a registration panel below. You are now on your own line and can move around using the navigation rail (see § 2.3).

Worked example — Alice signs in for the first time

Alice Tan, extension 1001 in tenant Acme Corp, opens my.cloudcomms.app on her laptop. She types her email [email protected], then her password, and selects Sign in. Acme has the extra login check switched on, so CloudCX asks for a one-time code; Alice opens her authenticator, reads 418 920, types it and submits. The portal opens on My Phone: the breadcrumb reads My Phone // Alice Tan · ext 1001, and the registration panel shows her softphone registered with caller-ID +65 3159 0010. She bookmarks the page so next time is one click.

Only ever sign in at my.cloudcomms.app

CloudCX will never email or message you a link asking you to “confirm your password” or “reactivate your line”. Treat any such message as a phishing attempt. Always reach the portal from your own bookmark or by typing my.cloudcomms.app yourself, and check the protected banner and the padlock in your browser’s address bar before entering anything.

2.1.2 The one-time code (extra login check)

An administrator can require a second proof of identity at sign-in — a one-time code — for extra protection. This is set per tenant and per account, so whether you see it depends on your organisation’s policy; many tenants leave it off. When it is on, the flow is unchanged except for one extra step: after your password is accepted, CloudCX shows a code field. The code comes from one of two sources, depending on how your account is set up:

Source	Where the code comes from	Good to know
Authenticator app	A 6-digit code generated on your phone (for example by a TOTP authenticator), refreshing every 30 seconds.	Works with no signal or data — the code is computed on-device. Type the current code before it rolls over.
Email one-time code	A short code sent to your account email the moment you sign in.	Needs access to your inbox at sign-in time. Codes are single-use and expire quickly; request a fresh one if it lapses.

If the code is rejected

The two commonest causes are a stale code (it rolled over while you were typing — wait for the next one) and a clock that is out of sync on your phone (turn on automatic date & time so the authenticator and the server agree). If you have lost access to the device that generates your codes, contact your administrator — they can reset the second factor for you.

Field	What to enter	Notes
Username or email	Your CloudCX username, or the email address on your account.	Not case-sensitive. Either value is accepted.
Password	The password issued to you, or the one you last set.	Case-sensitive. Use Forgot password? to reset it by email.
One-time code	The 6-digit code from your authenticator or email.	Shown only if the extra login check is enabled for your account.

CloudCX — User GuideCh. 02 · Sign-in

CloudCX — User Guide

Ch. 02 · Sign-in & tour

2.2 A tour of the portal

Once you are in, every screen in the portal shares the same frame: a dark navigation rail down the left, a top bar across the top with the breadcrumb, search and your avatar, and a working area filling the rest with the content of whichever screen you chose. Learn this frame once and every screen in the guide will feel familiar. The figure below is the screen you land on after signing in — My Phone — with the persistent parts of the frame numbered. Later chapters reuse exactly this frame and simply change the working area.

my.cloudcomms.app

CloudCXVoiceMy line

My line

My Phone1001

Voicemail3

Recent Calls28

Control

Call Handling

My Devices2

Conferences1

LINE ACTIVE

Acme Corp · ext 1001

// my line

My Phone

Your extension, numbers, devices and registration state.

Extension

1001

Alice Tan

Devices

2

1 online

Registration

softphone registered

desk phone · idle · softphone PWA · online · caller-ID +65 3159 0010

1

2

3

4

5

6

7

Brand & line tag — the wordmark and the My line badge. This badge is how you tell at a glance that you are in your own portal, not in an operator console (which shows an Admin badge).
Navigation rail — the dark left menu, with just two groups: My line and Control. The active screen shows a gradient bar; small counts (here 1001, 3, 28) tell you your extension number and how many voicemails and recent calls you have.
Line status footer — a quick health line: LINE ACTIVE plus your tenant and extension. If this ever shows your line as inactive, that is an operator matter — raise it with your administrator.
Breadcrumb & scope — the current screen’s title with a mono subtitle naming you and your extension (Alice Tan · ext 1001). It is your constant reminder of whose line you are looking at.
Search — jump to your own calls and contacts. It only ever searches your line.
Account avatar — your initials; opens the account menu where you sign out.
Working area — the content for the chosen screen: a page header (kicker, title, description) above KPI tiles, panels and tables. Everything below changes per screen; the frame around it stays put.

The user portal — My Phone, with the persistent frame numbered. Every later screen reuses this frame.

CloudCX — User GuideCh. 02 · Tour

CloudCX — User Guide

Ch. 02 · Sign-in & tour

2.2.1 The My Phone dashboard

My Phone is your home screen — the one-glance summary of your line. It answers four questions at once: what is my extension, what numbers reach me, what devices do I have, and am I actually registered right now. The two KPI tiles give you the headline figures; the registration panel underneath gives you the live detail. You do not configure much here — My Phone is mostly a status board — but it is the first place to look whenever something seems off, because it shows in one screen whether your phone is reachable.

On My Phone	What it tells you
Extension	Your internal number — the short number colleagues dial to reach you (here 1001). Internal calling between extensions works without any carrier connected.
Numbers	The external direct-dial number(s), or DID, that ring your line from outside — for example +65 3159 0010. Inbound calls to a DID arrive only when your organisation has a carrier connected.
Devices	How many SIP devices are bound to your extension and how many are online — a desk phone, the softphone PWA, or both. Manage them under Control›My Devices (§ 2.3).
Registration	The live state of each device — registered, idle or offline — and your current outbound caller-ID. This is the truth about whether you can be reached this second.

2.2.2 Reading your registration state

Registration is the heartbeat between a device and CloudCX: a phone tells the system “I am here, send me calls.” A device that is not registered cannot ring — calls to you fall through to your call-handling rules and then to voicemail. The registration panel turns this into plain language so you never have to guess.

Open My Phone. It is the first item under My line and the screen you land on after signing in.
Read the Registration panel. Each device is listed with its state — registered/online means it can ring now; idle means it is reachable but not in a call; offline means it is not currently connected.
Check your caller-ID. The same panel shows the number shown to people you call (your outbound caller-ID). Change it under My line›My Phone profile & security.
If a device shows offline, open the softphone (see § 2.3) or power-cycle the desk phone, then return here and confirm it flips to registered.

State	Meaning	Can it ring?
registered	The device has checked in and is connected to CloudCX.	Yes — incoming calls ring it.
idle	Registered and reachable, simply not in a call right now.	Yes.
offline	Not currently connected — app closed, device off, or no network.	No — calls go to your handling rules, then voicemail.

Worked example — Alice checks before a busy morning

Before her first meeting, Alice opens My Phone. The tiles read Extension 1001 and Devices 2 · 1 online; the registration panel shows desk phone · idle, softphone PWA · online, caller-ID +65 3159 0010. So her softphone will ring but her desk phone is currently asleep. She wants the desk phone live too, so she wakes the handset; a few seconds later the panel updates to show both devices registered. Now a call to 1001 — or to her DID +65 3159 0010 — rings everywhere she sits.

Missed calls and an offline device usually go together

If colleagues say you are not ringing, check My Phone first. An offline device is the single most common cause — and it is something you can fix yourself in seconds by opening the softphone or waking the handset, with no need to raise a ticket.

CloudCX — User GuideCh. 02 · Tour

CloudCX — User Guide

Ch. 02 · Sign-in & tour

2.3 The My line and Control navigation

The navigation rail has exactly two groups, and together they cover everything you can do in the portal. My line is for looking at your line — your phone, your messages, your calls. Control is for shaping your line — how you are reached, the devices bound to you, and the conference rooms you can join. There is no Supply, Routing or Carrier section here; those are operator screens and live in the admin console, not in your portal. Selecting any item loads its screen into the working area while the rest of the frame stays put.

My line

My Phone — your extension, numbers, devices, registration state and profile & security (change password, set outbound caller-ID). Voicemail — visual voicemail you can play, read or delete, plus settings such as voicemail-to-email and your mailbox PIN. Recent Calls — your personal in/out/missed history.

Control

Call Handling — do-not-disturb, forward-all/find-me, and the busy / no-answer / unreachable rules plus sequential follow-me. My Devices — the SIP devices registered to you, including the softphone. Conferences — the rooms you can join and their dial-in details.

This guide always writes a destination as a path chip so you can follow it without hunting. For example My line›Voicemail means “in the My line group, select Voicemail,” and Control›Call Handling means “in the Control group, select Call Handling.” Each chapter that follows opens on the screen named in its first path chip.

Group	Item	What you do there	Covered in
My line	My Phone	See your extension, numbers, devices and registration; change password and caller-ID.	§ 2.2, Ch. 8
My line	Voicemail	Play, read transcripts of, and delete messages; set voicemail-to-email, transcription and PIN.	Ch. 5
My line	Recent Calls	Review your personal call history — incoming, outgoing and missed.	Ch. 6
Control	Call Handling	Set do-not-disturb, forwarding and find-me/follow-me — how calls reach you.	Ch. 7
Control	My Devices	View and name the SIP devices registered to your extension.	Ch. 8
Control	Conferences	See the conference rooms you can join and their dial-in numbers/PINs.	Ch. 8

2.3.1 The softphone is one tap away

Your softphone — the branded softphone at my.cloudcomms.app/phone — is the place you actually make and take calls. It is a Progressive Web App: it runs in the browser and can be installed to your home screen like a native app. It registers as one of your devices (you will see it on My Phone and under My Devices) and offers four tabs — Phone, Contacts, Chat and History. Chapter 3 covers installing and registering it in full; the preview below shows where you are heading.

my.cloudcomms.app/phone

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Registration pill — the softphone shows registered when it is connected and able to ring. This mirrors the registration state on My Phone (§ 2.2.2).
Dial & call — type an extension (here 1002, Ben Ong) and choose Call for audio or Video for a video call.
Tabs — Phone, Contacts, Chat and History switch between the dialpad, your contacts, team chat and your call log.

The softphone PWA — reached from the portal at my.cloudcomms.app/phone. Full detail in Ch. 3.

CloudCX — User GuideCh. 02 · Tour

CloudCX — User Guide

Ch. 02 · Sign-in & tour

2.4 Finding your way around

A handful of habits make the portal fast. Everything in this section is small, but together these are the things that stop you ever feeling lost: how to read where you are, how to jump straight to something, how the portal protects you, and how to leave cleanly when you are done.

2.4.1 Where am I, and how do I jump?

Read the breadcrumb. The top-left of every screen shows the screen title and, beneath it, a mono line naming you and your extension (Alice Tan · ext 1001). If you are ever unsure what you are looking at, look there first.
Watch the active rail item. The item in the navigation rail with the gradient bar is the screen you are on. The two groups never change, so the rail doubles as a map.
Use search. The search box in the top bar (⌘K on macOS, Ctrl+K on Windows) jumps to your own calls and contacts — never anyone else’s.
Open the softphone for calling. The portal is for managing your line; to actually dial, open my.cloudcomms.app/phone (§ 2.3.1).

2.4.2 Your portal only ever shows your line

This is worth stating plainly because it is the portal’s most important property: it is scoped strictly to you. Even though you share tenant Acme Corp with Ben Ong (ext 1002) and everyone else, you have no path — in the menus or by editing the address bar — to their voicemail, devices, recent calls or handling rules. Tenant-wide things such as ring groups (for example the Sales pilot 6000) and auto-attendants are administered by a tenant admin in the operator console, not from your portal. Your line is yours; theirs is theirs.

Worked example — what Alice can and cannot reach

Alice opens My line›Voicemail and sees mailbox 1001 — her own. She is curious whether she could peek at Ben’s mailbox 1002; there is simply no control for it, and changing the address in her browser does not reveal it either, because the portal’s data is locked to her extension. If Alice needs something tenant-wide changed — say, to be added to the Sales ring group 6000 — she asks her tenant admin, who does it in the admin console.

2.4.3 Signing out and sessions

Open the account menu. Select your avatar (your initials, top-right of the top bar — AT for Alice Tan).
Choose Sign out. This ends your portal session in this browser. Your devices stay registered — signing out of the portal does not unregister your desk phone or softphone, so you keep ringing.
On a shared computer, sign out every time. Do not rely on closing the tab. On your own trusted device you may stay signed in for convenience.

Signing out of the portal is not the same as do-not-disturb

Leaving the portal does not stop your phone ringing — your devices remain registered and reachable. If you want calls to stop, turn on do-not-disturb under Control›Call Handling (Ch. 7), which sends callers to voicemail, or set forwarding to send them elsewhere.

Try it — a two-minute orientation lap

Sign in at my.cloudcomms.app and confirm the breadcrumb shows your name and extension. Note your extension number and registration state on My Phone. Now visit each rail item once — Voicemail, Recent Calls, Call Handling, My Devices, Conferences — just to see where each lives; you do not need to change anything. Finally open the account menu and locate Sign out. You now know your way around, and the chapters that follow will go deep on each screen.

If you see…	Likely cause	What to do
Sign-in is rejected	Wrong username/email or password; password has a stray space.	Retry carefully; use Forgot password? to reset by email.
A one-time code field you didn’t expect	Your tenant has the extra login check on.	Enter the code from your authenticator or email (§ 2.1.2).
The code keeps failing	Stale code, or your phone’s clock is out of sync.	Wait for the next code; enable automatic date & time; if you lost the device, ask your admin to reset it.
A device shown offline	App closed, device asleep, or no network.	Open the softphone or wake the handset; confirm it flips to registered on My Phone.
Your line shown inactive in the footer	An operator-side issue with your account.	Contact your tenant administrator.

CloudCX — User GuideCh. 02 · Tour

CloudCX — User Guide

Ch. 03 · Softphone

Chapter 03

The softphone — install, register and make calls

The softphone is CloudCX itself — the actual phone you dial from and answer on. It opens in your browser at my.cloudcomms.app/phone, and because it is a Progressive Web App you can install it to your computer or home screen and let it ring even when the screen is locked. This chapter takes you from a cold start to a confident, everyday user: you will open the softphone, install it, watch it register, place a call from the dialpad, answer an incoming call from the on-screen overlay, deal with a call that arrives while your phone is locked, and hang up cleanly. Every screen is drawn for you with numbered markers, and every procedure ends with a worked example using our running characters — Alice Tan on extension 1001 at Acme Corp, and her colleague Ben Ong on 1002.

You met the softphone briefly in Chapter 01; this chapter is the working manual for it. You do not need any equipment beyond the device you are reading this on and a way to hear and speak — the built-in microphone and speakers are fine to start, though a headset is kinder to the people around you. Nothing here can damage your line: if a call goes wrong you simply hang up and try again.

What you will learn in this chapter

How to open the softphone (§ 3.1); how to install it as an app on a computer and on a phone so it can ring while locked (§ 3.2); what registration means and how to read the connection state (§ 3.3); how to place a call from the dialpad (§ 3.4); how to receive a call from the incoming overlay (§ 3.5); how ring-while-locked works — lock-screen notification, tap, unlock, answer (§ 3.6); and how to end a call properly (§ 3.7).

3.1 What the softphone is — and how it differs from the portal

Keep one distinction clear and the rest of this chapter falls into place. The portal at my.cloudcomms.app is where you set things up — voicemail, call handling, your devices, your password. The softphone at my.cloudcomms.app/phone is where you make and take calls. They share one sign-in, and they talk to each other: a setting you change in the portal takes effect on the softphone, and every call you make on the softphone appears in the portal's Recent Calls. You will spend most of your working day in the softphone.

Three things make the softphone special, and each gets its own section below:

It is a real phone, not a web page that happens to dial. When it shows registered it has connected to CloudCX over a secure link and is genuinely ready to ring — the same as a desk phone lighting up.
It can be installed. Installed to your computer or home screen, it behaves like any other app: its own icon, its own window, and — crucially — the ability to ring you when it is closed or your phone is locked (§ 3.2, § 3.6).
It sets itself up. There is nothing to configure. It learns who you are from your sign-in and connects on its own. If it ever cannot, § 3.3 tells you how to read the state and what to do.

3.1.1 The softphone, labelled

The figure below is the softphone as it looks the moment it is ready: signed in, connected, and waiting on the Phone tab with the dialpad showing. We will return to these same parts throughout the chapter, so it is worth a slow look now.

my.cloudcomms.app/phone

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Who you are — the CloudCX wordmark and, just below, your identity (1001 · Alice Tan) and where the phone is running (“this browser”, or your installed app). If your company uses its own branding the wordmark may differ.
Connection state — registered means connected and ready. Other states (connecting, offline) and what to do about them are in § 3.3.
The number field — shows what you are about to dial. It fills as you tap the dialpad and you can edit or clear it before calling.
The dialpad — tap digits to build a number: an extension (1002), a feature code (*98), or a full external number if your company has an outside line. You can also type with your keyboard.
Call — the green button starts the call. Once you are connected it is replaced by call controls and a red Hang up button (§ 3.7).
The tabs — Phone (this dialpad), Contacts (your colleagues), Chat (team messaging and files) and History (your recent calls). The active tab is highlighted.

Figure 3.1 — The softphone, registered and idle on the Phone tab. Every later figure builds on this frame.

CloudCX — User GuideCh. 03 · Softphone

CloudCX — User Guide

Ch. 03 · Softphone

3.2 Opening the softphone

The fastest way to reach the softphone is to browse straight to it; the second-fastest is to jump there from the portal. Either way you sign in once, and from then on the softphone remembers you on that device until you sign out.

3.2.1 Two ways in

Direct

Open a browser and go to my.cloudcomms.app/phone. Sign in with the same username and password you use for the portal. This is the route to use once you have installed the app — you simply open the app's icon.

From the portal

Already signed in to my.cloudcomms.app? On the My Phone page select Open softphone. You arrive already signed in — no need to type your address or password again.

The first time the softphone loads on a device, your browser asks two short permission questions — for the microphone (so you can be heard) and to show notifications (so it can announce incoming calls). Allow both. Granting the microphone is required to talk; granting notifications is what later lets the phone ring you while it is in the background or your screen is locked (§ 3.6).

3.2.2 Procedure — open and sign in to the softphone

Open the address. In any modern browser, go to my.cloudcomms.app/phone. (If you have installed the app, open its icon instead — see § 3.3.)
Sign in. Enter your username (often your work email) and password, then select Sign in. If your company turned on extra sign-in security, enter the 6-digit code from your authenticator app or email when asked.
Allow the microphone. When the browser asks, choose Allow. Without it you can dial but the other person will not hear you.
Allow notifications. When the browser asks, choose Allow so incoming calls can alert you even when the tab is not in front.
Wait for it to connect. The state pill moves from connecting to registered, and your identity (e.g. 1001 · Alice Tan) appears. You are ready to dial.

