officeXtend FAQ

What to know about transitioning from Voyant Connect

How long will Voyant Connect be available?

Voyant Connect will continue to be available in the app stores until we get closer in functionality in the new OfficeXtend app.

Is officeXtend the permanent application for mobile connection?

officeXtend will be the permanent application for mobile, however the official date depends on when Voyant Connect is discontinued.

When should I use officeXtend?

If your Voyant Connect application is not receiving incoming calls successfully, uninstall Voyant Connect app and install officeXtend from the app store or Google Play.

Please note, some features are not currently available on officeXtend: call center availability status (ACD), call recording, and chat are some of the features that are not currently available but are actively being developed.

 

How do you sign out of the application?

a. Hard logout

> Click "Reset" (Android) or "Log out" (iOS)

b. Soft log out

> Enable DnD feature (from Keypad)

DnD from the keypad will allow the app to remain registered but will prevent calls from being presented to the application. The user will be able to access their call history and theme settings that were configured previously.

Please note, DnD from the keypad will not set any associated physical phone on DnD.

What exactly does the reset button do?

Reset Application (Android)

Logout (iOS)

When “Reset Application” or "Log Out" options are selected, it will reset everything and log the user out. It will also wipe out all data associated with the app locally. (e.g. clear all data including theme, preferences and calls history (from application only). This does not affect Contacts as those are stored in the phone contact list.

The user will need to re-enter their login info and application preferences/permissions the next time they log in.

Defaults will be applied once logged back in.

Why does the app not refresh the missed calls and voicemails that were checked on the physical phones?

The mobile clients do not yet have an integration to our backend system to pull call logs.

The calls logs in the OfficeXtend client are only the calls that came to or originated from the client.

Call logs integration is a top item on our list of what we plan to integrate next.

Can you sign out or change availability of the call center within the OfficeXtend app?

At this time call center control is not supported on this application however is actively being developed.

What if you need features not yet available on OfficeXtend?

Alternate option to OfficeXtend and Voyant Connect Mobile:

1. Utilize Voyant Connect desktop app

2. Utilize Desk phone

Alternatives for Call Center availability control when using OfficeXtend:

Voyant Only:
i. Log into https://portal.bwvoip.net with DID: Call Control > Call Centers

ii. Use the Call Center App -https://portal.bwvoip.net/callcenter. (May need to purchase License)

ANPI Only:

i. Use the Call Center App -https://client.corpglobal.net/callcenter. (May need to purchase License)

ii. Use the Voyant Connect app for call center controls ONLY (not for calling functions).

How do you fix dropped calls, static, and not receiving calls issues?

Various factors can impact call quality on the application such as dropped calls, static, cutting in and out. Quality is reliant on individual factors such as network connections, wireless networks, location, etc.

For call quality issues, these will need to be analyzed and troubleshoot on an individual basis as each device and network play unique factors to quality of service.

The OfficeXtend client has a helpful troubleshooting tool that can be utilized to expedite the troubleshooting efforts. When a user is on a call, they can press the little information icon and be able to view the data of that call: Signal strength (in bars), jitter, etc

Android: When logged in, click on the 3 dot icon > choose "Settings" > "Preferences" > "Troubleshooting Log" -click the slide button to turn it “green” > Logging has successfully been enabled.

iOS: When logged in, click on the gear icon > choose "Preferences" > choose "Enable sip log" > Logging has successfully been enabled.

 

Calls Take a Long Time Before Ringing on Android

Android has a number of default settings to help optimize the battery. These settings can cause delays to applications in how fast they are allowed to wakeup from the background when getting a push notification. The default is to optimize battery performance which works in general for most apps that are not time sensitive. For a calling application, the battery optimization will cause delays before your phone will start ringing and should be turned off.

Depending on your phone manufacturer, the battery optimization settings may be in different places. To turn off battery optimization, go to Settings, then locate the menu for "Apps", though in some Android versions it might be "Apps&Notifications" and locate the officeXtend or nCommand Plus application. Your settings might show a "See all xx apps" header. Touch the text to expand the list to see all apps if the list is not already expanded, then scroll down until you find the app you are using.

For Samsung and other models, touch the Battery section, then choose unrestricted as the battery optimization method. This should update the optimization settings for Samsung

For other device manufacturers, you might have to to expand the Advanced section and touch the Battery option. A section might be titled "Battery optimization". If this section says "Optimizing battery use", then you may experience delays when ringing. To fix this, touch the "Battery Optimization" section. This will bring you to a list of apps. The default is to show apps that are currently "Not optimized". Touch the header that says "Not optimized" and choose "All apps" from the options. This will expand the list to show all apps including ones that are currently being optimized. Scroll down the list until you locate either officeXtend or nCommand Plus (whichever app you're using). Touch the app title and then choose "Don't optimize" from the choices and choose Done to save the selection.