Worked example — Alice opens her softphone for the day

Alice starts her morning at her laptop. She opens the browser and types my.cloudcomms.app/phone. The sign-in card appears; she enters [email protected] and her password and selects Sign in. Acme uses email codes, so she enters the six digits sent to her inbox. The browser asks to use her microphone — she chooses Allow — and then to show notifications — Allow again. After a second the pill turns green: registered, 1001 · Alice Tan · this browser. The dialpad is live and the day can begin.

If you dismissed a permission by mistake

Tapped Block or closed the prompt? You will not be asked again automatically. Click the small padlock (or the camera/microphone icon) in your browser's address bar, switch Microphone and Notifications to Allow, then reload the page. The softphone will reconnect and the permissions will stick.

One device rings at a time per sign-in

You can be signed in on several devices — laptop and phone, say — and they all register. When a call comes in they ring together and the first one you answer takes the call; the others stop. That is normal. What you should not do is sign in to the same account in two browser tabs on the same computer: the second tab can steal the registration from the first. Use one tab, or install the app (§ 3.2 below).

CloudCX — User GuideCh. 03 · Softphone

CloudCX — User Guide

Ch. 03 · Softphone

3.3 Installing the softphone as an app

You can use the softphone perfectly well in a browser tab, but installing it is strongly recommended. Installed, CloudCX becomes a Progressive Web App (PWA) — it gets its own icon, opens in its own clean window without browser clutter, and, most importantly, it can ring you even when it is closed or your screen is locked. There is no app store and no download to approve; the install happens straight from the browser in a couple of taps.

What “PWA” means for you

A Progressive Web App is a website that can be installed and behaves like a native app. For the softphone this matters in one practical way: an installed app is allowed to wake your device and ring on the lock screen, whereas a plain browser tab is more limited. If you only ever do one thing from this chapter, install the app and allow notifications.

3.3.1 Installing on a computer (desktop)

On a desktop browser, an Install control appears in the address bar once the softphone has loaded — usually a small monitor-with-arrow icon, or an item in the browser menu. The figure shows where to look.

my.cloudcomms.app/phone↧ Install

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The Install control — in the address bar (here shown as ↧ Install). In some browsers it is a small monitor-with-down-arrow icon; in others it lives under the browser's menu (the three dots) as Install CloudCX… or Apps › Install this site as an app.
The install prompt — a small dialog naming the app and its address. Confirm the address is my.cloudcomms.app before continuing.
Install — selecting it adds the app to your computer (Desktop / Start menu / Applications / Dock) and opens it in its own window. The browser tab can then be closed.

Figure 3.2 — Installing the softphone on a desktop browser: the address-bar control and the confirmation prompt.

3.3.2 Procedure — install on a computer

Open and sign in to my.cloudcomms.app/phone (§ 3.2) and wait for registered.
Find the Install control. Look for the install icon in the address bar, or open the browser menu and choose Install CloudCX… (wording varies by browser).
Confirm the prompt. Check the address reads my.cloudcomms.app, then select Install.
Launch the app. CloudCX opens in its own window and an icon is added to your Dock / taskbar / Applications. Pin it so it is one click away.
Allow notifications in the app if you have not already, so the app can ring you when it is in the background.

Let it start with your computer

So you never miss a call because the app was not running, set it to open at login: on macOS, right-click the Dock icon → Options → Open at Login; on Windows, add the CloudCX app to your Startup apps. With the app open and registered in the background, calls reach you all day without you thinking about it.

CloudCX — User GuideCh. 03 · Softphone

CloudCX — User Guide

Ch. 03 · Softphone

3.3.3 Installing on a phone (Add to Home Screen)

On a phone the install is called Add to Home Screen, and it is what turns CloudCX into a phone that rings in your pocket. The exact taps differ a little between iPhone and Android, but the idea is the same: open the page, choose Add to Home Screen, then allow notifications. The figure shows the iPhone flow; the table beneath it gives the path for each platform.

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The Share / menu button — on iPhone Safari, tap the Share icon (a square with an up-arrow) at the bottom of the screen; on Android Chrome, tap the three-dot menu at the top.
The app identity — the prompt shows the CloudCX icon, name and address so you can confirm you are adding the right thing. Check it reads my.cloudcomms.app/phone.
Add — places a CloudCX icon on your Home Screen. From now on you launch the phone by tapping that icon, not by opening the browser.
Allow notifications — the step that makes ring-while-locked work (§ 3.6). When the app first asks, choose Allow. On iPhone you must add to Home Screen first, then open from the icon, before notifications can be granted.

Figure 3.3 — Adding the softphone to a phone's Home Screen, then allowing notifications.

Table 3.1 — Where to find “install” on each platform
Device & browser	What to tap	Result
iPhone / iPad — Safari	Share (square with up-arrow) → Add to Home Screen → Add	Home-Screen icon; open it, then Allow notifications
Android — Chrome	Three-dot menu → Add to Home screen / Install app	Home-Screen icon and app drawer entry
Computer — Chrome / Edge	Address-bar Install icon, or menu → Install CloudCX…	App in Dock / Start menu, own window
Computer — Safari (macOS)	Menu bar File → Add to Dock	Dock app, own window

On iPhone, the order matters

Apple only lets a web app ask for notification permission after it has been added to the Home Screen and opened from that icon. So the sequence is strict: Add to Home Screen → open CloudCX from the new icon (not from Safari) → then choose Allow when it asks about notifications. If you allow notifications in Safari first, it will not carry over — do it from the installed icon.

Worked example — Alice puts CloudCX on her iPhone

Alice wants calls to reach her when she steps away from her desk. On her iPhone she opens Safari, goes to my.cloudcomms.app/phone and taps the Share button, then Add to Home Screen, then Add. A CloudCX icon appears on her Home Screen. She taps that icon to open the app, signs in, and when it asks she taps Allow for notifications and Allow for the microphone. The phone shows registered. Now, even with her iPhone locked in her bag, a call to 1001 will light up her lock screen (§ 3.6).

CloudCX — User GuideCh. 03 · Softphone

CloudCX — User Guide

Ch. 03 · Softphone

3.4 How the softphone registers

Registration is the softphone telling CloudCX “I am here and ready”. It is the equivalent of a desk phone lighting up when you plug it in. You do not start it — the softphone registers itself, automatically, as soon as you have signed in — but you do need to recognise the state it reports, because you can only ring and be rung when it reads registered.

3.4.1 What happens behind the green pill

You do not need the mechanics to use the phone, but a one-line picture helps when something looks wrong. After you sign in, the softphone opens a secure connection to CloudCX and announces your extension; CloudCX confirms, and the pill turns green. From that point your device is “online” in exactly the way a desk phone is, and calls placed to your extension reach it. The connection keeps itself alive quietly in the background; if your network drops, the softphone notices and re-registers when it can.

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registered — connected and ready. You can place and receive calls. This is the state you want and the normal one.
connecting — the softphone is reaching the network. It shows briefly at start-up or just after the network changes. If it lasts more than a minute, reload.
offline — not reachable: usually no internet, or you were signed out. Calls go to voicemail until it is green again. See § 3.4.2.
Identity — the extension and name the phone is registered as (1001 · Alice Tan). Always confirm this is you before relying on the phone.

Figure 3.4 — The three connection states the softphone reports, and your identity line.

State	Meaning	Can you call?	What to do
registered	Connected and ready.	Yes — in and out.	Nothing. Use your phone.
connecting	Establishing the connection.	Not yet.	Wait a few seconds. If it persists, reload.
offline	No network, or signed out.	No — callers reach voicemail.	Check your internet; reload; sign in again.

3.4.2 If it will not register

Registration almost always just works. When it does not, the cause is nearly always the network or a stale session. Work down this short list; each step is harmless.

Check you are online. Open any other website. No internet anywhere means the softphone cannot register — reconnect your Wi-Fi or data first.
Reload the app. Refresh the page (or close and reopen the installed app). A reload re-attempts registration from scratch and clears most transient faults.
Confirm the identity line is you. If it shows someone else or nothing, sign out and sign back in with your own credentials.
Try another network. Some very restrictive office or hotel networks block the connection. Switching to mobile data is a quick way to tell whether the network is the culprit; CloudCX uses relays to get through most such networks, but not all.
If it still will not go green, tell your administrator your extension may need attention — quote what the pill says and the time it happened.

Offline does not lose your callers

If your softphone is offline when someone calls, the call is not simply dropped — it follows your call-handling rules and, by default, goes to voicemail, so the caller can leave a message you will see the moment you are back. Set up forwarding (Chapter 07) if you would rather offline calls ring your mobile instead.

CloudCX — User GuideCh. 03 · Softphone

CloudCX — User Guide

Ch. 03 · Softphone

3.5 Placing a call with the dialpad

With the softphone registered, placing a call is two actions: build the number, then press Call. You can build the number by tapping the on-screen dialpad, by typing on your keyboard, or — for a colleague — by picking them from Contacts. The figure shows the dialpad mid-dial and, alongside, the controls you get once the call connects.

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The number field — what you are about to dial, here 1002. Tap the dialpad or type to fill it; a backspace clears the last digit if you mistype.
The dialpad — build an extension (1002), a feature code (*98 voicemail, 9196 echo test), or a full external number. Press and hold 0 for a leading + when dialling international.
Call — starts the call. The phone switches to the in-call view (right) and you hear ringing until the other side answers.
The in-call header — who you are connected to (1002 · Ben Ong) with a live timer once answered.
In-call controls — Mute, Hold, Keypad (touch-tones for menus), Video, Transfer, and the red Hang up. These are covered fully in Chapter 04; Hang up is in § 3.7.

Figure 3.5 — Placing a call: the dialpad (left) and the live in-call view it switches to (right).

CloudCX — User GuideCh. 03 · Softphone

CloudCX — User Guide

Ch. 03 · Softphone

3.5.1 Procedure — place a call

Confirm you are registered. Check the pill reads registered and the identity line shows your name. If not, see § 3.4.
Open the Phone tab. Make sure the Phone tab is selected so the dialpad is showing.
Build the number. Tap the digits, or type them, or switch to Contacts and pick a colleague. The number appears in the field; backspace fixes a slip.
Press Call. Select ☎ Call. You hear ringing and the phone switches to the in-call view.
Talk. When the other side answers, the timer starts. Use Mute, Hold, Keypad or Video as needed (Chapter 04).
End the call with the red Hang up button (§ 3.7). The call drops into History and into the portal's Recent Calls.

Table 3.2 — What you can dial from the softphone
Dial	Example	Reaches	Needs an outside line?
An extension	1002	A colleague directly.	No
A ring group	6000	A team pilot number (e.g. Sales) that rings several people.	No
A conference room	3000	A shared conference bridge.	No
Voicemail	*98	Your own mailbox, to listen by phone.	No
The echo test	9196	A robot that repeats your voice — an audio check.	No
An external number	+65 3159 0010	An ordinary public phone number.	Yes — see note

Calling out needs an outside line

Dialling internal extensions, ring groups, conferences and feature codes works for everyone, straight away. Dialling an external public number works only if your company has connected an outside phone line (a carrier or SIP trunk). If external calls do not connect, that line is what is missing — ask your administrator; it is not a fault with your softphone.

Worked example — Alice calls Ben, then dials into a conference

Alice needs a quick word with Ben Ong. On the Phone tab she taps 1 0 0 2 — the field reads 1002 — and presses ☎ Call. She hears ringing; Ben answers; the timer starts at 00:01. They settle a question in under a minute and Alice taps the red Hang up. Next she joins the weekly stand-up: she taps 3 0 0 0 and Call, enters the room PIN on the Keypad when prompted, and she is in the conference. Both calls now appear under History.

The fastest redial is in History

To call someone back, you rarely need the dialpad. Open the History tab, find the call, and tap it to redial — one tap instead of remembering the number. Contacts works the same way for colleagues you call often. Save the dialpad for numbers you do not have stored.

Try it — place two safe calls

Neither of these disturbs a colleague.

On the Phone tab, dial the echo test 9196 and press Call. Say a few words; you should hear yourself a moment later. Hang up.
Dial your own voicemail *98 and press Call. Listen to the greeting, then hang up.

Done when: you heard your own voice on the echo test and reached your voicemail — proving your microphone, speaker and dialling all work.

CloudCX — User GuideCh. 03 · Softphone

CloudCX — User Guide

Ch. 03 · Softphone

3.6 Receiving a call

When someone calls your extension and your softphone is registered, three things happen together: the phone rings, an incoming-call overlay takes over the screen, and — if the app is in the background — a notification appears so you notice even when you are looking elsewhere. The overlay shows who is calling and gives you two big choices: Answer or Decline.

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Incoming call — a pulsing pink dot and title confirm a live call is ringing right now. The chip on the right notes whether the caller is offering audio or video.
Who is calling — the caller's name and number if CloudCX recognises them (here Ben Ong, 1002); an unknown caller shows just the number. “ringing…” means it is waiting for you.
Decline — refuses the call. The caller is sent on to your call-handling — by default to voicemail, so they can leave a message.
Answer — the green button. Takes the call and switches to the in-call view with the timer and controls (§ 3.5, Chapter 04).

Figure 3.6 — The incoming-call overlay: caller, ringing state, and the Answer / Decline choice.

3.6.1 Procedure — answer an incoming call

Notice the ring. The softphone rings and the overlay appears. If the app was in the background, a notification shows too — clicking it brings the overlay to the front.
Read who it is. Check the name and number on the overlay so you can greet the caller appropriately.
Answer. Select Answer (the green button). The call connects and the timer starts.
Speak, and use the controls as needed. Mute, hold, transfer or switch to video from the in-call view (Chapter 04).
Or decline. If you cannot take it, select Decline; the caller goes to voicemail (or wherever your call handling sends them).

Worked example — Alice takes a call from Ben

Alice is writing an email when her CloudCX app, minimised in the background, rings. A notification slides in: CloudCX — Incoming call from Ben Ong. She clicks it and the overlay fills the app window: Ben Ong, 1002 · ringing…. She selects the green Answer; the timer starts at 00:01 and they talk. When they finish she taps the red Hang up, and the call is logged under History as an answered incoming call.

Decline sends them to voicemail — it does not hang up on them

Declining is not rude or abrupt: the caller is passed to your voicemail (or your forwarding rule), so they can leave a message rather than simply being cut off. Use Decline when you genuinely cannot take the call. If you would rather silence the ring without sending the caller anywhere, just let it ring out — it will go to voicemail on its own after the configured time.

No ring? Check three things

If calls are not ringing your softphone: confirm the pill is registered (§ 3.4); check you have not left Do-Not-Disturb on (Chapter 07) — DND sends every caller straight to voicemail; and make sure your device is not on silent and the browser/app is allowed to make sound and show notifications.

CloudCX — User GuideCh. 03 · Softphone

CloudCX — User Guide

Ch. 03 · Softphone

3.7 Ringing while your screen is locked

This is the feature that makes the softphone a real pocket phone. When you have installed the app (§ 3.2 / § 3.3) and allowed notifications, CloudCX can wake your device for an incoming call even when the app is closed and the screen is locked. A call-style notification appears on the lock screen; you tap it, unlock as usual, and the incoming overlay is waiting with Answer. No call is missed just because you put the phone down.

lock screen · CloudCX installed

9:41

Tuesday, 14 January

tap the notification, then unlock to answer

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The lock screen — your phone is locked and the screen was dark. CloudCX woke it because a call arrived; this only happens for the installed app with notifications allowed.
The call notification — the CloudCX icon, Incoming call, and the caller (Ben Ong · 1002). It behaves like a call alert, not a quiet badge.
Answer / Decline — on many phones you can act straight from the notification. Answer opens the app (you unlock if prompted) and connects; Decline sends the caller to voicemail.

Figure 3.7 — A call arriving on a locked phone: the lock-screen notification with Answer and Decline.

3.7.1 Procedure — answer a call while locked

Set it up once. Install the app (§ 3.3) and Allow notifications. On iPhone, do this from the Home-Screen icon, not Safari (see the warning in § 3.3.3).
When a call arrives, your locked phone wakes and shows the CloudCX call notification with the caller's name.
Tap the notification (or its Answer action). Your phone prompts you to unlock as it normally would.
Unlock with your usual face, fingerprint or passcode. The CloudCX app opens to the incoming overlay.
Answer. Select the green Answer if the call is still ringing, and talk. (If it rang out while you were unlocking, you will find it under History as a missed call and in your voicemail if they left a message.)

Worked example — Alice answers from the lock screen

Alice's iPhone is locked on her desk when Ben calls her extension. The screen lights up: a CloudCX notification, Incoming call — Ben Ong · 1002, with a ring tone. She taps it; her iPhone asks for Face ID; she glances at it to unlock; the CloudCX app opens to the overlay still showing Ben Ong · ringing…. She taps the green Answer and they talk. Had she missed it, she would have seen a missed-call entry in History and, if Ben left a message, a new voicemail in the portal.

Ring-while-locked depends on the app being installed

A call cannot wake a locked phone from a plain browser tab — this only works for the installed app with notifications allowed. It also relies on your phone's own settings: if the device is in Do-Not-Disturb / Focus or has muted CloudCX's notifications, the call will not alert you. Add CloudCX to any Allowed list in your phone's Focus settings so urgent calls always get through.

CloudCX — User GuideCh. 03 · Softphone

CloudCX — User Guide

Ch. 03 · Softphone

3.8 Ending a call

Ending a call is the simplest action of all, but doing it deliberately keeps your history tidy and your line free for the next call. Either side can hang up; whoever does, the call ends for both. On your softphone the red Hang up button does it.

3.8.1 Procedure — end a call cleanly

Finish speaking. Say your goodbyes — the other person hears everything until the moment you hang up.
Press Hang up. Select the red Hang up button in the in-call view. The timer stops and the call ends.
Confirm it ended. The phone returns to the dialpad and the connection pill is back to registered, ready for the next call.
Find it in History. The finished call appears under the History tab (and in the portal's Recent Calls) with its direction and duration.

If the other person hangs up first

You do not have to press anything — when the far end hangs up, your call ends automatically and the phone returns to the dialpad. The call is still recorded in your History with its duration, so a call that ended either way is never lost from your records.

Hang up, do not just close the tab

Closing the browser tab or quitting the app mid-call is a clumsy way to end one — it usually does end the call, but it also signs your phone out, so it has to register again before it can ring next time. Use the red Hang up button to end a call and leave your phone registered and ready.

3.8.2 The softphone, at a glance

You now know everything you need for everyday calling. The table is a quick reference to the actions in this chapter; the in-call controls beyond Hang up — mute, hold, transfer, conference, video and DTMF — are the subject of Chapter 04.

Table 3.3 — Softphone actions covered in this chapter
To…	Do this	See
Open the softphone	Go to my.cloudcomms.app/phone and sign in, or Open softphone from the portal.	§ 3.2
Install it as an app	Desktop: address-bar Install. Phone: Add to Home Screen, then allow notifications.	§ 3.3
Check you are connected	Confirm the pill reads registered.	§ 3.4
Place a call	Build the number on the dialpad, press Call.	§ 3.5
Answer a call	Select Answer on the incoming overlay.	§ 3.6
Answer while locked	Tap the lock-screen notification, unlock, then Answer.	§ 3.7
End a call	Press the red Hang up.	§ 3.8

Try it — a full round trip

Tie the whole chapter together with one rehearsal, ideally with a willing colleague.

Install the softphone on your phone (§ 3.3) and confirm it shows registered.
Lock your phone. Have a colleague call your extension, or call yourself from another device.
When the lock-screen notification appears, tap it, unlock, and select Answer (§ 3.7).
Say hello, then press the red Hang up to end the call (§ 3.8).
Open the History tab and confirm the call is listed with its duration.

Done when: a call reached your locked phone, you answered it from the notification, hung up cleanly, and saw it logged in History — the everyday rhythm of using CloudCX.

Next chapter

With calling, answering and installing in hand, Chapter 04 covers what you do during a call: mute and hold, blind transfer and conference, sending touch-tones with the keypad, and switching to video mid-call with picture-in-picture.

CloudCX — User GuideCh. 03 · Softphone

CloudCX — User Guide

Ch. 04 · In-call

Chapter 04

In-call features

Once a call is connected, a row of controls appears on the softphone — and each one does something useful. This chapter is your tour of those controls: how to mute yourself, put a caller on hold, send tones with the keypad, hand a call to a colleague with a transfer, pull a third person in with a conference, and turn your camera on or off mid-call with a picture-in-picture view of yourself. You will also learn how to switch which microphone, speaker or camera the call uses without dropping it. Every control is shown on a redrawn screen, then explained in numbered steps, with a worked example you can follow using real values.

You do not need to memorise any of this. The controls are always on screen during a call, labelled and grouped the same way every time, so the picture below is really a map you can glance back at. Read the overview once, then dip into whichever section you need — the chapter is laid out in the order the controls sit on the screen, left to right.

What you will learn in this chapter

The anatomy of the in-call screen (§ 4.1); mute and hold and how they differ (§ 4.2, § 4.3); the DTMF keypad for menus and PINs (§ 4.4); a blind transfer to a colleague, with a full worked example (§ 4.5); a three-way conference (§ 4.6); turning video on and off mid-call with picture-in-picture self-view (§ 4.7); switching audio & camera devices without dropping the call (§ 4.8); and a full button reference (§ 4.9).

4.1 The in-call screen

When a call connects — whether you dialled out or answered an incoming call — the softphone swaps its dialpad for the in-call screen. At the top it shows who you are talking to and a running call timer; across the middle sit the call controls; and a single red End button hangs the call up. The controls are the same whether the other party is a colleague’s extension, a ring group, or — if your company has an outside line — an external number.

Take a moment with the figure below before the detailed sections. Each numbered marker is one control; the matching list names it and says, in a line, what it is for. The sections that follow take each control in turn.

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Call state — on call confirms you are connected. If you place the call on hold this changes to a held state (see § 4.3).
Who & how long — the other party (here Ben Ong · 1002) and a live call timer counting up from the moment the call connected.
Mute — silences your microphone so the other person cannot hear you; you still hear them (§ 4.2).
Hold — pauses the call for both sides; the caller hears hold music or silence until you resume (§ 4.3).
Keypad — opens the dialpad to send DTMF tones into menus, PINs and IVRs (§ 4.4).
Transfer — hands the call to another extension and drops you out of it (§ 4.5).
Conference — adds a third person so all three of you can talk together (§ 4.6).
Video — turns your camera on so the call becomes a video call, with a picture-in-picture self-view (§ 4.7).
End — the red button hangs up. There is no “are you sure” — one tap ends the call.

Figure 4.1 — The in-call screen, connected to extension 1002. Every control in this chapter lives here.

A control that is active glows

When a control is switched on — Mute, Hold or Video — its button changes colour so you can tell at a glance what is in effect. If you ever wonder “am I still muted?”, look for the highlighted button rather than guessing.

CloudCX — User GuideCh. 04 · In-call

CloudCX — User Guide

Ch. 04 · In-call

4.2 Mute — silence your microphone

Mute switches off your microphone so the other person cannot hear you, while you carry on hearing them perfectly. Use it the moment you need to cough, type, talk to someone in the room, or sit in on a call without contributing. Nothing about the call is interrupted — the line stays up and the timer keeps running; only your outgoing sound is cut.

Mute is a toggle: tap once to mute, tap again to un-mute. While you are muted the Mute button stays highlighted, which is your reminder that the other side hears silence from you.

4.2.1 Procedure — mute and un-mute

Tap Mute. During a call, select 🔇 Mute. The button highlights to show your microphone is off.
Speak freely off-line. Cough, type, or talk to someone beside you — the other party hears nothing from you.
Check before you speak again. When you are ready to be heard, glance at the button: if it is still highlighted, you are still muted.
Tap Mute again. Select 🔇 Mute once more to un-mute. The highlight clears and the other person can hear you.

Worked example — muting on a noisy line

Alice (1001) is on a call with Ben (1002) when a colleague leans over to ask her a question. Alice taps 🔇 Mute — the button glows — answers her colleague, then taps it again to re-join the conversation. Ben heard only a brief pause; the call timer never stopped, and neither side had to redial.

The classic mistake: talking while muted

If you start speaking and get no reaction, check the Mute button first — a highlighted button means you cannot be heard. It happens to everyone. Un-mute, then carry on.

Mute is not the same as hold

Mute cuts only your voice — the other person keeps talking and you keep listening. Hold (§ 4.3) pauses the conversation for both of you. Reach for Mute when you want to keep listening; reach for Hold when you need to step away entirely.

4.3 Hold — pause the call for both sides

Hold pauses the whole conversation. Neither side can hear the other; the caller hears hold music or silence (whichever your organisation has set) and waits until you resume. Use it when you must step away from the phone, look something up, or take a moment before you continue. The line stays connected the entire time — the call is never hung up.

Like Mute, Hold is a toggle. While a call is held, the call-state indicator changes and the Hold button stays highlighted so you do not forget someone is waiting on the line.

4.3.1 Procedure — place a call on hold and resume it

Tap Hold. Select ⏸ Hold. The call pauses; the caller begins to hear hold music or silence and the button highlights.
Do what you need. Step away, check a detail, or open another screen. The caller waits — the call is still connected.
Return to the call. Come back to the softphone; the highlighted Hold button reminds you the call is paused.
Tap Hold again. Select ⏸ Hold once more to resume. Both sides can hear each other again; the timer continues.

Worked example — holding to check a detail

A caller asks Alice for an order reference. Alice says “let me put you on hold while I check” and taps ⏸ Hold. The caller hears hold music. Alice looks up the reference, returns, taps Hold again, and says “thanks for waiting” — reading out the reference. The call was never dropped.

Always tell the caller before you hold

Silence on a held call is unnerving for the person waiting. A quick “may I put you on hold for a moment?” before you tap the button makes the wait feel intentional rather than like a dropped call.

CloudCX — User GuideCh. 04 · In-call

CloudCX — User Guide

Ch. 04 · In-call

4.4 The keypad — sending tones during a call

Sometimes you need to press numbers after a call has connected — “press 1 for sales”, “enter your account number followed by hash”, or a PIN to pick up your voicemail. Those button presses are sent as DTMF tones (the familiar touch-tone beeps) down the live call. The Keypad control opens a dialpad for exactly this. It is different from the dialpad you use to start a call: this one types into the call you are already on.

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Tones sent — the strip shows the digits you have pressed (here 7 4 1 2 #), so you can see what was entered into a menu or PIN prompt.
The keypad — tap a digit and its tone goes straight down the live call. * and # are here too, since menus often ask for hash.
Hide — tucks the keypad away and returns you to the main call controls; the call stays connected throughout.
Still connected — the call timer keeps running while the keypad is open. Opening the keypad never interrupts the call.

Figure 4.2 — The in-call keypad, sending DTMF tones into an automated prompt.

4.4.1 Procedure — send tones into a menu

Open the keypad. During the call, select ☷ Keypad. The dialpad appears in place of the call controls.
Listen, then press. Follow the spoken prompt — tap the digit it asks for (for example 1 for sales). Each tap sends a tone immediately.
Enter longer sequences carefully. For an account number or PIN, tap the digits in order, including # if the prompt asks you to finish with hash.
Hide when done. Select Hide to return to the call controls. The call carries on as normal.

Worked example — picking up voicemail by phone

Alice wants to hear her messages from the softphone. She dials *98 and the voicemail system answers, asking for her PIN. She taps ☷ Keypad, enters her four-digit PIN followed by # — the strip shows the digits as she goes — and the system reads out “you have 3 new messages.” She hides the keypad and listens. (Voicemail in full is covered in Chapter 05.)

Why a separate in-call keypad?

Once a call is connected, the keys you press are no longer dialling a new number — they are tones travelling down the call you are already on. The in-call keypad makes that distinction clear, and is the only way to talk to an automated menu, an IVR, or a PIN prompt while connected.

Press at a measured pace

Some automated systems miss tones pressed too fast. If a menu does not respond, hang up and try again, pressing each digit deliberately with a short gap. Avoid tapping a digit repeatedly in frustration — that can send you into the wrong menu branch.

CloudCX — User GuideCh. 04 · In-call

CloudCX — User Guide

Ch. 04 · In-call

4.5 Transfer — hand the call to a colleague

A transfer passes the call you are on to someone else and then drops you out of it. CloudCX uses a blind transfer (also called an unattended transfer): you choose the destination, the call rings there, and you are released — you do not stay on to introduce the caller first. It is the quickest way to get a caller to the right person when you know who they need.

Think of it as warm-handing the receiver to a colleague and stepping away. Once the transfer is sent, the caller and your colleague are talking and you are free to take the next call.

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Transfer mode — transfer shows the phone is waiting for you to choose where the call goes. The caller is held meanwhile.
Destination — type the extension to send the call to (here 1003). You can also pick from Contacts instead of typing.
The keypad — enter the destination extension or, where your company has an outside line, a full external number.
Transfer — sends the call. It rings at the destination and you are released from the call.
Cancel — backs out and returns you to the caller, who is none the wiser. Use this if you mistype or change your mind.

Figure 4.3 — The transfer screen, about to send the caller to extension 1003.

4.5.1 Procedure — blind-transfer a caller

Start the transfer. During the call, select ↷ Transfer. The caller is placed on hold and the transfer keypad appears.
Choose the destination. Type the colleague’s extension (for example 1003), or open Contacts and pick them from the list.
Send it. Select ↷ Transfer. The call rings at the destination and you drop out automatically.
Confirm you are clear. Your softphone returns to idle, ready for the next call. The caller and your colleague are now connected.

Worked example — transferring a caller to a colleague

A customer reaches Alice Tan (1001) but actually needs the accounts team — Carol Lim on extension 1003. Here is exactly what Alice does:

Alice says, “You need our accounts team — let me put you through to Carol.”
She taps ↷ Transfer. The customer is placed on hold; the transfer keypad opens with the transfer banner.
She types 1003 (or selects Carol Lim from Contacts) and taps ↷ Transfer.
Carol’s phone rings. Alice’s softphone returns to idle — she is out of the call and free for the next one.
Carol answers and continues with the customer. The transferred leg appears in Alice’s History and in Recent Calls in the portal.

Result: the customer is with the right person, and Alice is free — all in a few seconds, with no redialling.

A blind transfer does not wait for an answer

Because you are released as soon as you send the transfer, you will not know whether your colleague actually picks up. If their line is busy or set to Do-Not-Disturb, the call follows their call-handling rules — it may go to their voicemail, not back to you. When it is important the caller is not lost, tell them who you are transferring them to, and consider a conference (§ 4.6) so you can introduce them and confirm the hand-over before you leave.

Transfer to a team, not just a person

You can transfer to a ring group pilot number such as 6000 (Sales) so the call rings the whole team and whoever is free picks up — handy when you are not sure which individual is available.

CloudCX — User GuideCh. 04 · In-call

CloudCX — User Guide

Ch. 04 · In-call

4.6 Conference — add a third person

A conference brings a third person into your current call so all of you can talk together. Unlike a transfer — where you leave — with a conference you stay on the line. It is the right tool when you want to introduce two people, get a quick answer from a colleague without losing the caller, or hold a small three-way discussion.

Adding someone is a two-step idea: you dial the third person while your first caller waits, then merge the two calls into one conversation. From that point everyone hears everyone.

4.6.1 Procedure — create a three-way call

Start the conference. While on the first call, select 👥 Conf.. Your first caller is placed on hold and a dialpad appears.
Dial the third person. Type their extension (for example 1002) and call them. Wait for them to answer.
Introduce if you like. Because the first caller is on hold, you can speak privately to the third person first — “I’ve got a customer for you, joining you now.”
Merge the calls. Select 👥 Merge. All three of you are now in one conversation and the call timer continues.
End your part when done. Tap ☎ End to leave. Whether the others stay connected depends on your organisation’s setup — usually the conference closes when you, the host, hang up.

Worked example — a quick three-way

Alice (1001) is helping a customer who has a billing question Ben (1002) can answer fastest. She taps 👥 Conf.; the customer goes on hold. She dials 1002, Ben answers, and she says quietly “I have a customer with a billing query — joining you now.” She taps 👥 Merge; now all three talk. Ben answers the question, and Alice ends the call when the customer is satisfied.

Conference vs. a conference room

The conference described here is an ad-hoc three-way you build from a live call. CloudCX also offers permanent conference rooms — a fixed number such as 3000 that several people dial into, optionally protected by a PIN. Those are covered in Chapter 08; use them for scheduled meetings, and the in-call conference here for spur-of-the-moment three-ways.

Conference, then transfer, for a confident hand-over

If a blind transfer feels too abrupt, conference the colleague in first, introduce the caller, then drop out yourself. The caller never sat in silence and your colleague arrived already briefed — the best of both worlds.

Let people know who is on the call

Once merged, everyone hears everyone — including anything the first caller said while they thought they were on hold has already ended. As a courtesy and for privacy, announce who has just joined: “Ben has joined us.” Never discuss anything confidential until you are sure who is listening.

CloudCX — User GuideCh. 04 · In-call

CloudCX — User Guide

Ch. 04 · In-call

4.7 Video — turn your camera on mid-call

Any call on the CloudCX softphone can become a video call — you do not have to decide up front. Tap Video during a voice call and your camera switches on; the other person sees you, and if they turn their camera on too you see them. A small picture-in-picture (PiP) tile shows your own self-view so you can check how you look. Tap Video again to switch your camera off and drop back to audio only. The call itself never breaks — you are simply adding or removing the picture.

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The other person — the main area shows your colleague’s video (here Ben). If they have not turned their camera on, you see their name or avatar instead, and they still see you.
Picture-in-picture self-view — the small “You” tile is your own camera, so you can check framing and lighting. It does not change what the other side sees.
Video — highlighted because your camera is on. Tap it again to switch the camera off and return to audio only.
PiP — pops the call video out into a floating window that stays on top while you use other apps or tabs (see § 4.7.2).
Devices — choose which camera, microphone and speaker the call uses, without dropping it (§ 4.8).

Figure 4.4 — A video call, with the other party in the main view and your self-view picture-in-picture.

4.7.1 Procedure — turn video on and off during a call

Tap Video. During the call, select 🎥 Video. The first time, your browser asks for camera permission — choose Allow.
Check your self-view. Your camera turns on and the picture-in-picture “You” tile appears. Adjust your framing and lighting if needed.
Ask the other side to join. The other person sees you straight away; if you want to see them, ask them to tap Video on their end too.
Turn video off. Tap 🎥 Video again to switch your camera off. The call continues as audio only; the highlight clears.

4.7.2 Picture-in-picture while you work

The PiP control pops the call’s video out of the softphone into a small floating window that stays on top of everything else. That means you can open a document, switch browser tabs, or check your email while still seeing the other person — ideal when you are talking someone through a screen. Tap PiP to pop it out; close the floating window (or tap PiP again) to bring the video back into the softphone. Your microphone and speaker keep working throughout, so the conversation never pauses.

Worked example — going to video to read a document together

Alice is on an audio call with Ben and wants to walk him through a form. She taps 🎥 Video and allows the camera; her self-view appears in the corner. Ben taps Video too, so they can see each other. Alice then taps PiP, opens the form in another tab, and keeps Ben’s face floating in the corner as she points things out. When they are done she closes the PiP window and taps Video off, finishing the rest of the call by voice.

Video is two independent switches

Your camera and the other person’s camera are separate. Turning your video on does not turn theirs on, and vice-versa. It is perfectly normal for one side to be on camera and the other to stay audio-only — each of you controls your own.

Your camera is live the instant you tap Video

There is no preview before others can see you — the moment your camera turns on, the other party sees your self-view in real time. Check what is behind you and that you are ready before you tap Video. To stop being seen, tap Video again; muting your microphone does not turn the camera off.

CloudCX — User GuideCh. 04 · In-call

CloudCX — User Guide

Ch. 04 · In-call

4.8 Switching audio & camera devices

If you plug in a headset after a call has started, or your laptop is using the wrong speaker, you can change the microphone, speaker or camera the call uses — mid-call, without hanging up. The Devices control opens a short list of everything the browser can see; pick the one you want and the call moves to it immediately. This is the fix for the two commonest audio complaints: “they can’t hear me” (wrong microphone) and “I can’t hear them” (wrong speaker).

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Microphone — the device the other side hears you through. Pick your headset here if they say your voice is faint or echoey.
Speaker — where you hear the call. Switch this if the sound is coming out of the wrong device (laptop speakers instead of your headset, say).
Camera — which camera your video uses — handy on a laptop with both a built-in and an external webcam.
Test mic — shows a moving level meter as you speak, so you can confirm the chosen microphone is actually picking up your voice before you rely on it.

Figure 4.5 — The in-call device picker: change microphone, speaker or camera without dropping the call.

4.8.1 Procedure — change your microphone or speaker mid-call

Open Devices. During the call, select ⚙ Devices. The list of available microphones, speakers and cameras appears.
Pick the right one. Choose your headset (or other device) from the relevant list. The change takes effect at once — the call does not drop.
Confirm it works. Use Test mic to watch the level meter move as you speak, or simply ask the other person if they can now hear you clearly.
Close the picker. Select Done to return to the call controls.

Worked example — rescuing a call with the wrong microphone

Mid-call, Ben tells Alice he can barely hear her — her laptop is using its built-in microphone while she is wearing a headset. Alice taps ⚙ Devices, selects Jabra Evolve 65 Headset as the microphone, and taps Test mic to confirm the meter moves as she talks. Ben immediately says she is clear. The call never dropped, and they carried on.

Plug your headset in before you call

The softphone follows your device choice, but it is smoothest to connect your headset before placing or answering a call, then confirm it with the echo test 9196 (see § 1.2.1). Mid-call switching is there for when you forget — not the routine you want every time.

The browser must be allowed to use them

If a device is missing from the list, your browser may not have permission to use the microphone or camera, or the device may be claimed by another app (a video-meeting tab, for instance). Grant permission when the browser asks, close other apps that might be holding the device, and re-open Devices.

CloudCX — User GuideCh. 04 · In-call

CloudCX — User Guide

Ch. 04 · In-call

4.9 In-call button reference

Keep this table to hand until the controls are second nature. Every button on the in-call screen is listed with what it does, whether it is a toggle (on/off), and the section that covers it in full.

Table 4.1 — The in-call controls at a glance
Button	What it does	Toggle?	See
🔇 Mute	Silences your microphone; you still hear the other person.	Yes	§ 4.2
⏸ Hold	Pauses the call for both sides; the caller hears hold music.	Yes	§ 4.3
☷ Keypad	Sends DTMF tones into menus, IVRs and PIN prompts.	No	§ 4.4
↷ Transfer	Blind-transfers the call to another extension; you drop out.	No	§ 4.5
👥 Conf.	Adds a third person so all of you talk together.	No	§ 4.6
🎥 Video	Turns your camera on or off; adds a self-view.	Yes	§ 4.7
⬜ PiP	Pops the call video into a floating window that stays on top.	Yes	§ 4.7.2
⚙ Devices	Switches the microphone, speaker or camera mid-call.	No	§ 4.8
☎ End	Hangs up the call. One tap — no confirmation.	No	§ 4.1

4.9.1 When a feature is greyed out

Most controls are always available, but a few depend on your setup. The table below explains the everyday reasons a button might be unavailable, and what to do about it.

Symptom	Likely reason	What to do
Video does nothing	No camera, or the browser was not given camera permission.	Allow camera access when asked; check a camera is connected (§ 4.8).
Devices list is short or empty	The browser lacks permission, or another app holds the device.	Grant permission; close other apps using the mic/camera; re-open the picker.
Transfer to an external number fails	External calling needs an outside line your company may not have connected.	Transfer to an internal extension or a ring group instead (§ 4.5).
No hold music	Your organisation has set hold to silence rather than music.	This is normal — the caller is still on hold and connected (§ 4.3).

One screen, every tool

Everything in this chapter lives on the single in-call screen from Figure 4.1 — nothing is buried in a menu. If you can find that screen, you can mute, hold, transfer, conference and go to video without leaving the call.

Try it — exercise every control safely

Rehearse the in-call tools on a harmless call so they are familiar when a real one matters. Grab a willing colleague on another extension.

Call a colleague (e.g. 1002). Once connected, tap Mute, say something, confirm they cannot hear you, then un-mute.
Tap Hold, wait a few seconds, then resume — ask whether they heard hold music or silence.
Tap Video, allow the camera, check your self-view appears, then turn it off again.
Open Devices, switch your microphone, use Test mic, and confirm the level meter moves.
Finally, blind-transfer the call to a third extension (e.g. 1003) following § 4.5.1, and confirm your phone returns to idle.

Done when: you have muted and un-muted, held and resumed, toggled video, switched a device, and completed a transfer — all without dropping the call until the final hand-over.

Next chapter

You can now do anything a call asks of you. When a call goes unanswered it becomes a voicemail — and Chapter 05 shows you how to listen, read the transcript, get messages by email, and set your greeting and mailbox PIN.

CloudCX — User GuideCh. 04 · In-call

CloudCX — User Guide

Ch. 05 · Voicemail

Chapter 05

Voicemail

When you cannot take a call, CloudCX catches it for you. The caller hears your greeting, leaves a message, and that message is waiting the next time you look — as a recording you can play in your browser, as text you can read at a glance, and, if you switch it on, as an email in your inbox. This chapter shows you the Voicemail page in your portal — how to play a message, read its transcript, mark it read and delete it — then your voicemail settings: turning on voicemail-to-email and the transcription, and setting or changing your mailbox PIN. Finally it shows the old reliable way to pick up messages from any phone by dialling *98.

You do not set any of this up before you can receive a message — your mailbox works the moment your line exists. The settings in this chapter simply make voicemail more convenient: emailed copies so you never have to open the portal, readable transcripts so you can skim a message in a meeting, and a PIN so you can collect messages safely from a phone that is not your own. We follow our running user, Alice Tan on extension 1001 at Acme Corp, through every screen.

What you will learn in this chapter

How a missed call becomes a voicemail; your Voicemail inbox in the portal — play, read the transcript, mark read, delete (see §5.2); your voicemail settings — voicemail-to-email and its address, the transcription toggle, and your mailbox PIN (see §5.3); and collecting messages from any phone with *98 (see §5.4).

5.1 How voicemail works

Voicemail is your line’s answering machine. When a call to you is not answered — you are busy, you do not pick up in time, your devices are offline, or you have switched on Do-Not-Disturb — CloudCX plays your greeting and records whatever the caller says. That recording becomes a message. From that moment you can reach it two ways, and they always agree with each other because there is only one mailbox underneath.

Visual voicemail, in the portal

Open My line›Voicemail and see every message as a row — who called, when, how long — with a play button and, if transcription is on, the message as text. Listen, read, mark read or delete, all from the web page. This is the everyday way.

By phone, with *98

From any CloudCX phone, dial *98 to hear your messages read out to you and manage them with the keypad. Useful when you are on a desk phone with no screen, or away from the portal. It asks for your mailbox PIN (see §5.3.3).

On top of those two, you can have every message emailed to you as it arrives — the recording attached as an audio file, and the transcript in the body of the message — so a voicemail can land in your inbox without your opening anything at all. That is voicemail-to-email, and it is off until you turn it on (§5.3.1).

What sends a caller to voicemail

A caller reaches your voicemail whenever a call is not answered live: you decline it or let it ring out, none of your devices is registered, or you have Do-Not-Disturb on — which sends every caller straight to voicemail at once. Your call-handling rules (forwarding, find-me/follow-me) run first; voicemail is the last stop on that ladder. Call handling is the subject of Chapter 07.

The badge tells you there is something waiting

A small number beside Voicemail in the menu — and on the My Phone summary — is your count of new (unheard) messages. When it shows 3 you have three messages you have not yet listened to or marked read. The badge clears itself as you work through them.

CloudCX — User GuideCh. 05 · Voicemail

CloudCX — User Guide

Ch. 05 · Voicemail

5.2 Your Voicemail inbox

The Voicemail page is your message inbox. Select Voicemail in the My line group and you arrive at a list of every message, newest first. The figure below is Alice’s inbox with three messages waiting. Each row is one message; the row that is open shows the in-browser player and the transcript. The numbered markers point to the parts you use; the matching list explains each.

my.cloudcomms.app

CloudCXVoiceMy line

My line

My Phone

Voicemail3

Recent Calls

Control

Call Handling

My Devices2

Conferences

REGISTERED

Acme Corp · my.cloudcomms.app

// my line

Voicemail

Play a message, read the transcript, mark it read, or delete it — all in your browser.

Settings

New

3

unheard

Saved

5

kept messages

To email

On

[email protected]

Transcripts

On

auto

From	Received	Length	Status
BBen Ong	Today 09:14	0:32	new	► Play

Ben Ong · +65 3159 0022 · Today 09:14

new

► 0:12 / 0:32

// transcript

“Hi Alice, it’s Ben. The Acme quote is ready for your sign-off — can you call me back on extension one-oh-oh-two before noon? Thanks.”

Mark readCall backDelete

U+65 6555 7788	Today 08:02	0:18	new	► Play
CCarol Lim	Yesterday 17:40	1:05	read	► Play

1

2

3

4

5

6

Voicemail in the menu — the 3 badge is your count of new (unheard) messages. It matches the New tile and drops as you listen or mark messages read.
At-a-glance tiles — how many messages are New and how many are Saved, plus whether To email and Transcripts are on (and the email address in use). Change these in Settings (§5.3).
Play — opens the message and starts the in-browser player. A message marked new is one you have not heard; read is one you have.
The player — play and pause, with a progress bar and the elapsed/total time. The audio plays right in the page; nothing is downloaded unless you choose to.
The transcript — the message written out as text (when transcription is on, §5.3.2), so you can read a message you cannot listen to. It is a machine transcript — a good guide, not a legal record.
Row actions — Mark read, Call back the person who left it, or Delete the message. Deleting is covered in §5.2.2.

The Voicemail inbox, with one message open to show the player and transcript. Every message is a row; newest is first.

CloudCX — User GuideCh. 05 · Voicemail

CloudCX — User Guide

Ch. 05 · Voicemail

5.2.1 Play a message and read its transcript

Listening to a message takes a single tap, and reading it takes none — the transcript is already on the page. The moment you open a message it counts as read, so the new-message badge keeps itself honest without your having to tidy up.

Open the page. In the menu select My line›Voicemail. Messages are listed newest first; new marks the ones you have not heard.
Open a message. Select ► Play on its row. The message expands to show the player and, below it, the transcript.
Listen. Audio starts automatically; use the round play/pause button to stop and start, and drag the progress bar to skip to any point. The time on the right shows elapsed and total length (e.g. 0:12 / 0:32).
Read instead, if you prefer. The transcript below the player is the message as text. Skim it in a meeting, copy a phone number out of it, or use it when you have no headphones to hand.
Act on it. When you are done, use Call back to return the call, Mark read to leave it for later (§5.2 explains the states), or Delete to remove it (§5.2.2).

Worked example — Alice picks up Ben’s message

Alice signs in to my.cloudcomms.app and sees a 3 beside Voicemail. She opens the page; the newest message is from Ben Ong, received Today 09:14, 0:32 long, marked new. She selects ► Play. While it plays she glances at the transcript — “…the Acme quote is ready for your sign-off — can you call me back on extension one-oh-oh-two before noon?” — and reads the number she needs without replaying it. She taps Call back; the softphone dials 1002. The message is now read, and the badge has dropped to 2.

5.2.2 Mark a message read (and the new/read states)

Every message is either new (you have not heard it) or read (you have). Opening a message marks it read; you can also mark a message read without opening it — useful for clearing one you already dealt with by phone or email — and the count of new messages updates immediately.

Find the message. On the Voicemail page, locate the row marked new.
Mark it read. Open it and select Mark read, or use the row’s Mark read action without opening it. Its pill changes to read.
Watch the badge. The New tile and the menu badge both drop by one. When every message is read, the badge disappears.

“Read” does not delete

Marking a message read only clears the new flag — the message stays in your inbox until you delete it. Reading a message in the portal also stops it nagging you elsewhere: the waiting-message indicator on a desk phone clears once your mailbox has no unheard messages left.

Search the transcripts to find one message

If transcription is on, the Search messages box matches the text of your messages, not just the caller. Looking for the message about the quote? Type quote and the row from Ben surfaces straight away — far faster than replaying each one.

CloudCX — User GuideCh. 05 · Voicemail

CloudCX — User Guide

Ch. 05 · Voicemail

5.2.3 Delete a message

When you no longer need a message, delete it to keep your inbox tidy. Deleting removes the recording and its transcript from the portal. If you have voicemail-to-email switched on, any copy that was emailed to you stays in your inbox — deleting in the portal does not reach into your mailbox — so an emailed message is, in effect, your own backup.

Open or select the message. On the Voicemail page, open the message you want to remove (or use its row’s action menu).
Delete it. Select Delete. CloudCX asks you to confirm, because this cannot be undone from the portal.
Confirm. Approve the prompt. The row disappears, and the Saved/New tiles adjust to match.

Deleting is permanent — keep what you may need

A deleted voicemail cannot be recovered from the portal. If a message contains something you must keep — an address, an authorisation, a number you have not saved — note it down or rely on an emailed copy first. If you may need recordings for the record, turn on voicemail-to-email (§5.3.1) before you start deleting, so every message lands in your inbox as it arrives.

The table below summarises the state a message can be in and what each action does, so you always know the consequence before you act.

Table 5.1 — Message states and what each action does
State / action	What it means	Effect on the new-message badge
new	An unheard message. The default state of every message that arrives.	Counted in the badge.
read	A message you have opened or marked read. Stays in the inbox.	Not counted.
Play	Opens the message and plays the audio in the browser; also marks it read.	Drops by one if it was new.
Mark read	Clears the new flag without opening the message.	Drops by one.
Call back	Dials the person who left the message from your softphone.	Unchanged (unless playing marked it read).
Delete	Removes the recording and transcript from the portal. Permanent.	Drops by one if it was new.

Try it — work through your inbox

Tidy your mailbox end to end. Nothing here calls anyone or sends anything.

Open My line›Voicemail and note the number on the New tile.
Open the newest message, listen to a few seconds, then read its transcript.
Select Mark read on a second, unopened message and watch the badge drop.
Delete one message you are sure you no longer need; confirm the prompt.
Confirm the New and Saved tiles now match what is left in the list.

Done when: you have played a message, read a transcript, marked one read, deleted one, and the tiles agree with your inbox.

CloudCX — User GuideCh. 05 · Voicemail

CloudCX — User Guide

Ch. 05 · Voicemail

5.3 Your voicemail settings

Three settings shape how your mailbox behaves, and all three are yours to change. Voicemail-to-email sends a copy of every message to an address you choose. Transcription turns each recording into readable text. And your mailbox PIN protects access when you collect messages by phone. You reach all three from the Settings button on the Voicemail page; the figure below is that screen.

my.cloudcomms.app

CloudCXVoiceMy line

My line

My Phone

Voicemail3

Recent Calls

Control

Call Handling

My Devices2

Conferences

REGISTERED

Acme Corp · my.cloudcomms.app

// my line · voicemail

Voicemail settings

Choose how messages reach you, whether they are transcribed, and the PIN for phone access.

Back to messages

Delivery

you

Voicemail to email — email me a copy of every message

Send copies to[email protected]

Transcription — turn recordings into readable text

Phone access · mailbox PIN

hashed

New PIN••••

Confirm PIN••••

// 4–8 digits · used when you dial *98 · never shown again

CancelSave settings

1

2

3

4

5

6

Voicemail to email — the switch that turns on emailed copies. On (), every new message is sent to the address below as it arrives, recording attached.
Send copies to — the email address that receives the copies. It defaults to your account email; change it to route messages anywhere you read mail.
Transcription — turns each recording into text. On, transcripts appear under the player (§5.2) and in the body of the emails. Off, you get audio only.
Hashed PIN — the hashed tag is a reminder that your PIN is stored scrambled and is never displayed; you can set a new one but you cannot read the current one back.
New PIN / Confirm — type a 4–8 digit PIN twice. This is the code you key in when you collect messages by phone with *98 (§5.4).
Save settings — applies every change on the page at once. Nothing takes effect until you save.

Voicemail settings — delivery (email + transcription) above, the mailbox PIN below.

CloudCX — User GuideCh. 05 · Voicemail

CloudCX — User Guide

Ch. 05 · Voicemail

5.3.1 Turn on voicemail-to-email

Voicemail-to-email sends you a copy of every message the moment it arrives: the recording attached as an audio file you can play in your mail app, and — if transcription is on — the text in the body. It is off until you switch it on. Once on, you need never open the portal to know a message is waiting; it simply appears in your inbox like any other email.

Open settings. On the Voicemail page select Settings.
Turn on the switch. Under Delivery, set Voicemail to email to on ().
Set the address. In Send copies to, confirm or change the email address. It defaults to your account email (e.g. [email protected]); type any address you prefer to read messages at.
Save. Select Save settings. From now on, each new voicemail is emailed to that address as it arrives.

Worked example — Alice routes voicemail to her inbox

Alice is often away from the portal but always has email open. On the Voicemail page she selects Settings, turns Voicemail to email on, and leaves Send copies to as [email protected]. She selects Save settings. Twenty minutes later a customer leaves a 0:24 message; within moments an email arrives titled “New voicemail from +65 6555 7788 — 0:24”, with the recording attached and, because transcription is on, the words in the body. Alice reads it on her phone without ever opening CloudCX. The original is still in her portal inbox, marked new, until she deals with it.

5.3.2 Turn on transcription

Transcription converts each recording to text automatically. With it on, every message shows its words under the player on the Voicemail page (§5.2) and in the body of any email copy. It is the feature that lets you read a message you cannot listen to — in a meeting, on a quiet train, or simply faster than playback.

Open settings. On the Voicemail page select Settings.
Turn on the switch. Under Delivery, set Transcription to on ().
Save. Select Save settings. New messages are transcribed from now on; the text appears under the player and in emails.

A transcript is a guide, not a record

Transcription is automatic and very good, but not perfect — accents, background noise, names and numbers can be misheard. Treat the text as a fast way to grasp a message and find the right one, and play the audio when the exact words matter (for example, before acting on a phone number or an instruction). Transcription applies to new messages only; turning it on does not transcribe messages you already have.

Table 5.2 — Delivery settings at a glance
Setting	Default	When on…
Voicemail to email	Off	Every new message is emailed to your chosen address, recording attached, as it arrives.
Send copies to	Your account email	The address the copies go to — change it to route messages anywhere you read mail.
Transcription	Off	New messages are turned into text, shown under the player and in the email body.

CloudCX — User GuideCh. 05 · Voicemail

CloudCX — User Guide

Ch. 05 · Voicemail

5.3.3 Set or change your mailbox PIN

Your mailbox PIN is a short numeric code — 4 to 8 digits — that protects your messages when you collect them by phone with *98 (§5.4). Because it guards access from any phone, it is stored scrambled (“hashed”) and is never shown back to you: you can set a new PIN at any time, but no-one, not even support, can read your current one. If you forget it, you set a new one here.

Open settings. On the Voicemail page select Settings and find the Phone access · mailbox PIN panel.
Enter a new PIN. In New PIN type 4–8 digits. Avoid the obvious — not 1234, not 0000, not your extension 1001.
Confirm it. Re-type the same digits in Confirm PIN so a typo cannot lock you out.
Save. Select Save settings. The new PIN takes effect immediately for *98 access; the panel shows the hashed tag and never displays the code.

Choose a PIN that is not easy to guess

Anyone who knows your PIN can hear your messages from any phone via *98. Do not use a sequence (1234), a repeat (0000), your extension, or part of your phone number. Set a fresh PIN the first time you use phone access, and change it if you ever key it in where someone might have watched.

5.4 Retrieving voicemail by phone with *98

You do not need the portal to pick up messages. From any CloudCX phone — the softphone or a desk phone signed in to your line — dial *98 to reach your mailbox by voice. CloudCX answers, asks for your mailbox PIN (§5.3.3), then reads your messages to you and lets you manage them with the keypad. It is the quickest route when you are on a handset with no screen.

my.cloudcomms.app/phone

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2

3

4

In a call to your mailbox — dialling *98 places a call like any other; the status reads in call while you are connected to voicemail.
What you dialled — *98, the voicemail access code. From a desk phone you simply key the same digits.
Spoken prompts — the system tells you how many new messages you have and which key does what (press 1 to listen, and so on — see Table 5.3).
Use the keypad — you drive the menu with DTMF tones: tap a digit to choose. Hang up ends the session at any time.

Retrieving voicemail by phone — *98 on the softphone. The same code works from any device on your line.

CloudCX — User GuideCh. 05 · Voicemail

CloudCX — User Guide

Ch. 05 · Voicemail

5.4.1 Procedure — collect messages with *98

Dial the access code. On any CloudCX phone, key * 9 8 and start the call. CloudCX answers your mailbox.
Enter your PIN. When prompted, key your mailbox PIN (§5.3.3) followed by #. If you have not set one yet, set it first in the portal.
Listen to the summary. The system tells you how many new messages you have and offers the menu (press 1 to listen).
Work through each message. Use the keypad to play, repeat, skip, save or delete — see Table 5.3 for the keys.
Hang up when done. End the call. Messages you listened to are now marked read; the portal and any waiting-message light update to match.

Table 5.3 — Voicemail keypad menu (after dialling *98)
Press	Does
1	Listen to your messages, newest first.
2	Repeat the message you are on.
3	Skip to the next message.
7	Delete the current message.
9	Save (keep) the current message.
0	Mailbox options — record or change your greeting.
*	Go back / cancel the current step.
#	Confirm an entry (such as your PIN) or move on.

The keypad guide is spoken to you

You do not have to memorise Table 5.3 — the prompts read out your choices at each step, and pressing the wrong key simply repeats the menu. Pressing 7 to delete asks you to confirm first, so a mistaken tap will not lose a message. Deleting by phone is the same as deleting in the portal: it is permanent (see §5.2.3).

Worked example — Alice picks up from a desk phone

Alice is at a colleague’s desk phone, signed in to her own line. She keys *98 and presses call. Prompted, she enters her PIN 4-7-2-9 then #. “You have three new messages. Press one to listen.” She presses 1; the first message — from Ben Ong — plays. She has already dealt with it, so she presses 7 to delete and confirms. The second she wants to keep, so she presses 9 to save. She hangs up. Back at her own portal a moment later, the inbox shows Ben’s message gone, the saved message marked read, and the badge down to 1.

Reaching *98 from outside needs an outside line

Dialling *98 works from any phone signed in to your line — your softphone or a desk phone on your account. Calling your mailbox from an external phone (a mobile on the public network) is only possible if your company has connected an outside line and published a number that routes to voicemail; ask your administrator whether that is set up. Internal *98 access always works.

Portal for skimming, *98 for hands-free

Use whichever fits the moment: the portal (§5.2) when you want to skim transcripts and pick out one message, and *98 when you are on a handset, driving, or away from a screen and want to listen straight through. Both touch the same mailbox, so a message you delete in one is gone from the other.

Next chapter

You can now collect, read and manage your messages, and set voicemail up the way you like. Chapter 06 turns to Recent Calls — your personal log of in, out and missed calls, and how to call anyone back in a tap.

CloudCX — User GuideCh. 05 · Voicemail

CloudCX — User Guide

Ch. 06 · Recent Calls

Chapter 06

Recent calls

Every call you make or receive on CloudCX is remembered for you. Recent Calls is your personal call log — a tidy, time-ordered list of who you spoke to, whether the call came in or went out, when it happened and how long it lasted. It is also where the calls you missed stand out, so you can see at a glance who tried to reach you and call them back in a single tap. This chapter shows you how to read the log, understand each kind of entry, clear the missed-calls badge, and return a call from either the portal or the softphone.

You do not have to do anything to build your call history — it fills itself as you use your phone. The moment a call ends, it appears at the top of the list; the moment someone rings you and gives up before you answer, it is logged as missed and a small red badge appears beside Recent Calls in your menu. Recent Calls is therefore two things at once: a record you can look back over, and a gentle reminder of the people still waiting to hear from you.

What you will learn in this chapter

How to open and read your Recent Calls log (§ 6.1); what each entry tells you — direction, the other party, the time and the duration (§ 6.2); how the missed-calls badge works and how to clear it (§ 6.3); how to call someone back from the portal and from the softphone’s History tab (§ 6.4); and how to filter, search and get the most out of your history day to day (§ 6.5).

6.1 Opening your Recent Calls

Your call history lives in your portal at my.cloudcomms.app. Sign in (see § 1.4.3 if you need a reminder), then in the left-hand menu under My line select My line›Recent Calls. The same history also appears on your phone under the softphone’s History tab (covered in § 6.4.2) — the two are the same list, drawn for two different places.

The log shows your calls and only yours: calls to and from your extension 1001, and calls to your direct number if you have one. You will not see colleagues’ calls, and they will not see yours — each person’s history is private to them. Calls are listed newest first, so the call you are most likely to want is always at the top.

6.1.1 The Recent Calls screen

The figure below is the Recent Calls screen for our running user, Alice Tan (extension 1001) at Acme Corp. The numbered markers point to the parts you will use most; the matching list explains each one.

my.cloudcomms.app

CloudCXVoiceMy line

My line

My Phone

Voicemail3

Recent Calls2

Control

Call Handling

My Devices2

Conferences

REGISTERED

Acme Corp · my.cloudcomms.app

// my line

Recent Calls

Your personal call history — incoming, outgoing and missed, newest first.

AllMissed

Calls today

9

last 24 hours

Missed

2

to return

Incoming

5

answered

Outgoing

2

dialled

Dir	Who	When	Duration
missed	Ben Ong · 1002	09:42 today	—	☎ Call
missed	+65 3159 0042	09:15 today	—	☎ Call
in	Ben Ong · 1002	08:58 today	4:12	☎ Call
out	Sales · 6000	Yesterday 17:30	2:48	☎ Call
in	+65 3159 0088	Yesterday 14:06	11:35	☎ Call

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Recent Calls in your menu — under My line. The small red 2 badge is the missed-calls count: two people rang while you were away (see § 6.3).
Filter buttons — All shows every call; Missed narrows the list to just the calls you did not answer. Use them to switch what the table shows (see § 6.5.1).
Summary tiles — a quick count of your day: total calls, how many you missed and still owe a call back, and the split of incoming versus outgoing.
Direction — a coloured pill on every row: in answered incoming, out a call you placed, missed an incoming call you did not pick up (see § 6.2.1).
Who — the other party. A colleague shows by name and extension (e.g. Ben Ong · 1002); an outside caller shows as a phone number (see § 6.2.2).
When & duration — the time the call happened (today as a clock time, earlier days dated) and how long you were connected. Missed calls show a dash, because no conversation took place (see § 6.2.3).
Call back — one tap dials that person or number straight from the log. The brightest button sits on your most recent missed call so the call you most likely want to return is one click away (see § 6.4).

Figure 6.1 — Recent Calls: your personal call history, newest first, with direction, party, time, duration and a one-tap call-back on every row.

CloudCX — User GuideCh. 06 · Recent Calls

CloudCX — User Guide

Ch. 06 · Recent Calls

6.1.2 Procedure — open your call history

Sign in to the portal. Browse to my.cloudcomms.app and sign in. You land on My Phone.
Open Recent Calls. In the left menu, under My line, select My line›Recent Calls. The log opens with your most recent call at the top.
Read the summary tiles. Glance at the tiles for the shape of your day — how many calls, how many missed, the incoming/outgoing split.
Scan the list. Each row is one call. Read it left to right: direction, who, when, duration, and the Call button to return it.
Filter if you wish. Select Missed to see only the calls you did not answer, or All to return to the full list.

Worked example — Alice checks her morning

Alice has been in a meeting. She opens my.cloudcomms.app, selects Recent Calls, and sees the badge on the menu reads 2. The tiles confirm it: 9 calls today, 2 missed. At the top of the list is a missed call from Ben Ong (1002) at 09:42, and below it a missed call from an outside number, +65 3159 0042, at 09:15. Further down she sees the calls she did take: an incoming call from Ben at 08:58 lasting 4:12, and her own outgoing call to the Sales ring group (6000) yesterday. In a few seconds she knows exactly who to call back first.

Start with Missed, end with All

When you sit back down after time away, tap Missed first to deal with the people who were waiting, then switch back to All for the full picture. It is the fastest way to make sure no-one falls through the cracks.

6.2 Reading a call entry

Every row in the log carries the same four facts, always in the same order, so you can read any entry at a glance once you know the pattern. This section takes them one at a time: the direction (§ 6.2.1), who the other party was (§ 6.2.2), and when the call happened with how long it lasted (§ 6.2.3).

6.2.1 Direction — in, out or missed

The first thing on every row is a coloured direction pill. It tells you, instantly and by colour, what kind of call this was. There are three you will see every day, and two more you will meet occasionally.

Table 6.1 — Call directions and what each one means
Pill	Direction	What it means	Duration shown?
in	Incoming, answered	Someone called you and you picked up. A real conversation took place.	Yes — talk time
out	Outgoing	You placed the call. Whether or not it was answered, it is an outbound call from your line.	Yes, if connected
missed	Incoming, missed	Someone called and rang off before you answered. This is what drives the missed-calls badge (§ 6.3).	No — a dash
v-mail	Missed → voicemail	A missed call where the caller left a message. The message itself lives in Voicemail (Chapter 05).	No — a dash
out	Outgoing, no answer	You called but no-one picked up. Logged so you remember you tried.	No — a dash

Missed and voicemail are linked, but separate

A missed call and a voicemail are two views of the same event. The missed call is the fact that someone rang — it sits in Recent Calls. The voicemail is the message they left — it sits in Voicemail. Not every missed call leaves a message (the caller may simply hang up), so the two counts can differ. To hear what a missed caller said, go to Voicemail (Chapter 05); to simply call them back, stay here (§ 6.4).

CloudCX — User GuideCh. 06 · Recent Calls

CloudCX — User Guide

Ch. 06 · Recent Calls

6.2.2 Who you spoke to

The middle of each row identifies the other party. CloudCX shows the most useful label it can:

A colleague appears by name and extension — for example Ben Ong · 1002. The name comes from your organisation’s directory, so you recognise people without memorising numbers.
A team or service shows by its label — a call to or from the Sales ring group reads Sales · 6000; a conference shows the room number (e.g. 3000).
An outside caller shows as a phone number — for example +65 3159 0042. If your organisation recognises the number, a name may appear alongside it; otherwise the number is shown on its own.
A withheld number reads Unknown or Private. The caller chose to hide their number, so there is nothing to call back — the Call button is unavailable for that row.

A name is only as good as the directory

Names are matched from your organisation’s directory and from recognised numbers. If a caller shows only as a number you expected to recognise, it simply means the number is not in the directory yet — the call itself is logged correctly. Never assume a number is wrong because no name appears beside it.

6.2.3 When it happened, and how long it lasted

The last two facts are the time and the duration. Together they answer “when did this happen, and did we actually talk?”

The time is shown relative to now, so the most recent calls are the easiest to read. Today’s calls show a clock time (09:42 today); yesterday’s show Yesterday with the time; older calls show the date. Times are in your own time zone.

The duration is the talk time — how long you were connected, shown as minutes and seconds (for example 4:12 means four minutes, twelve seconds). It counts from the moment the call was answered to the moment it ended; it does not include the ringing before pick-up. A call that was never answered — any missed call, or an outgoing call no-one picked up — shows a dash (—) instead, because there was no conversation to measure.

Table 6.2 — How to read the When and Duration columns
You see	It means
09:42 today	The call happened at 9:42 this morning, in your time zone.
Yesterday 17:30	The call happened at 5:30 pm the day before today.
14 Jun 11:08	An older call, shown with its date.
4:12	You were connected for 4 minutes and 12 seconds.
0:09	A very short connected call — nine seconds (e.g. a quick “wrong number, sorry”).
— (a dash)	No talk time: the call was missed, or you called and no-one answered.

Worked example — reading one row end to end

Alice reads a single row: in Ben Ong · 1002 08:58 today 4:12. Decoded left to right, this says: an incoming call that she answered (green in pill), from her colleague Ben Ong on extension 1002, at 8:58 this morning, and they spoke for 4 minutes 12 seconds. One glance, four facts — no notes needed.

A dash next to “out” is your cue to try again

An outgoing call with a dash for duration means it rang but no-one answered. It is the perfect reminder to try later — and the Call button on that very row makes the retry a single tap.

CloudCX — User GuideCh. 06 · Recent Calls

CloudCX — User Guide

Ch. 06 · Recent Calls

6.3 Missed calls and the badge

A missed call is an incoming call you did not answer — you were away, on another call, or it simply rang out. CloudCX makes these easy to spot so no-one is left waiting longer than they need to be. Two things happen when you miss a call: the call is logged with a red missed pill, and a small red badge — a count — appears next to Recent Calls in your menu.

6.3.1 How the badge counts

The badge is the number of new missed calls you have not yet looked at. It is designed to nudge, not nag: open Recent Calls and look at the list, and the new missed calls are considered seen — the badge clears the next time the menu refreshes. The missed calls themselves stay in your history (so you can still call back); only the “new” marker goes away.

my.cloudcomms.app

CloudCXVoiceMy line

My line

My Phone

Voicemail3

Recent Calls2

Control

Call Handling

My Devices2

Conferences

REGISTERED

Acme Corp · my.cloudcomms.app

// my line · filtered

Recent Calls

Showing missed calls only — the people still waiting to hear from you.

AllMissed

Missed — to return

2 new

missed	Ben Ong · 1002	09:42 today	left v-mail	☎ Call back
missed	+65 3159 0042	09:15 today	no message	☎ Call back

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The missed-calls badge — the red 2 beside Recent Calls. It counts new, not-yet-seen missed calls; opening this screen clears it.
The Missed filter, active — the highlighted Missed button means the list is narrowed to missed calls only. Select All to see everything again.
New count — 2 new mirrors the badge, so you can confirm at a glance how many calls still need a reply.
Message marker — tells you whether the missed caller left a voicemail ( left v-mail) or simply hung up ( no message). The first sends you to Voicemail (Chapter 05) before you call back.
Call back — returns the call in one tap. The brightest button is on the call that left a message, nudging you to listen first, then call.

Figure 6.2 — Recent Calls filtered to Missed, with the badge, the new-count and the “left a message” marker that ties a missed call to its voicemail.

Do-Not-Disturb still records a missed call

If you have Do-Not-Disturb switched on (Chapter 07), callers go straight to voicemail without your phone ringing — but the attempt is still logged as a missed call so you know who tried while you were heads-down. Turning DND off does not change anything already in your history.

CloudCX — User GuideCh. 06 · Recent Calls

CloudCX — User Guide

Ch. 06 · Recent Calls

6.3.2 Procedure — review and clear missed calls

Notice the badge. A red number beside Recent Calls tells you how many new missed calls are waiting.
Open Recent Calls and select the Missed filter so only missed calls are shown.
Check for messages. For each row, read the message marker. If it says left v-mail, open Voicemail (Chapter 05) and listen before you reply — the caller may have already told you what they need.
Call back. Tap ☎ Call back on the row to return the call (full detail in § 6.4).
Confirm the badge has cleared. Once you have viewed the list, the new-missed badge disappears on the next refresh. The calls remain in your history; only the “new” marker is gone.

Worked example — Alice clears her two missed calls

The badge reads 2. Alice opens Recent Calls, taps Missed, and sees two rows. The first, from Ben Ong (1002) at 09:42, is marked left v-mail — so she opens Voicemail, hears Ben ask her to approve a quote, then comes back and taps ☎ Call back. Ben answers; she confirms the approval in thirty seconds. The second missed call, from +65 3159 0042, is marked no message; she calls it back to find out who it was. With both handled, the badge is gone. The two calls still sit in her history, now showing as ordinary missed entries.

Listen before you call back

When a missed call is marked left a message, play the voicemail first. Half the time the caller has already said everything you need — you can reply with the answer in hand instead of opening with “you called?”.

6.4 Calling someone back

The whole point of a call log is to act on it, so calling back is built into every row. You can do it from the portal’s Recent Calls screen, or from the softphone’s History tab — both place the call on your softphone and add a fresh outgoing entry to your history.

6.4.1 Calling back from the portal

Every row in Recent Calls ends with a Call button. Tapping it dials the other party — a colleague’s extension, a team pilot number, or an outside number — on your softphone, exactly as if you had typed it on the dialpad.

Find the call in the list. Open Recent Calls and locate the row for the person or number you want to reach (use Missed or search to narrow it — § 6.5).
Tap Call. Select ☎ Call on that row. Your softphone places the call and opens its in-call screen.
Talk, then hang up. When you are done, end the call as usual. A new out entry appears at the top of your history.

Calling back an outside number needs an outside line

Calling a colleague back (any extension or team number) always works. Calling an outside number back — such as +65 3159 0042 — goes out over your organisation’s phone line, so it works only where your company has connected one. If outside calling is not available to you, the Call button on an external row is unavailable and a short note explains why.

CloudCX — User GuideCh. 06 · Recent Calls

CloudCX — User Guide

Ch. 06 · Recent Calls

6.4.2 Calling back from the softphone’s History tab

Your call history travels with you onto the phone itself. In the softphone at my.cloudcomms.app/phone, the History tab shows the same list — in, out and missed — so you can return a call without opening the portal at all. This is the quickest route when you are already on the phone.

my.cloudcomms.app/phone

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The History tab — selected here (highlighted at the foot). It shows the same in/out/missed list as the portal’s Recent Calls, on the phone itself.
The same filters — All and Missed, just as in the portal, so you can jump straight to the calls you owe.
Each entry — a coloured direction dot, the party’s name or number, and the time (and duration, for connected calls), compact for a phone screen.
Tap to call back — the ☎ button on a row dials that person on the spot; the call opens in the in-call screen as normal.

Figure 6.3 — The softphone’s History tab: your call log on the phone, with the same filters and one-tap call-back as the portal.

Open the softphone at my.cloudcomms.app/phone and confirm it shows registered.
Select History. Tap the History tab at the foot of the app.
Find the call — scroll the list, or tap Missed to show only missed calls.
Tap the call button. Tap the ☎ on the row. The softphone dials and opens the in-call screen.

Worked example — Alice returns Ben’s call from the phone

Alice is already in the softphone. Rather than switch to the portal, she taps History, sees Ben’s missed call from 09:42 at the top, and taps the ☎ beside it. The phone dials 1002; Ben picks up; they sort out the quote. When she hangs up, a new out call to Ben appears at the top of both the History tab and the portal’s Recent Calls — one history, two windows.

One history, kept in step

Recent Calls in the portal and History in the softphone are the same log shown in two places. A call you make on the phone shows up in the portal, and a call-back you start from the portal opens on the phone. There is nothing to sync by hand — both stay current on their own.

CloudCX — User GuideCh. 06 · Recent Calls

CloudCX — User Guide

Ch. 06 · Recent Calls

6.5 Finding a call, and good habits

Most of the time the call you want is near the top of the list. When it is not — you are looking for a call from last week, or every call with one person — the filter and search controls find it fast. This section covers them, then a few habits that keep your history useful.

6.5.1 Filtering and searching

Two controls narrow the list:

Filter buttons

All shows every call; Missed shows only the calls you did not answer. Switching between them never changes your history — it only changes what is shown. Missed is the one you will reach for most.

Search

The search box at the top filters by name or number as you type. Search Ben to see every call with Ben Ong; search 6000 to see every call to or from the Sales group; search part of a number to find an outside caller.

Table 6.3 — Quick ways to find what you need in Recent Calls
You want…	Do this
Just the calls you missed	Tap the Missed filter.
Every call with one colleague	Search their name (e.g. Ben) or extension (e.g. 1002).
A specific outside number	Type part of the number into search (e.g. 0042).
The full picture again	Clear the search box and tap All.
To call someone back fast	Filter or search to the row, then tap Call.

Search a name to see a whole conversation history

Searching a colleague’s name gathers every call you have had with them — in, out and missed — in one view. It is a quick way to recall “when did we last speak, and for how long?” before you pick up the phone.

6.5.2 Good habits and edge cases

A few points worth knowing keep Recent Calls accurate and useful:

The log records what your line did. If a call to you was forwarded elsewhere by your call-handling rules (Chapter 07), or answered by a colleague in your ring group, it may show as missed on your own line even though the caller reached someone — because you did not take it. That is expected.
A short connected call is not a missed call. A duration like 0:04 means the call was answered, just very briefly. Only a dash means no-one picked up.
Withheld numbers can’t be called back. If the other party hid their number, there is nothing to dial — the Call button is unavailable for that row (§ 6.2.2).
Your history is private and read-only. You cannot edit an entry, and no-one else can see your log. It is a faithful record, kept for you.

Missed on your line can still mean “handled”

Because the log is about your line, a call your rules forwarded to your mobile, or that a teammate picked up from the same ring group, can appear as missed for you. Before chasing it, check whether it was meant to ring elsewhere — the caller may already have been looked after.

Try it — read your log and return a call

A two-minute exercise to make the whole chapter stick. Nothing here can go wrong.

Open my.cloudcomms.app and go to My line›Recent Calls.
Read the top row out loud as four facts: direction, who, when, duration (as in § 6.2.3).
Tap Missed. Note whether any missed call is marked left v-mail; if so, you would listen first (Chapter 05).
Pick a colleague’s past call and tap Call to ring them back (or call the echo test 9196 if you would rather not disturb anyone).
Hang up and confirm a new out entry has appeared at the top of the list.

Done when: you can read any row at a glance, you have filtered to Missed and back, and you have placed a call-back that then appeared in your history.

Next chapter

You can now read your history and return any call. If you would rather some calls never reach voicemail in the first place — forwarding to a mobile when you are busy, or following you across devices — Chapter 07: Call handling shows you how to steer calls before they are ever missed.

CloudCX — User GuideCh. 06 · Recent Calls

CloudCX — User Guide

Ch. 07 · Call handling

Chapter 07

Call handling — be reachable your way

Call handling is where you decide what happens to a call the moment it reaches your line — before it ever rings, while it is ringing, and after it goes unanswered. From one screen, Control›Call Handling, you can send everyone straight to voicemail with do-not-disturb, push every call to another number with forward-all, or build a smart fallback ladder — find-me / follow-me — that rings your desk first, then your mobile, then drops to voicemail. These rules are not cosmetic: CloudCX’s call engine renders live routing from exactly what you save here, so the next caller is treated by your new rule the instant you save it. This chapter walks the screen end-to-end: the overview and the routing order (§ 7.1), do-not-disturb (§ 7.2), forward-all / find-me (§ 7.3), the conditional busy / no-answer / unreachable rules with sequential follow-me (§ 7.4), a fully worked “desk → mobile → voicemail” example (§ 7.5), and a precedence & troubleshooting reference (§ 7.6).

7.1 The Call Handling screen

Open the screen from Control›Call Handling. It gathers every reachability rule for your extension into one place, grouped top-to-bottom in the order the call engine reads them. At the top sits the single switch that overrides everything — do-not-disturb. Below it is forward-all (also called find-me), the “ring somewhere else instead” switch with its destination. At the foot are the three conditional rules — what to do when your line is busy, when it does not answer, and when it is unreachable — each of which can hand off to a single number or to a sequential follow-me ladder that tries several numbers in turn before voicemail catches the call. You never have to leave this screen to set up any routing scenario in this guide.

my.cloudcomms.app

CloudCXVoiceMy line

My line

My Phone1001

Voicemail3

Recent Calls28

Control

Call Handling

My Devices2

Conferences1

LINE ACTIVE

Acme Corp · ext 1001

// control

Call Handling

Decide how calls reach you — do-not-disturb, forwarding and find-me / follow-me.

Save changes

Do-Not-Disturb

off — calls ring your devices as normal

Forward all calls (find-me)

off — destination +65 9xxx xxxx (not active)

Fallback rules

follow-me

no answer 20s → mobile +65 9123 4567 → voicemail · busy → voicemail · unreachable → voicemail

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Call Handling in the rail — the active item under Control. This is the only screen in the portal that changes how live calls are routed to you; everything else in Control is about devices and conferences.
Save changes — commits the whole screen. Nothing you toggle takes effect until you save; once you do, the very next caller is handled by the new rules (see § 7.1.1).
Do-Not-Disturb switch — the master override. When on, callers skip every device and ladder and go straight to voicemail (§ 7.2). Here it is off.
Forward-all (find-me) switch — when on, calls ring a single destination you choose instead of your devices (§ 7.3). Here it is off, with a destination saved but not active.
Do-Not-Disturb state line — a plain-language summary of what the rule does right now, so you are never guessing what is live.
Fallback rules — the busy / no-answer / unreachable conditions, each with its target or a follow-me ladder ending in voicemail (§ 7.4). Here: ring 20 s, then mobile, then voicemail.

Call Handling for extension 1001 — do-not-disturb and forward-all both off, with a no-answer follow-me ladder ready underneath.

CloudCX — User GuideCh. 07 · Call handling

CloudCX — User Guide

Ch. 07 · Call handling

7.1.1 The order the engine reads your rules

Every rule on this screen is read in a fixed order for each incoming call, and the first rule that applies wins — the engine stops looking once a call has somewhere to go. Understanding this ladder is the key to predicting exactly what a caller will experience, so it is worth committing to memory. CloudCX evaluates, top to bottom:

Do-Not-Disturb. If DND is on, the call is sent straight to voicemail. No device rings, no forward-all, no fallback ladder — DND short-circuits everything else (§ 7.2).
Forward-all (find-me). If DND is off and forward-all is on, the call rings only your forward-all destination instead of your devices (§ 7.3). Your own devices do not ring at all.
Ring your registered devices. If neither override is on, the call rings every registered device on your extension — desk phone and softphone together — for the no-answer ring time.
The conditional fallback rules. Depending on why the device leg ended, the engine applies the matching rule: busy, no-answer (the ring time elapsed) or unreachable (no device was registered). Each rule either rings a single target, or runs a follow-me ladder of targets in turn (§ 7.4).
Voicemail. The universal safety net. If a fallback rule has no further target — or its ladder is exhausted — the caller lands in your voicemail and can leave a message, which appears as visual voicemail and is emailed to you (see Ch. 5).

Rules take effect immediately on save

CloudCX’s call engine renders the live routing for each call at the moment the call arrives, from the configuration you last saved. There is nothing to publish, reboot or wait for: the instant you select Save changes, the next inbound call follows the new rules. A call that is already ringing or connected when you save is unaffected — changes apply to the next call, not the one in progress.

7.1.2 Anatomy of the screen

Three blocks make up Call Handling. The table below names each, what it controls and where in the ladder it sits, so you can map any goal to the right control before you touch anything.

Block	Control	What it does	Ladder position
Do-Not-Disturb	A single on/off switch.	Sends every caller straight to voicemail; silences all devices.	First — overrides all others.
Forward-all (find-me)	Switch + one destination field.	Rings one chosen number instead of your devices.	Second — only if DND is off.
No-answer	Ring-time + target or follow-me ladder.	Acts when your devices ring but no one picks up in time.	After the device leg times out.
Busy	Target or follow-me ladder.	Acts when your line is already engaged / rejects the call.	After the device leg returns busy.
Unreachable	Target or follow-me ladder.	Acts when no device is registered to ring at all.	Instead of the device leg.

Read the state lines, not just the switches

Each block prints a plain-language state line beneath its switch (for example off — calls ring your devices as normal). When you want to know what a caller will actually hit right now, read those lines top to bottom — they are the screen telling you the live outcome in words.

CloudCX — User GuideCh. 07 · Call handling

CloudCX — User Guide

Ch. 07 · Call handling

7.2 Do-Not-Disturb — send callers straight to voicemail

Do-Not-Disturb (DND) is the simplest and most powerful control on the screen. When it is on, CloudCX stops ringing every device on your extension and sends each caller straight to your voicemail, where they hear your greeting and can leave a message. It is the right choice when you genuinely do not want to be interrupted — a meeting, focus time, after hours, or while you are on leave — but you still want callers caught gracefully rather than hearing endless ringing. Because DND sits first in the ladder (§ 7.1.1), it overrides forward-all and every fallback rule: turn it on and nothing else on the screen matters until you turn it off again.

my.cloudcomms.app

CloudCXVoiceMy line

My line

My Phone1001

Voicemail3

Recent Calls28

Control

Call Handling

My Devices2

Conferences1

DND ON

Acme Corp · ext 1001

// control · do-not-disturb

Do-Not-Disturb

Silence every device and send callers straight to voicemail.

Save changes

Do-Not-Disturb

ON — all callers go straight to voicemail · no device rings

Forward all calls (find-me)

overridden by DND

paused while Do-Not-Disturb is on

Fallback rules

overridden by DND

paused — callers never reach the ladder while DND is on

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DND switch ON — the gradient fill shows the switch is engaged. Save to make it live.
State line — spells out the outcome: every caller goes straight to voicemail and no device rings.
Other rules paused — while DND is on, forward-all and the fallback ladder are shown as overridden by DND; their settings are kept, just not used.
Footer flips to DND ON — the line-status footer mirrors the master state, so DND is visible from anywhere in the portal.

Do-Not-Disturb engaged — forward-all and the fallback rules are retained but paused beneath it.

7.2.1 Procedure — turn Do-Not-Disturb on and off

Open the screen. Go to Control›Call Handling.
Toggle Do-Not-Disturb on. Select the switch in the Do-Not-Disturb panel so it shows the gradient (on) state.
Save. Select Save changes. The state line should read ON — all callers go straight to voicemail and the footer should flip to DND ON.
Check your greeting is what you want. Callers will hear your voicemail greeting, so make sure it is current (set it under My line›Voicemail — Ch. 5).
Turn it off when you are available again. Return here, toggle the switch off and Save. Your devices ring normally on the next call, and any forward-all or fallback rules resume exactly as they were.

Worked example — Alice goes heads-down for an hour

Alice Tan (ext 1001, Acme Corp) needs an uninterrupted hour to finish a proposal. She opens Control›Call Handling, toggles Do-Not-Disturb on and selects Save changes. A minute later Ben Ong (ext 1002) calls her; his call does not ring her desk phone or softphone at all — he goes straight to her greeting and leaves a 20-second message. Alice sees it appear as visual voicemail in the portal and as an email. An hour later she toggles DND off and saves; the next call to 1001 rings her devices again, and the no-answer follow-me ladder she had configured earlier (§ 7.4) is back in force untouched.

DND beats forward-all — on purpose

If you have both DND and forward-all switched on, callers go to voicemail, not to your forward-all destination — DND is first in the ladder and wins. If your intent was “send my calls to my mobile,” turn DND off and use forward-all alone (§ 7.3). DND means “leave me a message”; forward-all means “ring me elsewhere.”

Remember to turn it back on… meaning off

The commonest DND mistake is leaving it on and wondering why no calls arrive. If colleagues say you are not ringing and you cannot reach yourself, check this switch first — the footer’s DND ON badge is your tell. Toggling DND from the softphone (where available) keeps it and the portal in lockstep.

CloudCX — User GuideCh. 07 · Call handling

CloudCX — User Guide

Ch. 07 · Call handling

7.3 Forward-all / find-me — ring another number

Forward-all — also labelled find-me — rings a single destination of your choosing instead of your own devices. Turn it on, enter where you want calls to land, and from the next call onward your desk phone and softphone stay silent while the chosen number rings. It is the rule for “I am away from my desk but still want to take calls” — working from home on your mobile, covering for a colleague, or routing your line to a teammate while you travel. The destination can be another extension (for example a colleague’s 1002) or, when your organisation has a carrier connected, an external number such as your mobile +65 9123 4567.

my.cloudcomms.app

CloudCXVoiceMy line

My line

My Phone1001

Voicemail3

Recent Calls28

Control

Call Handling

My Devices2

Conferences1

FORWARDING

Acme Corp · ext 1001

// control · forward-all

Forward all calls (find-me)

Ring one chosen number instead of your own devices.

Save changes

Forward all calls (find-me)

Forward to+65 9123 4567

External number · rings your mobile · DND is off so this rule is live

Fallback rules

after forward target

if the forward target is unanswered/busy → voicemail

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Forward-all switch ON — calls will ring the destination below instead of your devices (provided DND is off).
Forward-to field — the single destination: an extension, or an external number when a carrier is connected. Here it is the mobile +65 9123 4567.
Help line — confirms the destination type and that the rule is live because DND is off.
What happens after — if the forward target itself does not answer or is busy, the caller falls through to your voicemail, so a call is never simply lost.

Forward-all set to a mobile — the line’s devices stay silent while +65 9123 4567 rings.

7.3.1 Procedure — forward all your calls to another number

Open the screen. Control›Call Handling. Make sure Do-Not-Disturb is off — if it is on, forward-all is overridden (§ 7.2).
Turn forward-all on. Toggle the Forward all calls (find-me) switch to the on state.
Enter the destination. In Forward to, type an extension (e.g. 1002) or an external number in full international format (e.g. +65 9123 4567). External numbers require a connected carrier.
Save. Select Save changes. The footer flips to FORWARDING and the next caller rings the destination, not your devices.
Test it. From the softphone or another phone, call your extension 1001 and confirm the forward destination rings. When you no longer need it, toggle forward-all off and Save.

Worked example — Alice works from home for the day

Alice will be home all day and wants calls on her mobile. She opens Call Handling, confirms DND is off, toggles Forward all calls on, enters +65 9123 4567 in Forward to, and saves. A client then dials her DID +65 3159 0010; the call rings her mobile rather than her desk. She answers and the conversation proceeds normally. Later her mobile is in a tunnel and a second caller gets no answer there — that caller falls through to Alice’s voicemail, so nothing is dropped. At the end of the day Alice toggles forward-all off and saves; her desk phone and softphone ring again from the next call.

External forwarding needs a carrier — and avoid loops

Forwarding to an external number (a mobile or landline) works only when your organisation has a carrier / SIP trunk connected; forwarding to an internal extension always works. Never forward your line to a number that forwards back to you — for example two colleagues forwarding to each other — or you create a routing loop that the engine will cut to voicemail. When forwarding to a colleague, agree it with them first so their own rules do not bounce the call straight back.

7.3.2 Forward-all versus follow-me — which to use

Both rings somewhere other than your desk, but they answer different questions. Use forward-all when you want only the other number to ring — your devices stay silent. Use a follow-me ladder (§ 7.4) when you want your devices to ring first and only then roll to another number. The table makes the choice quick.

You want…	Use	Behaviour
Only my mobile to ring, not my desk	Forward-all (§ 7.3)	Devices silent; one destination rings; voicemail if unanswered.
My desk first, then my mobile, then voicemail	No-answer follow-me (§ 7.4)	Devices ring for a set time, then each ladder target in turn, then voicemail.
Nobody to ring — just take a message	Do-Not-Disturb (§ 7.2)	Straight to voicemail; no device or number rings.

CloudCX — User GuideCh. 07 · Call handling

CloudCX — User Guide

Ch. 07 · Call handling

7.4 Busy, no-answer and unreachable rules

The three conditional rules at the foot of the screen are what make CloudCX forgiving: they catch a call after your devices have had their chance, and decide what happens next based on why the call was not taken. Unlike forward-all, they do not silence your devices — your phone rings first, and these rules are the safety net underneath. Each condition can hand the call to a single number, or to a sequential follow-me ladder (§ 7.4.2) that tries several numbers one after another before voicemail. Configure each one independently — you might let a busy line go straight to voicemail but give a no-answer a full follow-me chase to your mobile.

Condition	When it fires	Typical setting
No answer	Your devices rang but no one picked up before the ring time elapsed (you set the seconds — e.g. 20 s).	Follow-me to your mobile, then voicemail — the most-used rule.
Busy	Your line is already engaged, or a device actively rejects/declines the call.	Straight to voicemail, or forward to a colleague who can cover.
Unreachable	No device is registered at all — softphone closed and desk phone off/offline — so there is nothing to ring.	Voicemail, or follow-me to your mobile so you are reachable even with no device online.

7.4.1 The no-answer ring time

The no-answer rule has one extra setting the others do not: the ring time — how many seconds your devices ring before the call is treated as unanswered and the rule fires. Twenty seconds (about four or five rings) is a sensible default: long enough to reach for the phone, short enough that a caller is not left hanging. Set it too high and callers wait uncomfortably before rolling to your mobile or voicemail; too low and you will miss calls you could have answered. Choose a value that matches how quickly you can realistically pick up where you sit.

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Ring time — how long your devices ring before “no answer” is declared. Here 20 seconds.
Then — what happens once the ring time elapses: a single target, or a Sequential follow-me ladder (chosen here; built in § 7.4.2).
Final catch — where the call lands if the ladder runs out: your voicemail box 1001. This guarantees no call is dropped.
Save rule — commits this condition. As with the whole screen, it is live from the next call once saved.

The No-answer rule editor — ring 20 s, then a follow-me ladder, with voicemail as the final catch.

“Unreachable” is not the same as “no answer”

If your softphone is closed and your desk phone is off, there is nothing to ring — that is unreachable, and the engine skips the device leg entirely and applies your unreachable rule at once (no 20-second wait). No answer only applies when a device was registered and rang but went unanswered. Setting both to a sensible target — usually voicemail or your mobile — means callers are handled well whether or not you happen to have a device online.

CloudCX — User GuideCh. 07 · Call handling

CloudCX — User Guide

Ch. 07 · Call handling

7.4.2 Sequential follow-me — chase a call across numbers

A sequential follow-me ladder rings a list of destinations one after another, each for its own ring time, until someone answers or the list is exhausted — at which point the call lands in voicemail. It is the rule behind “ring my desk, then my mobile, then take a message.” You build the ladder as an ordered list of legs; each leg is a number (an extension or, with a carrier, an external number) and how long to ring it. The engine walks the legs top to bottom: leg 1 rings for its time, and only if it is not answered does leg 2 start ringing, and so on. Reorder the legs to change the chase order; the order on screen is the order callers experience.

my.cloudcomms.app

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Leg 1 — your devices. The first leg rings your own extension 1001 (desk phone and softphone together) for 20 s.
Leg 2 — your mobile. Only if leg 1 goes unanswered does this leg ring +65 9123 4567 for a further 20 s.
Final — voicemail. The mandatory last stop: if every leg is unanswered, the caller reaches voicemail box 1001.
Add leg / reorder. Add intermediate legs (a colleague, a second mobile) and drag to set the chase order. The on-screen order is the live order.

A two-leg follow-me ladder — devices (20 s), then mobile (20 s), then voicemail.

7.4.3 Procedure — build a follow-me ladder

Open the No-answer rule. On Call Handling, in the Fallback rules panel, open the No answer condition and set Then to Sequential follow-me.
Set leg 1 to your devices. Leave the first leg as My devices (your extension) and give it a ring time — e.g. 20 seconds.
Add leg 2. Select + Add leg, enter your mobile +65 9123 4567, and give it a ring time — e.g. another 20 seconds.
Add more legs if you need them, in the order you want them tried — for example a colleague’s extension as leg 3. Drag to reorder; the top leg rings first.
Confirm voicemail is the final stop. The ladder always ends in your voicemail so a missed call still leaves a message. Select Save ladder, then Save changes on the main screen.

Keep ladders short — mind the total ring time

A caller waits through every leg’s ring time in turn, so the times add up: two 20-second legs is 40 seconds before voicemail, three is a full minute. Most callers will not hold that long. Two legs (devices, then mobile) suits almost everyone; reserve a third leg for genuine escalation, and keep each leg to 15–20 seconds so the chase stays brisk.

A mobile’s own voicemail can swallow the chase

If a follow-me leg rings your mobile and your mobile carrier’s voicemail answers it (because your handset is off or out of coverage), that leg counts as answered — the caller lands in your mobile’s voicemail, not CloudCX’s, and later legs never run. To keep messages in CloudCX’s visual voicemail, either disable your mobile carrier’s voicemail or keep its ring time shorter than the mobile’s own “divert to voicemail” delay.

CloudCX — User GuideCh. 07 · Follow-me

CloudCX — User Guide

Ch. 07 · Call handling

7.5 Worked example — ring my desk 20 s, then my mobile, then voicemail

This is the single most-requested setup, so we build it end-to-end with real values. The goal: a call to Alice Tan (ext 1001, Acme Corp) should ring her devices for 20 seconds; if she does not pick up, it should ring her mobile +65 9123 4567 for 20 seconds; and if that too goes unanswered, the caller should reach her CloudCX voicemail to leave a message. We use a no-answer follow-me ladder (§ 7.4.2) — not forward-all — precisely because we want her own devices to ring first.

7.5.1 Build it

Open Call Handling and clear the overrides. Control›Call Handling. Make sure Do-Not-Disturb is off and Forward-all is off — either one would stop the devices ringing first.
Open the No-answer rule and set Ring my devices for to 20 seconds, then set Then to Sequential follow-me.
Leg 1 = devices. Confirm the first leg is My devices · ext 1001 at 20s.
Leg 2 = mobile. Add a leg, enter +65 9123 4567, ring time 20s.
Final = voicemail. Confirm the ladder ends at Voicemail · box 1001. Save the ladder, then Save changes.

7.5.2 What a caller experiences

Ben Ong (ext 1002) dials Alice. Here is the exact timeline the call engine renders from the saved configuration:

Time	Stage	What happens
0–20s	Leg 1 — devices	Alice’s desk phone and softphone ring together. If she answers, the call connects and the ladder stops.
20–40s	Leg 2 — mobile	Her devices stop; her mobile +65 9123 4567 rings. If she answers, it connects and the ladder stops.
40s+	Final — voicemail	Neither answered, so Ben reaches Alice’s greeting and leaves a message — visible as visual voicemail and emailed to her.

Worked example — the three possible outcomes

Alice at her desk: Ben’s call rings her softphone, she answers within a few rings, done — legs 2 and voicemail never run. Alice stepped out: her devices ring unheard for 20 s, then her mobile rings; she answers in the corridor and takes the call — voicemail never runs. Alice in a meeting with her phone on silent: devices ring 20 s, mobile rings 20 s, both unanswered, and at the 40-second mark Ben records a message that Alice picks up afterwards from her visual voicemail. In all three cases Ben is handled gracefully, and Alice never misses the substance of the call.

Add busy and unreachable for full coverage

The ladder above covers no answer. For completeness, set Alice’s busy rule to Voicemail (if she is already on a call, the next caller should not chase her mobile mid-conversation) and her unreachable rule to Mobile then voicemail (so she is still reachable if no device is online). Three rules, each suited to its situation, and Alice is reachable “her way” around the clock.

Try it — build and test your own ladder

On your own line, build a no-answer follow-me: devices for 20 s, then a second number you control for 20 s, then voicemail. Save. From the softphone or another phone, call your extension and do not answer: feel the call ring your devices, roll to the second number after about 20 seconds, and finally reach voicemail if you ignore that too. Then answer at the second number on a fresh call to confirm leg 2 connects. When you are happy, set the ring times and legs you actually want for daily use.

CloudCX — User GuideCh. 07 · Worked example

CloudCX — User Guide

Ch. 07 · Call handling

7.6 Precedence, best practice and troubleshooting

This closing section is your quick reference: how the rules combine when more than one is set, the habits that keep your routing predictable, and what to check when a call does not go where you expected.

7.6.1 How the rules combine (precedence)

When several rules are configured, CloudCX resolves them in the fixed order from § 7.1.1. The table below is that order as a lookup — read it top to bottom and stop at the first row whose condition is true; that row decides the call.

#	If this is true…	The caller is…
1	Do-Not-Disturb is on	sent straight to voicemail — nothing else is consulted.
2	DND off and Forward-all is on	rung at your forward-all destination only; your devices stay silent.
3	Neither override on, devices registered	rung on all your devices for the no-answer ring time.
4a	Devices rang, none answered in time	handled by your No-answer rule (single target or follow-me).
4b	Your line was busy	handled by your Busy rule.
4c	No device was registered	handled by your Unreachable rule.
5	A rule’s target/ladder is exhausted	left in voicemail — the universal safety net.

7.6.2 Best practice

Always end in voicemail. Make sure every condition ultimately lands in voicemail so a call is never silently lost. CloudCX defaults to this; keep it that way unless you have a deliberate reason not to.
Keep your greeting current. DND, busy and exhausted ladders all play your voicemail greeting — record one that names you and sets expectations (Ch. 5).
Mind the cumulative ring time. Long or many follow-me legs make callers wait. Two legs at 15–20 s each is a good balance (§ 7.4.2).
Match the rule to the situation. DND for “leave a message,” forward-all for “ring me elsewhere only,” follow-me for “ring me here first, then elsewhere.”
Turn temporary rules off again. DND and forward-all are easy to forget. If you are unexpectedly not ringing, check those two switches and the footer badge first.
Use the state lines to verify. After saving, read each block’s plain-language state line to confirm the live outcome is what you intended (§ 7.1.2).

7.6.3 Troubleshooting

Symptom	Likely cause	What to do
No calls ring me at all	Do-Not-Disturb is on (footer shows DND ON).	Turn DND off and Save (§ 7.2).
My devices never ring; another number does	Forward-all is on.	Turn forward-all off if you want your devices to ring (§ 7.3).
Calls go to voicemail too quickly	No-answer ring time set too low.	Raise the ring time (e.g. to 20 s) in the No-answer rule (§ 7.4.1).
My mobile never gets the chased call	Earlier leg “answered” (e.g. desk picked up), or external forwarding has no carrier.	Confirm a carrier is connected for external legs; check leg order (§ 7.4.2).
Messages land in my mobile’s voicemail, not CloudCX	Mobile carrier voicemail answered the follow-me leg.	Shorten the leg’s ring time or disable the mobile’s own voicemail (§ 7.4.2).
Callers reach voicemail instantly with no ring	Line unreachable — no device registered — with unreachable set to voicemail.	Open the softphone or wake the desk phone (check My Phone registration, § 2.2.2).
A change didn’t seem to apply	You did not Save, or you tested the call that was already ringing.	Select Save changes; test with a new call (§ 7.1.1).

What you control, and what your admin controls

Everything in this chapter is yours to set on your own line, with no ticket needed. Tenant-wide routing — ring groups such as the Sales pilot 6000, auto-attendants, and which DID rings your extension — is configured by a tenant administrator in the operator console, not from your portal. If a call should reach you via a ring group or an auto-attendant and does not, your personal rules here are usually fine; raise that one with your administrator.

CloudCX — User GuideCh. 07 · Reference

CloudCX — User Guide

Ch. 08 · Devices & security

Chapter 08

Devices, conferences, profile and security

This final chapter on managing your line gathers the three screens that decide where you ring, how you meet, and who you are to the rest of CloudCX. You will learn to read and name the phones registered to your extension under My Devices; to find a conference room’s dial-in details and join it cleanly under Conferences; and to keep your account safe under profile & security on My Phone — changing your password and choosing the number shown as your outbound caller-ID. We close with a short set of security habits that cost a minute and save a great deal. Two of these screens, My Devices and Conferences, live in the Control group of the navigation rail; profile & security lives on My Phone in the My line group (see § 2.3).

8.1 Overview — the three screens in this chapter

By now you have made and taken calls (Ch. 3–4), listened to voicemail (Ch. 5), reviewed your history (Ch. 6) and shaped how you are reached (Ch. 7). What remains are the screens that sit behind all of that: the inventory of devices that actually ring, the meeting rooms you dial into, and the credentials and identity that protect and represent your line. None of these change often — you might rename a device once, set your caller-ID once, change your password a few times a year — but each one matters when it matters, so it is worth knowing exactly where they are and how they behave.

My Devices (§ 8.2)

The SIP devices registered to your extension — your desk phone, the softphone PWA, a second handset at home. See each one’s live registration state, give it a friendly name, and learn how to bring an offline device back without a support ticket.

Conferences (§ 8.3)

The meeting rooms you can join and their dial-in details — room number, the access PIN, and the external dial-in number if your tenant has a carrier. Join from the softphone, a desk phone, or by external dial-in.

Profile & security (§ 8.4)

On My Phone: change your password and choose which of your numbers is shown as your outbound caller-ID. The two settings that decide how safe your account is and how you appear to the people you call.

Good security habits (§ 8.5)

A short, practical checklist — strong unique passwords, the one-time login code, signing out on shared machines, spotting phishing, and what to do the moment you suspect your account is compromised.

Throughout, this guide writes a destination as a path chip. Control›My Devices means “in the Control group of the rail, select My Devices”; My line›My Phone means “in the My line group, select My Phone.” Each section opens on the screen named in its first path chip, drawn as a faithful mockup with numbered markers, then numbered steps, then a worked example with real values.

Your portal only ever shows your own line

Everything in this chapter is scoped strictly to you (see § 2.4.2). You manage your devices, see the conference rooms you may join, and change your password — never anyone else’s. Tenant-wide jobs such as creating a conference room, or adding a brand-new device to your extension from scratch, are operator tasks performed in the admin console by your tenant administrator.

CloudCX — User GuideCh. 08 · Devices

CloudCX — User Guide

Ch. 08 · Devices & security

8.2 My Devices — the phones registered to your line

A device is any phone bound to your extension that can register to CloudCX and ring when you are called — a physical desk handset, the softphone PWA in your browser, a softphone installed on your mobile, or a second desk phone at home. Your extension can have several devices at once, and when more than one is registered they all ring together unless your call-handling rules say otherwise (Ch. 7). My Devices is the inventory: it lists every device on your line, shows whether each one is registered right now, lets you give each a friendly name so you can tell them apart, and is the first place to look when a phone stops ringing.

You do not create devices here. Adding a brand-new device — provisioning a desk phone, or issuing a fresh set of SIP credentials — is an operator task done in the admin console, where device secrets are shown reveal-once and never displayed again (your administrator handles this). In your portal you view, name and monitor the devices already assigned to you.

my.cloudcomms.app

CloudCXVoiceMy line

My line

My Phone1001

Voicemail3

Recent Calls28

Control

Call Handling

My Devices2

Conferences1

LINE ACTIVE

Acme Corp · ext 1001

// control

My Devices

The SIP devices registered to your extension and their live state.

Devices

2

on your line

Registered

1

ringing now

Name	Type	Last seen	Status
Alice — Softphone	browser softphone	now	registered
Desk phone (3F)	SIP	6m ago	idle

1

2

3

4

5

My Devices in the rail — the active item in the Control group; the count (here 2) is how many devices are bound to your extension.
Breadcrumb & scope — the screen title with a mono subtitle naming you and your extension, your constant reminder that this list is yours alone.
Device KPIs — how many devices are on your line and how many are registered (ringing) this second. When Registered is lower than Devices, one or more phones are offline.
Device name — a friendly label you choose so you can tell a desk phone from the softphone at a glance (see § 8.2.2).
Status pill — the live registration state of each device: registered, idle, or offline. This is the truth about whether that phone can ring now.

My Devices — the inventory of SIP devices on your extension, with live registration state.

8.2.1 Reading the device list

Each row is one device. The columns answer the questions you actually have when you open this screen — which phone is this, what kind is it, when did CloudCX last hear from it, and can it ring right now.

Column	What it tells you
Name	The friendly label for the device — for example Alice — Softphone or Desk phone (3F). You set this yourself (§ 8.2.2); a well-named list makes everything below easier to read.
Type	How the device connects: browser softphone for the softphone PWA (it registers over a secure WebSocket from the browser), or SIP for a physical desk phone or a native softphone app.
Last seen	When the device last checked in with CloudCX. now for a live device; a relative time (6m ago) for one that has gone quiet. A device that has not been seen for a while is almost certainly offline.
Status	The live registration state — the single most important column. See the state table below.

State	Meaning	Can it ring?
registered	The device has checked in and holds a live connection to CloudCX.	Yes — an incoming call rings it.
idle	Registered and reachable, simply not in a call at this moment.	Yes.
offline	Not currently connected — the app is closed, the handset is asleep or unplugged, or there is no network.	No — calls skip it and follow your handling rules (Ch. 7), then voicemail.

Registration is a heartbeat, not a one-time switch

A registered device re-checks in with CloudCX every so often. If a device loses its network or its app is closed, the next check-in is missed and the device flips to offline within a short while — which is why Last seen and Status are the columns to watch. The same registration state appears on My Phone (§ 2.2.2) and on the softphone’s own header (§ 2.3.1); all three are showing you the same underlying fact.

CloudCX — User GuideCh. 08 · Devices

CloudCX — User Guide

Ch. 08 · Devices & security

8.2.2 Procedure — name a device so you can tell them apart

When two or more phones share your extension, an unnamed list (“Device 1”, “Device 2”) tells you nothing useful. A friendly name — where the phone is, or what it is — turns the list into something you can read in a glance, which matters most when one device is offline and you need to know which.

Open the screen. In Control›My Devices find the device you want to label.
Edit its name. Select the device’s Rename (or the name field) and type a clear label — for example Desk phone (3F) or Mobile softphone.
Use a name that says where or what. Good names answer “which phone is this?” — a location (3F desk), a device kind (Softphone), or both. Avoid duplicates.
Save. The new name appears immediately in the list and anywhere else your devices are shown, such as the registration panel on My Phone.

Worked example — Alice labels her two phones

Alice Tan (ext 1001, tenant Acme Corp) has two devices but they read Device A and Device B, which tells her nothing. She opens Control›My Devices, renames the softphone entry to Alice — Softphone and the SIP entry to Desk phone (3F), and saves. Now the list reads clearly: Alice — Softphone · registered · now and Desk phone (3F) · idle · 6m ago. A week later, when a colleague says her desk phone did not ring, Alice opens this screen and sees in one line exactly which device was the problem.

8.2.3 Procedure — bring an offline device back

An offline device is the single commonest reason a colleague says you “did not ring” — and it is something you can almost always fix yourself in seconds, with no support ticket.

Confirm which device is offline. Open Control›My Devices and find the row showing offline or a stale Last seen.
For the softphone, open my.cloudcomms.app/phone (or launch the installed app) and let it register — its header should show registered (§ 2.3.1). If you are signed out, sign in again.
For a desk phone, check it is powered and on the network, then power-cycle it if needed. It re-registers automatically a few seconds after it boots.
Return to My Devices and confirm. The row should flip to registered and Last seen to now. If it does not after a couple of minutes, contact your administrator — the device may need re-provisioning in the admin console.

Multiple devices ring together

When more than one of your devices is registered, an incoming call rings all of them at once and you answer on whichever you reach first — answering on one stops the others ringing. If you would rather a call try one device and then another in turn, that is a call-handling job (find-me/follow-me, Ch. 7), not a device setting.

A device you no longer recognise

If a device appears on your line that you cannot account for — a name or type you never set up — treat it as a security matter. Do not assume it is harmless. Tell your administrator at once so they can investigate and, if needed, revoke its credentials in the admin console; then change your password (§ 8.4.1). Device secrets are issued reveal-once, so a stranger should never have one.

If you see…	Likely cause	What to do
A device shown offline	App closed, handset asleep/unplugged, or no network.	Open the softphone or wake the desk phone; confirm it returns to registered (§ 8.2.3).
Registered lower than Devices	One or more of your phones is offline.	Find the offline row and bring it back; expect both numbers to match when all phones are live.
A stale Last seen on a phone you are using	The device is on a flaky network and missing check-ins.	Switch to a stronger network (the softphone benefits from this most); on restrictive Wi-Fi, CloudCX relays media via TURN.
A device you do not recognise	Possible misconfiguration — or a security concern.	Tell your administrator immediately; change your password (§ 8.4.1).

CloudCX — User GuideCh. 08 · Devices

CloudCX — User Guide

Ch. 08 · Devices & security

8.3 Conferences — join a room and its dial-in details

A conference room is a fixed meeting place inside CloudCX with its own room number — like a permanent bridge that anyone with the details can dial into. Rooms are created and configured by your administrator in the admin console (member and moderator PINs, maximum participants); your portal lists the rooms you may join and gives you everything you need to get in: the room number you dial, the access PIN if one is required, and — when your organisation has a carrier connected — an external dial-in number so people outside CloudCX can join too. You join a room; you do not create or edit one here.

my.cloudcomms.app

CloudCXVoiceMy line

My line

My Phone1001

Voicemail3

Recent Calls28

Control

Call Handling

My Devices2

Conferences1

LINE ACTIVE

Acme Corp · ext 1001

// control

Conferences

The conference rooms you can join, with their dial-in details.

Sales standup

3 in room

room 3000 · PIN required · dial-in +65 3159 0030 · max 10

Room	Name	PIN	Status
3000	Sales standup	required	active
3010	All-hands	required	empty

1

2

3

4

5

Conferences in the rail — the active item in the Control group; the count is how many rooms you may join.
Room panel — the details for the selected room in one place: the room number you dial, whether a PIN is required, the external dial-in number (carrier-gated), and the participant limit.
Live occupancy — 3 in room tells you the meeting is already in progress; an empty room shows no occupants.
Room number — the internal number you dial from the softphone or a desk phone to enter the room (here 3000).
Room status — active means people are in it now; empty means it is available and waiting.

Conferences — the rooms you can join, each with its room number, PIN and dial-in details.

8.3.1 What the room details mean

Detail	Meaning
Room number	The internal number you dial to enter — for example 3000. Anyone on your tenant dials this from a CloudCX device; it works without a carrier.
PIN	An access code the room may ask for after you dial in. There can be a member PIN (to enter) and a separate moderator PIN (extra control). PINs are set by your administrator and are hashed — if you have forgotten yours, ask them; nobody can read it back to you.
Dial-in number	An external number people outside CloudCX can call to reach the room — for example +65 3159 0030. Available when your organisation has a carrier/SIP trunk connected; without one, the room is reachable internally only.
Max members	The most people the room holds at once. If a room is full you cannot join until someone leaves.

CloudCX — User GuideCh. 08 · Conferences

CloudCX — User Guide

Ch. 08 · Devices & security

8.3.2 Procedure — join a conference room

Joining is just dialling the room number on any of your devices and entering the PIN if asked. The mockup below shows the softphone dialling room 3000; the steps work the same on a desk phone.

my.cloudcomms.app/phone

1

2

3

Registration pill — the softphone must show registered before you can dial in. If it does not, register first (§ 8.2.3).
Dial the room number — type the room (here 3000) and select Call. The helper line confirms you are dialling the conference, not a person.
Keypad for the PIN — once connected, open the in-call keypad to type the access PIN as DTMF tones if the room asks for one (§ 4 covers DTMF).

Joining a conference from the softphone — dial the room number, then enter the PIN on the keypad.

Find the room. Open Control›Conferences and note the room number and whether a PIN is required.
Dial the room number. On the softphone (or a desk phone) dial the room — for example 3000 — and place the call as you would any other.
Enter the PIN if asked. If the room is protected, the bridge prompts for a PIN. Open the in-call Keypad and type the member PIN as DTMF, finishing with # if prompted.
You are in. You join the room and hear who is present. Use mute, hold and the other in-call controls (Ch. 4) just as on any call; hang up to leave.

Worked example — Alice joins the Sales standup, and a partner dials in

At 9 a.m. Alice opens Control›Conferences and sees Sales standup, room 3000, PIN required, dial-in +65 3159 0030, 3 in room. On her softphone she dials 3000, selects Call, and when the bridge asks for the PIN she opens the keypad and types 4417#. She is in. Meanwhile an external partner who is not a CloudCX user dials the dial-in number +65 3159 0030 from their mobile and enters the same member PIN — possible because Acme has a carrier connected. Both are in the one room; Alice mutes herself while she is not speaking using the in-call controls.

Share the dial-in details, not your PIN casually

To invite someone, send them the room number (for internal colleagues) or the dial-in number (for external guests) together with the member PIN. Treat the PIN like any access code — share it only with the people who should be in the meeting, and ask your administrator to rotate it if it has spread too widely.

External dial-in needs a carrier

The internal room number always works between CloudCX users on your tenant. The external dial-in number is carrier-gated: people outside your organisation can only call into the room when your tenant has a carrier/SIP trunk connected. If you see no dial-in number on a room, that capability is not enabled — ask your administrator.

Try it — a dry run before a real meeting

Pick a room you are allowed to join from Control›Conferences and dial it from your softphone. Practise opening the keypad and entering the PIN, then test mute and hold from the in-call controls (Ch. 4). Hang up to leave. Two minutes now means you join your next real standup without fumbling.

CloudCX — User GuideCh. 08 · Conferences

CloudCX — User Guide

Ch. 08 · Devices & security

8.4 Profile & security

Your profile and security settings live on My Phone — the home screen of the My line group (§ 2.2). Two settings sit here, and they are the most consequential personal settings in the whole portal: your password, which protects everything your line can reach, and your outbound caller-ID, which decides which of your numbers the people you call actually see. Both are changed in the same place, shown below.

my.cloudcomms.app

CloudCXVoiceMy line

My line

My Phone1001

Voicemail3

Recent Calls28

Control

Call Handling

My Devices2

Conferences1

LINE ACTIVE

Acme Corp · ext 1001

// my line · profile & security

Profile & security

Change your password and choose the number shown as your caller-ID.

Change password

protected

Current password••••••••

New password••••••••••••

Confirm new password••••••••••••

Update password

Outbound caller-ID

+65 3159 0010

+65 3159 0010 (default) · +65 3159 0099 · Withhold number

1

2

3

4

5

My Phone in the rail — profile & security lives here, on the home screen of the My line group, not in a separate menu.
Breadcrumb — the scope line names you, your extension and the profile & security view you are in.
Change-password panel — current, new and confirm fields. The focused field shows the pink focus ring used across CloudCX.
Update password — submits the change; you keep working without re-signing-in on this device (§ 8.4.1).
Outbound caller-ID — the menu of numbers you may present, with the current default shown in the panel header (§ 8.4.2).

Profile & security on My Phone — the change-password panel and the outbound caller-ID selector.

8.4.1 Procedure — change your password

Change your password whenever you suspect it is known to anyone else, whenever your organisation’s policy says to, and as a matter of routine once in a while. You need your current password to set a new one — proof that it is really you.

Open profile & security. Go to My line›My Phone and find the Change password panel.
Enter your current password. This authorises the change; if you have forgotten it, sign out and use Forgot password? to reset by email instead (§ 2.1).
Enter a strong new password, twice. Make it long and unique to CloudCX — see the habits in § 8.5. The two entries must match.
Select Update password. The change takes effect immediately. You stay signed in on this device; you will use the new password the next time you sign in anywhere.

Worked example — Alice changes her password after a conference laptop

Alice borrowed a meeting-room laptop last week and signed in to her portal on it. To be safe she now changes her password from her own machine: My line›My Phone, Change password. She types her current password, then a new long passphrase into New password and Confirm new password, and selects Update password. The panel confirms the change. Her softphone and desk phone keep ringing throughout — changing the portal password does not unregister her devices — but anyone who watched her type on the borrowed laptop now knows a password that no longer works.

Your portal password, your voicemail PIN and your device secrets are different things

Changing your portal password (here) does not change your voicemail PIN (set under My line›Voicemail, Ch. 5) or your device SIP secrets (issued reveal-once by your administrator). Each protects a different thing. If you think your account is compromised, change the portal password and reset the voicemail PIN, and ask your administrator to rotate any device credentials.

CloudCX — User GuideCh. 08 · Security

CloudCX — User Guide

Ch. 08 · Devices & security

8.4.2 Procedure — choose your outbound caller-ID

Your outbound caller-ID is the number shown to the people you call from CloudCX. If your line has more than one number — say a personal direct-dial and a shared team number — you choose which one is presented. The choices available to you are set up by your administrator; you pick from that list. Presenting an external number to people outside your organisation requires a carrier; internal calls between extensions always show your extension regardless.

Open profile & security. Go to My line›My Phone and find the Outbound caller-ID panel.
Open the selector. It lists the numbers you may present — for example +65 3159 0010 (your direct line) and +65 3159 0099 (a shared team number), and possibly Withhold number.
Choose the number to present. Pick the one callers should see. Choosing Withhold number presents your call as private/anonymous where the network allows it.
Save. The panel header updates to your new default (for example +65 3159 0099), and the next outbound call you place to an external number shows it.

Caller-ID choice	What the person you call sees	Notes
Your direct number	Your personal DID, e.g. +65 3159 0010.	Best when you want return calls to come straight back to you.
A shared/team number	A common number, e.g. +65 3159 0099.	Good for team work — return calls reach the team, not just you. Must be a number your admin has allowed you to present.
Withhold number	No number / “private”, where the destination network permits it.	Some recipients reject withheld calls; use sparingly.
Internal calls	Always your extension, e.g. 1001.	The outbound caller-ID setting applies to external calls; colleagues always see your extension.

Worked example — Alice presents the Sales team number

Alice is making outbound calls on behalf of the Sales team and wants return calls to reach the whole team, not just her desk. She opens My line›My Phone, the Outbound caller-ID panel, and switches from +65 3159 0010 to the shared +65 3159 0099, then saves. Her next call to a prospect shows +65 3159 0099; if the prospect calls it back later, it rings the Sales ring group (pilot 6000) rather than only Alice. At the end of the day she switches her caller-ID back to her own direct number.

Outbound external calling needs a carrier

Showing an external number to someone outside your organisation — and placing the call at all over the public network — is carrier-gated: it works when your tenant has a carrier/SIP trunk connected. Internal calling between extensions, and the caller-ID you present to colleagues, always work. If you cannot place external calls or your list of presentable numbers is empty, that is a carrier/provisioning matter for your administrator.

8.5 Good security habits

The portal protects itself in many ways — secrets encrypted at rest, device passwords shown reveal-once, PINs hashed and never displayed, the optional one-time login code, and a strict scope so your portal only ever shows your line. The rest is up to a few simple habits. None takes more than a minute, and together they keep your line, your messages and your colleagues safe.

Use a long, unique password. A passphrase of several unrelated words is both strong and memorable. Never reuse your CloudCX password on another service; a leak elsewhere should never put your phone at risk. A password manager makes “unique everywhere” effortless.
Turn on the one-time login code if offered. If your tenant allows it, the extra login code (§ 2.1.2) means a stolen password alone is not enough to sign in as you. It is the single biggest improvement you can make.
Sign in only at my.cloudcomms.app. CloudCX never emails or messages you a link to “confirm your password” or “reactivate your line.” Reach the portal from your own bookmark, and check the padlock and the protected banner before typing anything (§ 2.1).
Sign out on shared or borrowed computers. Always sign out from the account menu on a machine that is not yours — do not rely on closing the tab. On your own trusted device you may stay signed in.
Keep your voicemail PIN and conference PINs private. Share a conference PIN only with the people who should attend, and ask your administrator to rotate it if it has spread. Never read your voicemail PIN aloud where others can hear.
Watch your device list. If a device you do not recognise appears under My Devices (§ 8.2), treat it as a warning sign — tell your administrator and change your password at once.
Keep your account email secure. Password resets and email one-time codes arrive there; if someone controls your inbox they can take your line. Protect the inbox at least as well as the portal.

If you think your account is compromised

Act immediately. Change your portal password (§ 8.4.1) from a device you trust; reset your voicemail PIN (Ch. 5); review My Devices for anything unfamiliar; and tell your administrator right away so they can revoke device credentials, force-end sessions and check your Recent Calls (Ch. 6) for activity you did not initiate. The sooner you act, the less an attacker can do with your line.

A two-minute security check, once a quarter

Every few months: glance at My Devices and confirm you recognise every device; make sure the one-time login code is on if your tenant offers it; and consider refreshing your password. That is the whole routine — small, occasional, and far cheaper than recovering a compromised line.

Concern	Where it lives	What to do
Forgotten portal password	Sign-in page — Forgot password?	Reset by email; then sign in and consider turning on the one-time code (§ 8.5).
Forgotten voicemail or conference PIN	Voicemail settings (Ch. 5); conference PINs are admin-set	Reset the voicemail PIN yourself; ask your administrator to reissue a conference PIN — PINs are hashed and cannot be read back.
Unrecognised device on your line	Control›My Devices	Tell your administrator; change your password immediately (§ 8.4.1, § 8.2.3).
External calling / caller-ID not working	My line›My Phone	Carrier-gated — raise with your administrator if no numbers are presentable or external calls fail.
Suspected compromise	Across the portal	Change password, reset PIN, review devices & recent calls, alert your administrator (see the warning above).

CloudCX — User GuideCh. 08 · Security

CloudCXUser Guide

Table of Contents

Welcome to CloudCX

1.1 Your work phone, in the browser and the app

Make & take calls

Never miss a message

Be reached your way

1.2 What your line includes

1.2.1 A note on numbers you will dial

1.3 The two things you use

The portal — my.cloudcomms.app

The softphone — my.cloudcomms.app/phone

1.3.1 The portal at a glance

My Phone

Profile & security

1.3.2 The softphone at a glance

1.4 How to read this guide

1.4.1 Screens are drawn for you

1.4.2 Procedures are numbered steps

1.4.3 Procedure — sign in and find your way around

1.4.4 The four coloured tips

1.5 What comes next

02 · Signing in & the portal tour

03 · The softphone

04 · In-call features

05 · Voicemail

06 · Recent calls

07 & 08 · Call handling, devices & security

Signing in and the portal tour

2.1 Signing in to my.cloudcomms.app

Sign in

2.1.1 Procedure — sign in to the portal

2.1.2 The one-time code (extra login check)

2.2 A tour of the portal

My Phone

Registration

2.2.1 The My Phone dashboard

2.2.2 Reading your registration state

2.3 The My line and Control navigation

My line

Control

2.3.1 The softphone is one tap away

CloudCXVoice Phone

2.4 Finding your way around

2.4.1 Where am I, and how do I jump?

2.4.2 Your portal only ever shows your line

2.4.3 Signing out and sessions

The softphone — install, register and make calls

3.1 What the softphone is — and how it differs from the portal

3.1.1 The softphone, labelled

3.2 Opening the softphone

3.2.1 Two ways in

Direct

From the portal

3.2.2 Procedure — open and sign in to the softphone

3.3 Installing the softphone as an app

3.3.1 Installing on a computer (desktop)

3.3.2 Procedure — install on a computer

3.3.3 Installing on a phone (Add to Home Screen)

Add to Home Screen

3.4 How the softphone registers

3.4.1 What happens behind the green pill

3.4.2 If it will not register

3.5 Placing a call with the dialpad

3.5.1 Procedure — place a call

3.6 Receiving a call

Incoming call

3.6.1 Procedure — answer an incoming call

3.7 Ringing while your screen is locked

3.7.1 Procedure — answer a call while locked

3.8 Ending a call

3.8.1 Procedure — end a call cleanly

3.8.2 The softphone, at a glance

In-call features

4.1 The in-call screen

4.2 Mute — silence your microphone

4.2.1 Procedure — mute and un-mute

4.3 Hold — pause the call for both sides

4.3.1 Procedure — place a call on hold and resume it

4.4 The keypad — sending tones during a call

CloudCX
User Guide